Examples from the Field


The Integration Imperative as the Driver of Reform: U.S. State & Local Government Innovations in Human & Social Services Delivery (October, 2014)

Audio | Slides


Based on interviews with 41 states and 9  municipalities, KPMG, Governing Institute, and state/local leaders discuss major trends and leading practices exemplified by jurisdictions that are improving service delivery through integration.



Lauren Aaronson, NYC Human Resources Administration

Lee Anne Bruce-Boone, OK Department of Human Services

David Hansell, KPMG

Paul Hencoski, KPMG

Joseph Morris, Governing Institute

Stephanie Muth, Texas Health & Human Services Commission


Complimentary Research Papers:

The Integration Imperative: Reshaping the Delivery of Human & Social Services

(KPMG Global - October, 2013)


The Integration Imperative as the Driver of Reform: U.S. & Local Government Innovations in Human & Social Services Delivery

(KPMG U.S. & Governing Institute - September, 2014) 




Department of Health & Human Services, Montgomery County, MD (September, 2014)

MCDHHS is implementing an Integrated Case Management Solution in the county's Transitional Age Youth and Homeless Services programs. The ICM solution is inclusive of both Return on Taxpayer Investment (ROTI) and Social Return on Investment methodologies and an Intensive Teaming Protocol for h/hs staff.


Listen to the webinar and learn more!



Integrated H/HS Delivery: Evolution or Revolution? (June, 2013)

Audio Slides - Moderator: Wade Horn, Ph.D., Director, Deloitte Consulting LLP


This webinar explores whether Integrated Service Delivery can be achieved through the continued evolution of our systems and processes or whether a more fundamental revolution in the H/HS business model is requried. 

Panelists include:

Joe Bodmer, Director of State/Tribal Systems/Office of Child Support Enforcement/Administration for Children and Families/HH

Susan Dreyfus, CEO, Alliance for Children and Families

Rick Friedman, Human Services Consultant, Former Director of State Systems, Center for Medicaid and CHIP Services, Centers for Medicare and Medicaid Services/HHS



Seizing the Opportunity for Transformation Using Big Data Analytics in Human Services (May, 2013)

Audio | Slides - Moderated by Molly O'Neill, Vice President and Initiative for Collaborative Government Senior Fellow, CGI


Industry experts discuss the myths involving data analytics and how these innovations have been evolving overtime. This webinar also highlights how government agencies can get started with utilizing data to help inform their service delivery reform efforts and the creation of new performance metrics, as well as how data analytics can generate cost savings.


Complementary White Paper: Seizing the Opportunity for Transformation Using Big Data Analytics in Human Services (May, 2013)

This paper discusses what big data means for health and human services, reports on signs of early success in state government, and identifies additional opportunities for big data in the public sector. It also provides a useful guide for getting started with big data. 



Achieving Maximum Value from H/HS IT Systems: Critical Success Factors for Agency Transformation (January, 2013)

Slides - Moderated by Kevin Dolan, Director, Industry Market Development, Microsoft Health & Human Services


State officials within the Tennesee Department of Intellectual and Developmental Disabilities, Florida's Office of Early Learning, and the Kentucky Office of Administration and Technology Services discuss their efforts toward sustainable transformation in health and human services systems including, leadership and cross-boundary communication, nimble technology, and the utilization of benchmarks and measurement.


Complimentary Research Paper: Achieving Maximum Value from H/HS IT Systems: Critical Success Factors for Agency Transformation (APHSA/Microsoft, November 2013)

Report discusses survey findings from 67 APHSA members from 35 states that identify human service agencies expectations, strategies, and practices that are used to plan, acquire, and implement their information technology systems. The findings indicate that the following primary factors are needed for successful development: leadership and cross-boundary communication; flexibility; and cost-efficient implementation. 



IT Solutions Fostering H/HS Interoperability & Integration (November, 2012)

Audio | Slides - Moderated by Holli Ploog, Vice President, Government Markets, CGI


Executives from VA's Health and Human Resources Agency and Alaska's Department of Health and Social Services discuss their state's approacch toward cross-system information technology modernization. Through the utilization of service-oriented architecture, AK & VA are able to design, develop and implement enterprise-wide IT initiatives to build the infrastructure necessary to foster care coordination and improve shared outcomes of those served.


Bridging H/HS through Eligibility Systems Modernization (June, 2012)

Audio | Slides - Moderated by Michael Coulson, Health and Human Services Specialist Leader, Deloitte Consulting LLP

Recent opportunities, such as the enhanced federal funding and the OMB Circular A-87 Cost Allocation Exception, are available to states to design, develop and implement enhanced Medicaid Eligibility and Enrollment systems. Hear from federal state systems directors from the Administration for Children and Families and the Center for Medicaid & CHIP Services discuss these opportunities. 



  • September 20, 2016 - Health and Human Services State of the States Survey. The Survey was done in partnership with CompTIA HSITAG and ISM, an affiliate of APHSA. Its purpose is “to gain and share insights from state and local Health and Human Services (H/HS) thought leaders relative to agency IT issues, challenges, trends, and perspectives.” Results of the first annual Survey results have been published here.



Last Updated: 3/21/2017


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