"Performance issues" impact controversial case system

The provincial government's over-budget integrated case management system seems to be experiencing a few teething problems. In an internal email sent last Monday and obtained by Public Eye, social development assistant deputy minister Sharon Moysey acknowledged "frontline staff" are experiencing "performance issues" with that system. But Ms. Moysey, who is responsible for the ministry's regional services division, added the government will be working with the contractor, Deloitte Inc., to "address the slow responsiveness of the new system" over the next few weeks. The British Columbia Government and Service Employees' Union congratulated the government for its response in an e-bulletin sent to members. The following is a complete copy of the aforementioned email.

From: Moysey, Sharon J HSD:EX
To: HSD All Regional Services Division
Subject: Performance Issues with ICM system being addressed

Addressing the performance issues frontline staff are facing with the Integrated Case Management (ICM) system is our number one priority. We are working with the contractor to address the slow responsiveness of the new system and, starting this evening and continuing over the next few weeks, will be implementing systems changes that should result in improved service.

We're doing everything we can to investigate what is causing these performance issues; but, as these types of problems can be very complex and difficult to diagnose, it is unclear when all issues will be resolved. Your continued patience is appreciated. Watch for updates from SD support as changes to the system are implemented.

You are encouraged to review tools and tips posted to the ICM website http://icw.hsd.gov.bc.ca/icm/index.htm that may help with some of the issues you've been experiencing, and call on your Super Users for assistance - we are holding twice weekly support calls with designated Super Users to provide them with regular updates and additional support.

We recognize that these issues are impacting your ability to do your work, and that productivity has been affected through no fault of staff. Thank you for your continued professionalism and support as we work through these challenges.

We have also heard your feedback on Activity Plans and are looking into those. Thank you for your suggested enhancements to the system; these are being reviewed and prioritized through a formal process, and we anticipate implementing an enhancement release once we have stabilized the system and systems performance is noticeably improved.

Please continue to report any issues to the SD Help Desk (at (604) 660-1636 or by email HDSHDSUP@gov.bc.ca).

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