More Seamless Management of Client Cases

Some 350 officers working in the Rehabilitation and Protection Division in the Ministry of Community Development, Youth and Sports (MCYS) used to manage thousands of cases and case information using various disparate IT systems. At that time, the systems had less functionalities and were less technologically advanced. Recognising the limitations of those disparate systems, MCYS decided to reinvent its work processes through the development of the Integrated Case Management System (ICMS).

With the clear objective of having a service delivery that is client-centric and holistic, ICMS rigorously streamlines work processes and coordinates data management between different work units. It also ensures that services are rendered to clients and their families as a total package to address their multiple needs. With ICMS, officers are able to track and manage their cases across child protection and juvenile justice. Officers have real-time access to comprehensive client information and complete case histories, which allow them to develop intervention plans that are more timely and appropriate to the client's specific needs. Other conveniences include online document storage and the use of PDAs during fieldwork.

The development of ICMS has also led to larger social goals. It establishes the framework and platform for a more responsive and interconnected social service safety net by facilitating information sharing with strategic partners such as the Singapore Prison Service, Singapore Police Force, hospitals and voluntary children's homes. This strategic management information system supports MCYS' role as a policy maker by providing higher data management capabilities for evidence-based research and policy review, thus enhancing the effectiveness of protection and rehabilitation programmes.

The Ministry's innovative use of technology to develop a system that will meet its unique business needs in the social service sector has gained international accolade. In 2005, ICMS was a winning entry by MCYS as the latter won the 18th CIO Honoree Award. This International Awards Programme recognises top organisations around the world that exemplify leadership, innovation and boldness leading to highly successful enterprises.

Ms Ang Bee Lian, Director of Social Welfare who led the ICMS development team, reflects that "with the CIO 100 award, there is recognition that we have built a world-class system that ensures high standards of care for our clients. We want the system to not just keep pace with changes in our work processes, but in fact be a driver of the change process." This is indeed so, as local and foreign government agencies have expressed interest in ICMS as a successful model to further improve their work processes.