Sunday, January 13, 2013

Technology Optimization and Process Management for the Non-Profit

What is your vision for technology at your organization?
If your agency uses email, file sharing, electronic records, or a computer of any kind.... (everyone!) and you have invested time and resources into making sure you have the best systems available... (everyone!), then you also want assurance that they are working for your organization.  

You may be saying to yourself about now, "But don't be silly Jill we’ve got really great technology and IT support, so of course our systems are working for us!"

But do any of these very common non-profit technology glitches sound familiar?  
An electronic medical records system that requires staff to complete duplicative data fields?  


A file sharing system that is muddled up with files ten years old and so clumsy that no one can find what they need?  

Suddenly realizing that community contacts critical to the success of your organization have been lost because the person that had a file drawer full of business cards has left your organization?

These are problems that are the result of organizations not creating policy and defining workflow for their employees, especially around technology.  

The next question I commonly encounter here is, “But Jill, this is what we have IT staff do for us.”

And yes, these are the tasks that you hoped and banked on your IT consultants doing for you only to find out that they don’t do these things.  They are there to implement and maintain the systems you choose for your organization, but are not experts on defining workflow around these systems.  

And finally, you may be saying, “Ok, if it’s never been done and my staff and I can’t take time away from direct service provision to do it, how do we fix it?”

Unless you have staff dedicated to internal definition of workflow and policy, this stuff just has never been done!

BUT YOU ARE NOT ALONE!  None of us non profit managers or health professionals were formally trained in our course of study with any of this “process”  and "computer stuff".

But don't panic here are five easy steps that will get you well on your way to having a plan that is as good as the best organizations in our field.


1.  First, what are your most critical organizational outcomes?

Think macro here, think what makes your organization tick, and what at the end of the day you need to do above all else to ensure the sustainability of your organization.

Some examples are:  provision of excellent clinical care, diversion of patients from emergency rooms, connecting clients to employment, a reputation for excellent service in the community, or fundraising.

2.  Next draw a line from each one of those outcome statements to a list of data that stem from these critical organizational outcomes.    

For example, if we use the “provision of excellent clinical care” as our outcome, the data linked to this may include measures of client satisfaction or positive resolution of treatment goals.

3.  Next figure out what internal processes occur to ensure these outcomes and data points are met.  To make it simple just draw another line underneath the data points, connecting the group to these processes.

For example, under “excellent clinical care” we would list clinical supervision, staff communication, intake procedures, quality assurance and utilization review as processes that have to occur smoothly to ensure that excellent client care is met.

4.  And finally, draw another line below the processes to connect it with the technology platforms that facilitate this data collection and internal processes.

Common technology platforms at a non-profit include an email, calendaring and file sharing system, a telephone system, an electronic medical records and billing system, a donor management system and a customer relationship management system.

5.  Lastly, describe how your current platforms support the data collection and internal processes or don’t support them!  Some free-flow creative thinking at this point is most helpful.

And once we’ve done this work (phew!) the strengths and holes in your technology processes become more visible. You will see more clearly where workflow needs to be redesigned or defined. You will also begin to understand which organizational processes are poorly supported by technology, or where existing technology is not being used to it's fullest extent.


Best of luck as you embark on your journey.  

For more information on Technology Optimization and Process Management at a Non-Profit, or to learn how you can get assistance with technology assessments and planning, visit http://www.jatasource.com


photo credit: ~Sage~ via photopin cc