Choosing technologies

Technology has become the operational backbone of social care, and so choosing the right technologies for your co-operative is paramount.

Approaches

Three primary approaches can be taken:

1. Low-code

These platforms enable organisations to create applications with minimal hand-coding by providing a visual development environment. These platforms typically include drag-and-drop features, pre-built templates, and automated processes to streamline development.

Typical examples might be Squarespace to create a website or Typeform to create surveys.

Often, multiple low-code services are required to meet the organisation's needs. While services can be used independently of each other, it is possible to integrate them with each other, using a service like Zapier to aid interoperability through process automation.

Equal Care's "Frankenstein's Monster"

During Equal Care's start-up phase when developing the pilot, an assessment was done on a potential full-service platform and at the time, none of these met the needs of the co-op, partially due to the way in which Equal Care is organised using sociocratic and co-operative principles, but also as they did not have the functionality required.

So, the decision was made to integrate a series of valuable services using Zapier to automate critical functions, communication, and effective record-keeping.

Services used included Quickbooks for financial control, WhatsApp for communication, Google Sheets for data/record keeping, Jotform for online forms and vCita for the scheduling of care appointments.

This required a learning curve to make the services work together that was steep, and while the results were not ideal, they were "good enough" to enable the co-op to move forward with the pilot.

2. Full service

A software-as-a-service (SaaS) solution is a comprehensive offering well-suited to the social care co-operative's needs. Full-service solutions offer seamless core software functionality, usually delivered via the Internet, and a range of additional services and support to ensure the software’s effective deployment, use, and ongoing maintenance.

The major caveat here is that a single platform rarely fits an organisation's needs perfectly, meaning compromise is often needed when procuring these services.

See here for a range of social care platforms that are currently available (July 2024).

3. Custom

This is a software platform that is specifically designed, developed, and tailored to meet the unique needs and requirements of the organisation. Unlike off-the-shelf products, which are generic and intended for a broad audience, custom-commissioned technology is bespoke and developed from the ground up or significantly modified based on detailed specifications provided by the client.

A custom build can either be done by using a third-party agency, where a bidding process could be run to secure the most suitable vendor, or done in-house, which would mean the creation and management of an internal design and development team.

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Procuring a digital social care platform

Procuring a software-as-a-service (SaaS) platform is straightforward but one that needs to be done thoroughly, considering the organisation's strategic aims and specific needs in equal measure.

Here’s a step-by-step guide to help you navigate this process effectively:

Step 1: Needs Assessment

Identify Requirements

• Collaborate with stakeholders to define your social care organisation's specific needs and requirements.

• This should include both those giving and getting care as well as those supporting the teams, including advocates, volunteers and most importantly, friends and family members.

• Consider the functionalities required, such as case management, client tracking, reporting/care notes, compliance, communication, finance, scheduling and managing bookings, and integration with other systems you already have or may need to procure to bridge any functionality gaps.

• Set your budget for the service, considering the differing revenue models of the services and how that fits into the society's financial planning. For instance, a service's fee based on the number of users may be suitable at start-up, but as the co-operative scales, this cost may not be acceptable in the longer term.

Regulatory Compliance

• While the CQC does not explicitly regulate software platforms used in social care, it sets out requirements for the overall management and delivery of care, which indirectly impact the choice and use of technology platforms. Refer to the Information, Records and Technology section of the CQC guidance to adult social care providers.

• Ensure the platform complies with relevant data protection regulations and standards, such as the Data Protection Act 2018 (a.k.a. GDPR).

Step 2: Market Research

Identify Potential Vendors

• Conduct market research to identify providers that specialise in social care.

• Look for vendors with a proven track record in the sector.

• Examples of vendors are here.

Vendor Reputation

• Assess the reputation of potential vendors by reviewing case studies, client testimonials, and industry reviews.

• Verifying the vendors' claims is critical. Similar to references for employees, this process is vital for ensuring that any claims made through a sales process or marketing are truthful.

Step 3: Request for Proposals

Develop Request for Proposals (RFP) Document

• Create a detailed RFP document outlining your requirements, project scope, budget, evaluation criteria, and timelines.

• Include questions about the vendor’s experience, functionality, security/privacy measures, scalability, and customer support.

Distribute RFP

• When a custom built platorm is required then send the RFP to a shortlist of selected vendors and set a clear response deadline.

• If the co-operative is sourcing from existing software services, this step is not necessary.

Step 4: Evaluation

Review Candidates

• If commissioning a custom build, evaluate the proposals based on how well they meet your requirements to create a shortlist.

• If assessing existing software, use the criteria to create a shortlist of preferred candidates.

• Pay close attention to functionality, ease of use, scalability, budget, security, and compliance features.

Vendor Demonstrations

• Invite shortlisted vendors to provide demonstrations of their platforms.

• Use real-life scenarios to test the functionality and usability of the system.

References and Site Visits

• Contact references provided by the vendors to get feedback on their experiences.

• If possible, talk directly to other social care organisations using the platform to see it in action and ask questions.

Step 5: Selection and Due Diligence

Scoring and Ranking:

• Use a scoring system to rank the vendors based on the criteria outlined in the RFP.

Contract Review:

• Review the terms and conditions of the contract carefully.

• Pay attention to service level agreements (SLAs), data ownership, exit clauses, and any hidden costs.

• Many services will have tiered service levels, with higher fees allowing increased functionality access and customer support. Ensure these meet your budget requirements, particularly in light of organisational growth.

Data Security and Compliance

• Ensure the vendor meets your organisation’s data security and compliance standards.

Step 6: Implementation Planning

Project Planning

• Work with the selected vendor to develop a detailed implementation plan.

• This should include timelines, milestones, responsibilities, and resource allocation.

Data Migration

• Plan for the migration of existing data to the new platform.

• Ensure that data integrity and confidentiality are maintained during the transition.

Training and Support

• Arrange for training sessions to ensure that staff are comfortable using the new system.

• Establish a support plan to address any issues that arise post-implementation.

Step 7: Pilot Testing

Pilot Phase

• Conduct a pilot test of the platform with a small group of users.

• Use this phase to identify any issues and make necessary adjustments.

Feedback Loop

• Gather feedback from pilot users and work with the vendor to address any concerns or improvements needed.

Step 8: Full Rollout

Gradual Rollout

• Consider a phased rollout to ensure a smooth transition. Start with one circle, department or group before expanding to the entire organisation.

Ongoing Support:

• Maintain ongoing communication with the vendor to ensure that any issues are promptly addressed.

• Regularly review the platform’s performance and gather feedback from users.

Step 9: Monitoring and Evaluation

Performance Metrics

• Establish key performance indicators (KPIs) to measure the platform’s effectiveness in improving your social care services.

Continuous Improvement

• Regularly assess the platform’s performance and work with the vendor to make continuous improvements based on user feedback and changing needs.