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Health and human services convergence: From vision to reality

HOW TO OVERCOME THE CHALLENGES

Human services agencies are struggling to meet increased demand for better outcomes with fewer resources and siloed legacy technology systems. They need a new vision for client-focused solutions that enable caseworkers to handle relationships holistically by achieving convergence in human services.

This IDC Government Insights white paper offers insights into achieving such a vision. The paper examines how health and human services providers can build a coordinated view of their clients. It addresses measures to upgrade and optimize legacy systems to improve caseworker effectiveness. And it offers a model for implementing integrated case management systems within the Human Services Value Curve: a framework for delivering the services most appropriate to improving the quality of life of individuals and families.

KEY FINDINGS

Convergence hinges on digitally empowered citizens, community care and seamless insight.

Rather than passively receiving benefits, many people want to manage their health and human services cooperatively. Many states already provide citizen portals, and some are commissioning mobile apps.

Traditional approaches have not addressed the social conditions that substantially influence people’s health and wellbeing. Coordinating care holistically moves services from system centered to family and community centered and leverages community-based assets.

States recognize the importance of improved data sharing. Many are integrating their program data so they can view people and families holistically and thus design more effective interventions.

ANALYSIS

The Human Services Value Curve presents an ecosystem for health and human services convergence that leverages digital human services technology to empower citizens, coordinates care holistically, and helps agencies move from data silos to seamless insight.

The Accenture Human Services Suite has helped state agencies upgrade legacy systems into a single, integrated system that enables data sharing and facilitates interoperable services. At its heart is a digital ecosystem that helps caseworkers address complex individual situations holistically.

RECOMMENDATIONS

Agencies need to adopt human services technology that can help them deliver on the promise of the Human Services Value Curve. A digital ecosystem is critical to success. In addition, agencies need a governance structure that incorporates all stakeholders. They need to endorse the active participation of benefit recipients, and to measure the success of mission delivery by outcomes, including citizen satisfaction.
"An integrated services delivery ecosystem is essential for delivering appropriate services matched to individual and family needs."

ADELAIDE O’BRIEN
Research Director, United States, Government IT Transformation Strategies, IDC.

Author

Adelaide O’Brien

Adelaide O’Brien

Research Director, United States

IDC Government Insights IT Transformation Strategies provides insights into government use of technology to deliver mission-critical programs in the most cost-effective manner. It also provides insight into which innovative technologies are causing significant shifts in the ways government agencies conduct business.


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