12th July 2019

Three key benefits of a complete, accurate and shareable citizen view in social services

For many social services departments across the United States, implementing a Master Client Index (MCI) is seen as a way to solve tactical problems, to reduce the cost of data sharing with other agencies, or to see how many are served by a particular department. However, this is just the tip of the iceberg.

Implementing a complete, accurate and shareable view of the customer/citizen builds a foundation for transforming social service departments. Effective Master Data Management (MDM) enables social services departments to draw more value from their demographic data and delivers a range of benefits (we’ve written before about the experience of the State of Alaska DHSS, which is just one example).

Here, we look at three reasons IT decision-makers and heads of social services departments need a trusted and shareable view of the citizen. Not only to meet strategic goals, but to deliver higher quality, more cost-effective services to the public.

1. Delivering better coordinated care

A common problem for many social services departments – and for municipalities, counties and states as a whole – is that a single citizen may be served by a number of agencies and divisions, without knowledge or visibility of one another.

As an example,a single at-risk child may be served by a case worker within children’s services, and a case worker within juvenile justice, among others.This is not cost effective for a number of reasons. With no real collaboration taking place, government resources may not be used efficiently. This can also lead to less desirable outcomes both for the citizen and the community, with problems taking longer to solve and often growing more significant with time.

With a single view of the citizen, it’s much easier to ensure up-to-date, accurate and complete data on an individual. In addition,  social services history is more easily available to the right case worker at the right time – meaning resources aren’t wasted on unnecessary visits.

2. Connectivity to other systems

Once the foundations are in place, this complete view of the citizen can be scaled up and rolled out to other government departments and agencies; delivering service improvements and cost savings across the board.

For example, if social services demographic data is shared with departments responsible for eligibility or child support, it can ensure those departments have access to up-to-date and accurate data for informed decision-making – as well as identification of fraud, waste and abuse.

3. Advanced analytics

On the subject of decision-making, having a complete view of the citizen in social services provides a robust and powerful foundation for advanced analytics programs. By breaking down their data silos and establishing a single, trusted source of demographic data, department heads can easily answer questions such as:

  • How many unique citizens are served by the department?

  • Which citizens are most dependent on the department?

  • Which citizens incur the greatest cost to the department and why?

With a wide range of systems and data sources in play, these questions are next to impossible to answer in a fast and accurate manner. A single, accurate and complete view, on the other hand, provides a holistic view of service provision and consumption, and can be used to identify otherwise hidden opportunities to reduce costs and improve service quality.

Civica’s Master Data Management (MDM) solution, MultiVue, helps you to match, merge and master your data and ensures the richest view of the customer and all associated entities; anywhere, at any time, and on any device. Discover more.