In this webinar, Sonoma County Human Services Department will share the lessons they've learned over a five year journey with Apricot, specifically how they transitioned from initial implementation into a continuous improvement model that has kept their Apricot database clean, healthy, and up-to-date. The Sonoma County HSD team experienced a common outcome after their initial implementation. As programs and workflows shifted, some of what they thought made sense at initial implementation didn't make sense in day-to-day practice. Re-implementation wasn't needed, but they did need a strategy that allowed flexibility in Apricot's design to changing business requirements. In addition, they needed a way to manage feedback from over eighteen different user groups, which was a daunting challenge. They settled on a continuous improvement framework that logs user feedback, prioritizes updates, and implements updates ongoing. As a result, they've implemented new systems, abandoned components that are no longer relevant, and maintained focus on positive user experience and strong reporting capabilities. Sonoma County HSD is building capacity in Apricot one step at a time. Watch the recorded webinar: https://youtu.be/wP58qcR8wsE Sidekick Solutions is an independent software consulting firm, specializing in Apricot software. We help new and existing Apricot users set up, streamline, and make the most of Apricot software with a range of professional services for implementation, reporting, consulting, data migration, and database audit/cleanup. We make Apricot easier to use and more capable for our clients, yielding higher return on investment in their Apricot software license.

1. Case Study: Sonoma County HSD
Building Capacity in Apricot Software

2. On the webinar today…
© 2019 Sidekick Solutions LLC2
Jeffrey Haguewood
Apricot Software Consultant
Sidekick Solutions
jeff@sidekicksolutionsllc.com
Vickie Miller
Apricot Project Lead
Sonoma County HSD FY&C
vmiller@schsd.org

3. Common questions
• How are other organizations using Apricot?
• What works well for organizations like us that use Apricot?
• What lessons learned might we apply to our own Apricot?
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4. Agenda
• Background on Sonoma County HSD
• Phase 1: Initial implementation
• Phase 2: Transition to go-live
• Phase 3: Continuous improvement
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5. Sonoma County HSD
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To support the health, safety, and well-being of
individuals, families, and the community.

6. Shared Measurement: Vision
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• County-wide collaboration
• Outcomes alignment
• Shared data system
• Cross-sector reporting and analytics
Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.

7. Shared Measurement: Stakeholder sentiment
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“There are strong views among important
stakeholders that a shared data system to track
program outcomes will never be feasible.
Objections include: cost, the inability to link data
across multiple systems, privacy issues,
Community-Based Organization (CBO)
resistance, and the data entry burden on CBOs.”
Source: Upstream Investments Policy Initiative: Systems Change Evaluation. Learning for Action (LFA), July 2016.

8. Shared Measurement: New approach
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• Pilot projects with smaller scope
• Deeper CBO and provider collaboration
• Goal to build momentum and “get the ball rolling”
The data system to support the initiative was the missing piece.

9. Why Apricot?
ü Easy for end users to get started
ü Customizable to various program workflows
ü Capable reporting features and tools, all are built-in
ü Scalable for more users, programs, and capabilities
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10. Our Apricot by the numbers…
• 237 active users (4 admins)
• 120+ Tier 1 and Tier 2 forms
• 2 HSD divisions
• 18 separate programs
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11. Who uses our Apricot?
• Family Youth & Children
(FY&C)
o CAPS
o Client Support Services
o TEAM/TDM
o Kinship Support Services
o Housing Assistance Permanency
o …plus 8 other programs
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• Planning, Research,
Evaluation, and
Engagement (PREE)
o Upstream
o READY
o KKIS
o VPP
o HART

12. Family Youth & Children’s Services (FY&C)
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• Referrals to providers
• Providers have login
• Collaborative data portal
• Real-time data monitoring
Learn more at http://sonomacounty.ca.gov/Human-Services/Family-Youth-and-Children-s-Division/

13. Upstream Investments
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• CRM functionality
• Application processing
• Populate website directory
• Technical assistance logs
• Event and attendance logs
Learn more at www.upstreaminvestments.org

14. READY
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• Web form surveys
• Two correlated data sets
• Summarized annual reports
Learn more at http://upstreaminvestments.org/Learn/Publications/2018-19-READY-Countywide-Report

15. Keeping Kids in School (KKIS)
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• Partnership with probation,
courts, office of education,
schools, and Seneca
Family of Agencies
• Family-centered case
management tracked and
reported on in Apricot
Learn more at
http://sonoma-county.org/probation/reports/KKIS-Final-Evaluation-Report-WestEd-01052018_Rem.pdf

16. Violence Prevention Partnership (VPP)
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• Multi-agency data entry
• Intake-closure comparison
• Service tracking
• Assessments and progress
Learn more at https://srcity.org/2198/The-Partnership

17. Housing Assistance Response Team (HART)
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• Cross-division collaboration within HSD
• Housing locator services + information & referral tracking
• Grant reporting for demographics, intake status, services

18. Phase 1
Initial implementation
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19. Phase 1: Challenge
Ø How do we quickly implement a single data system across
multiple divisions, multiple programs, and with both internal
HSD and external users?
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20. Takeaway: Staggered implementation
• Devote full attention to each program
• Shorten total timeline with tighter group of milestones
• Reduce risk of a single, large implementation project
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21. Takeaway: Consistent methodology
1. Discovery and blueprint (design)
2. Build (configuration)
3. Testing and review
4. User development (documentation)
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22. Takeaway: Stakeholder agreements
• Set expectations
• Define responsibilities
• Get early buy-in
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Keys:
• Program purpose
• Data formatting, quality
• Security provisions
• Role-based responsibilities (tasks)
• Financial commitments
• Performance standards

23. Phase 2
Transition to steady-state
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24. Phase 2: Challenge
Ø How do we transition from implementation development to
steady-state with each program?
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25. Takeaway: Changing assumptions
• Program design is evolving during development
• New program assumptions offered late in project
• Program goes in new direction
Modifications are a part of the game!
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26. Example: Template design vs. custom design
Original Assumption:
• Implement 13 programs using common template
• Gain efficiency in workflow and system administration
New Assumption:
• Account for program specificity to promote user adoption
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27. Example: Interval feedback vs. status setting
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28. Takeaway: Changing assumptions
1. Include end users (front line) in discovery process
2. Plan for 90-days of flexibility after go-live for updates
3. If redesign needed (any time), compare opportunity to cost
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29. Phase 3
Continuous improvement
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30. Phase 3: Challenge
Ø How do we build capacity without negatively affecting
what’s already in place?
Ø How do we prioritize a steady stream of user feedback into
developments that make a difference?
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31. Takeaway: The “capacity building” test
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Is the change we intend
to make a net increase in
value, capability, or
feature set? Does it
enhance the system?

32. Takeaway: Capacity building by category
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Data entry and workflow Data quality
Performance reports User resources

33. Capacity Building: Data entry and workflow
• Form/field design
• Form logic
• Linking fields + wizard
• Workflow tool
• Dynamic dashboards
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35. Capacity Building: Data quality
• User ownership
• Dashboard tools
• Conditional report templates
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37. Capacity Building: Performance reporting
• Template + ad hoc
• Query with global values
• Match tool with use case
o Apricot reports + aggregate
o Apricot Insights
o External tools (Excel and others)
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39. Capacity Building: User resources
• Guides for data entry
• Workflow descriptions
• Workflow diagrams
• Shortcuts on home screen
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41. Takeaway: Gathering user feedback
• What is the most pressing challenge you have right now?
• What is working for you?
• What is nice-to-have and need-to-have?
• What would you change?
• What are you tracking in Excel? ß
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42. Takeaway: Prioritizing user feedback
• Means saying “no” and “maybe” more often than “yes”
• Be selective on projects (hint: the “capacity building test”)
• Simple changes may impact multiple sub-systems
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System Change Checklist

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45. Takeaway: Leadership buy-in
• Strong leadership buy-in is essential
• Admins need space to work (with users) on Apricot
• Leadership can champion new initiatives and investment
• Participation at all levels is a positive
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46. Takeaway: Apricot is getting simpler…what?
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• Getting closer to the source
• What’s important? Then and now
• “Baseline design + user pull”

47. Thank you for joining us today!
Recording and slides will be sent to you via email.
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48. Open door to connect…
© 2019 Sidekick Solutions LLC48
Jeffrey Haguewood
Apricot Software Consultant
Sidekick Solutions
jeff@sidekicksolutionsllc.com
Vickie Miller
Apricot Project Lead
Sonoma County HSD FY&C
vmiller@schsd.org

49. Questions?
© 2019 Sidekick Solutions LLC49