{"id":14938,"date":"2016-11-18T16:50:39","date_gmt":"2016-11-18T21:50:39","guid":{"rendered":"https:\/\/digital.hbs.edu\/platform-rctom\/submission\/360-view-of-the-citizen-digitally-enabled-social-services\/"},"modified":"2016-11-18T16:50:39","modified_gmt":"2016-11-18T21:50:39","slug":"360-view-of-the-citizen-digitally-enabled-social-services","status":"publish","type":"hck-submission","link":"https:\/\/d3.harvard.edu\/platform-rctom\/submission\/360-view-of-the-citizen-digitally-enabled-social-services\/","title":{"rendered":"360\u00b0 View of the Citizen: Digitally Enabled Social Services"},"content":{"rendered":"

Issue: <\/strong>Social services are split across three siloed ministries. Citizens with complex needs had to visit multiple ministries to receive benefits. Ministries stored information across 50 different 30-year-old systems as well as paper files. Each ministry only had information for their own area, so there was no holistic view of a citizen.<\/p>\n

Digital Solution: <\/strong>Over five years, a customer relationship management (CRM) software solution was implemented to digitize social services, share information across ministries, and provide better service to citizens.<\/p>\n

\"tom-pic-icm-benefits-page-001-3\"<\/a><\/p>\n

BUSINESS MODEL IMPACTS: CITIZENS RECEIVE BETTER SOCIAL SERVICES <\/strong><\/p>\n

ICM helps get \u201cthe right information to the right people at the right time, in a secure manner that protects privacy, to improve outcomes for citizens<\/strong> through the cohesive delivery of social services[1]<\/a>.\u201d Today, citizens spend less time filling out forms and receive quicker service. Because data is shared, case workers have a more complete picture of the citizen and their situation and evaluate citizens holistically. The purpose of case management is to \u201cdevelop an ongoing relationship with the patient\u201d[2]<\/a> and studies have shown that this method has led to \u201cimproved occupational functioning, less social isolation and more independent living.\u201d[3]<\/a>\u00a0 A case worker can check a citizen\u2019s welfare status, employment assistance services, any citations of domestic abuse etc. This is characterized as \u201ccitizen-centered service delivery\u201d which focuses on individual needs instead of Ministry-specific services.[4]<\/a>[5]<\/a><\/p>\n

OPERATING MODEL IMPACTS: NEW WAYS OF ADMINISTERING SOCIAL SERVICE \u00a0<\/strong><\/p>\n

To improve delivery of social service programs \u201coutdated and inflexible information systems\u201d[6]<\/a> were replaced which changed the way 9,000[7]<\/a> staff did their jobs. Prior to ICM, administrative activities took away time from direct service delivery and staff couldn\u2019t access appropriate information needed about the citizen[8]<\/a>. ICM brought a wave of changes \u2013 better tools for front\u2010line workers, coordinated planning, case management, consistent service standards, information sharing across ministries, enhanced reporting and streamlined administration for service providers[9]<\/a>. ICM introduced consolidated citizen data<\/strong> (single source for data), policy automation \/ eligibility determination<\/strong> (rules built into system rather than relying on policy manuals) as well as electronic document management<\/strong> (allows access to information independent of geography). While these are not groundbreaking digital technologies in sectors like retail for government this is a big step forward.<\/p>\n

CHANGE IS HARD: ICM CRITIQUES<\/strong><\/p>\n

Training and change management needed to digitize the workforce has proved difficult. This was a fundamental shift in 30-year old standard operating procedures. An ICM executive noted issues with \u201clevel of comfort with technology in general.[10]<\/a>\u201d This ballooned in the media. One newspaper called ICM a \u201ccolossal failure,\u201d[11]<\/a> and another cited grievance from social workers, \u201cdata routinely disappeared, and the system was extremely cumbersome to use.\u201d[12]<\/a> As with all implementations there is an initial learning curve and fine tuning needed. I\u2019m sure everyone in the RC class has experienced similar roadblocks teaching their parents how to use technology properly.<\/p>\n

Others question data integrity. One article warned, \u201cCan you imagine if every bit of information every Ministry in BC has on you was in one place? It would be the single biggest target in the province.\u201d[13]<\/a> To researchers, this is a non-issue as there is encryption technology to adequately protect confidentiality[14]<\/a>. To me, storing information about citizens in different places is inefficient like a squirrel burying acorns in a field when the squirrel bury all acorns in a secure shed instead.<\/p>\n

Finally, as a government initiative, ICM unearthed political tensions, \u201cthis computer system is a tremendous waste\u2026 it\u2019s infuriating when B.C. Liberals waste crucial dollars.\u201d[15]<\/a><\/p>\n

NEXT STEPS <\/strong><\/p>\n

Changes to business and operating model may win back the public and continue to deliver quality social service to BC citizens. But is it worth the extra cash?<\/p>\n

Short-term Improve UX: <\/strong>Without changing any of the underlying data, ICM should look to overlay a simpler cleaner user experience to make the enterprise system more intuitive and behave like a consumer-grade application<\/p>\n

Medium-term Social Media: <\/strong>Presence on social networking sites can make ICM social services more accessible. For example, the U.S. Department of Health and Human Services and the National Suicide Prevention Lifeline collaborates with Facebook. When a suicidal Facebook comment is posted, Facebook sends an email an encourages the user to call the the National Suicide Prevention Lifeline[16]<\/a><\/p>\n

Long-term \u201cTeleMentalHealth \/ TelePsychology<\/strong>[17]<\/a>\u201d: <\/strong>ICM can look to incorporate additional digital technologies like chats, interactive tele-video-conferencing technologies, or virtual reality (VR). <\/strong>TelePsychology is effective treating anxiety, agoraphobia, PTSD, depression.[18]<\/a> For example, www.asktheinternettherapist.com<\/a> has therapists available by chat. Some clinicians believe that maintaining online relationships with clients on social networking sites can be used as a \u201ctherapeutic tool\u201d[19]<\/a><\/p>\n

 <\/p>\n

word count: 796 words<\/p>\n

 <\/p>\n

[1]<\/a> Ontario Municipal Services Association \/ Debi Upton. 2013.\u00a0Integrated Case Management (ICM) Overview<\/em>\u00a0<\/em>. [ONLINE] Available at:\u00a0http:\/\/omssa.com\/education\/conferences\/2013-hsiDec-policy-conference\/conference-program\/presentations-and-videos\/1.1-upton<\/a><\/u>. [Accessed 16 November 2016<\/p>\n

[2]<\/a> Goering, P.N., Wasylenki, D.A., Lancee, W.J., Farkas, M. and Ballantyne, R., 1988. What difference does case management make?.\u00a0Psychiatric Services<\/em>,\u00a039<\/em>(3), pp.272-276.<\/p>\n

[3]<\/a>\u00a0IBID, pp.272-276.<\/p>\n

[4]<\/a> Ontario Municipal Services Association \/ Debi Upton. 2013.\u00a0Integrated Case Management (ICM) Overview<\/em>\u00a0<\/em>. [ONLINE] Available at:\u00a0http:\/\/omssa.com\/education\/conferences\/2013-hsiDec-policy-conference\/conference-program\/presentations-and-videos\/1.1-upton<\/a><\/u>. [Accessed 16 November 2016<\/p>\n

[5]<\/a> Province of British Columbia. 2013.\u00a0Personal Information and Integrated Case Management<\/em>. [ONLINE] Available at:\u00a0http:\/\/www2.gov.bc.ca\/assets\/gov\/british-columbians-our-governments\/organizational-structure\/ministries-organizations\/social-development-social-innovation\/icm-information.pdf<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[6]<\/a> Province of British Columbia. 2015.\u00a0FACTSHEET: Integrated Case Management project<\/em>. [ONLINE] Available at:\u00a0https:\/\/news.gov.bc.ca\/factsheets\/factsheet-integrated-case-management-project<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[7]<\/a>\u00a0IBID.<\/p>\n

[8]<\/a> Ontario Municipal Services Association \/ Debi Upton. 2013.\u00a0Integrated Case Management (ICM) Overview<\/em>\u00a0<\/em>. [ONLINE] Available at:\u00a0http:\/\/omssa.com\/education\/conferences\/2013-hsiDec-policy-conference\/conference-program\/presentations-and-videos\/1.1-upton<\/a><\/u>. [Accessed 16 November 2016<\/p>\n

[9]<\/a>\u00a0IBID<\/p>\n

[10]<\/a>\u00a0IBID<\/p>\n

[11]<\/a> Times Columnist \/ Lindsay Kines . 2013.\u00a0Children’s watchdog says computer system for social workers a \u201ccolossal failure\u201d – See more at: http:\/\/www.timescolonist.com\/news\/local\/children-s-watchdog-says-computer-system-for-social-workers-a-colossal-failure-1.56291#sthash.yRzMYO2q.dpuf<\/em>. [ONLINE] Available at:\u00a0http:\/\/www.timescolonist.com\/news\/local\/children-s-watchdog-says-computer-system-for-social-workers-a-colossal-failure-1.56291<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[12]<\/a> Institute of Electrical and Electronics Engineers. 2014.\u00a0British Columbia’s Integrated Case Management System Falls Over<\/em>. [ONLINE] Available at:\u00a0http:\/\/spectrum.ieee.org\/riskfactor\/computing\/it\/british-columbias-integrated-case-management-system-falls-over<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[13]<\/a> PrivaSecTech. 2013.\u00a0Integrated Case Management<\/em>. [ONLINE] Available at:\u00a0https:\/\/privasectech.com\/integrated-case-management\/<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[14]<\/a> Reamer, F.G., 2013. Social work in a digital age: Ethical and risk management challenges.\u00a0Social work<\/em>, p.swt003.<\/p>\n

[15]<\/a> Indo-Canadian Voice Newspaper \/ Rattan Mall. 2015.\u00a0$182-million Integrated Case Management System has not fulfilled its key objectives: Auditor General<\/em>. [ONLINE] Available at:\u00a0http:\/\/www.voiceonline.com\/182-million-integrated-case-management-system-has-not-fulfilled-its-key-objectives-auditor-general\/<\/a><\/u>. [Accessed 16 November 2016].<\/p>\n

[16]<\/a> Reamer, F.G., 2013. Social work in a digital age: Ethical and risk management challenges.\u00a0Social work<\/em>, p.swt003.<\/p>\n

[17]<\/a> Zur, O., 2012. TelePsychology or TeleMentalHealth in the digital age: The future is here.\u00a0California Psychologist<\/em>,\u00a045<\/em>(1), pp.13-15.<\/p>\n

[18]<\/a>\u00a0IBID, pp.13-15.<\/p>\n

[19]<\/a> Barak, A. and Grohol, J.M., 2011. Current and future trends in internet-supported mental health interventions.\u00a0Journal of Technology in Human Services<\/em>,\u00a029<\/em>(3), pp.155-196.<\/p>\n

 <\/p>\n

Photo reference: http:\/\/www.countyofcolusa.org\/index.aspx?NID=105<\/p>\n","protected":false},"excerpt":{"rendered":"

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