A System to Support Diverse Social Program Management (Preprint)
BACKGROUND Social programs are services provided by governments, non-profits, and other organizations to help improve the health and well-being of individuals, families, and communities. Social programs aim to deliver services effectively and efficiently, but they are challenged by information silos, limited resources, and the need to deliver frequently changing mandated benefits. OBJECTIVE We explore how an information system designed for social programs helps to deliver services effectively and efficiently across diverse programs. METHODS This viewpoint describes the configurable and modular architecture of Social Program Management (SPM), a system to support efficient and effective delivery of services by a wide range of social programs, as well as lessons learned from implementing SPM across diverse settings. We explore usage data to inform engagement and impact of SPM on the efficient and effective delivery of services. RESULTS The features and functionalities of SPM seem to support the goals of social programs. We find SPM(1) provides fundamental management processes and configurable program-specific components to support social program administration, (2) has been used by over 280,000 caseworkers serving over 30 million people in 13 countries, (3) contains features designed to meet specific user requirements, (4) supports secure information sharing and collaboration through data standardization and aggregation, and (5) offers configurability and flexibility that are important for digital transformation and organizational change. CONCLUSIONS SPM is a user-centered, configurable, and flexible system to manage social program workflow.