Report 2008-113 Recommendation 14 Responses
Report 2008-113: Victim Compensation and Government Claims Board: It Has Begun Improving the Victim Compensation Program, but More Remains to Be Done (Release Date: December 2008)
Recommendation #14 To: Victim Compensation and Government Claims Board, California
To ensure that it maximizes its use of CaRES, the board should continue identifying and correcting problems with the system as they arise.
Annual Follow-Up Agency Response From January 2011
As with any system the "identifying and correcting problems with the system as they arise" is ongoing. The Board has a process in place for all CaRES users to report problems or issues with CaRES. All problems are reported to the IT Helpdesk either by phone or email. This applies to both board headquarters staff and Joint Powers staff throughout the state. A document (Reporting_CaRES_Issues) is available to users as a guide to providing IT with complete information about the problem. All problems are entered by the IT Helpdesk staff into a tracking system (Numara's Track IT!) and immediately routed to a manager for assignment to the appropriate resource. On a weekly basis the manager reviews the list of open issues with the Board CIO and reports on each issues progress/resolution. Based on the available data in Track-IT, we are seeing a downward trend in the number of problems or issues reported with CaRES. In 08-09, the number of reported issues were 2,693, in 09-10, it was 2,324 and for 10-11 (through November 30th), 574 issues have been reported with a year end estimate of 1,378. (2010-041, p. 139).
California State Auditor's Assessment of Annual Follow-Up Status: Fully Implemented
Agency responses received after June 2013 are posted verbatim.