UNCLASSIFIED   STATE   00032281 

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R 022311Z APR 09
FM SECSTATE WASHDC
TO ALL DIPLOMATIC AND CONSULAR POSTS COLLECTIVE
RUEHTRO/AMEMBASSY TRIPOLI 6555

UNCLAS SECTION 01 OF 02 STATE 032281 
 
FOR MANAGEMENT OFFICERS AND ICASS COUNCIL MEMBERS FROM 
THE REGIONAL INITIATIVES COUNCIL (RIC) 
 
E.O. 12958: N/A 
 
TAGS: AMGT KICA
 
SUBJECT: CMI:  WORLDWIDE ROLLOUT OF ESERVICES 
 
REF:  STATE 1097 
 
¶1.      SUMMARY:  A majority of missions have submitted 
statements affirming that they have launched the Collaborative 
Management Initiative (CMI).  Many of these participated in 
the phased rollout of the newest version of eServices. 
Encouraged by this progress, the Regional Initiatives Council 
(RIC) is making the eServices software available for all posts 
to download as soon as they have affirmed CMI's launch.  In 
response to requests from ICASS agencies, the RIC has 
authorized the development needed to give non-OpenNet users 
access to eServices.  To ensure success in the deployment and 
use of the internet-accessible version, the RIC is mandating 
that by June 15, 2009, all posts install and deploy the most 
recent WebPASS suite, located on the PASS PMO website.  On 
that date, earlier versions of WebPASS will no longer be 
supported by the technical staff on the PASS PMO Help Desk. 
In consultation with M/FLO and MED, special consideration has 
been given to using eServices to request CLO and MED services 
at post.  END SUMMARY. 
 
Moving from Launch to Implementation 
------------------------------------ 
 
¶2.      Since January, 59 percent of all missions have affirmed 
their implementation of all steps in the CMI launch, as 
requested in reftel.  Of these, nearly 80 missions have 
downloaded, installed, and successfully deployed to their 
customers WebPASS 2.06.02, eServices 1.09.01, and GSR 1.02.01. 
OpenNet users at these posts are now able to electronically 
request any of the 195 ICASS services available locally.  At a 
few posts, this option is also available to USAID customers 
where connectivity has been established between OpenNet and 
the local USAID network. 
 
¶3.      Based on the success of this phased rollout, the RIC has 
agreed to make the software available to all remaining posts 
as soon as they complete the mandated steps in the CMI launch, 
enter the dates of completion on the CMI website, and submit 
an affirmation e-mail to the CMI point of contact in their 
regional bureau.  The software packages will be available on 
or about April 15 on the PASS Program Management Office (PASS 
PMO) website at http://pass.irm.state.gov/index.cfm . PASS PMO 
will notify post IM sections, through their normal process, of 
the exact timing of the software's availability. 
 
¶4.      The RIC recommends that all remaining posts complete the 
CMI launch steps and submit their affirmation statements as 
soon as possible but no later than the start of the summer 
transfer cycle.  To ensure the smoothest possible transition 
to the new system, posts are advised not to download the 
software until they complete the CMI launch, which was 
designed to set the conditions for successful eServices 
implementation at post.  eServices, in turn, is a prerequisite 
for transitioning to a new internet-accessible version of the 
software. 
 
The Next Step:  Internet Accessibility 
-------------------------------------- 
 
¶5.      In response to requests from numerous ICASS customer 
agencies, the RIC approved and is managing the development of 
a new version of eServices that will give non-OpenNet 
customers the ability to submit service requests 
electronically through the internet.  The target deployment 
date for this updated WebPASS software is June 15, 2009.  Once 
the internet-accessible version is installed and deployed at 
posts, an OpenNet account will no longer be required to access 
eServices.  This will enable employees with USG e-mail 
addresses to submit requests from workstations linked to non- 
State servers at post via the internet. 
 
¶6.      The successful deployment of internet-accessible 
eServices will require every post to have installed the latest 
version of the WebPASS software suite.  Our scarce resources 
limit our ability to adequately support many different and 
older versions because of the significant programming changes 
that are incorporated in the WebPASS suite of programs, 
beginning with version 2.06.02. 
 
¶7.      Accordingly, as of June 15, 2009, the technical staff of 
the WebPASS Help Desk will assist only those posts that are 
using the latest versions of WebPASS and of all/all 
applications running under the suite.  A complete list of the 
latest approved versions is available on the PASS PMO website 
at: 
http://pass.irm.state.gov/index.cfm?Page=Grid &App=7&Cat=34&Dis 
play_Items=1 . The PASS PMO office also wishes to emphasize 
that posts should not alter the PASS applications by any means 
other than those provided for by the application or documented 
in the PASS system and user manuals.  Any other changes of 
data field content or data specifications will invalidate 
post's version of PASS; i.e., an altered version is no longer 
approved, certified or accredited for use on the OpenNet. 
 
Using eServices for CLO and MED Services 
---------------------------------------- 
 
¶8.      The transition to eServices has prompted a number of 
questions about its use for ordering ICASS services from 
post's Community Liaison Office (CLO) and Health Unit.  CLO 
concerns are related to accessibility to a service that 
traditionally has been based on personal contact; Health Unit 
issues involve privacy concerns.  The RIC has collaborated 
with the Family Liaison Office (M/FLO) and the Office of the 
Medical Director (MED) so that CLO and MED customers at post 
can enjoy the convenience that eServices offers without 
diminished accessibility or privacy. 
 
¶9.      The RIC consulted extensively with M/FLO to develop 
Uniform Service Standards (USS) for CLO, which contemplated 
using eServices as the data collection platform to improve and 
refine the USS.  The RIC agreed with M/FLO that personal 
contact is the most common way that CLOs provide services to 
their clients at post, and that eServices should not interfere 
with that relationship.  At the same time, as ICASS customers 
(and CLOs) become more and more familiar with requesting 
services through eServices, we foresee advantages in using 
eServices for some CLO functions.  CLOs should consider which 
of their services may be most readily adapted to eServices 
requests (for example, newly assigned personnel might use 
eServices to request pre-arrival and welcome information) and 
which current eServices options may not work well.  We 
encourage CLOs to use the "CMI Discussion Board and Feedback," 
on our website, http://m.state.sbu/sites/pri/cmi/default.aspx 
, to communicate with one another regarding possible uses of 
eServices to better monitor workload, track performance, and 
serve customers.  CLO clients will still have the option of 
sending requests directly to the CLO, outside of eServices; 
however, we encourage customers and CLO offices to use 
eServices whenever practicable because of its ability to 
seamlessly collect metrics and customer feedback. 
 
¶10.     Note to IMOs:  When setting up the eServices system at 
post, include CLO activities in the set-up and link them to 
the generic (not personal) CLO mailbox.  In this way, service 
requests for customers that choose to use eServices will go 
directly to the CLO mailbox, allowing the CLO in turn to go 
into eServices to provide the response. 
 
¶11.     The RIC also worked closely with MED to develop Uniform 
Service Standards and recommendations for the use of eServices 
when requesting services from post's Health Unit.  Because 
Health Unit requests contain medical and other personal 
information, the use of eServices may not be appropriate for 
and should not be mandated as the sole means by which 
customers request Health Unit appointments.  At the same time, 
on an optional basis, some Health Units may wish to pilot the 
use of eServices for service requests that do not require the 
exchange of medical or personal data. 
 
Sustainability and Continuing Change 
------------------------------------ 
 
¶12.     Increased use of eServices at post will continue to 
generate recommendations by users in the field for 
enhancements and improvements.  In order to properly manage 
the programming required by these recommendations, the RIC has 
created an eServices/WebPASS Working Group.  User-recommended 
changes that are already in the development stage include 
internet-accessible eServices; changing the title of "Ask the 
Pro" and placing it at the end of eServices dropdown lists; 
and allowing the attachment of documents to service requests 
as needed.  More information on the activities of the 
eServices/WebPASS Working Group, including a complete list of 
field suggestions under consideration, will be provided 
septel.  In the meantime, users are encouraged to submit 
suggestions to their 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 
 
¶13.       Minimize considered. 
CLINTON