KOMBIT A/S helps Danish municipalities handle child care more efficiently

Rolling out a standardized solution to give caseworkers a 360-degree view of each case

Published on 17-May-2012

"By providing a single, comprehensive work area for case management, the DUBU solution will enable the municipality’s employees to work more efficiently and systematically. Whereas previously, a caseworker being absent due to illness could cause significant delays to a child’s case, the 360-degree view of each case offered by the new solution should enable others to take over when needed." - Christina Knudsen, Project Manager, KOMBIT A/S

Customer:
KOMBIT A/S

Industry:
Computer Services

Deployment country:
Denmark

Solution:
Customer Relationship Management, Enterprise Content Management, Information Integration, Learning and Training, SmartCloud - Foundation

IBM Business Partner:
Oracle

Overview

KOMBIT A/S is a non-profit, self-financed organization responsible for procurement of cost-effective IT solutions to support all 98 municipalities in Denmark. It aims to create value for local authorities by pooling knowledge and buying power; managing digitalization projects; promoting standardization; and promoting competition among new and existing IT vendors. Launched in May 2009, KOMBIT employs approximately 85 people and is headquartered in Copenhagen.

Business need:
Disparate IT systems and paper-based processes made it difficult for municipalities in Denmark to share confidential case work for children at risk. When people moved location, there was a danger that information would be incomplete or difficult to navigate, impacting the quality of social care.

Solution:
KOMBIT A/S, the organization responsible for procuring cost-efficient IT solutions for Danish municipalities, delivers the DUBU solution, built on IBM and Oracle software. DUBU provides a comprehensive secure area for case workers.

Benefits:
Facilitates better collaboration within and across municipalities by creating a ‘shared language’. Equips caseworkers with a 360-degree view of each child’s care within the municipality, helping to improve the quality of social services while also helping to reduce cost for the municipality.

Case Study

KOMBIT A/S is a non-profit, self-financed organization responsible for procurement of cost-effective IT solutions to support all 98 municipalities in Denmark. It aims to create value for local authorities by pooling knowledge and buying power; managing digitalization projects; promoting standardization; and promoting competition among new and existing IT vendors. Launched in May 2009, KOMBIT employs approximately 85 people and is headquartered in Copenhagen.

Recognizing the benefits of standardization
One of the key tenets in KOMBIT’s mission statement is to boost efficiency and collaboration across Danish municipalities by encouraging standardization. The ongoing challenge KOMBIT faces is identifying IT solutions that meet different municipalities’ needs while keeping costs low.

Christina Knudsen, Project Manager at KOMBIT A/S, explains, “Our job is to find IT solutions that can offer individual municipalities the optimal balance between functionality and cost-effectiveness. We approach each and every project as a business case, working hard to show each municipality how the solution will work for them in particular.”

Kicking off the child@risk project
In recent years there has been an increased focus on children and youths at risk, with demand for improved case management and increased documentation. As a result, KOMBIT was tasked with finding an efficient and effective solution to help municipalities with disparate and disconnected case management environments to better manage the casework for children and youths at risk.

“There was huge variety in the IT systems used to handle children and youths at risk across Danish municipalities,” says Christina Knudsen. “Some used electronic document management systems, while others simply worked with “paper and pen”. This made it difficult for municipalities to work together, and in the case of a child or youth who had moved from one municipality to another, it was tricky or even impossible to gain a complete 360-degree view of their case.”

As a result, the organization initiated the “child@risk” project, outlining its specific requirements for a case management solution and putting it out for public tender. KOMBIT narrowed down the offerings to just seven contenders, and ultimately selected the DUBU solution proposed by IBM, incorporating IBM software and Oracle technology.

“We chose the DUBU solution from IBM because it rated highest on the scorecards we used to evaluate the different offerings,” comments Christina Knudsen. “It delivered on functionality, while offering the open architecture and reasonable price point we were looking for. Afterwards, the IBM consultants were able to show us examples of similar implementations with public authorities, which really put our minds at rest that we were choosing the ideal partner to help us with this ambitious project.”

Introducing the DUBU solution from IBM and Oracle
DUBU offers a comprehensive case management platform that encompasses all aspects of the work local governments handle concerning children and youths at risk. This includes database management, document repository, monitoring and reports, and integration with other systems such as finance and electronic document management. The solution is based on a Siebel Customer Relationship Management (CRM) front-end and Oracle Policy Automation, supported by IBM DB2®, IBM FileNet®, IBM Tivoli® and IBM WebSphere® software. It incorporates the ICS (Integrated Children’s System) assessment and casework methodology, which can be used to manage casework for children at risk.

“By providing a single, comprehensive work area for case management, the DUBU solution will enable the municipality’s employees to work more efficiently and systematically,” says Christina Knudsen. “Whereas previously, a caseworker being absent due to illness could cause significant delays to a child’s case, the 360-degree view of each case offered by the new solution should enable others to take over when needed.”

The IBM team was able to draw on its expertise of similar projects to provide the initial development of the solution, including configuration and integration of the software into the organization’s existing environment. IBM Global Technology Services® will host the service and offer ongoing application development to customize the solution to more closely meet the individual municipalities’ needs. By engaging with IBM Global Services, KOMBIT can enjoy the benefits of flexible support, proactive maintenance and secure management of business-critical and potentially sensitive data.

“So far 44 out of 98 municipalities have chosen to implement DUBU,” comments Christina Knudsen. “With help from a consultant from IBM, we have supported the municipalities in their organizational implementation, and have also provided training to help super users familiarize themselves with the new solution. By the end of April 2012, 38 of 44 Danish municipalities had completed implementation.”

Benefiting from interconnected casework
Facilitating interconnected casework, the DUBU solution ensures that the municipality departments dealing with children and youths at risk have an end-to-end process in place support them in their casework. Replacing manual processes in the municipalities, the solution will enable caseworkers to minimize duplication of work and help ensure continuity of information.

“Previously, many caseworkers were inputting the same information more than once, which was both inefficient and introduced the risk of errors,” explains Christina Knudsen. “One of the policies of the Danish government is that a request for case information must be fulfilled within 10 days. In the past collecting this data from different systems was a time-consuming and laborious process. Once the DUBU solution is fully up and running we should have a single point of access for all information, it is easier for employees to meet this requirement.

“Moreover, by introducing a “shared language” across those municipalities that have chosen to implement the DUBU solution from IBM so far, we enable them to work together more easily. It is easier to track children who have moved between different areas, ensuring that they continue to receive the support they need.”

Products and services used

IBM products and services that were used in this case study.

Software:
DB2 Enterprise 9, FileNet Content Manager, WebSphere Application Server Network Deployment, Tivoli Directory Integrator, Tivoli Federated Identity Manager, Tivoli Directory Server, WebSphere Adapter for Siebel Business Applications

Service:
AMS: Application Out-Tasking - Custom, AMS: Enterprise App Outsourcing - Oracle, AIS: Application Development, AIS: Complex Systems Integration, GBS BAO: Enterprise Content Management, GBS ISV Community: Oracle - Siebel, GBS S&T: Organization and People - Organization and Workforce Transformation, GTS Strategic Outsourcing: IT Outsourcing Services, IBM Global Business Services

Legal Information

© Copyright IBM Corporation 2012 IBM Corporation Software Group Route 100 Somers, NY 10589 Produced in the United States of America May 2012 IBM, the IBM logo, ibm.com, DB2, FileNet, Global Business Services, Global Technology Services, Tivoli and WebSphere are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml This document is current as of the initial date of publication and may be changed by IBM at any time. Not all offerings are available in every country in which IBM operates. The client examples cited are presented for illustrative purposes only. Actual performance results may vary depending on specific configurations and operating conditions. It is the user’s responsibility to evaluate and verify the operation of any other products or programs with IBM products and programs. THE INFORMATION IN THIS DOCUMENT IS PROVIDED “AS IS” WITHOUT ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING WITHOUT ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND ANY WARRANTY OR CONDITION OF NON-INFRINGEMENT. IBM products are warranted according to the terms and conditions of the agreements under which they are provided. Oracle Siebel CRM On Demand and Oracle Policy Automation are not IBM products or offerings. Oracle Siebel CRM On Demand and Oracle Policy Automation are sold or licensed, as the case may be, to users under Oracle’s terms and conditions, which are provided with the product or offering. Availability, and any and all warranties, services and support for Oracle Siebel CRM On Demand and Oracle Policy Automation are the direct responsibility of, and is provided directly to users by, Oracle.