Bridging the gap between information technology and human services

Summary The requirements for management information systems in human services are conceptually little different from those of many other programs or industry sectors. Yet numerous attempts to develop effective systems for casework services and programs have been unsuccessful. There is ready recognition of the potential for the utilization of information technology but little awareness of the pitfalls inherent in its implementation. A pilot project revealed that critical determinants of success are a function of die quality, extent and nature of the collaboration between agency practitioners, managers at all levels, and system designers. It was found that the technical expertise of the information technology specialist contracted to develop the system was less important. Although there were many interesting technical challenges and components of the project this paper focuses primarily on the model underpinning the system and its implementation within pilot agencies.