cividas SOCIAL allows the Administration to manage the provision of social welfare services more effectively, facilitating the work of employees and improving the citizens' quality of life.
Social welfare departments assist an increasing number of citizens due to the effects of the economic crisis and population ageing. This leads to the accumulation of a large number of records and the increasing risk of not being able to handle all these cases in time.
This solution, which is based on the e-Government platform cividas e-GOV, allows for managing a large volume of cases by processes by automatically distributing the work within the different Social Service departments/units.
This facilitates the public employees´ work when having to assess each case by providing centralized and updated information about the people they assist, internal processing forms, calendar management, etc. The social service authorities can obtain reports on the use of resources and the needs of citizens, which will allow them to optimize the services provided by them.
Within a Spanish municipality, the Social Services department is responsible for providing assistance to all citizens in need, given that they meet the requirements. This process is divided into two phases: first, someone assesses the person and the type of help he/she needs and after that, he/she is connected to the correct service or person who will be responsible for handling the case.
It is a service highly valued by citizens and in which a large number of professionals and centers around the city, each with its own operations, are responsible for carrying out the various activities involved.
Finally, there is the obligation to report a series of data about every person that was served to the Ministry of Health. This has to be done through a system called SIUSS, which is aimed at planning and coordinating social services across the state. This system has a standardized format, and in the past this data was entered manually in this town hall.
The main problem of this department was dispersion of information, which was presented in different formats, because of the high number of people and institutions involved. Thus, it was difficult to keep track of the care a person has received throughout his/her life and to monitor this. Therefore, it was necessary to find a way to centralize all information on the citizens served by Social Services and to standardize the way in which it is presented. In addition, the confidentiality of this information had to be respected due to its high sensitivity.
Moreover, the economic crisis caused an increase in the demand for grants, while the resources available by the municipality had been frozen. This caused an urgent need for a more efficient way to coordinate the resources available in the department and introduce tools that allow for fully automating as much tasks as possible.
By the year 2012, the government team of the City Council decided to take action and deal with the aforementioned problems by implementing cividas SOCIAL, a solution based on e-Government platform cividas e-GOV and fully adapted on the characteristics of Social Services.
This solution provided the council with the technological tools needed to implement a single social record, in which all information on every citizen and their families was centralized. This included basic information on every citizen, the interventions carried out, ongoing activities, etc. This was implemented together with a comprehensive permission system that guaranteed the privacy of sensitive data.
At the same time, they defined the process for every activity (home care, emergency, education, integration of migrants, information for seniors, etc), and implemented a system of process management with a workflow that automatically distributes work among the different the areas of Social Services.
They also introduced tools for automating the most common tasks, such as: calculation of expenses, reports containing information on the status of previous interventions, statistical control frame for comprehensive analysis of the data in the system, an intelligent calendar and agenda for social workers, etc.
Finally, they implemented a number of connectors that enable sharing information between the solution and various applications and platforms. This happened mainly with the Ministry of Health SIUSS but also with other entities such as those connected to the SARA Network. This gave Social Services instant access to valuable information regarding citizens, such as the tax data required in order to provide grants or other types of aid.
The result was a resounding success for this council, which was fortunate to have a government team that focused on the needs of its citizens and believed in the ability of technology to transform and improve the services provided by the Administration as well as improve the quality of life of the people that manage and provide these services.
cividas SOCIAL endowed this council with the necessary tools in order to automate much of the bureaucratic processes that previously had to be done by workers. So, today they can instead focus on providing the best care to the greatest number of citizens.
Regarding the government team, now it has tools that allow it to coordinate the different areas and workers of this department more effectively, thanks to the centralization of information. Moreover, the introduction of tools for statistical analysis allows for the identification of possible errors and functional deficiencies, enabling the team to, for example, spend less or more resources on a certain geographical area based on identified needs.
The integration with systems and applications has enabled automation of a good number of common actions. For example, workers no longer had to re-enter all information required by the Ministry of Health for every single 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 (economic crisis, political decisions, etc.). However, data indicating a clear progress between 2013 and 2014 certainly does exist.