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How to Improve Citizen Services Through Data Analysis and Management

Today GovLoop and IBM are releasing a new report, Smarter Care: Social Programs and Wellness in the Digital Age. This report explores how agencies can connect the dots with their social programs data to gain a full view of a client. In turn, this will improve the health and wellness social program participants, and drive new efficiencies for the agency. In this report, we speak with IBM thought leaders and provide a case study from Alameda County Social Services Agency (SSA). Download a PDF, or view online below.

At the turn of the 20th century, German sociologist Max Weber wrote about the emergence of the modern bureaucracy and the changing role of civil servants. Weber astutely observed a shift in the post-industrial era, organizations transitioned from a charismatic leader model to an administrative-staff model, guided by formal codes and regulations. This shift gave birth to the modern bureaucracy that millions of citizens globally rely on for their health and well-being.

Today, social service delivery models have evolved from Weber’s theories and are closely linked to efficient and effective information systems. Agencies have explored ways to increase interoperability and connect systems to obtain actionable insights from the volumes of data they collect, store and manage. IT systems have become an integral part of reform in the social sector, and have improved agencies’ ability to meet growing citizen demand.

Growing demand and emerging technology is certainly not just a phenomenon in the United States. Globally, leading organizations have recognized the clear link between the health and wellness of individuals, and the economic and social vitality of their communities. In this white paper, GovLoop and IBM® have identified how agencies have leveraged technology to transform services. These trends have inspired the concept of Smarter Care, which places an emphasis on collaboration across government boundaries, social programs, life sciences, health plans and providers. With the IBM® Smarter Care approach, communities have:

  • Leveraged IT systems to obtain a holistic view of a citizen across government programs.
  • Utilized new and existing data sources for deeper engagement.
  • Enabled consistent and optimized delivery outcomes at a lower cost.
  • Promoted interoperability of IT systems to drive mission based efficiencies.
  • Emphasized wellness and preventative care initiatives.

Nicole Gardner, Vice President, Global Industry Leader, Social Security and Government Healthcare, IBM®, said, “Smarter Care is about the intersection of social programs and health care, and how we can promote the interoperability and a wider view of the individual or family, so we can help them maximize their productivity and participation in society.”

In addition, Nathan Greenhut, Government Center of Competence – Social Segment, IBM®, added, “Smarter Care looks at the holistic well-being of the individual 100% of the time, even when they are in a program, hospitalized, sick or well. The approach educates and engages individuals, case-workers and communities together to fix problems at their source by coordinating care across multiple providers.”

The Smarter Care approach comes at a time when government agencies are under constant pressure to provide improved services to constituents. New communities of practice have emerged and operate under unique partnerships and relationships. This has changed the way government provides assistance to those in need.

Related Resources

The IBM Analytics Solution Center (ASC) is part of a network of global analytics centers that provides clients with the analytics expertise to help them solve their toughest business problems. Check out their Analytics to Outcomes group on GovLoop.Advertisement