| Abstract: | SUMMARY Social service agencies across the country are investing in a wide range of technological, business process reengineering, and organizational change projects. These projects include: ? ? using technology to connect social workers to enable collaborative case management; ? ? building databases with sophisticated querying applications that allow quick, effective decision making at the front-line and management levels; and ? ? expanding the number of ways clients can access services through the use of the Internet, kiosks, electronic benefit transfers, etc. Successful projects have a clearly identified business need and a strategy for addressing that need. This strategy includes understanding the process, organizational and technological context, evaluating alternative means of meeting the need, and developing a solid program management plan. |
