1. Lean Program at CTS and Incident Management Notification Project

2. CTS Lean Program Overview Lean Promotion Office Launched 11/2012 Supported by Lean Steering Committee and SharePoint Projects: o 2 Completed o 3 In Progress o Queue of Ideas in Pipeline Implementing Idea Management Solution (DRS Inspired) Challenge: 1 Trained Practitioner Customers Will be Involved in Projects

3. Incident Notification Project Update Incident Management/Notification Lean Project Customer Involvement from Labor & Industries and Social & Health Services Focus on improving communication about service incidents: – Timeliness – Completeness – Consistency

4. Incident Notification Project Update CURRENT: Major Incident opened and communicated when CTS discovers or customer phone calls/emails Email is primary method for communication When email impacted, CTS Service Desk calls impacted agency Help Desks Out of Band solution in place only for disaster situations

5. Incident Notification Project Update ISSUES IDENTIFIED: While investigation underway: – Additional calls received – Customers may be unaware of issue until notification sent – Customers do not know if CTS has awareness Internal escalation Timing of notification, consistency of notification Out of band only set up for disasters Email is primary method for communication

6. Incident Notification Project Update PROPOSED CHANGES: Implement voice message for incoming phone calls “Kitting” of messages: early notice, consistency Additional rigor for internal escalation process Web-location to post Major Incident information Consideration of more robust out-of-band tool SUMMARY: sooner/clearer/consistent/regular/multiple channels

7. Incident Notification Project Update NEXT STEPS: 90 Day Report Out Internal updates and training External updates and training Implementation of changes Assessment at 6 months