CloseReach News – March 2020 



In response to COVID-19, we have made the decision to temporarily close our bricks and mortar location in Ottawa effective Monday, March 16th until at least April 5th. This is the best way we can do our part to promote social distancing and flatten the curve in the spread of the Coronavirus. Nothing is more important than ensuring the health and safety of our people, customers and communities. 


CloseReach is open for business 


Leveraging technology, we remain engaged with our Government of Canada and private sector customers making sure their QualiWare and Cherwell implementations are up, running and delivering value. Having access to strategy, operational, and planning information, detailed business processes and workflows, business rules and decisions, as well as other technical and organizational information delivered by these systems is crucial at times like these. CloseReach management, business operations and customer care, technical support, accounting and sales teams are on-line and will continue to deliver the highest levels of customer service. 


Software news

  • QualiWare 10.2 was released on February 21st and contains new capabilities for the Repository Administrator, Repository Explorer, Governance Workflow Engine and Data Modeling.
  • Cherwell 10.0 was released on March 3 and contains new capabilities such as Smart Collaboration and Self-Service, Omni Channel Access, Intelligence Built-in, and Service Management for the Enterprise.
  • QualiWare Translation Accelerator (previously known as Translation Suite):  a new QualiWare X version is currently being tested and will be available by March 23, 2020. Watch for details on how to download and install.  


New CloseReach employee  

Scott Elmore recently joined CloseReach as Senior Technical Specialist. Scott is an accomplished technology support specialist and systems administrator with over 20 years of experience managing server infrastructures and data center operations across multiple in-house and cloud-based platforms. He is a skilled problem solver with a proven ability to create and deliver support solutions. We are excited to have Scott join the CloseReach family. 


CloseReach QualiWare training goes virtual 

Our training schedule has been revised and customers now have a choice of in-class instructor-led training (currently suspended due to COVID-19) or instructor-led on-line/virtual courses. All courses will be delivered in an instructor-led on-line format until April 20th at which time delivery options will be re-assessed.  The current calendar can be viewed at this link: 


QualiWare on the cloud 

Given the current GC environment with limited VPN access and on-site technical support, if you are having issues with your internal QualiWare implementation, CloseReach can establish an external secure Azure cloud based QualiWare X environment outside the GC technical infrastructure. In this environment your data would be secure (reside in Canada, encrypted at rest, encrypted in transit). CloseReach staff would manage access to the cloud/repository environment and monitor performance so no additional technical resources would be required from the customer. We have two possible implementation options each with their own cost structure and operational trade-offs. For more information contact Cecile. 


March QualiWare Users Group Meeting 

Our March QUG meeting will be held on-line on Monday, March 30th from 4:00-6:00 pm Eastern.  A separate email with the agenda and registration information will be sent out next week or go to (registration link on the banner at the top).  If you have a specific topic you would like to discuss, please let us know. 


How to contact CloseReach

  • Support issues should be directed to or use the support portal on the CloseReach website to register a problem or service request
  • Accounting: CloseReach will ensure that all invoices are prepared as quickly as possible given GC fiscal year-end requirements. If you have any special YE requirements, please email  
  • For any other inquiries, please contact Kevin or Cecile 


Once again, thank you for trusting CloseReach. We are grateful for the public health authorities, healthcare workers and others in the community who are on the front lines working to help those affected by this unprecedented situation.  


We are all in this together - be safe, be kind, and reach out to help someone who needs it. 


Kevin O’Rourke                               Cecile Hurley 
President                                         Director, Customer Care  
613-505-0229                                  613-825-1769  



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