Fellowship Status Report

Code for America is

partnering
with Salt Lake County to build technology solutions to improve services and strengthen the relationship between the county and its citizens,
with an aim to lower the rate at which citizens fail to appear in court, for supervision and treatment appointments in addition to lowering the recidivism rate. To
accomplish these objectives, we pursue three workstreams - build, measure, learn - to iterate quickly and ensure our decisions are data-driven and user-focused.

Phase V - Iterative Development Sprints Part 2 (06/15/2016 to 08/05/2016)

Workstream

Goals during this phase

Build
agile development

Iteratively implement features to improve case manager use of ClientComm

Focus areas: direct client access, administrative improvements, refine ClientComm v.3

Measure
data-driven
decision-making

Refine metrics on usage, client journey, client success

Target use goals (by end of Fellowship):
35+% of clients per case manager communicating via ClientComm
80+% of onboarded case manager using ClientComm daily

Learn
user centered
design

Research interface workflow for client-facing ClientComm access

Catalogue client experiences with ClientComm

Week ending 07/29/2016

This week focused on the deployment of a number of new features, some of which have come out in previous weeks and
some which were fresh for case managers starting Tuesday evening. These features represent the primary components that
were identified as being of critical use to case managers. In fact, the only features absent - group messages - will be coming
out next week. Combined, these round out the focus points of Part V of our process - Iterative Development Sprints, Part 2.
To cover our work this week, a number of blog posts were written, including quotes from case managers (some positive, and
some not). The purpose of publishing these on our blog is to keep ourselves accountable and keep that fire lit in order to
keep producing the improvement case managers desire. As of writing, we are effectively at ClientComm version 3.5.2.
Version 3.5 represents some of the final pushes and expansions of version 3. Looking towards the next phase (which we will
delve into in far more detail next week), we will focus on beginning to synthesize these features in a cohesive manner, so as
to create a more refined and finalized product.
As part of the rollout of this latest version, we sat down with well over a dozen case managers and discussed pain points and
desires for how these features will operate (both now and, ultimately, in version 4.0 and on). In addition to 1:1s with case
managers, we held 4 sessions to demonstrate new features that had been rolled out over the past month to case managers
through Demo Day sessions that were open to all interested case managers. Each Demo Day also allowed for an open
question and answer section where we gave case managers the opportunity to not only discuss improvements for the tool
with us, but amongst themselves. Bouncing ideas off other case managers was also important as it provided the opportunity
for case managers to learn more about what their peers were doing with the tool. For example, JoAnns use of ClientComm
to send positive updates and encouragement to her clients sparked ernest discussion of the pros and cons of such a use
amongst each other.
In regards to the new system that is being rolled out, we have rescheduled an in-depth meeting with Dave N. to set up data
communication between CJS and ClientComm to the 8th of August. These meetings will be critical to automating much of
ClientComms reporting. This will be useful in determining more specifically ClientComms impact and role in client success.
It will also allow us to deploy compliance measures such that ClientComm messages will be stored appropriately on County
servers, following the same rules as set forth by the Countys electronic communications policies.
Workstream
Build

This weeks accomplishments

Next weeks objectives

UX designs for message management

Message templates and survey page

Measure

Summary statistics in admin board

a. Notification use
b. Proportion active users

Pat: Average delay in response for case

managers versus clients

Learn

Observe ClientComm users

Get feedback on paper prototypes of
new features and user interface

Synthesize research from SLC trip

Determine what summary statistics need in
future admin board builds

Thanks as always,
Kuan and Ben, Code for America, Team Salt Lake County

Workflow suggesting an unknown number

to another case manager
Basic workflow for group messaging