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

1. Agenda 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

2. Augen Software Group & Benecura
Empower NGO’s with the means
to become more professional,
in order to achieve better
outcomes and to make
more difference in
the community.
The means to organise and engage in all activities with stakeholders with insight, efficiency and transparency
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

3. An NGO Collaboration Framework
National
Region A
Region B
Orgn 1
Orgn 2
Orgn 3
Orgn 4
Site
Site
Site
Site
Site
Site
Site
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
Internal / Shared
Shared / Cloud 3

4. Actual Collaboration Scenarios
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)

5. Some Useful System Components
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

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

7. Key Collaboration Experiences
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.

8. Key Collaboration Experiences (Cont.)
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.

9. NGO Collaboration Summary
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.)

10. Questions & Answers

11. Thank You!

12. New Zealand T: F: Asia-Pacific T: F: Web Sites