10i26f2018 Stale.co.us Executive Brarch Mail - Trails Modernization CHSDA Request for Response STATE OF . . COLORADO Caldwell - CDHS, Alicia Trails Modernization CHSDA Request for Response 1 message Nallapati - Suma Thu, Oct 25, 2018 at 6:44 PM To: "Daniel Makelky Cc: Reggie Bicha - CDHS Iorendia.sohmidt@state.co.us TO: Daniel Makelky, President, Colorado Human Services Directors Association CHSDA) FROM: Suma Nallapati, Secretary of Technology State Chief Information Officer and Reggie Bicha, Executive Director Colorado Department of Human Services DATE: October 25, 2018 RE: Trails Modernization CHSDA Request for Response Dear Mr. Makelky and Members of CHSDA, We sincerely apologize for the challenges that counties are experiencing due to the recent Trails issues. We consider the welfare of Colorado '5 children, youth and families to be a top priority and are committed to making every effort to fix the problems that exist. We have heard your concerns and acknowledge that despite our steadfast efforts and unwavering commitment to resolve all issues, some remain. We have plans to fix those issues and are moving expeditiously forward to implement them. Reporting Environment Update We have a dedicated team of technical professionals that have been working around the clock to troubleshoot the Oracle table corruption related to the reporting environment. OIT has been able to fix the CYFF database issue a number of times, but a third party system subsequently corrupts it after each fix. However, as of today, we believe that we have identified the cause of the corruption and will be working over the next 24 hours to reach a resolution. Once we have confirmed the root cause, we will implement a plan to prevent future occurrences, and will communicate that plan to our county partners. OIT has also started building a whole new reporting environment in parallel with these efforts as a contingency plan should we discover that the database corruption is simply not fixable. In the meantime, we are committed to providing manual data refreshes to counties on Mondays, Wednesdays and Fridays moving forward. While our teams work to address your concerns in a more detailed response, we would like to provide an initial response to the requests you outlined in your letter: . Develop and implement statewide communication regarding known bugs and timelines for their fixes. Communication from the Division of Child Welfare (DC W) and the Governor?s Office of information Technology to the Trails User Group regarding releases, service packs, bugs, and hot fixes began with the implementation of Trails Modernization and will continue to occur. We will ask our teams to work in partnership with counties to better understand your . . ?li3 1 0l26l2018 Stale.co.us Executive Branch Mail - Trails Modernization CHSDA Request for Response communication needs and determine how we can improve our communication efforts going forward. Listed below is where you can currently look for updates in addition to regular communications sent to TUG Mod Squad SMEs and at TUG meetings: a. Informational Memos from the Office of Children, Youth and Families to all 64 counties, Division of Youth Services (DYS) and 22 Judicial Districts b. Training emails from the DCW Training team and communications posted on the Child Welfare Training _System (CWTS) and Trails Training Portal c. CDHS Portal banners announcing releases, hot fixes, and service packs d. Project Team Release Communications jointly crafted by the core team: DCW, DYS, counties, OIT, and CGI. This includes: i. Emails to 24/7 operations (DCW Hotline and DYS) regarding releases ii. Hot fixes and service pack information emails to CTUG, Human Services Directors, and county DYS SME project participants Release day updates and issues emails e. Release notes and FAQs can be found on the Child Welfare Training_System and Trails Training Portal f. Security Administration release notes and updates are communicated by via the County Security Admin List g. OIT Service Desk email notices regarding releases h. Child Welfare updates are posted here: Formally announce how and whether scores will be adjusted for impacted period(s), presumably August and September of 2018 for the Timeliness of Assessment Closure CStat measure. The CDHS Office of Performance and Strategic Outcomes is partnering with DC and to identify the impact of the bugs and hot fixes caused by the July 28, 2018 Trails Modernization release. The DC team will manually review each instance of non-compliance missed timeliness) and determine if the instance was due to issues beyond caseworkers? control. In these instances, a manual adjustment will be made to ensure compliance is accurately reflected in the Trails! ROM database (and thus C-Stat materials). The County C-Stat Report and Dashboard will not report these measures until the manual review is completed. Projected completion date at this time is unknown, but our teams will keep you apprised. Provide a plan for how OIT will be supported moving forward as well as a plan for how OIT will support and communicate with counties. in cooperation with DC W, supports and communicates with counties in many forums such as Trails Modernization project meetings, TUG, Policy Advisory Committee (PAC) and meetings, direct emails, among others. OIT and DC will continue to communicate and collaborate in these forums, and as noted above, will partner with counties to identify opportunities to improve our level of support and communications. We will then develop a plan that addresses these areas to ensure that our engagement efforts are more effective. Until then, will collaborate with DC to prioritize work to ensure that the current resources are focused on resolving the issues identified. Increased opportunities for worker training and updates about pending certifications and worker requirements from CWTS. Based on post deployment feedback from multiple county stakeholder groups after the July 28, 2018 Trails Modernization release, DC has created and hired a new position within the DC Training Unit to focus on developing and implementing a training plan for future Trails Modernization releases. This position is actively working with the County Technology User Group (CTUG), OIT, DCW program staff, and the Child Welfare Training System (CWTS) to develop a comprehensive plan for Trails Modernization training. This comprehensive training plan will include pre-release training and post-release support and training. OIT will continue to provide a 213 10i26i2018 Stale.co.us Executive Branch Mail - Trails Modernization CHSDA Request for Response training environment, and if the environment is unavailable for any reason, OIT will restore services as quickly as possible. The DC Training Manager, Lorendia Schmidt, would like to meet with CHSDA to better understand and be responsive to the request for ?updates about pending certifications and worker requirements from WTS She may be reached at 303.813.5813 or Iorendia. schmidt@state. co. us. . Work to fix the Results Oriented Management system (ROM), which seemed to break perhaps due to unrelated issues, but further exacerbates the chaos related to Modernized Trails as counties cannot rely on ROM reports to manage performance or identify challenges in the system. agrees with and understands the critical nature of this issue, and we are committed to providing manual data refreshes three times a week, as noted above. We have been engaged with our vendor partners and are working days, nights and weekends to restore ROM and other services impacted by the database system table corruption. This issue has our full attention. We welcome the opportunity to meet with county representatives in person to answer your questions and discuss how we can strengthen our partnership in the future. OIT Director of Health Information Systems Herb Wilson and IT Director Peter Biglin are meeting with county partners this week to discuss the database outage, and will provide a more comprehensive written response to your requests following these meetings. Please know that we value our partnership with counties and are receptive to your feedback as the frontline directly serving some of Colorado '5 most vulnerable residents. Best regards, Suma and Reggie Suma Nallapati Secretary of Technology Chief Information Officer Support Assistance: Cathy Von Behren lCathy.VonBehren@state.co.us) e? A Governor's Office of - Information Technology 303.764.7835 601 East 18th Ave., Denver. CO 80203 Follow me on Twitter: Suma_Nallapati Serving people serving Colorado . .. 1-?3