Implementation Business Case

Care and Support - DRAFT

11th June 2019

Contents

1. Introduction and purpose of document

2. Generic benefits of data standards
3. Care & Support standards benefits
Introduction and purpose of document
This short document is intended to provide prompts to
support the generation of a business case or supporting
documentation for a project involving data standards
generally, and the Care & Support Data Standards in
particular.

This process is highly visible both within and outside

the organization, and driving standardization and
efficiency should be welcomed by stakeholders,
particularly with the potential to drive down costs and
provide a faster service to customers.
Generic benefits of data standards
Generic benefits of data standards
• Better information, better decisions, optimized performance
• Foundational to an information-enabled business model
• Speed and ease of integration and delivery
• Consistency, quality and accuracy of data
• Data for analytics and business intelligence
• Lower overall cost of ownership of information systems
• Improved data governance and risk management
• Better workflows and process integration
• Common definitions and metrics
• Align with benchmarking organizations
Industry stakeholder perspective
Consultants and system integrators
 Summary process map x Use case numbers (see following slides)

Care and Support: Case management

Case lifecycle Service catalog maintenance

Referrer
Note services
Make referral offered with criteria
and referral form

Customer
Self-referral (e.g. via Receive advice on Receive and agree
contact centre) where to get help action plan

Triage Team 1

Accept case? No

7
Customer 5 6
Needs Customer
Yes Aggregate
Assessment Risk Case File
Case Metrics
Assessment Yes
Case Owner

4
Produce (or update) No Note services
Execute/refer Share plan with Transition or close Review/evaluate
Gather information Asses case and risks and agree Action Case complete? offered with criteria
individual actions relevant teams case case and report
Plan and referral form
Other Internal
Function

3 Coordinate with
Provide outcome Carry out
Case Owner 2 1
feedback intervention
regarding Customer

1 2
Provider
Service

Provide outcome Carry out Care services

Accept case
feedback intervention offered
Potential benefits of adopting the Care
& Support standards
• Consistent and shareable customer data
• More accurate and timely updates to customer and case owner
• Inform national Health & Housing agenda
• Clarity about information required for a referral and service
thresholds for entry
• Reduce the time taken to begin interventions
• Reduced impact of human error
• Better personal and sensitive data handling
• Improved risk management
• Improved internal reporting and benchmarking
• Improved provision of software to support this activity
Consistent and shareable customer
data
Starting with the initial support request, customer information is collected
in a consistent format that is suitable for use throughout the process and
across all internal functions and external partners and agencies without
rekeying, transcription, translation, interpretation or other steps which can
be a source of errors.
More accurate and timely updates to
customer and case owner
By reducing the time to onboard new cases, gather information from other
agencies, and receive and assess the impact of both internal and external
interventions, the case owners are in a better position to update the
customer on all aspects of their case.

Greater clarity about action ownership and status may make it easier to
identify and conduct follow-ups.
Inform national Health & Housing
agenda
The ability to define and measure metrics across multiple care & support
services and multiple providers could provide valuable information that
can be used in the debate about health & housing.

By agreeing standards and classifications as a sector, it encourages and

simplifies the adoption of best practices across Housing Providers.
Clarity about information required for
a referral and service thresholds for
entry
Each service provider can specify in a consistent way what information
they require to triage an inbound referral, as well as expressing their
particular service thresholds.

This will reduce the back-and-forth during a referral by getting the

information required right first time, and make it easier for referrers to
identify the correct service provider(s).

The standardized data model for action plans forms a consistent basis to
support referrals.
Reduce the time taken to begin
interventions
Clearer expectations of referrers and consistent data definitions reduce the
need to request additional information during the support request or
inbound referral. There is also a reduced need to manipulate or rekey the
data.

These mean that key processes – for example requesting additional

supporting information from other agencies like the police or health
services – can be started sooner and therefore completed earlier.

Earlier, proactive and consistent feedback from service providers about

outcomes mean these impacts can be incorporated into an on-going case
action plan sooner.
Reduced impact of human error
The ability to move customer and case data electronically from one system
to another during the initial support request, referral, and outcome
feedback processes mean less need to manually enter, re-enter or chase
down this data.

This may lead to a reduction in manual effort, an improvement in data

quality (due to fewer errors being introduced during data entry) and allow
“push-button” automation between referrers and service providers.
Better personal and sensitive data
handling
Because service providers will be able to specify explicitly what
information they require to process a referral, this will avoid inadvertently
providing information that a referrer might hold but that is not needed by
the service provider.

Better management of personal and sensitive data reduces the potential

risks of a data protection legislation breach and the potential
consequences.
Improved risk management
The consistent application of customer risk assessments makes it less
likely that something would be missed that could lead to either negative
consequences for the customer or member of staff, or liability for the
housing provider.

Consistent records of case action plans including risk assessments, actions,

interventions, reviews, and evaluations that also include who was
responsible (where applicable) provide a convenient and easily managed
archive.
Improved internal reporting and
benchmarking
The standardized definitions across all care & support functions makes it
easier to aggregate cases across the organization and provides easier or
new opportunities for reporting.

By using the same definitions as other organizations, it also makes it easier

to develop industry benchmarks.
Improved provision of software to
support this activity
By establishing a common data model that covers all care & support
services, and a shared high-level process map for case management and
service publication, it should encourage software vendors wishing to enter
or remain in this market to become more consistent on their core offerings.

In due course, this should also enable vendors wishing to specialize to do

so in a way that retains consistency and interoperability with broader care
& support services.

By reducing the barriers to entry (through lower integration costs amongst

other things) we can move away from supplier-dictated development
allowing the sector to exercise a stronger client role.
www.hact.org.uk
www.oscre.org