Data Integration Enabling Cross-Programmatic Service Delivery

30 October 2023

Today, embracing cross-programmatic service delivery models to develop a holistic understanding of clients is proving to be essential to achieving positive outcomes. In the ever-evolving health and human services ecosystem, clients rely on agencies to deliver comprehensive, efficient, and personalized care. Technology drives this evolution and expeditiously leveraging innovative technology is critical to meeting client needs and expectations. Data integration plays a pivotal role in cross-programmatic service delivery by providing key insights and enabling a 360-client view to help agencies ensure comprehensive, personalized services and engagement.

The Data Silo Problem

With increasing calls for better outcomes, greater transparency, and cost-effective care, health and human services agencies are at a critical juncture. Traditionally, service delivery has been fragmented, with siloed data creating a barrier to the comprehensive support clients’ need. Distinctly divided program structures conceive a cumbersome experience for clients who are eligible for and would benefit from multiple government programs. For instance, a WIC recipient may have to complete an identical application process to apply for other benefits or services, such as childcare or SNAP. The process can take ages and often requires in-person visits to government offices. This approach fails to address the complex needs of the families and individuals that HHS programs exist to serve.

Now, the health and human services landscape is changing rapidly. Driven by technological advances, increased connectivity, and a growing emphasis on data-driven decision-making, cross-programmatic service delivery models are emerging as a promising solution to solving long-standing challenges around equitable access to services and support.

What Is Cross-Programmatic Service Delivery?

Cross-programmatic service delivery, also known as integrated or coordinated care, is designed to break down barriers within the agency. Instead of viewing client information in an isolated, program-specific silo, an agency gains a 360-view of the individual and their unique needs which often span across multiple programs, proactively ensuring that clients are able to access all services for which they are eligible.

Key Characteristics of Cross-Programmatic Service Delivery Models

Whole-person approach: These models emphasize a holistic client-view, allowing agencies to see and proactively address their immediate and long-term needs. They commit to understanding and providing the comprehensive support individuals need across various programs and domains.

Data-driven operations: Cross-programmatic service delivery models rely on data integration to create a unified view of each client. This involves collecting, analyzing, and sharing data from multiple sources, including healthcare records, social service databases, and housing information.

Collaborative care: Workers across different programs or domains work closely to ensure coordinated care for clients receiving multiple services. Collaboration involves shared care plans, case management teams, and cross-departmental communication.

Outcome-oriented: These models prioritize measurable outcomes, aiming to improve clients' quality of life, improve the client experience in navigating the system, and enhance the overall efficacy of service delivery.

Data Integration: The Key to Cross-Programmatic Service Delivery

Achieving a 360-client view relies on seamless data integration, bringing together data from disparate sources, transforming it into a singular format, and making it accessible to various users in real time for better decision-making.

Using Technology to Transform Service Delivery

At CITI, data integration is the core foundation of enabling effective cross-programmatic service delivery models. Here's how it works:

Secure, Centralized Data: Data integration involves creating a centralized repository where agencies store relevant information about their clients. This repository acts as a single source of truth, ensuring that service providers have access to the most up-to-date and comprehensive client data, safely and securely. This sensitive data is protected by strict security measures and compliance with privacy regulations such as HIPAA and other mandatory regulations.

Interoperability: Our solutions ensure that different systems are able to communicate and exchange information seamlessly. This enables healthcare providers, social workers, and other stakeholders to access the data they need in real time, improving decision-making and service delivery.

Data Governance: The most robust, modern technology alone does not solve all of the challenges of cross-programmatic service delivery. Effective data governance lays the foundation for streamlined operations, ensuring that information flows seamlessly between different programs within the agency. With robust data governance, agencies can break down silos, promote collaboration, and harness the power of comprehensive insights to tailor interventions that address the complex, interconnected challenges faced by individuals and families.

Advanced analytics: Once data is integrated, CITI’s powerful analytics products can provide insights into a citizen's needs, preferences, and outcomes. Advanced analytics and machine learning algorithms support data-driven decision making, help identify patterns, account for future needs, and optimize resource allocation.

Personalization: With a 360-client view, service providers can personalize their interventions based on individual needs and provide highly effective care plans, ultimately improving client outcomes.

Benefits of Cross-Programmatic Service Delivery and Data Integration

Cross-programmatic service delivery models supported by data integration offer a wide range of benefits for both service providers and clients:

Improved Outcomes: By addressing clients' comprehensive needs, these models lead to better health, well-being, and self-sufficiency outcomes. Additionally, it ensures equitable access to services for all clients, eliminating barriers to support caused by individual challenges or circumstances.

Cost Savings: Coordinated care reduces duplication of services and mitigates unnecessary costs, resulting in significant ROI for agencies and minimal strain on client resources. For administrative teams, access to pre-filled citizen data in a repository increases their bandwidth by eliminating redundant tasks and allowing them to spend time on other critical work.

Enhanced Citizen Experience: Clients receive personalized and efficient services, building their trust in the system and supporting increased satisfaction with their experience.

Streamlined Administration: Centralized data systems simplify administrative tasks, reducing paperwork, and administrative overhead, mitigating some of the most pervasive workforce challenges in HHS.

Data-Driven Decision-Making: Service providers can make more informed decisions by leveraging integrated data, leading to improved service delivery, effective resource allocation, and enhanced policy development.

Cross-programmatic service delivery models supported by data integration represent a transformative approach to providing health and human services. By breaking down silos, leveraging integrated data, and focusing on collaboration and personalization, these models can lead to improved outcomes, cost savings, and a more satisfying experience for citizens.