Project Details – Deep Dive into Webloris Website Case Studies

Tech

Transformation

CWS/CMS Operational Support Services

Child Welfare Services/ Case Management System

Client:

County of San Bernardino

Role:

Technical Operations • Software & Hardware Support • Field Enablement

Overview

E.K. Associates supported San Bernardino County’s Department of Children’s Services by delivering on-site technical operations services for the statewide Child Welfare Services / Case Management System (CWS/CMS). The team operated across seven county locations, serving as the central point of support for end users, infrastructure dependencies, and day-to-day system use within child welfare operations.

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Through hands-on troubleshooting, workflow assistance, and issue resolution, E.K. Associates helped frontline staff maintain system access, overcome technical barriers, and sustain continuity of services for at-risk children and families.

E.K. Advantage

Single Point of Accountability for System Support

We served as the designated single point of contact (SPOC), providing users with a streamlined and reliable path for resolving functional and technical issues.

Field-Ready, On-Site Support Model

We maintained an on-site presence across county offices, enabling faster response times, reduced ticket friction, and greater visibility into operational support needs.

Issue Intelligence & Readiness Tracking

We centralized user issues and incidents into tracking and knowledge repositories, enabling trend analysis, escalation insight, and continuous improvement.

Key Features & Work Performed

Application & Infrastructure Support

Delivered hands-on troubleshooting for CWS/CMS application performance and usability
Supported client/server applications, workstations, peripherals, and network connectivity dependencies

Issue Resolution & Service Continuity

Managed technical issues impacting caseworkers, supervisors, and operational staff
Served as the single point of contact for issue escalation and resolution coordination

Support Tracking & Knowledge Capture

Maintained incidents and service requests within a centralized tracking system
Analyzed issue patterns and trends to inform improvement and readiness planning

Impact Delivered

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Accelerated resolution of technical barriers affecting child welfare operations

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Improved continuity of service through consistent, reliable on-site system support

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Increased user confidence and reduced operational downtime

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Generated better insight into recurring issues and long-term improvement opportunities

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