Much discussion surrounds caseload management within the CPS environment. As with any change in a core business process, the introduction of mobile devices provides a partial mechanism to address productivity and quality issues. A continued statewide effort, including technology, that achieves an overall comprehensive improvements in CPS, such as decreased backlogs and delays, would address the particulars raised around caseload management. Attending to improved caseload management from a technological perspective only may limit the potential for success.

The introduction of mobile devices is more than an information technology initiative; it is also a significant organization wide change in CPS. Champions for change are needed at both the state and district levels to encourage and facilitate cross-boundary planning and communication. An understanding of the implications of change in any process for users for users, support staff, and both state and county executives is essential before any large-scale deployment is considered. This is necessary for any large scale deployment.

Caseworkers are more apt to incorporate new technologies in their work if they are well-trained on the technologies. Investments are needed in training for all mobile devices in order to mitigate frustrations that accompany all new learning initiatives. Providing dedicated time and resources to learn the technology may increase the likelihood will be used.

Additional assessments should include expanded indicators of improvements in CPS work. Enhanced productivity, decreases in the number of overdue cases, and shorter turnaround time for progress notes are all important quantitative measures of CPS performance, but they do not address essential quality concerns. Expanding the list of performance measures to include changes in quality and use of information will provide a complementary way of evaluating the effectiveness of new information technologies.