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 VIII - ClientComm Delivery (10/15/2016 - 11/17/2016)

Workstream

Goals during this phase

Build
agile development

Documentation associated with final delivery of product to Salt Lake County

Specifically documentation regarding deploying and maintain the tool

Measure
data-driven
decision-making

Dive into ClientComm utilization and performance impact against case management
database data extractions

Learn
user centered
design

Document learnings in final report package, to be passed off along with technical
documentation

Week ending 10/28/2016

This week, we resume our weekly reports. Last week was a much needed break after the release of the final version of
ClientComm 2 weeks prior. With that delivery, we concluded the 6th phase of our Fellowship in terms of the methodology we
employed to deliver a product that addressed the initial challenge as we were presented with back in January (it seems so
long ago, now!).
We would like to take a moment in this report to both review the impact and goals of our last phase and to briefly introduce
the 7th and final phase of our Fellowship. Looking back on our last phase, we can proudly say that we were successful in
delivering the final core features that were requested by primary case managers and therapists who were actively using the
tool. We catalogued client experiences with ClientComm through a client-focused text survey and have started synthesising
usage metrics. In addition, we have finally achieved the development of an effective extraction script which allows us to
connect ClientComm users with client accounts in the Ctracks case management system (a huge thanks to Dave!). Our
earliest findings are being documented here and seem to demonstrate that ClientComm is being used disproportionately
with higher risk clients. This likely means that case managers are prompted to use the tool when traditional methods of
communication are opted out or are otherwise proving ineffective. This is interesting as it adds color to the notion that
effective two way communication gains impact and necessity, per se, at higher client risk levels whereas lower risk clients
are fine with whatever the system currently affords. This also demonstrates that, in a way, text messaging is not low touch
alone and can act as a high touch mechanism with which to facilitate significant improvements in client-case manager
relationships (which is critical to helping clients become successful).
Its not all roses, though! There is some bad news. While we did high most of our metrics for the last phase, there is one
unfortunate failing. We do have over a of clients for active case managers onboarded onto ClientComm but our goal of
85% of users logging on to the tool daily was not hit. Unfortunately, that number hovers more at 50%. We fell short of this
goal, we believe, because we were unable to help get some of the newer users using the tool as part of their daily workflow.
We believe that this might take some time to build up the momentum as had occurred with users who have been on the
system for a longer period of time but also feel that we need to begin to reach out through more official channels.
That is, because Version 4.0 is now out, we have a robust, feature rich, and stable application for case managers to use. We
can now say, with confidence, to department managers and other CJS administrators that this is a tool that has had proven
effectiveness for the case managers that use it. Looking into the future, we need to work in tandem with administrators to
communicate this message downstream to case managers who are not using the tool as much to encourage them to begin
onboarding clients. The more clients they onboard, the more likely they will use it - because their clients will begin
responding quickly!

Workstream
Build

This weeks accomplishments

Next weeks objectives

Develop sustainability presentation

Create slide deck for Code for America
Summit

Measure

Retrieve Ctracks data from Dave in

Criminal Justice Services IS

Learn

Summarize initial findings from first

dive into retrieved Ctracks data

Thanks as always and see you next week at Code for America Summit,
Ben and Kuan, Code for America, Team Salt Lake County

Learn from all the amazing government

professionals at Code for America Summit
next week!