greg were - community data solutions: towards improved data collection in emergency relief
DESCRIPTION
Greg Were, Director, Community Data Solutions delivered this presentation at the 2014 National Emergency Relief Summit in Sydney/Australia. The two day conference assessed the current systems around service delivery and the challenges that arise around services dedicated to providing material and financial aid, employment, food, housing, addiction relief, transport help and domestic violence support. For more information about the event, please visit the conference website http://www.informa.com.au/emergencyreliefconferenceTRANSCRIPT
Inaugural National Emergency Relief
Summit
Presentation Overview
1. The ER data collection environment
2. Improving Australian ER data collection
3. Data system purchasing tips
4. Questions
Snapshot: Australian Emergency Relief
• Frontline for people in crisis in Australia
• Source of distributing utilities concessions, and other
assistance types
• Largest single service in Community Services
• Delivered by largest workforce, in highly variable
manner
• Commonwealth is main funding source
Snapshot: Australian ER Advocacy
• ER advocacy: domain of large national
providers
• Responsive to National Income Support
policy at local level
• Snapshot data
Why Data is Important
• Responding to National Income Support
policy
• Assisting advocacy, research and tender-
writing for local agencies
• Identifying growing poverty traps and service
support gaps in Australia
What Data should Agencies Collect?
Australian Agencies’ Data Systems
• Cardfiles
• Paper systems
• MS Excel / Access data systems
• Onsite servers onsite
• Multiple sites = disconnected data
• In-house agency-built systems
• Cloud-based SaaS
Drivers for Improving Data Collection
Practices
• Reporting to Government
• Managing funds
• Tracking in-kind resources
• Tracking staff interactions with clients/participants
• Detecting trends for improved services
• Research, advocacy, tender-writing
• Client pathways
• Diagnostic values
• Filtering out repeat customers
Agencies with ER Data Issues:
Common Themes
• Agency wide software without ER capacity
• Low priority for resourcing appropriate
data
• Disconnected local systems
• Overlooking opportunities
• ER can be highly complicated
• Resistance to using administration funds
for data management
• Volunteers
• Poor funds generally for any service
improvements, and sometimes operating
in a crisis and isolated social service
environment making innovation difficult
• Poor technology hardware
• Poor knowledge or understanding of
technologies
Large organisations Small organisations
CDS Emergency Relief Client Profile
• Agency-wide data management
• Small agencies
• Large agencies
• Other anti-poverty client data
Emergency Relief Data Collection
Government Wishlist
• Minimum data sets
• Reasonable notice of reporting requirement changes
• Funding allocation for data management
• Formal systems for submission of trend data
• Data Compacts between Government and the
Community Services Sector
• Funding assistance for improved CRM
Technology Decision Tips
1. Involve key staff in the CRM planning
process
2. Beware software experts without a
Community Services background
3. Confirm supplier dedication to the
Australian Community Services sector
4. Be clear on your system specifications
5. Request a demonstration
6. Consider a pilot project
7. Find out the implementation rate
8. Check Australian Government reporting
compliance
9. Confirm data security compliance
10. Scrutinise attitudes to client
confidentiality
11. Verify all data is stored in Australia
12. Check unscheduled outage
performance rates
13. Beware of upfront payment models
14. Speak to referees
15. Keep after-sales support costs in check
Greg Were (Director)
www.communityds.com.au
1800 503 981