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1 COLLABORATION EXPERIENCES A Client Management System Perspective Mitchell Pham Augen Software Group

2 Augen Software Group & Benecura – NGO Sector Experience An NGO Collaboration Framework Actual Collaboration Scenarios Some Useful System Components Key Collaboration Experiences NGO Collaboration Summary Questions & answers Agenda

3 Systems & Processes Knowledge & Expertise Human Capital Development The means to identify, capture, use, share and retain knowledge & expertise in the organisation The means to unlock human potential to fully engage at all levels: personal, vocational, leadership and community The means to organise and engage in all activities with stakeholders with insight, efficiency and transparency Empower NGOs with the means to become more professional, in order to achieve better outcomes and to make more difference in the community. Augen Software Group & Benecura

4 National Region A Region B Org n 1 Org n 4 Org n 2 Org n 3 Site Level 1: Similar Client Management Systems Level 2: Electronic Data Interchange Level 3: Shared Support Services Level 4: Shared Infrastructure Level 5: Shared Data Access Level 6: Shared Business Capabilities Internal / Shared Shared / Cloud An NGO Collaboration Framework

5 Formal Group Scenario (Disability): 20+ into several into 1 Pioneer Scenario (Migrant & Refugee): 1 paves the way for many Parent-Subsidiary Scenario (Mental Health): 1 plus many Consortium Scenario (Mental Health): 3 into 1, 1 into 3 Organic Group Scenario (Mental Health): 19 into 1 Peer-to-Peer Scenario (Family Violence): = 5 Provider Hub/Network Scenario (Whanau Ora): many to many Other multi-stakeholder scenarios? (Client-Centric example) Actual Collaboration Scenarios

6 Internet and Text Messaging – common, accessible, flexible In-system User Mail Messaging – -system independent, all conversations stored in database Client Record Message Centre – high visibility, key issues or risks, anyone dealing with same client Alerts & Reminders – activities, appointments, events, tasks, plans, reviews Calendar Entries – appointments, rosters, sessions Some Useful System Components

7 Static Reporting: PDF Files… Dynamic Reporting: Queries… Independent Reporting: Online Web Reports… Contract/Service/Process templates Other shared resources Some Useful System Components

8 Understanding collaboration requirements – national, regional, branch levels, contracts, services, processes, systems, technologies, people, skills, etc. Information privacy & data ownership cultures – who captures what, who owns what, who shares what when, information security, etc. Information sharing agreements – what and how to share, what happens in failure to share or comply, etc. Technology compatibility – what infrastructure, what software, what to integration, what to automate, manual processes, etc. Key Collaboration Experiences

9 Process mapping/alignment – managing referrals, managing client details, managing contracts and service delivery, data capture and reporting, billing and payroll, inter- agency communications, managing client outcomes, etc. Support from funders & other stakeholders – support, presence, buy-in, engagement, commitment, change, etc. Centralised information vaults – what system in the main source of truth, who is responsible for it, how would multiple sources of truth be synchronised/reconciled, robustness Social networking – online stakeholder presence, clients own networks, early days, for and against, how would it work, having the right people, etc. Key Collaboration Experiences (Cont.)

10 Same system and data structure Sharing knowledge/experience, queries, reports, best practice, etc. Electronic data interchange: referrals, activities, etc. Shared software support services: training, helpdesk, etc. Shared infrastructure: hosted/cloud services, etc. Shared business capabilities: contracts & services, staff, facilities & other resources Synergistic competition, innovation & revenue Funders tend to favour provider collaboration The means are here, today!!! (software solution, infrastructure technology, expertise, support, etc.) NGO Collaboration Summary

11 Questions & Answers

12 Thank You!

13 New Zealand T: F: Asia-Pacific T: F: Web Sites

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