Beyond the Single Social Record
The social services department of a Spanish municipality is responsible for providing assistance to all citizens in need, provided they meet the requirements. The process is divided into two phases: first, one looks at the person and the type of help you need is assessed; then he is referred to the specific service that will be responsible for handling your case.
It is a highly valued service by citizens and in which a large number of professionals and centers around the city, each with its own operation and responsible for carrying out various activities involved.
Finally, there is the obligation to report to the Ministry of Health a series of data on each person served through a system called SIUSS, which aims to plan and coordinate social services across the state. This system has a standardized format, and so far, in this hall, the data were entered manually.
The main problem of this department was the dispersal of information, presented in different formats, because the number of people and institutions involved. Thus, it was difficult to keep track of the care they had received a person throughout their life and thus make adequate monitoring. It was therefore necessary to find a way to centralize all available information on the persons served in social services and standardize the way of presenting it. In parallel, it was essential to respect at all times the confidentiality of such information due to the high sensitivity of much of it.
Moreover, the arrival of the economic crisis was an increase in demand for these grants, while the resources available by the municipality had been frozen. This raises the urgent need to find more efficient to coordinate the resources available in the department and introduce automation tools to enable the widest possible set of tasks forms.
By the year 2012, the government team of the City Council decided to take action on the matter and deal with the problems mentioned above cividas SOCIAL implemented, a solution based on e-Government platform cividas e-GOV, but with the nature of operating characteristic of Social Services.
This solution gave the council of the technological tools needed to implement the single social record, in which all information on every citizen and the family unit to which it belongs was centralized: basic information of its members, interventions carried out in the same , ongoing activities, etc. This, together with a comprehensive permit system that guaranteed at all times the privacy of sensitive data, both from the record of the citizen as of interventions.
On the other hand, support and processes for each activity (home care, emergency, education, integration of migration, information to women, seniors, etc.), and process management that allowed the engine defined workflow the solution automatically distribute work between different areas that are part of the Social Services.
Tools for automating the calculation of expenses, reports with all kinds of information on the status of the various interventions, statistical control box for analysis: various tools that allowed automate many of the most common processes in the Social Services was also introduced comprehensive system data, calendar and agenda “smart” for social workers, etc.
Finally, a number of connectors that allow sharing of information between the solution and various applications and platforms are introduced; mainly with the Ministry of Health SIUSS, but also with others such as Red SARA, which allowed the Social Services know instantly valuable information on citizens, as tax data required for the granting of certain types of aid.
The result was a resounding success for this council, which was fortunate to have a team of government focused on the needs of its citizens and believes in the ability of technology to transform and improve the services provided by the Administration, the same so that the quality of life of people that manage and provide these services.
cividas SOCIAL endowed this council with the necessary tools to automate much of the red tape that previously had to be performed by workers in social services;thus, today they can focus on providing the best care and the greatest number of citizens.
Regarding the government team, now it has tools that allow you to more effectively coordinate the different areas and workers of this department, thanks to the centralization of information. Moreover, the introduction of tools for statistical analysis allows locating possible errors and functional deficiencies or geographical areas, being able to spend more or less resources based on identified needs.
Systems integration and automation applications has allowed a good number of common shares, avoiding, in the case of SIUSS, having to re-enter all the information required by the Ministry of Health on each intervention of Social Services.
As for the quantitative analysis of the effects of the implementation of the solution, it is not easy to make a mere numerical comparison in these services, because of its dependence on external factors (cuts because of the crisis, political decisions, etc.); however, if certain data that indicates clear progress between 2013 and 2014: from 597-969 in the opening of new records, 225-363 at the start of applications and 18457-22293 in the register of Appointments primary care.