1. Larry Stillman, Monash University Richard Vines, Childrens’ Protection Society Dean Lombard, VCOSS IT Sustainability for the community sector Progress and outcomes of the Doing IT Better project http://www.doingitbetter.net.au

2. Structure of the session 1.Overview of the project 2.Its methodology 3.Case study example 4.Interoperability project 5.Getting the knowledge and linkages out 6.Conclusions and the future

4. Action Research Approach Undertaking case studies of community organisations to identify issues and trial solutions; working groups, conferences etc. Providing information resources to build know-how and assist decision- making and planning in community organisations Identifying systemic issues holding the sector back, and working to change them The sector Government, funders, industry academia

5. Aim: Build ICT capacity in the Victorian community services sector Generously funded by a foundation. Funded Project team:  Dr Larry Stillman (CCNR)  Dean Lombard (VCOSS)  Rebecca French (CCNR)  Dr Stefanie Kethers (CCNR) Three-year project of:  The Centre for Community Networking Research (Faculty of Information Technology, Monash University); and  The Victorian Council of Social Service (VCOSS)

6. “Doing IT Better” Case Studies Victorian Alcohol and Drug Assoc. (VAADA) Springvale Community Aid and Advice Bureau (SCAAB ) Northcote Community Information & Support Service (NCISS) Travellers Aid Baywest Youth Housing (Linkages ) Rural Information Advocacy Service (Loddon Mallee)

7. A detailed example Springvale Community Aid and Advice Bureau (SCAAB) Started by the community in 1971. Vision: A socially just community in which all people have access to resources, are empowered & have their human rights respected & protected. Mission: To provide information, connection & support services as a gateway into the broader community service system for people in the City of Greater Dandenong & surrounds. Two sites & staff outposted at other sites 31 EFT paid staff Approximately 40 volunteers at any one time. 6,000 hours per year. Nearly 15,000 clients, high number of disadvantaged, new arrivals etc. $2.2 million budget with income from all levels of government, over 10 funding sources.

8. SCAAB Services Information, Referral, Advocacy & Support Service Income & Personal Support Youth Services Settlement Services Volunteering

9. Overview of the Case Study Process Seven Steps to Heaven There are no prescriptive answers in Information Systems. All organisations are different and special 1.Initial contact 2.Short introduction at a SCAAB staff meeting 3.13 in-depth interviews, using a formal process modelling method to understand how people work and what their issues are 4.Analysis using interview data, additional documents, staff IT usage survey, and client IT usage survey conducted by SCAAB in June 2008 5.Staff workshop 6.Internal reporting to different constituencies — staff, committee of management 7.Final report 8.Post-report/unanticipated outcomes; for example, seeking further funding

10. Step 3. Interviews Information Flow Information Medium Actor Information Content Information Quality

11. Step 4. Analysis Example: “External Communications”— Mailing Lists Incorrect information (e.g. mailing lists out of date) Conflict (between different mailing lists) Lots of things going wrong (database does not exist, incorrect information, etc.)

12. Step 4. Analysis Grouping Individual issues Who said this? Grouping / categorizing

13. Step 4. Analysis Freemind

14. Initial, spaghetti complexities

15. Policies & Procedures Whole-of-Organisation Picture Reporting, Data Analysis, Mining & Presentation Stakeholder Management and External Communication Client Outcomes Efficiency IT support Staff skills Volunteers Data Storage (Electronic & Paper) Multiple Locations Community Outcomes Staff Outcomes Privacy Meaning to disorder

16. Lessons Learned By SCAAB Importance of a Quality Process Hear from as many people as possible Regular communication to key stakeholders Champions within the organisation Access to people with ICT expertise who understand the sector & can assist NFPs Action & outcomes take longer than you expect By project team Key contact to organise interviews Delineate perceptions from fact Report sign-off by organisation Importance of interaction across NFP sector for sharing & learning Amount & richness of data: how to analyse with limited resources Methods change Keep it all time-bound Action & outcomes take longer than you expect

17. Example: SCAAB Case Study Key Outcomes for SCAAB Increased understanding of the difference between technology & information management. Experience of a positive change management process. Report with recommendations that will form the basis of an ICT strategic plan. Opened SCAAB’s eyes & imagination to possibilities of how ICT can be used internally, with clients & with the community. Learning issues SCAAB are experiencing are common in the community services sector. Thanks to Jinny McGrath for this slide

18. Example: SCAAB Case Study Lessons Learned for SCAAB Quality Process Regular communication to key stakeholders Hear from as many people as possible Champions within the organisation Access to people with ICT expertise who understand the sector & can assist NFP. Develop ICT strategic plan before rushing to change things Thanks to Jinny McGrath for this slide

19. The Interoperability Working Group Discussion paper downloadable herehere Three background articles to give extra context. VCOSS Congress paper 2007: http://tinyurl.com/yuby5mhttp://tinyurl.com/yuby5m Part 1: Introduction to the Interoperability Working GroupIntroduction to the Interoperability Working Group Part 2 Cooperative Federalism, Social Inclusion and InteroperabilityCooperative Federalism, Social Inclusion and Interoperability These papers reflect the knowledge of sector practitioners and the sorts of thinking that have gone into scoping the nature of the problems in relation in ICT infrastructure Richard Vines Quality / Knowledge Manager Children’s Protection Society

20. B. A good news story Listening to the voice of the child – why does ICT matter? Acknowledgement CPS Community Arts Program A. Two challenging stories ICT and data management (p. 3)ICT and quality management (p. 4)

21. Department of Human Services (2007) Registration Standards for Community Services Organisations. Training and Review Guide. Quality as a records and information management challenge A model of a system

22. Evidence collation as a records and information management challenge Family services standard

23. Quality as building an evidence base within a social system (the archival perspective)

24. Show case What happens to the IM challenge when there are more than 2 standards?

25. Jen McKinley Office for the Community Sector Introduction Better Integrated Standards and Quality Assurance Systems (BISQAS) project

26. An overview of the whole quality system ICT (informatics) infrastructure There are big and important sustainability questions that arise from the cost / revenue models moving forward to a new quality system

27. New models of governance

28. Sector publishing system for standards and regulations Provides a map of the complexity across the different standards Cross linking of evidence between different standard elements The interoperability challenge Family Services / Out of Home Care Homelessness Standard (HASS) Home and Community Care (HACC) Family Relationships Services Program (FRSP) Disability services A sector publishing system — quality standards Show case

29. Visualisation of the different standards

30. Cross linking of the “see also” relationships This represents only about 40% of the complexity

31. Cross mapping of possibilities to re-use evidence Acknowledge the efforts of other members of the BISQAS project team: Gavan McCarthy Michael Jones Mark Graham Joanne Evans Ailie Smith Helen Morgan Simon Porter From the University of Melbourne eScholarship Research Centre Also thank you to Chris Kirk (Exact Data) for his intellectual contribution to this thinking

32. Conclusion Now is the time to reflect on the long term ICT (and informatics) infrastructure needs of the community sector Currently, there is more convergence in the practice standards specifications than the organisational management standards The degree of outsourcing to auditors, and the split of on- going resource allocations to the sector will have a big impact on the knowledge capacity across the community sector as a whole In principle, quality systems and regulation interventions can be used to build a substantial evidence base for practice New governance and data gathering practices are required if we are to realise opportunities to build a sector orientated knowledge/evidence base. HSPIC may provide such a vehicle. Thank you - Richard Vines rvines@cps.org.au

33. Interoperability — where to now? Information management reform Service data reform including standardising data definitions and formats to enable full interoperability. Quality assurance reform to allow harmonisation between different frameworks and streamlined reporting processes. Leadership and coordination A governance group comprising government and community sector representatives to plan and oversee the implementation of the reforms. A research and technical forum to keep abreast of innovative work in the academic and ICT sectors that is relevant to information management and system integration. Capacity building An affordable information and training program targeted to community sector needs in information management and ICT. A community sector ICT leadership group focused on facilitating technical sustainability and change management within the sector.

34. Conferences… 2007... Facilitated by Randy Stoecker, University of Wisconsin – Madison A participatory process mapping issues to be pursued by the project 2008... Keynote by John Davies (iT4Communities) about a skilled volunteers program Reports from agencies involved in case studies Workshops on establishing an ICT Pro Bono service and a sector-based ICT support service 2009... Panel discussion about ICT education and training issues in the sector Workshops on strategies for addressing the issues Demonstrations of free and cheap productivity tools

35. Seminar series Educational and capacity-building FREE! with afternoon tea in a central city location every six weeks or so Presentations and notes posted on the website (www.doingitbetter.net.au) ‏www.doingitbetter.net.au Sponsored by Multimedia Victoria Topics covered... Integrating records, information, knowledge and quality management Assessing your ICT needs Developing an ICT strategic plan Innovative ICT use in the sector now (20 Aug) and in the near future (15 Sep) ‏ Knowledge and information management for community organisations (27 Oct) ‏ Choosing a client/contact records management system (3 Dec) ‏

36. Project Outcomes Overall Individual organisational change Identified or confirmed issues common to the sector Established a shared language and understanding of problems and opportunities Increased awareness in government about the ICT issues facing the sector Advocacy on some significant systemic issues Established a ‘community of practice’ with an interest in IT issues in the sector Shared learnings and information across the sector Encouraged interaction across the sector Confirmed need for some capacity building programs aimed at the sector A sector-based ICT support service An ICT Pro Bono service Developed a robust model for ICT-related knowledge and information sharing New academic and practical research partnerships ($, brains and long-term relationships)

37. Final Report Look for Government endorsement and direct support Recommendations for Community & Sector Government — Policy, Implementation, Funding Other funders, philanthropists ICT Industry & providers Educators and Trainers New projects & programs 2010 +

38. That’s all for now Questions? For more information: Visit the website: www.doingitbetter.net.au www.doingitbetter.net.au Email Dean: dean.lombard@vcoss.org.au dean.lombard@vcoss.org.au Email Larry: larryjhs@fastmail.fm larryjhs@fastmail.fm