The transformative potential of information technology is easy to describe, but very hard to achieve. That potential can simplify operations, enhance services, and transform the business of government. These potential benefits, however, come with a large catalog of risks, along with political and organizational resistance to changing the way government programs work. Understanding the value proposition for IT investments, in light of the resistance and risks, can help decision makers better understand how to maximize their resources.

For the past three years, CTG, in collaboration with the New York State Office of Children and Family Services (OCFS), has been assessing the use of mobile technologies in child protective services (CPS) in New York State. The goal of the assessment is to learn how mobile technology affects the conduct and outputs of CPS work. The results will enhance understanding of what influences mobile technology use in order to inform future IT investments.

In 2008, CTG assessed the use of mobile technologies in three Local Social Service Districts in New York State. The assessment combined data from previous assessments with a new laptop computer deployment to explore how mobile technology affects CPS work after an initial adjustment period. The assessment examined productivity results through analysis of data from the state central database as well as caseworkers’ satisfaction through group interviews.

CTG found that laptop use does appear to increase caseworker productivity and satisfaction. More importantly, however, this assessment identified areas where modifications to management and policy guidelines could be implemented to increase the value of the overall investment.