Background:
The Ministries of Social Development, Children and Family Development, Labour, Citizens’ Services and Open Government, are working together to replace the outdated information systems that are currently used to inform and track key social programs, including:
- Child protection services
- Child care subsidies
- Income assistance
- Employment programs.
The new Integrated Case Management (ICM) System is being designed and implemented over a six-year period, at a cost of $182M, in order to improve appropriate information sharing and case-file management across the social sector ministries and with the agencies contracted to deliver services on their behalf. The stated aim is to achieve better outcomes for the approximately 200,000 clients served by these ministries each year, “through coordinated planning, consistent service standards, appropriate information sharing and service delivery options” that are more client-centred. All MCFD and MSD staff will use this system once fully implemented. Agencies that deliver services under contract with these ministries will also be expected to use the system for the ministry funded services and programs. Implementation with government staff has begun and implementation with contracted service providers will begin in December 2012.
Federation position:
The Federation supports the intent of the ICM system to improve client services and outcomes through appropriate information sharing, integrated case planning, coordinated service delivery and increased accountability for outcomes. The ICM project is an ambitious undertaking that has many potential benefits and challenges.
From March to June 2011, the Federation was engaged by MCFD to: review the design parameters; provide feedback about how the proposed system design might work (or not) for community service providers; provide information on accreditation requirements that we have asked be integrated into the system; and advise on how best to address the on-the-ground practice interests and issues so that the system results in improved case planning and management.
A number of issues and concerns were documented and the Federation submitted a report to MCFD in September 2011 noting these and proposing relevant next steps. Key issues still to be addressed include:
- One system or multiple systems for agencies: The Federation had initially hoped that the ICM would be designed and implemented so that agencies (particularly those doing most of their business under contract with MCFD and MSD) would be able to use ICM as their primary or sole information and case management system. This would save time and resources for the agencies as they would not need to maintain duplicate systems. It is not clear whether this will be possible.
- Application to accreditation: The Federation has recommended that the accreditation standards be reflected in the ICM system design.
- Privacy and confidentiality: Concerns that have been identified include the approach to securing and recording informed client consents, access and visibility of case information, accountability and responsibility for data entries and accuracy of information, privacy rules and monitoring.
- Practice tools and supports: If the system is to enhance case management and support and track outcome attainment, the practice tools embedded in the system should support thorough assessment, planning and tracking. The ability to aggregate data and prepare reports is essential for program and service planning.
- Implementation within the community services sector: There are numerous implementation questions still to be considered including when and how agencies will be expected to ‘on board’, and what hardware, software, training and data transfer costs will be covered
A ruling from the Office of the Information and Privacy Commissioner on a variety of privacy and confidentiality issues has been requested. Federation representatives have also been participating on the ICM Stakeholders Advisory Group convened by MCFD for the purposes of systematically working through many of the issues identified in the September 2011 report. Representatives will continue to participate to reflect the information management and accountability interests of the sector.
A privacy impact assessment was completed by the ministries in advance of Phase 1 deployment and was reviewed by the Office of the Information and Privacy Commissioner (OIPC).
For more information on this Privacy Impact Assessment noted above, please see the following links:
http://www.hsd.gov.bc.ca/publicat/pdf/ICM_Phase_1_PIA.pdf
http://www.hsd.gov.bc.ca/publicat/pdf/ICM_Phase_1_PIA_Appendix.pdf
A presentation made to the Federation members at the June 2011 Annual General meeting provides additional information on the project. That .ppt can be found HERE. The report submitted to MCFD by the Federation is posted to the members only section of the website.