Rewrite in short. To fix these problems I think that Cascade's IT organization needs to have someone who is clearly responsible for the orientation system. This person would meet with Maggie regularly to discuss problems with the systems and talk about how they could be fixed. They could also observe the use of the system during orientation sessions to identify problems and could talk with Maggie about new features that are needed due to planned changes in the orientation process. Since Ryan is already working with Maggie, he could be a great person to do this. I don't think that this would keep him busy full time so he could fill the same role for other Cascade business units. A different option would be for Ryan to also handle all development and support work for the orientation system. This could work, but is probably not the best idea since it would still mean that if Ryan is moved to another project, no one is available to support the orientation system