Identifier
Created
Classification
Origin
08STATE133010
2008-12-19 18:15:00
UNCLASSIFIED
Secretary of State
Cable title:  

CMI CABLE 8 OF 9 - ESERVICES IMPLEMENTATION

Tags:  AMGT KICA 
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R 191815Z DEC 08
FM SECSTATE WASHDC
TO ALL DIPLOMATIC AND CONSULAR POSTS COLLECTIVE
AMEMBASSY TRIPOLI
UNCLAS STATE 133010 


FROM THE REGIONAL INITIATIVES COUNCIL (RIC)

E.O. 12958: N/A
TAGS: AMGT KICA
SUBJECT: CMI CABLE 8 OF 9 - ESERVICES IMPLEMENTATION

REF: (A) STATE 123484, (B) STATE 096578

UNCLAS STATE 133010


FROM THE REGIONAL INITIATIVES COUNCIL (RIC)

E.O. 12958: N/A
TAGS: AMGT KICA
SUBJECT: CMI CABLE 8 OF 9 - ESERVICES IMPLEMENTATION

REF: (A) STATE 123484, (B) STATE 096578


1. Summary: In January, a new, significantly
enhanced eServices software package will be
released to posts. It will provide post's ICASS
customers with a "one-stop shopping" portal to
request services. Using eServices will make it
easier for customers to route their requests to
appropriate offices and it will enable service
providers to improve accountability for service
delivery. By June 2009, customers will be able to
submit requests to eServices from non-OpenNet
terminals. Posts are asked to review the
transition template on the CMI site by January 20
and complete post-specific planning for transition
to eServices (Action Request, para. 7). We
recommend a two-phased introduction of this one-
stop shopping by transitioning OpenNet customers
this winter, and non-OpenNet customers in June.
By July 1, the Regional Initiatives Council (RIC)
wants all posts' customers to use eServices as
their sole platform for submitting requests for
services. End Summary.

Why eServices?
--------------


2. To relieve posts of the burden of entering their
data into mandated WebPASS and ILMS systems (ref B),a
new, significantly enhanced eServices will be released
to posts in January 2009. The January release of
eServices will provide customers with a "one-stop
shopping" portal to request ICASS services. Use of this
web-based system will give customers consistency in the
way they request services, regardless of the mission to
which they are assigned. The tracking function built
into eServices will allow customers ? and service
providers ? to monitor the status of service delivery.
Customers using eServices will receive automated real-
time e-mail feedback throughout the life-cycles of their
requests. Service providers will be notified of
applicable requests as soon as they're made. Post
managers will have quick access to data related to the
type and volume of work requests.

How Will eServices Work?
--------------


3. Using drop-down capabilities built into eServices
will make it easier for customers to route their
requests to appropriate offices and enable service
providers to improve accountability for service
delivery. The use of eServices will allow posts to
eliminate the current practice of requesting non-
emergency services through e-mails, telephone/fax, paper
documents, or walk-ins. Automating this process ?

similar to internet merchant websites ? will reduce
burdensome paperwork and prevent redundant data entry.
Behind the eServices "front end," requests for services
will be handled by appropriate WebPASS (or, where
applicable, ILMS) modules, which will automatically
gather performance metrics.

Accessible via OpenNet Only -- for Now
--------------


4. It is rare for posts to have electronic service-
request systems that are internet-accessible. In most
posts, systems for management services are closely
linked to OpenNet, and customer-agencies are required to
have OpenNet access. Non-OpenNet customers are
accommodated in a variety of ways, all of which may be
put to use with eServices as well without adding
workload or diminishing service quality. For example,
currently service providers may transfer phoned requests
to post's home-grown records; phoned requests can be
entered into eServices as well with the same level of
effort. Transferring non-OpenNet customer requests to
eServices will be no more time-consuming than
transferring the same information into posts' current
recordkeeping system.


5. The RIC recognizes the benefit in making eServices
internet-accessible and is working with IRM to enable
non-OpenNet users to submit service requests to
eServices via the internet by June 2009.

Post's Transition to eServices
--------------


6. In anticipation of the expected approval of the new
eServices software the first week in January, the RIC
recommends that posts schedule their transition to
eServices as soon as possible. Most posts will want to
complete the transition of their OpenNet customers
before spring. Recognizing the change-management
challenge this project may present to posts, the RIC has
assembled a package of tools on the CMI website. By
using the site's installation and quick-user Guides,
PowerPoint presentations, and other material, posts
should be able to transition OpenNet customers to
eServices in approximately four weeks. Some transitions
may take longer depending on local circumstances.
Although the eServices request module is intuitive,
customers and service providers will require some
familiarization.

Action: Planning Post-specific Transitions to eServices
-------------- --------------


7. The RIC asks all posts to confirm by January 20,
2009 that they have reviewed the planning template and
have scheduled post's transition to eServices. The RIC
estimates that review and approval of post-specific
transition plans will take an average of one hour. If
posts have not identified their CMI Quality Teams, they
should do so soon, since the CQT will be key to
successful transition. The template is designed around
a four-week transition; however, the length of each
post's transition will vary with local conditions. The
four-week template includes:

1: Install software; assign responsibilities
2: Familiarize service providers
3: Run test cases; announce local implementation schedule
4: Demonstrate eServices for customers

Resources and References
--------------


8. As you plan to implement eServices, the RIC, M/PRI
and WebPASS invite you to engage in a dialogue with us.
We encourage you to communicate with your CMI points of
contact:

Region Regional Bureau POC M/PRI POC
-------------- -------------- --------------
AF Sylvie Martinez Jason Kalbfleisch
EAP David LaMontagne Joel Danies
EUR/IO Bruce Andrew Leo Voytko
NEA/SCA Jennifer McIntyre Steven Gibson
WHA Margaret Kurtz-Randall Stephanie Gillespie

You may also post comments and questions to the
discussion board on the CMI website
http://m.state.sbu/sites/pri/cmi/default.aspx


9. In addition to the tools available on the CMI
website, distance learning courses are offered by FSI for
many of the WebPASS modules and ILMS applications that may
become useful to service providers. Users can go to
http://fsi.state.gov to sign up for classes.


10. Minimize considered.


RICE