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Assessing Mobile Technologies in Child Protective Services
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One of the most difficult problems facing government managers who want to implement new technology is anticipating how it will affect work. Of course, the primary goal is to improve performance. However, it is nearly impossible to take into account all the human, organizational, and external influences that may impact how well that goal is achieved. Until the technology is put to work, planning is often little more than speculation. This is particularly true with mobile technology, which may have substantial potential, when combined with wireless networks, to expand the time, locations, and effectiveness of many types of government work. Fully exploiting this potential, however, presents a complex problem for government managers. Issue brief>>
Project Summary
In early 2006, the NYS Legislature and the NYS Office of Children and Family Services (OCFS) initiated a pilot program to test how portable information technology (now commonly called mobile technology) could be used in child protective services (CPS) casework. At the time, New York State was among a handful of states examining the use of mobile technologies to enhance child welfare service delivery. To understand and learn from the incremental deployment, OCFS partnered with CTG to conduct an assessment of each pilot period in order to answer important questions about the changes and impacts brought about by mobility in CPS work. A series of six evaluation reports focus on device selection, what makes a supportive mobile environment, and provides rich descriptions of how workers use devices to do their work.
 
Project Components
Does mobility make a difference?
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In this final report, CTG conducted a multi-year assessment of all caseworkers receiving laptops in NYS. Designing and managing a successful mobile strategy for casework is not easy. There are many factors that influence mobility and wide variability with respect to network connectivity, technical support, and work culture across agencies.The report presents findings on how the use of mobility technology impacts CPS casework, describes what a supportive mobile environment looks like, and provides recommendations for improving OCFS' mobile technology strategy.
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Making a case for mobility
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The 2008-2009 Demonstration Project, is made up of two phases, the first entitled, Towards the Development of a Business Case involves an in-depth analysis of the use of mobile technologies in three Local Social Service Districts in NYS. The report examines the value of mobililty for the agency and for the individual caseworker. Findings suggest that connected laptops open up new opportunities to do work, but if they are simply placed within the old realm of existing culture and policies, the gains become small to modest. However, if the environment, including policies, culture, and practices, can change to accommodate a new technology, then broader and more significant benefits can accrue.
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Creating supportive mobile environments
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The Demonstration Project in 23 NYS Local Social Service Districts involved the deployment of over 450 laptops and tablets to 23 Local Social Service Districts throughout NYS. The report highlights the range of conditions across the state regarding district policies, deployment strategies, and environmental conditions that need special attention when implementing mobile strategies. In addition, the report provides recommendations for creating supportive mobile environments, which include addressing working at home policies, designing robust support mechanisms for mobile work, and creating a learning culture.
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The mobile worker's experience
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The Extended Pilot in New York City’s Administration for Children Services involved an in-depth examination of over 135 caseworkers using connected laptops in Manhattan and Staten Island. Findings highlight how caseworkers put the laptops to use in a variety of ways that reflect both their work situation, the capabilities of the devices, and their environments. In addition, the report provides a detailed picture of how the laptops were used, the attitudes of the users toward this way of working, and evidence of impacts on the productivity of the work done during the test period.
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Mobile devices: What works? and Why?
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The NYS Portable Information Technology Pilot involved small-scale pilots that were carried out during the summer and fall of 2006 in three local social services districts (LDSS): the New York City Administration for Children’s Services (NYC/ACS), Monroe County Department of Human Services, Child and Family Services Division, and Westchester County Department of Social Services, Family and Children's Services. Findings highlight how more than one technology may have value for CPS workers and some provision for individual worker preferences should be a part of any mobile strategy. In addition, the report highlights the importance of training, technical support, and adaptation of work policies to support the mobile CPS worker.
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