Software solutions in managing missing children cases: findings from a survey. Valeria Setti, MCE Pieter Jamaer, Orca Solutions

Transcription

1 Software solutions in managing missing children cases: findings from a survey Valeria Setti, MCE Pieter Jamaer, Orca Solutions

2 The project - Outputs Made available for interested organisations Client Relationship Management Solution for hotlines Based on a thorough analysis of what exists already & what is needed Tool to: Improve the service Collect reliable & comparable data

3 The project - Objectives Improve service & cooperation of hotlines What has been achieved operational in 23 EU MS Practical Guide for operators: Harmonize service delivery throughout the EU Enhance the cross-border cooperation among Translated in 14 languages Past Objectives new project Deal with calls & case management in an efficient & harmonized way (same number, same service) Enhance cross-border cooperation Enhance data collection (reliable & comparable data effective policies and adequate responses) Future

4 The project - Beneficiaries hotlines Missing children & their families Policy makers The NGOs operating/launching/applying for the hotline for missing children will dispose of a system facilitating their day-to-day work. Families and children confronted with a disappearance will rely on a higher quality service, no matter the country in Europe. Data collection will allow for the development of evidence based policies to prevent and fight child disappearance.

5 The project - Partnership Parnter MCE Hotlines Orca Solutions Project Coordination EU perspective Expertise & responsibilities Grassroots perspective: needs & challenges for CRM/data collection Hosting field visit/ replying to online survey/ constant feedback Test of solution Support in first mapping phase and selection procedure CRM knowledge University of Gent Data model: definition, categories, reporting Allen&Overy Data protection, privacy and data storage

6 Deliverables Activities The project - Planning Requirements definition Solution selection Implementation Deployment 2012 Q Q Q Q2 Aftercare 2014 Q4 Kick-off meeting Country visits Requirements for processes & reporting Align definitions & categories Privacy rules Technical requirements Select potential candidates Evaluation of proposals Presentation of proposals with demo Selection of the final solution Fit-gap analysis Design of solution Build solution Test solution Create training material Roll-out solution to a number of Hotlines Setup local integrations Setup local customizations User training Bug fixing Small change requests Request for Proposal (RFP) Selection criteria and selection procedure Selected partner & solution Solution including best practices Deployment strategy and material Solution rolled out in a number of countries Support organization

7 Survey Introduction Goal Start - End s Recipients Get an insight in the current IT systems, the requirements for the new solution and the common data for the different hotlines. 7 January February 2013 Part 1: Introduction Part 2: As-Is current system Part 3: Requirements towards new solution Part 4: Common data Part 5: Conclusion Total: 21 Complete: 16 Partial: 3

8 Survey Presentation of outcome 1. General 2. Common data & definitions 3. IT capabilities 4. Requirements & interest

9 General Services Please indicate or specify the services which your organization is offering. (19 answers)

10 General Volumes Please indicate the volume of users, cases and in-/outbound calls (16 answers) (17 answers) (17 answers) (15 answers)

11 General Contact organisations Indicate other organizations with whom you are cooperating on cases, on national or international level. (17 answers)

12 General Anonymous calls Do you accept anonymous calls? (16 answers)

13 Common data Definitions 1 Please indicate to what extent your definitions of cases of missing children are compatible with the MCE definitions. (16 answers)

14 Common data Definitions 2 Does your organization specifically store data on the circumstances surrounding a child that has gone missing in case of following types of cases? (16 answers) (16 answers)

15 Common data Definitions 3 Do you feel that MCE should suggest a definition/categorization of worrying disappearances? (15 answers) (16 answers)

16 IT capabilities Service lines Is your case management system used for other services then the management of cases of missing children (i.e. the hotline)? (13 answers)

17 IT capabilities Call center Please indicate the statement that best describes your call center system. (16 answers)

18 IT capabilities Reporting Is your organization today capable of generating statistical data regarding cases of missing children? (16 answers)

19 IT capabilities Internal Please rate your internal IT resource capabilities. (16 answers)

20 Requirements Core functionalities Please indicate on a scale from 1 till 4 how interesting the listed "basic" functionality would be. (16 answers)

21 Requirements Website integration Please indicate on a scale from 1 till 4 how interesting the listed "website integration" functionality would be. (16 answers)

22 Requirements Statistics Please indicate on a scale from 1 till 4 how interesting the listed "reporting / statistical data" functionality would be. (16 answers)

23 Interest in MCE s solution Is your organization potentially interested in implementing the new CRM / Case management system that will be provided by Missing Children Europe? (16 answers)

24 The project Scope Large public Family Parents Missing child National police Shelters Friends Other CRM / Case management Case mgnt Contact mgnt Reporting / statistics Activity mgnt Campaign mgnt School Embassies Immigration bureau International police Social support organizations Hotlines

25 Deliverables Activities The project - Planning Requirements definition Solution selection Implementation Deployment 2012 Q Q Q Q2 Aftercare 2014 Q4 Kick-off meeting Country visits Requirements for processes & reporting Align definitions & categories Privacy rules Technical requirements Select potential candidates Evaluation of proposals Presentation of proposals with demo Selection of the final solution Fit-gap analysis Design of solution Build solution Test solution Create training material Roll-out solution to a number of Hotlines Setup local integrations Setup local customizations User training Bug fixing Small change requests Request for Proposal (RFP) Selection criteria and selection procedure Selected partner & solution Solution including best practices Deployment strategy and material Solution rolled out in a number of countries Support organization

26 Conclusions - 1 Definitions & categories Need to review/adjust the 5 definitions Introduce worrying disappearance? Harmonisation at national level

27 Conclusions - 2 Challenge of IT capabilities Limited (internal) IT capacity Limited resources Key to improve the service & data collection

28 Conclusions - 3 New technologies No longer an only-telephone service Dissemination of information Engagement and participation from public

29 Thank you! With the support of the Daphne Programme of the European Union