The approach used in this assessment is based on results from the first mobile technology pilot in 2006, which showed that any technology use depends on the following main factors:

• The overall capabilities of the device
• How well the device fits in with the users’ normal work practices
• How well the device fits in with personal work preferences
• Nature of environment (physical and organizational) in which work is performed

Results from the first phase showed the perceived benefits of a laptop computer in reporting and documentation. Unlike the other technologies tested, laptop computers offered direct connectivity to the central database providing the potential for increased opportunities for where and when work is done, and access to information from the central database and other online sources while in the field. In comparison, the use of a dictation service with a cell phone has the potential to have data automatically entered into a central database. Figure 1 below describes two main tasks in which various technologies differ in their capabilities (1) when converting the users’ words into digital text and (2) when entering the text into the central CONNECTIONS database.

Figure 1 - What Can be Done In the Field

It was also found that to derive the most value from a mobile device, the following is required (1) mobile devices with access that provides real time entry into the central database application and (2) connectivity with ubiquitous access. If the two components are not present, the potential value of the mobile technology will not be obtained.

The first phase results indicated that requiring caseworkers to adopt a new technology and change the way they do their work proved to be a significant obstacle for many. Any technology must fit well with individual work practices to produce value. The advantage of laptop computers was that it required relatively small adjustments in work practices, being similar to an office PC, except for connection and logon procedures. But not all caseworkers are comfortable working in the same way and these individual skills and preferences, therefore shape the use. Some caseworkers avoided using technology during a home visit, preferring to focus on the family and rely on handwritten notes, which can limit the potential value of the technology.

Mobile technology’s effectiveness can be strongly influenced by that environment, as well as by organizational support and the goals for work to be done in the field. The work environment of CPS workers presents any potential challenges to an effective use of mobile technologies such as privacy concerns, timing issues, and personal security. The extent to which these potential challenges become obstacles to use depends on the personal circumstances of each CPS worker. Thus workers who rely on public transportation may use technology differently than those who have a dedicated car. For some, time between visits may be too short to complete work, whereas large blocks of time waiting in court can be very productive. Some individuals may need a quiet work space to enter notes; others may be more adept at working in public spaces. The constraints of the workers’ environment and the organizational support from superiors can shape use of the technology and the costs and benefits that result from that use.