Copyright: FlowConnect  Pty Ltd Technology will play a significant part in ensuring CDC is a success. It will do so by e...
  Copyright: FlowConnect  Pty Ltd Who are we?  <ul><li>Our company : FlowConnect, specialising in process automation </li>...
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd What is CDC? <ul><li>New model of service delivery – p...
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd Three dimensions of CDC model Traditional model Case p...
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd The CDC pilot - where are we now?  Traditional model C...
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd The challenges of CDC model <ul><li>1. Case planning c...
  Copyright: FlowConnect  Pty Ltd Taking up the challenge of automation Wish  list <ul><li>Create client </li></ul><ul><li...
  Copyright: FlowConnect  Pty Ltd Why do providers need technology? <ul><li>Main aspects: CDC increases interactions with ...
  Copyright: FlowConnect  Pty Ltd Third parties, funders   Copyright: FlowConnect  Pty Ltd Clients Public Portal – informa...
  Copyright: FlowConnect  Pty Ltd Using technology – client access
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd Using technology – case worker access
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd Budget planning
  Copyright: FlowConnect  Pty Ltd   Copyright: FlowConnect  Pty Ltd Individual monthly statement
  Copyright: FlowConnect  Pty Ltd Benefits of technology <ul><li>Web based collaboration portal. Highly flexible service d...
  Copyright: FlowConnect  Pty Ltd Thank you! www.visicase.com
  Copyright: FlowConnect  Pty Ltd Working with simple and specialised cases Client Coordination Start coordination process...
  Copyright: FlowConnect  Pty Ltd Client: Maria Spouse Uses GP Contact Case worker Provides  service Care facility  Client...
  Copyright: FlowConnect  Pty Ltd Data capture Object:   Client  Coordination Object:   Service Delivery Common Ground Com...
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#CU11: Meeting the challenges of Consumer Directed Care (CDC) – the role of online technology by Jarka Sipka

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Client Directed Care, or CDC, is a support model that allows greater control by the clients over the type and level of service they receive. This exciting and innovative idea will give people more dignity and more say in all aspects of their lives and improve their well being. This presentation focuses on how technology can help in integrating CDC requirements in day to day operations, automate reporting and enable online self service.

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#CU11: Meeting the challenges of Consumer Directed Care (CDC) – the role of online technology by Jarka Sipka

  1. 1. Copyright: FlowConnect Pty Ltd Technology will play a significant part in ensuring CDC is a success. It will do so by enabling visibility of own plans and budgets for the client, enforcing processes and automating complex reporting. Technology and CDC
  2. 2. Copyright: FlowConnect Pty Ltd Who are we? <ul><li>Our company : FlowConnect, specialising in process automation </li></ul><ul><li>What excites us : helping clients to improve their business </li></ul><ul><li>What we do : we automate case management with our product, VisiCase </li></ul><ul><li>Our day to day work : talking to clients, analysis, systems development </li></ul><ul><li>What makes us happy : to be able to empower NGOs with new technology, </li></ul><ul><li>Our vision : to help to make a difference. </li></ul>
  3. 3. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd What is CDC? <ul><li>New model of service delivery – placing customer in a position of choice </li></ul><ul><li>Radical departure in philosophy and orientation of service </li></ul><ul><li>Shift of power balance from the provider to the client </li></ul><ul><li>Current pilot started one year ago </li></ul><ul><li>About 20 organisations receive CDC packages from DoHA </li></ul><ul><li>Currently evaluated by KPMG </li></ul>
  4. 4. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd Three dimensions of CDC model Traditional model Case planning Service controlled Budget planning Decided by provider Service provision Staff or approved providers Full CDC Case planning Client controlled Budget planning Client decides what services to buy Service provision Anyone client may select CDC is underpinned by a continuum of philosophy, orientation, processes
  5. 5. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd The CDC pilot - where are we now? Traditional model Case planning Service controlled Budget planning Budget decided by provider Service provision Staff / approved providers Full CDC Case planning Client controlled Budget planning Client decides what services to buy Service provision Anyone client may select Client with support from case worker Client has a say, plans with case worker Mostly existing providers, some others
  6. 6. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd The challenges of CDC model <ul><li>1. Case planning challenges: </li></ul><ul><li>How to involve client? </li></ul><ul><li>Capturing client wishes </li></ul><ul><li>Visibility and transparency </li></ul><ul><li>Needs based planning </li></ul><ul><li>2. Budget planning challenges: </li></ul><ul><li>Individual budget planning </li></ul><ul><li>Costs of service, unit costs </li></ul><ul><li>Enforcing limits/not overspending </li></ul><ul><li>Tracking of funds in real time </li></ul><ul><li>3. Service provision challenges: </li></ul><ul><li>How to track provision of service </li></ul><ul><li>Acquittals and claims </li></ul><ul><li>Recording actual expenditure </li></ul><ul><li>Approvals of expenditure </li></ul>Can it be done without process reengineering, change management and technology? <ul><li>4. Accountability </li></ul><ul><li>and probity: </li></ul><ul><li>Process enforcement </li></ul><ul><li>Audit trail </li></ul><ul><li>Monthly statements </li></ul><ul><li>Other reports </li></ul>+
  7. 7. Copyright: FlowConnect Pty Ltd Taking up the challenge of automation Wish list <ul><li>Create client </li></ul><ul><li>Link to case file </li></ul><ul><li>Link to case file funding type </li></ul><ul><li>Referral in/ Intake </li></ul><ul><li>Assessment – issues/needs </li></ul><ul><li>Client Wish list </li></ul>1. Case planning 2. Budget planning 4. Accountability and reporting <ul><li>Select needs to be addressed </li></ul><ul><li>Select services from service catalogue </li></ul><ul><li>Enter other services </li></ul><ul><li>Check generated unit costs </li></ul><ul><li>Edit unit costs </li></ul><ul><li>Check high level estimates </li></ul><ul><li>See total per month </li></ul>3. Service delivery <ul><li>Trigger actions from budget lines </li></ul><ul><li>Allocate resources </li></ul><ul><li>Wait for due date </li></ul><ul><li>Attach acquittal </li></ul><ul><li>Enter actuals </li></ul><ul><li>Enter KPIs </li></ul><ul><li>Enter outcomes </li></ul><ul><li>Automatically generated: </li></ul><ul><li>Individual monthly statements </li></ul><ul><li>Financial reports </li></ul><ul><li>Data into interfaces </li></ul><ul><li>Audit trail </li></ul>
  8. 8. Copyright: FlowConnect Pty Ltd Why do providers need technology? <ul><li>Main aspects: CDC increases interactions with clients and suppliers and accountability to funding bodies and clients. </li></ul><ul><li>The key focus areas: </li></ul><ul><li>Enforcement of processes </li></ul><ul><li>Automated funds estimations, actuals and funds tracking </li></ul><ul><li>Data collection and reporting </li></ul><ul><li>Automated allocations and rostering </li></ul>
  9. 9. Copyright: FlowConnect Pty Ltd Third parties, funders Copyright: FlowConnect Pty Ltd Clients Public Portal – information Internal users Collaboration portal Clients Self help, own case visibility, appointments, communication … Suppliers Work on own cases Management Process control, visibility, reporting Case workers Work, reporting Public Information Case managers Coordination, reporting Funders Repots
  10. 10. Copyright: FlowConnect Pty Ltd Using technology – client access
  11. 11. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd Using technology – case worker access
  12. 12. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd Budget planning
  13. 13. Copyright: FlowConnect Pty Ltd Copyright: FlowConnect Pty Ltd Individual monthly statement
  14. 14. Copyright: FlowConnect Pty Ltd Benefits of technology <ul><li>Web based collaboration portal. Highly flexible service delivery. </li></ul><ul><li>Unique concept merging object and process oriented models </li></ul><ul><li>Supports complex workflow patterns. Data collection and tracking part of the process </li></ul><ul><li>One of the most advanced modeling of timelines </li></ul><ul><li>Enforces best practice through KPI and QA checklists enforced by the process, </li></ul><ul><li>Support for National Data Sets for data collection and reporting </li></ul><ul><li>Online reports– at service level and aggregated across program </li></ul><ul><li>Reduces manual administration and processing </li></ul>
  15. 15. Copyright: FlowConnect Pty Ltd Thank you! www.visicase.com
  16. 16. Copyright: FlowConnect Pty Ltd Working with simple and specialised cases Client Coordination Start coordination process Start and close child processes for “doing” (system or manual) Objective: Empower the case workers with the flexibility they need to care for the client Start and close many other child processes for “doing” Start a new case Simple case Complex case Client Coordination Client Coordination
  17. 17. Copyright: FlowConnect Pty Ltd Client: Maria Spouse Uses GP Contact Case worker Provides service Care facility Client of 360 ° view of the client Works for Works for Case manager Belongs to Contact Liz Case Action Assessment Jenny Wheelchair 123
  18. 18. Copyright: FlowConnect Pty Ltd Data capture Object: Client Coordination Object: Service Delivery Common Ground Common data Client profile data Object: Client Object: Resource Resource profile data General contact data Object: Service provider Service data Funding data Case data Business rules, timing Suprocess rules, timing Suprocess data

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