Last week, the ctcLink project put a revised support model in place to better assist FirstLink colleges (FLCs) through the ctcLink stabilization phase. The FLCs and ctcLink Support Team continue to use the online ticketing system to request assistance and document solutions, but the team is also now available via web conference and open phone lines for individuals or teams at the FLCs to get immediate assistance on processes or issues as they come across them throughout the workday.
ctcLink Project Director Dennis Colgan said the revised model seems to be working well. “We’ve received positive feedback from both Spokane and Tacoma colleges,” he said. “Not only has the team been able to significantly resolve the number of critical and urgent tickets in the online ticketing system, but we’ve also heard from college subject matter experts that they appreciate the immediate and personal access they have to the project team.”
The Stabilization phase for FLCs is expected to continue through December. In addition, project leadership is putting a significant amount of focus on prepping implementation activities for Wave 1 colleges, which are currently scheduled to switch over to the ctcLink system in late August 2o16. (As a reminder, Wave 1 colleges are: Clark, Columbia Basin, Grays Harbor, Green River, Lower Columbia, Peninsula and Pierce).