Presentation on theme: "Agenda Augen Software Group & Benecura – NGO Sector Experience"— Presentation transcript:
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 FrameworkActual Collaboration ScenariosSome Useful System ComponentsKey Collaboration ExperiencesNGO Collaboration SummaryQuestions & answers
2 Augen Software Group & Benecura Empower NGO’s with the meansto become more professional,in order to achieve betteroutcomes and to makemore difference inthe community.The means to organise and engage in all activities with stakeholders with insight, efficiency and transparencySystems &ProcessesKnowledge & ExpertiseHuman CapitalDevelopmentThe means to identify, capture, use, share and retain knowledge & expertise in the organisationThe means to unlock human potential to fully engage at all levels: personal, vocational, leadership and community
3 An NGO Collaboration Framework NationalRegion ARegion BOrgn 1Orgn 2Orgn 3Orgn 4SiteSiteSiteSiteSiteSiteSiteSiteLevel 1: Similar Client Management SystemsLevel 2: Electronic Data InterchangeLevel 3: Shared Support ServicesLevel 4: Shared InfrastructureLevel 5: Shared Data AccessLevel 6: Shared Business CapabilitiesInternal / SharedInternal / SharedShared / Cloud3
4 Actual Collaboration Scenarios Formal Group Scenario (Disability): 20+ into several into 1Pioneer Scenario (Migrant & Refugee): 1 paves the way for manyParent-Subsidiary Scenario (Mental Health): 1 plus manyConsortium Scenario (Mental Health): 3 into 1, 1 into 3Organic Group Scenario (Mental Health): 19 into 1Peer-to-Peer Scenario (Family Violence): = 5Provider Hub/Network Scenario (Whanau Ora): many to manyOther multi-stakeholder scenarios? (Client-Centric example)
5 Some Useful System Components Internet and Text Messaging – common, accessible, flexibleIn-system User Mail Messaging – -system independent, all conversations stored in databaseClient Record Message Centre – high visibility, key issues or risks, anyone dealing with same clientAlerts & Reminders – activities, appointments, events, tasks, plans, reviewsCalendar Entries – appointments, rosters, sessions
6 Some Useful System Components Static Reporting: PDF Files…Dynamic Reporting: Queries…Independent Reporting: Online Web Reports…Contract/Service/Process templatesOther 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, robustnessSocial 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 structureSharing 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 resourcesSynergistic competition, innovation & revenueFunders tend to favour provider collaborationThe means are here, today!!! (software solution, infrastructure technology, expertise, support, etc.)