Colorado Department of Corrections Automates IT Service and Support at 25 Facilities

— November 29, 2006

The Colorado Department of Corrections has teamed with Numara Software to manage IT support for 6,000 state employees at 25 locations throughout the state. The software program also will be used to monitor private prison facilities.

The CDOC will use Numara FootPrints, an ITIL verified web-based service desk automation product that centrally tracks and manages all incoming service and support requests received from multiple communication channels, including phone, email, the Web, and chat. In addition to Numara FootPrints' centralized incident, problem, and request management, the Numara FootPrints product line offers various add-on tools and integrations with leading solutions to extend the service desk with change management, automated IT asset management, dynamic access to LDAP and SQL-based directories, live eSupport, and other programs.

In order to deliver effective IT service and support to its 6,000 employees and manage its IT infrastructure, CDOC created an IT support center powered by Numara FootPrints. The support center helps CDOC track and manage all types of IT projects, including multi-channel end-user support requests, department-wide application upgrades, network outages or errors, and more. All IT incidents from 25 facilities are logged into the Numara FootPrints system, which is managed by 81 agents located in various areas of the state. The agents are assisted by four inmates, utilizing separate Numara FootPrints projects, who have proven valuable at resolving many non-confidential level-one support requests.

“FootPrints is an amazingly agile product,” stated Paul Lewin, CIO of Business Technologies at the Colorado Department of Corrections. “The product's ease-of-use and 100 percent web-based access for agents were key draws for us. As soon as we implemented the product, the system's flexibility and customization capabilities made it easy to integrate with a range of different business processes and existing applications.”

“Prior to FootPrints, we had no way of gathering information and reporting on IT problems,” explained Karen Danley, BT Support Center Manager at Colorado Department of Corrections. “Since implementing FootPrints, we have definitely seen an increase in work efficiency. Support agents and employees leverage the system as a knowledge base to solve problems much faster.”

CDOC officials within the Private Prison Monitoring Unit also use Numara FootPrints to track contractual deficiencies within the private facilities (outside of the 25 state-run correctional institutions), and to monitor overall performance levels of these facilities. State-regulated private correctional facilities must comply with strict standards, guidelines, and regulations pertaining to inmates' living conditions, quality of food, and other areas. Members of the Private Prison Monitoring Unit closely monitor contractual deficiencies and frequently visit inmates to ensure standards are being upheld and regulations are being met. They report violations and other relevant findings in Numara FootPrints remotely. This information is then logged, auto-routed to appropriate staff, and proactively managed in Numara FootPrints, allowing CDOC to quickly address specific cases and better monitor overall performance and compliance of the private correctional facilities.

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