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 IV - Iterative Development Sprints Part 1 (05/05/2016 to 06/14/2016)

Workstream

Goals during this phase

Build
agile development

Iteratively implement features to improve case manager use of ClientComm

Focus areas: case manager workflow, passive client capture services, auto-notifications

Measure
data-driven
decision-making

Implement feedback measures to determine parameters of each clients close out

Target use goals (by end of Fellowship):
35+% of clients per case manager communicating via ClientComm
80+% of onboarded case manager using ClientComm daily

Learn
user centered
design

Catalogue and address pain points in ClientComm that impede case manager efficiency
and reduce likelihood of use
Direct client-facing opportunities to reduce FTA based on opportunities identified in our
research

Week ending 05/06/2016

Following up on the security improvements that were performed last week, we continued to enhance the code base for
ClientComm during the first half of this week. In addition to improvements in that area, we built out enhanced message
status tools. Now, if messages ever bounce or go to phone numbers that are in any way deactivated, ClientComm will
automatically re-test the number. Upon failing to successfully notify a client through that attempt, ClientComm will send an
email out to the case manager who sent that message notifying them of the repeated attempts and the unsuccessful result
types.
Email notifications have helped drive up ClientComm use in the past few weeks and we would like to see if more prompts
and more guided support through such email notifications can nudge application use along even further. In addition to
case manager-facing notifications, tweaks to the supervisor and admin dashboard will hopefully better enable supervisors
to monitor overall ClientComm use and see how their staff are performing. If the tool is found to be correlating with
increased case manager success, this can be a way by which to identify individuals who are frequenting the tool to keep
open lines of text communication with their clients.
Next week, we will be focusing on building out a base level of notifications for the ClientComm platform. This will enable
case managers to set dates for ClientComm and utilize template or custom messages to be associated with those dates. In
addition, we will also be looking into establishing some opportunities to speak with clients who have been using
ClientComm with their case managers for the past few months. We would like to learn and gain deeper insight into how the
tool has improved their experience and assisted in their success while working through CJS. We would also like to hear how
they feel the tool can be improved and what other features they would find most assisting.
Final items:
If you have not had a chance to read the new article published regarding our work in Salt Lake County, it is now
available on Code for Americas site,
here
.
Kuan will be in Salt Lake County from Monday afternoon to Wednesday afternoon. He will be attending the
GovTech conference in downtown Salt Lake City on Tuesday and is free to meet outside of that time.
Thanks as always and see you next week,
Kuan
Workstream
Build

This weeks accomplishments

Measure

Learn

Next weeks objectives

Complete security modifications

identified as critical during security
audit
Improve email notifications feature

Produce visualizations of VINE data

from Court-County secure FTP server

Identify metrics to measure ClientComm

interface use to improve user experience

Attend GovTech conference in SLC 6/7

Research methods of understanding client
experience with ClientComm

Thanks as always,
Kuan and Ben, Code for America, Team Salt Lake County

Finalize CJS onboarding to Department of

Public Safety citation feed access
Base functionality for case manager
notifications