Technology factors strongly influence the laptop experience. In this pilot project, the delivery of the technology experience is distributed across four organizations: ACS MIS, DOITT, Verizon Wireless, and OCFS. ACS MIS is responsible for delivering the overall technology service but does not control all the necessary pieces. This can be shown in the network path that was set forth for caseworkers to connect from the laptops to the CONNECTIONS application. NYC DOITT requires that all external access to city agency systems come through DOITT servers. As shown in Figure 2, caseworkers logon first to the laptop, then DOITT’s server, then to ACS’ Terminal Server, and then to the CONNECTIONS Citrix servers. To gain access to local ACS applications, which caseworkers also need, the path must channel through ACS servers. But this path of getting to the CONNECTIONS application negatively impacts performance by requiring an additional logon and using a Citrix session thus slowing overall system response.

While in the field, connectivity is a very large contributor to the overall experience. Access to wireless networks is critical to mobility when out in the field or working from home. Wireless signal strength varies from place to place, affecting performance. The NYS Office of Court Administration (OCA) also influences connectivity in the City’s courts. Since caseworkers spend a considerable amount of time waiting for court appearances, court connectivity is important. Applications and network technology are also influenced by the NY State agency with overall responsibility for CPS work: OCFS. OCFS in turn must follow technical and security guidelines set by two other NY state agencies: the Office for Technology (OFT) and Office of Cyber Security and Critical Infrastructure Coordination (CSCIC).

To add to the complexity, within ACS MIS, there are separate divisions for technology procurement, support, deployment training, and infrastructure maintenance. ACS MIS drew on these resources for developing the deployment handbook and providing technical support for mobile caseworkers. ACS MIS also relies on other departments for maintenance of servers that affect laptop performance.

Finally, device and accessory characteristics play an important role in the experience. Devices that are light, yet durable, with a long battery life usually improve the experience. Smaller laptops that fit in work bags may be used more. Not every caseworker will like all the characteristics of the laptops, but the number positive features increases the quality of the overall experience.