North Dakota IT Department Moving Problem Tracking Software Online

North Dakota's Information Technology Department is preparing to track the state's software problems on the World Wide Web, a move that will enable customers to keep an eye on glitches to make sure they're fixed.

The department's goal is to put its internal HEATWeb problem tracking software on the Web by March 1, said Cindy Kemmet, ITD's Customer Support Center supervisor. The CSC answers an average of more than 2,000 customer calls per month, including queries from the entire state government as well as some cities and counties. At any time, 40 problems are being worked on, Kemmet said.

"Networks, computer problem calls, we log them and then fix and respond, but that takes a lot of human resources and people hours," Kemmet said. "When we get the HEATWeb software on the Web, after customers call to report their problem, they can hop in the Web to view its status and see who's working on it."

Within 30 days of putting the software on the Web, ITD ( plans to allow its customers to log their problems directly online and track them through to completion. "Hopefully, there won't be a lot of phone interaction with our remote customers [after that], especially for minor problems like having passwords reset, getting a printer started or a phone going down," Kemmet said.

GoldMine Software Corp., (, based in Colorado Springs, Colo., produces the HEATWeb software and recently introduced a process to make the tool Web accessible.


  • People
    Federal CIO Suzette Kent

    Federal CIO Kent to exit in July

    During her tenure, Suzette Kent pushed on policies including Trusted Internet Connection, identity management and the creation of the Chief Data Officers Council

  • Defense
    Essye Miller, Director at Defense Information Management, speaks during the Breaking the Gender Barrier panel at the Air Space, Cyber Conference in National Harbor, Md., Sept. 19, 2017. (U.S. Air Force photo/Staff Sgt. Chad Trujillo)

    Essye Miller: The exit interview

    Essye Miller, DOD's outgoing principal deputy CIO, talks about COVID, the state of the tech workforce and the hard conversations DOD has to have to prepare personnel for the future.

Stay Connected


Sign up for our newsletter.

I agree to this site's Privacy Policy.