Published on March 4, 2014
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 tenderwriting 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 Large organisations • • • • • Agency wide software without ER capacity Low priority for resourcing appropriate data Disconnected local systems Overlooking opportunities ER can be highly complicated Small organisations • • • • • 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
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 email@example.com 1800 503 981
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