This week, CWDS executives are briefing county stakeholders on the project’s Intake Digital Service, one (out of five) service that is currently the most advanced in development. Intake is the beginning of the process where a case worker would decide how to respond to information provided through a hotline caller, such as an allegation of child abuse. In designing the new system, product owners and developers are working with county users to create the most effective interface to streamline workflow. To date, project staff have conducted more than 300 interviews with county users to help iterate and refine versions. The graphic below gives an update on the development of the new Intake Digital Service.
As CWDS User Research & Design Director, I often say “everything is experience design,” not just the digital services we are building, but also way we work together to deliver those services. Recently I shared at a recent All Staff Meeting to explain how our team has been able to leverage User Experience (UX) Design principles and techniques to improve the experience and usefulness of the organizations All-Staff Meeting.
This announcement was the first of a newly revamped All Staff Meeting designed to make better use of staff time and connect us all to our product vision. CWDS Executives asked me to form an ad hoc team to redesign the meeting, which had over 100 attendees and had grown stale as our team had grown in size and mission. The ad hoc meeting redesign team included representatives from the Project Management Office (PMO), Communications Team, and the User Research and Design Team. Our first step was to identify the problem space: morale and attendance concerns, meeting format effectiveness, effort to produce the meeting vs benefits of holding it, and understanding who champions the meeting design.
The next step was identifying research goals: understanding attendees’ experience of what’s working and what isn’t, solicit improvement ideas, and relating the All-Staff to overall organizational communication. Research methods consisted of a “flash“ survey to get a quick pulse and set a quantitative baseline, and one-on-one user interviews with a dozen people representing different attendee groups from across the organization. The team then synthesized the research to surface pain points and insights.
Based on the research results and brainstorming ways to address the pain points and needs of attendees the Communications Team, is now empowered to own the meeting, to creatively structure it to address themes in a now one-hour meeting to be held no more than once a month. The themes are:
- Vision and Mission
- Product Progress
- Celebrate Our Team
- Living Our Values/Culture
- General Announcements
CWDS is excited to apply experience design principles to all areas of our operations, not just how we design and develop software for our users. It makes for a more engaged work environment where people are collaborative, accountable, and empowered.
About the Author:
Jesse Taggert is the Director of User Research & Design at Child Welfare Digital Services. She has more than 25 years of experience as a design leader, user researcher, ux designer, visual designer, and communications strategist. Recently, she completed a two-year engagement serving the federal government as an Innovation Specialist/Strategist at 18F where she led the consulting group’s design and product strategy.
Read the March 2017 report below:
CWDS Update March 2017 (pdf)
This all-day event will be held onsite at the CWDS campus at 2870 Gateway Oaks Drive in Sacramento as well as via video conference. The agenda will include a general session with a project update and multiple breakout sessions focusing on Technology, Intake and Certification, Approval & Licensing Services (CALS), and other project related information.
|10:00 am – 12:00 pm||General Session & Monthly Solution Demo: April 2017|
|1:00 pm – 3:00 pm||Breakout Sessions:
Materials from Previous Forums
Each quarter, CWDS provides a project update to the Joint Legislative Budget Committee. Included in the most recent presentation, the slide below gives an overview of the project schedule since it switched to using agile methodology 15 months ago. With the first release of software on March 16, the project is ahead of schedule which, under the traditional waterfall approach, would have released a Request for Proposal for a systems integration contractor in July. View the entire March 29, 2017 presentation below (PDF)
We sat down with Digital Services Director Kevin Gaines to understand his perspective on the the progress that is being made in the development of digital services.
Child Welfare Digital Services (CWDS) has reached a major milestone, delivering the project’s first software release for testing and technical feasibility to a small subset of county users. The Intake Digital Service team has developed the ability for end users to securely log on to the CWS-New System, as well as the ability to search for people. The new search functionality is far more powerful than the legacy system, and with user testing and feedback, it will enhance case workers’ ability to more quickly locate individuals in the child welfare system.
“We have reached a significant technical milestone, building the foundation to deliver state-of-the-art digital services and connecting the legacy database to our new platform that will provide modern tools for case workers to help protect children,” said Project Director Tony Fortenberry.
For this software release, the Intake Core County team members include Butte, Yolo, Santa Cruz, Fresno, Ventura, and Los Angeles. This small sample of end users will provide feedback and validate that the functionality is working properly, with the next step to include users in additional counties.
While seemingly limited in scope, these basic features require a complex technical foundation to allow the digital service to interact with the legacy CWS/CMS database in a production environment. This first release demonstrates that the underpinnings of the development strategy are sound, and will allow the project to ramp up additional functionality much more rapidly. In November of 2015, the project changed its development strategy from the traditional “waterfall” approach to using agile methodology, the first such major project in California state government to do so.
“We are actively delivering software much faster than we would have if we had stayed the course with the monolithic procurement and waterfall development model,” said Peter Kelly, OSI Chief Deputy Director. “By leveraging agile development methods, we are nimble and better able to meet the ever-changing needs of our end users.”
The effort to replace the legacy CWS/CMS system began in 2002 with the CWS/CMS Strategic Plan to modernize the system, leading to the CWS Web project, approved in 2004. The California Legislature cancelled the project in 2011, due to budget constraints, and required a study of CWS/CMS to answer specific question related to the existing system and approaches to address missing functionality. The Child Welfare Services – New System (CWS-NS) project received budget approval to move forward in 2013. Late in 2015, the state chose to take the project in a different direction by cancelling its planned procurement of a single implementation vendor, which would not have delivered working software for end users until 2019, in favor of modular procurement and Agile software development that emphasizes user research, user experience (UX) design, and puts working software in the hands of users much sooner.
Bill Maile will lead communications across the project, working closely with CWDS teams and project stakeholders. Bill has more than 15 years of experience working for the State of California. For the past five years, he was editor of TechWire, a technology trade publication he founded in 2011. Prior to 2011, he served as director of communications at the California Technology Agency, among other assignments in the executive and legislative branches of state government. Throughout his career, Bill has been a strong advocate for increasing government transparency and leveraging technology and innovation to maximize efficiency in government programs. CWDS is excited to have him on board.
CWDS has selected OnCore Consulting, based in Folsom, CA, to provide implementation services for the Intake Digital Service. Intake is the process by which child welfare professionals in California’s county Child Welfare Agencies investigate allegations of child abuse, neglect, and exploitation.
The new Intake Digital Service will be an easy-to-navigate and efficient way to record and access information regarding child abuse, neglect, exploitation allegations, investigative findings, and outcomes. The new service will provide comprehensive information that allows child welfare professionals to make timely, informed decisions regarding child safety.
OnCore will assist with the deployment of the Intake service to the Intake user community, which consists of up to 7,000 staff located across the state. Additionally, up to 18,000 additional Child Welfare Services staff (social workers, public health nurses, probation officers, supervisors, and support staff) access Intake information in the course of their daily work. OnCore will join the CWDS Implementation Team to perform a wide array of implementation services:
- General Implementation Services
- Organizational Change Management
- System Training (Design, Development, & Delivery)
- Rollout/Go-Live Support
CWDS is excited to welcome OnCore onboard as of January 24, 2017, and to being one step closer to putting working software in the hands of our user.
Jesse Taggert will lead and develop user research practices and design across all areas of the project, working closely with CWDS teams and vendors. Jesse has over 25 years of experience as a design leader, user researcher, ux designer, visual designer, and communications strategist. She is passionate about product strategy, research, user experience design, creative direction, content strategy /communications, and productive stakeholder/client relations. Jesse recently completed a two year engagement serving the federal government as an Innovation Specialist/Strategist at 18F where she led the consulting group’s design and product strategy. CWDS is excited to have her on board.