To: Board of Supervisors
From: Marla Stuart, Employment and Human Services Director
Report Title: Agreement 20-693-0 (Admin) Application Integration Between CalSAWS and Employment and Human Services Help Desk Ticketing System
☒Recommendation of the County Administrator ☐ Recommendation of Board Committee
RECOMMENDATIONS:
APPROVE and AUTHORIZE the Employment and Human Services Director, or designee, to execute an agreement with CalSAWS Consortium and Gainwell Technologies LLC, in an amount not to exceed $69,760 for services to create an interface to exchange help desk ticket information for the period July 1, 2025 through June 30, 2026.
FISCAL IMPACT:
100% State; all of which is budgeted in FY 25-26.
BACKGROUND:
The Employment and Human Services Department (EHSD) is in the process of implementing a best-in-class Help Desk Ticketing System using ServiceNow. CalSAWS also uses ServiceNow for its ticketing system. The purpose of this agreement is to create an Application Programming Interface (API) between EHSD’s ServiceNow and CalSAWS that will eliminate the current process that manually inputs ticket information into CalSAWS ServiceNow. The API will reduce the six minutes it now takes to enter a ticket to less than a minute. The expected outcome is improved efficiency and accuracy of case ticket information.
CONSEQUENCE OF NEGATIVE ACTION:
EHSD staff will continue the process of manually entering ticket information into the CalSAWS ServiceNow ticketing system with increased inefficiency and incorrect case ticket information.
CHILDREN'S IMPACT STATEMENT:
This agreement supports all five community outcomes established in the Children’s Report Card: 1) “Children Ready for and Succeeding in School”; 2) “Children and Youth Healthy and Preparing for Productive Adulthood”; 3) “Families that are Economically Self Sufficient”; 4) Families that are Safe, Stable and Nurturing”; and 5) “Communities that are Safe and Provide a High Quality of Life for Children and Families,” by supporting staff working directly with families and children.