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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 
 
¶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