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Assessing Mobile Technologies in Child Protective Services

Abstract

Executive Summary

Introduction and Methods

Overall Assessment Results

District Pilot Programs

Overall Deployment and Security Considerations

Overall Recommendations

Appendix A: About the Center for Technology in Government

Appendix B: Current Practice Research

APPENDIX C: List of Survey Categories

Appendix D: Sample Surveys
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Overall Assessment Results

Summary

This pilot test was initiated to help achieve an important goal: improving protection for children at risk by increasing the productivity and effectiveness of protective service workers in the field. The pilot testing began in a situation of much uncertainty about what might turn out to be the most effective mobile technologies for child protective service workers, due to a lack of research in this area. By participating in this testing and assessment, the OCFS and the Local District initiatives have added much to what is known about using mobile technologies and how to improve future technology testing, selection, and deployment. The new knowledge about mobile technology’s effectiveness can be summarized in three key observations:
  1. The effectiveness of any mobile technology strategy appears to depend on a combination of worker preferences, work practice demands, the capabilities of the various devices and systems deployed, and organizational support. No one technology strategy will be a good fit for all CPS workers. Some provision for individual variation should be a part of future strategies. And much attention is needed to training, technical support, and adaptation of work policies to support the mobile CPS worker.
  2. In spite of numerous technical and organizational challenges in the deployment and use of these technologies, the testers most often rated them as effective and, with few exceptions, recommended continued deployment. The testers also reported sophisticated and nuanced assessments of the strengths and weaknesses of the various devices. One clear lesson is that the users’ experiences and judgments must be an important part of any future tests and decisions about wider deployment.
  3. The two mobile strategies that had the longest tests—the telephonic dictation system and connected laptops—showed evidence of improved timeliness in one case and overall greater work productivity for both. However, the limitations in available data about progress notes and work outcomes means that further data collection and analysis is needed before firm conclusions can be made about their effectiveness.
The promise of mobile technology to improve child protective services seems clear. But rapid progress toward achieving that promise will require significant attention to training and change management, continued investigation, and recognizing that the success of any new technology depends on human and organizational conditions at least as much as the devices and systems themselves.