CIS 101 Assignment 14.1

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University of Maryland, University College *

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Computer Science

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Dec 6, 2023

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CIS 101 Assignment 14.1 1. The organization that sponsored the project is the U.K.’s Child Support Agency (CSA). The CSA oversees the assessment and collection of child-support payments for parents who have separated. CSA is a delivery arm of the Department for Work and Pensions (Child Maintenance Group) in Great Britain and the former Department for Social Development in Northern Ireland . Launched on 5 April 1993, the CSA was to implement the Child Support Act 1991 and arrange payments for parent s living with their children. The CSA was abolished and replaced in 2012 by its successor, the Child Maintenance Service (CMS). 2. A child-support case management and telephony system that's expected to cost the U.K. government $806.5 million over 10 years is in danger of being unplugged if the agency overseeing the project can't fix technical and operational problems within the next few months. The implementation involves a Java-based application that was developed by Electronic Data Systems Corp. for CSA. The project also includes a companion call center system built by BT Group PLC's consulting and systems integration unit. The complaints about the system include missed rollout deadlines, an inability to add new cases and migrate existing ones to the system, and an "appalling level of service" on telephony. About 170,000 child-support cases need to be entered into the system and that the backlog is growing by 30,000 cases each quarter. 3. Electronic Data Systems, headquartered in Dallas, is an independently operated and wholly owned subsidiary of General Motors Corp. that specialized in the
management of information technology. EDS designs, installs, and operates data-processing systems for the automotive, communications, energy, financial, government, healthcare, insurance, transportation, utility, and manufacturing industries, as well as for retail distributors. It owns and operates one of the world’s largest private digital telecommunications networks, EDSNET, which reaches fifty states and twenty-seven countries. The firm was founded by H. Ross Perot and incorporated on June 27, 1962. 4. The initial cost was $806.5 million over 10 years 5. The project is 18 months in from the date they went live. They are given two months to fix technical and operational problems. There is no information stating how much the organization has spent. 6. The complaints about the system include missed rollout deadlines, an inability to add new cases and migrate existing ones to the system, and an "appalling level of service" on telephony. About 170,000 child-support cases need to be entered into the system and that the backlog is growing by 30,000 cases each quarter. the case management and telephony systems don't work well together, resulting in calls being routed to the wrong place and cases disappearing from the caseworker's screen as staff try to answer a telephone inquiry. 7. Because of the technical problems, the CSA is continuing to run its older applications in parallel with the new system, which is known as CS2. Some of the agency's workers still rely solely on the old system, which isn't fully automated and requires heavy use of paper documents.
8. Based on the information provided in the article, phase 5 Systems Implementation, was affected most and where problems occurred. In systems implementation, the process of changing- converting, from the old system to the new one and training people to use the new systems is where most problems occurred. CSA used the parallel approach, where old and new systems are operated side by side until the new one proves to be reliable. This approach is low risk and because the new system is failing on them, the organization can just switch to the old system like they have been to keep going. Because of the missed rollout deadlines, there’s been an inability to add new cases and migrate existing ones to the system. There also seems to be issues in the systems maintenance phase of the project. This is where the organization determines whether the new procedures are furthering productivity with the new system. Because it doesn’t seem to be that way, the organization may need to do some redesigning. All systems should be evaluated from time to time to determine whether they are meeting the goals and providing the service they are supposed to.
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