The general findings are based on a relatively short record of experience with the use of mobile technology for CPS work. All seven of the state projects examined here began within the last three years. In these cases the motivations for testing this technology focused on improved record keeping and recording of field work, with emphasis on making more efficient use of CPS workers’ time and preventing tragedies through better investigations and information access. There was also concern for improving CPS worker security while in the field. The final selection was ultimately driven by the cost of the device, its technological characteristics, and its ability to integrate into existing and future IT infrastructure plans of the agency.

We identified three distinct approaches to data entry into central database systems: direct data entry over a wireless connection, synchronization of data over a wireless connection, and entering data upon return to the office either via a docking station or copying and pasting. Some states took advantage of direct data entry into a central database over a wireless connection to avoid storing confidential information on a device that could be easily lost or stolen. Other states used synchronization and in- office entry because of the unreliable nature of wireless connection in some parts of the particular state. Loss or theft of devices did not appear to be a substantial problem in these tests, but wireless connectivity was problematic to some degree in all cases.

Several important lessons for deploying mobile devices for CPS work emerged from our research. Although each state worked under somewhat different circumstances and constraints, they all faced the same basic challenges and issues. Their ability to address these challenges ultimately determined the overall success of their projects.

Lessons learned:

• Worker-driven programs are most likely to succeed
• Organizational and political commitment is vital to success
• In-depth pilots are necessary to draw accurate conclusions about device’s suitability for CPS work
• Elimination of double entry is crucial to workers’ satisfaction
• Wireless connectivity is essential but problematic
• Adequate IT support and training are necessary for successful implementation

Worker-driven programs are most likely to succeed. The most important condition for a project’s success was the degree of technology acceptance by the CPS workers themselves. The states with the most success in implementing mobile technologies involved their CPS workers inchoosing the technology and actively sought and incorporated their feedback throughout the pilot and throughout the state wide implementation. This is consistent with the general finding that people are more likely to embrace a new way of doing things if they have a say in choosing or developing the new ways.

Strong organizational and political commitment is vital to success . Mobile technologies that were tested in all seven states required significant financial commitment from the states and the agencies. States that were successful in pursuing their mobile technology projects had a strong commitment from the leadership of the agency as well as strong support from the governor or the legislators in charge of appropriating necessary funding for the project. States that lacked similar commitment experienced significant problems with their budgets, which proved to be detrimental to the projects’ outcomes.

In-depth pilots are necessary to draw accurate conclusions about device’s suitability for CPS work. Pilot projects must have a substantial number of participants over several months to test technologies in order to inform decisions about the feasibility of a statewide deployment. A technology might work well when tested by a small set of workers for a short time, but fails when deployed state wide because of problems that could not be uncovered in a small pilot. Such a failure can be very costly, not only financially but also politically, by creating residual resistance to new technologies among workers’ who have been failed.

Elimination of double entry is crucial to workers’ satisfaction. The introduction of central databases into CPS work impacted the front-line workers in many ways. One of the effects was the emergence of additional steps in recording notes. The advent of the central database required CPS workers to first handwrite their notes in the field and then copy these notes into the computer upon their arrival in the office. Adopting mobile data entry technology into the day-to-day work can eliminate this extra step, thus making the CPS workers more efficient in the use of their time. Technologies that are useful in other ways but do not eliminate the need for double entry simply do not live up to the workers expectations and their reception is not as positive as it otherwise could be.

Connectivity is essential but problematic. Wireless connectivity is essential to eliminating double entry and making the mobile device useful beyond just data entry. A device with wireless connectivity enables the worker to not only search agency databases and enter case information, but also use the internet for day-to-day tasks, such as criminal background checks, looking up directions, or helping their clients with locating additional services. Unfortunately, the quality of wireless connection is dependant on the quality of its supporting infrastructure, which remains problematic in many locations around the nation.