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How do you plan for the “new normal” when normalcy no longer exists?

Yes, it’s a bold question and a tough concept to consider. But it’s reality. As I have continued to meet with numerous directors of local and state agencies throughout the country, there is still a lot of uncertainty and confusion.

Many human services agencies falsely believe their technology needs are so unique to justify building their own custom solution. In the long run, however, this could be a very costly mistake. A commercial-off-the-shelf (COTS) product that can be configured to meet your needs and evolve over time can almost always do the job—with a considerably smaller strain on resources and faster time to value.

Years ago, when I was leading technical teams at Nationwide Insurance, they launched the marketing slogan "Life comes at you fast." Some of the developers in the company quickly adopted the phrase for our own purposes. It rang true as we navigated the never-ending parade of new technology and new ways to design software.

It was, and still is, confusing to know what tools and methods to adopt. And we are the software people! If it’s confusing to us, it’s likely a dark art to the rest of the world. Some of the latest tools on the scene that we know people are still wrapping their heads around are low-code/no-code software development platforms. We thought it might be useful to share our thoughts on how they might benefit our readers.

Roses are red,
violets are blue,
technology is sweet,
but is it really helping you?

You know that technology has the potential to modernize service delivery and drastically alter how you interact with clients. Too often though, human services agencies commit to technology that doesn’t end up delivering on the value it promises. 

Just as two solutions are never quite the same, neither are two vendors that provide them. Even if companies (or their tools) look similar on paper, dig a little deeper and you’ll find subtle nuances in how each one approaches their business. It’s these nuances that will have a significant impact on your project’s success.

Below is a list of questions that can help you separate a strategic partner who truly wants to help your organization grow over time from a run-of-the-mill vendor that’ll move on as soon as your transaction is complete.

Technology for health and human services has gone from a nice to have to a must have. Agencies want to modernize their technology to manage the ripple effects of COVID-19, but struggle to figure out how. Revenue hits. Budget cuts. Furloughs. All of these make it increasingly difficult for agencies to fund new projects.

The good news? Getting new tools in place is not only possible but can be done in a way that provides both quick results and footing for better outcomes in the future. It just takes a bit of strategic planning, creative thinking, and business savvy.

The American Public Human Services Association (APHSA) recently released a special statement calling for administrative relief for Supplemental Nutrition Assistance Program (SNAP) agencies.

Buying technology for human services can be hard, especially for agencies that have never done so before. (Of course, working through this process amid a global pandemic and economic instability adds a new layer of complication!)

The COVID-19 pandemic has been a wake-up call for human services in many ways.

Initially, it forced agency leaders to rethink how and where mission-critical work could be done, as well as which tools and technology were truly essential to support this new way of operating. Now, the focus has shifted toward determining the best way to allocate shrinking budgets and limited resources to sustain these changes and navigate the new landscape for the long term.

For many, the new year signals a fresh start. A clean slate. The opportunity to think or act differently. What if we applied this same mindset to human services technology?

What if we stopped feeling restricted by outdated systems, processes, and policies, and focused instead on what we can do today that we couldn’t do in the past?

Editor's note: this post was originally published on August 15, 2017. We recently refreshed the list to give you twice the amount of helpful tips! 

Human services agencies face several hurdles when it comes to investing in technology.

Yet, even when resources are limited, it’s not impossible to come up with the money to purchase and maintain innovative technology solutions. (Plus, the short-term cost won’t seem so bad once you realize the long-term value of your investment!)

All it takes is a little upfront planning and creative thinking.