Information Technology Reference
In-Depth Information
are held by funding bodies including government
and community foundations. Quite simply, fund-
ing bodies want a return on their investments.
To meet these requirements organizations need
access to sophisticated information systems that
allow ease of data collection and the statistical
and analytical capacity to use these systems to
best advantage.
The United Way ofAmerica (1997) has provid-
ed an overview of various accountability demands
in the sector over the past 25 to 30 years. Account-
ability initially focused on fiscal responsibility
and documentation of how funds were spent; this
focus remains a fundamental concern. A focus on
the products or outputs of programs was the next
step. These new measures included the number of
products delivered (e.g. counseling sessions) and
the number of people assisted. Whilst products
delivered and people assisted are important and
useful statistics, they are crude indicators of qual-
ity of service delivery. Over time, funders have
focused more on service standard measures that
demonstrate and ensure the quality of services and
adherence to standards. Some of these standard
measures include staff qualifications, staff-client
ratios, specific service practices, record keeping
and privacy protection. With recent reductions in
health and welfare budgets, there has been a shift
from looking at standards to addressing whether
services were targeted to those most in need.
Agencies are increasingly required to provide
data that demonstrates services are delivered to
those who most need them.
Key Performance Indicators (KPI's) and client
satisfaction studies are more recent developments.
Key performance indicators were developed by
public accounting firms and include ratios of
inputs, services, outputs and total costs. Client
satisfaction measures have also been developed as
part of overall quality assurance measures. These
latter measures seek the views of clients on a range
of variables including accessibility and customer
satisfaction. They provide information to funders
about the agency and its operations. Unfortunately
these newer measures do not tell funders about
the effectiveness of funded programs and whether
clients are better or worse off. The current focus
has moved to measurement of program outcomes
and benefits for clients. Funders are now seeking
quantitative results and evidence from agencies
that demonstrate their service effectiveness.
Evidence of changing accountability require-
ments can be found by “googling” funding guide-
lines. Several community foundations, as part of
their funding application process, ask questions
about inputs, activities, outputs, and outcomes
(short, medium and long term). Implicit in this
request is a program logic approach. They also
ask applicants to provide evidence that their pro-
posed intervention is the most effective one to use
for the intended beneficiaries. This suggests the
importance of measuring outcomes, i.e., a move
towards evidence based practice and research.
For example, the US Department of Justice, Drug
Court Discretionary Grant Program provides
funding for non-violent substance abusers with
a goal to reduce substance abuse and recidivism
of offenders. Agencies funded under this program
must provide data to measure the results of their
work which includes the percent of participants
who re-offend while participating in the drug court
program. Specifically this means total number of
participants, the number arrested on drug-related
charges, the number arrested on non-drug related
charges and the number of clients with drug court
program violations. The funding body also wants
quantitative data on clients who have successfully
participated in programs. Compliance with these
measures requires good information systems and
the analytical skills of staff.
One recently emerging and dramatic pressure
on both for profit and not for profit organiza-
tions comes from the managed care approach.
Here traditional fee for service arrangements are
replaced by a system where costs and services
are controlled by limiting the amount and type of
services provided. The focus is on reducing the
costs whilst simultaneously improving quality of
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