a new human services vision - eventrebels...a new human services vision sponsored by accenture aaron...

A New Human Services Vision

Sponsored by Accenture

Aaron Burciaga, Senior Manager, Accenture

Joanna Champagne, Interaction Design Lead, Fjord

Tim Sheehan, Vice President LSSI

Moderator: Debora Morris, Managing Director, Accenture

1

Socializing DataProvoking Innovation On the Edge of Public

Service

Aaron Burciaga

[email protected]

in/aaronburciaga

@ADBurciaga

Executive Sponsor

Copyright © 2016 Accenture All rights reserved. 3


Executive Sponsor

Data Analytics

Governance• VV&A / UAT

• Portfolio Management

• System Engineering

• Lifecycle Management

• Analytics Capital Index

• Commodity and

Corporate Models

• M&S Cross Function

Teams

Descriptive

Analytics• BI Reporting

• Dashboards

• Data Mining

• Linear Regression

• Statistical Analysis

• Data Analysis

• Trend Analysis

• Risk Analysis

• Root Cause

Predictive

Analytics• Forecasting

• Simulation

• Performance

Segmentation

• Ensemble Modeling

• Non-linear Regression

• Bayesian Networks

• Decision Analysis

• Network Analysis

• Time-Series Analysis

• Sensitivity Analysis

• “What-if” Analysis

• Cost Benefit Analysis

Prescriptive

Analytics• Optimization

• Design of Experiments

• Monte Carlo

Simulation

• Agent-Based Modeling

• Decision Analysis

• Game Theory

• Machine Learning

Data Analytics

Workbench• MDM

• In-Database

ProcessingMetrics

Framework

Ax


Rx

Px

Dx


Personalization


Efficiency


Value


Security

1 2&


Steps

Metrics 2&


Steps

Metrics DataGov&


…

Steps


The People

The Tools



The Opportunity


Lead the change.

DESIGN AT THE HEART OF

SOCIAL SERVICE DELIVERY

Joanna Champagne | Interaction Design Lead, Fjord

Tim Sheehan | Vice President, LSSI

TAKE THE PAIN AND ANXIETY OUT OF HOME BUYING / CHANGE CAR MANUFACTURERS TO SERVICE

ORGANIZATIONS / RE-IMAGINE THE HOTEL EXPERIENCE FOR NEXT GENERATION TRAVELERS /

INVENT NEW PROPOSITIONS TO DRIVE YOUTH ENGAGEMENT / RE-INVENT THE RETAIL EXPERIENCE

WITH DIGITAL AT THE CORE / HELP TURN HEALTHCARE FROM REACTIVE TO PROACTIVE, FROM

POPULATION-BASED TO INDIVIDUAL / PUT PEOPLE AT THE CENTER OF THE ENERGY INDUSTRY /

GIVE FIELD WORKERS HANDS-FREE ACCESS TO LATEST CUSTOMER DATA / UNLEASH DESIGN TO

HELP EMPLOYEES MAKE SMART DECISIONS AND GET THEIR JOB DONE EFFICIENTLY / RE-IMAGINE

WHAT A BILL IS ABOUT / RADICALLY SIMPLIFY CITIZENS’ INTERACTIONS WITH THEIR GOVERNMENTS

/ HELP BANKS MEANINGFULLY ENGAGE WITH THE MOBILE GENERATION / HELP PEOPLE GROW

THEIR MONEY FASTER / MAKE BIG BRANDS RELEVANT IN DIGITAL ECOSYSTEMS / TAKE THE HASSLE

OUT OF PUBLIC TRANSPORTATION / CREATE A 360-DEGREE VIEW OF CUSTOMERS, TO BE ABLE TO

SERVE THEM BETTER / MAKE INSURANCE RELEVANT FOR DIGITAL CONSUMERS / INNOVATE THE

EMPLOYEE ENGAGEMENT EXPERIENCE / TEACH CLIENTS TO FISH (BUILD DESIGN AWARENESS AND

CAPABILITY) / TRANSFORM A COMPLEX CONNECTED HOME ECOSYSTEM INTO AN ELEGANT &

SIMPLE SMARTPHONE APP / TRANSFORM THE CUSTOMER EXPERIENCE OF MAJOR CORPORATIONS /

REIMAGINE THE FUTURE OF HEALTHCARE /

21

CHILD DEVELOPMENT

VETERANS AFFAIRS

REVENUE

CHILD SUPPORT

22

CHILD DEVELOPMENT

VETERANS AFFAIRS CHILD SUPPORT

REVENUE

SERVICE DESIGN INFORMED

BY ETHNOGRAPHIC APPROACH

We embarked on a comprehensive course of

Design Research which began with acclimatizing

the revenue agency to an outside-in approach -

assessing consumer needs by using an

ethnographic approach.

23

VETERANS AFFAIRS

REVENUE

CHILD SUPPORT

FAIR PLAY FOR ALL CHILDREN

CHILD DEVELOPMENT

MONITORING TOOL

Working with doctors and local NGOs, Fjord

Istanbul created a digital, connected version of

the first internationally standardized tool for

monitoring child development.

24

CHILD DEVELOPMENT

VETERANS AFFAIRS

REVENUE

50%Fewer calculations needed

8.5%increase in calculations associated with court case

STATE OF MICHIGAN

INCREASING TRANSPARENCY IN

CALCULATING CHILD SUPPORT

25

CHILD DEVELOPMENTREVENUE

VETERANS AFFAIRS

GIVING VA DOCTORS

MORE TIME TO CARE

Working with VA we helped design an

EHR system that better supports clinical settings,

giving clinicians more time to spend with

patients.26

COMMITMENT TO

THE SOCIAL SECTOR

DESIGN IN SERVICE OF A BETTER WORLD FOR ALL

27

DESIGN PUTS PEOPLE AT THE HEART

IT OFFERS AN EMPATHETIC APPROACH FOR THE SOCIAL SECTOR

28

RESEARCH IS CRITICAL FOR SUCCESSFUL

DESIGN

30

LUTHERAN SOCIAL SERVICES OF ILLINOIS

Lutheran Social Services of Illinois (LSSI) is a non-

profit organization, founded in 1867 that provides

services which promote healing, justice and

wholeness to people and communities in the State

of Illinois.

Last year LSSI served

65,000 people through

190 programs at

85 sites across Illinois.

32

LSSI PROGRAMSThe organization provides critical programs for the state’s most

vulnerable residents including:

Mental Health Services

Alcohol and drug treatment

Home care

Re-entry programs

Residential and independent living

programs for people with developmental

disabilities

Affordable Senior Housing

Foster care

33

WHOLE-PERSON CARE

LSSI improves the health of low-income and vulnerable

individuals, families and communities by addressing Determinants

of Health, including Social Determinants of Health.

LSSI provides and/or coordinates social services, behavioral

health services, health services, and other services to provide

“whole-person” care.

Whole-Person Care is the coordination of health, behavioral

health, and social services in a person-centered manner with the

goals of improved health outcomes and more efficient and

effective use of resources.

34

THE DESIGN CHALLENGE

HOW DO WE DEFRAGMENT

SOCIAL SERVICES?

Fjord teamed with LSSI to explore how technology could eliminate

fragmentation and strengthen care coordination within the network that LSSI

and 190 other Illinois social service organizations belong to. to

35

RESEARCH INCENTIVEANDGRATITUDE

37

THE WHOLE PERSON

CARE JOURNEY

VISUALIZES LINKAGES

ACROSS MULTIPLE

SYSTEMS AND

ORGANIZATIONS,

PROMOTING CLIENT

ACCOUNTABILITY.

38

THE WHOLE PERSON

CARE JOURNEY

OFFERS A SYSTEMS

VIEW & AN EASY WAY

TO MEASURE & TRACK

LINKAGES ACROSS

MULTIPLE SYSTEMS &

AGENCIES.39

LSSI provides our clients with direct care and also coordinates

with collaborating providers to provide linkages to whole-person

care, this is core to our model of care.

LSSI is transforming the delivery of service with person centered

care – using technology which has advanced to where you can

now easily share information among multiple systems,

collaborators and stakeholders; driving a different way of serving

clients by helping them get the services and support they need, at

the right place and the right time.

TRANSFORMING

THE DELIVERY OF

SERVICE

40

WE NEED MORE INNOVATION

There is a bigger picture here that can benefit from service design, namely more

innovation; the larger state, managed care and health care systems can benefit

from service design to help them use technology to coordinate, deliver and track

whole-person care across traditionally uncoordinated systems of care. producing

better outcomes in an efficient and persons-centered manner.

41

THANK YOU@Fjord | fjordnet.com | trends.fjordnet.com | livingservices.fjordnet.com

43

Post Session Housekeeping

• RATE this session in the conference app• To download the conference app search for APHSA Events

• VISIT the vendors in the Exhibit Hall during Breakfast and

the Networking Breaks to learn more about the solutions

presented throughout the day.

• DONATE to Childhelp – the ISM Technology for a Cause

campaign to raise $10,000 to help stop child abuse in

Arizona and across the country.

44

See you again soon

THANKS FORCOMING

a new human services vision - eventrebels...a new human services vision sponsored by accenture aaron...

Documents