Instructor: Derek Coursen [cell]

New York University –Robert F. Wagner Graduate School of Public Service

PADM-GP-2117:

Information Management and Systems in Public and Nonprofit Service Agencies

[email protected] 347.401.3649 [cell] COURSE DESCRIPTION:

The goal of this course is to prepare non-technical stakeholders working in the human service, justice and public health arenas so that they can participate effectively in decision-making about information management practices and tools. Using a framework of general systems concepts to explore

organizational and technical issues, the course will address how various stakeholder roles—clients, front-line workers and supervisors, performance measurement staff, evaluators and funders—conceive of useful information; the challenges of developing information management capacity and acquiring information systems; and the context and implications of the movements toward creating comparable measures and/or integrating data across multiple programs and agencies.

Specifically, this course is designed to enable students to:

• Understand differences among various stakeholder groups’ desire for and use of information; • Learn how to estimate the costs of information management capacity and activities;

• Become familiar with the structure of software, the stages of and roles within projects to develop or customize it, and the factors that contribute to success or failure;

• Understand the particular complex of problems that client-serving agencies face around competing internal priorities, reporting to external funders, acquiring information systems, integrating data across multiple programs, and managing change.

• Learn how emerging trends in shared measurement and data integration may affect agencies.

COURSE READINGS: See session details. COURSE REQUIREMENTS:

Grading will be based on the following criteria:

• Case Study (40%). A study (2,500-3,500 words plus appendices) analyzing the information management situation and challenges of a real-life client-serving program.

CALENDAR (SPRING 2013): Thursdays 8:35 – 10:15 pm 25 W. 4th St., Room C-13

MODULE I ORGANIZATIONS AND INFORMATION

Thursday 1/31 Session 1 – Introduction. Service Programs as Systems that Use Information Thursday 2/7 Session 2 - Data / Information / Knowledge and its Cost

Thursday 2/14 Session 3 - Stakeholder Group Priorities (Part I): Operations Thursday 2/21 Session 4 - Stakeholder Group Priorities (Part II): Analytics

Thursday 2/28 Session 5 - Resources, Power and Information Management Capacity

MID-TERM EXAM DISTRIBUTED

MODULE II INFORMATION SYSTEMS

Thursday 3/7 Session 6 - The Structure of Software

MID-TERM EXAM DUE

Thursday 3/14 Session 7 - The Software Development Process SPRING BREAK

Thursday 3/28 Session 8 - Disciplines of Organizing Information

DRAFT OF CASE STUDY DUE

Thursday 4/4 Session 9 - Buy/Build/Modify Decision & Information System Contracting Thursday 4/11 Session 10 - Information System Successes and Failures

MODULE III SPECIFIC PRACTICES AND EMERGING TRENDS FOR MANAGING INFORMATION Thursday 4/18 Session 11 - Inter-Agency Data Collection and Exchange

Thursday 4/25 Session 12 - The Shared Measurement Movement

FINAL VERSION OF CASE STUDY DUE GROUP PROJECT DISTRIBUTED

Thursday 5/2 Session 13 - Data Warehousing and Flow Modeling Thursday 5/9 Session 14 - Visualization of Data

Thursday 5/16 [Exam Period]

PRESENTATION OF GROUP PROJECTS

Session 1

Course Introduction.

Introductions. Course goals and expectations. Service Programs as Systems that Use Information.

Metaphors for understanding organizations. General insights about systems. Construing elements, boundaries and environment. Seeing human service, justice and public health programs as systems.

Readings:

• G. Morgan (1986) Images of Organization, pp. 19-61, 77-109, 233-255.

• M. Metcalfe (2007) ‘Using systems concepts to critique’, International Journal of Applied Systemic Studies, Vol. 1, No. 2, pp. 117-130.

Session 2

Data / Information / Knowledge and its Cost

More views of organization. Proposed and problematic definitions of data, information and knowledge. Analyzing the costs of collecting data and managing information.

Readings:

• P. Checkland and S. Holwell (1998) Information, Systems and Information Systems – making sense of the field. Pp. 39-63, 79-111

• Case for discussion: TBA

Session 3

Stakeholder Group Priorities (Part I): Operations

Major operational functions of information. Levels of feedback. Defining, collecting, processing and reporting client-level data. Common organizational tensions.

Readings:

Session 4

Stakeholder Group Priorities (Part II): Analytics

Performance measurement and the structure of performance indicators. The performance

measurement cycle. Exploratory data analysis, quality management, program evaluation. Practical challenges of producing information for analytic purposes.

Readings:

• J. Poertner, ‘Managing for Service Outcomes: The Critical Role of Information’ in R. Patti, Ed. (2000), Handbook of Social Welfare Management

• P. Rossi, ‘Program Outcomes: Conceptual and Measurement Issues’ in E. Mullen and J. Magnabosco (1997), Outcomes Measurement in the Human Services: Cross-Cutting Issues and Methods

• R. Benbenishty, ‘Outcomes in the Context of Empirical Practice’ in E. Mullen and J. Magnabosco, op cit. • T.E.Carrilio, T. Packard and J.D. Clapp (2003) ‘Nothing in—nothing out: barriers to the use of performance data

in social service programs’, Administration in Social Work, Vol. 27, No. 4, pp. 61-75.

• Case for discussion: A. Cortez and L. Vetter (2008), ‘Our Piece of the Pie: From Data to Decision-Making’,

Bridgespan Group

Session 5

Resources, Power and Information Management Capacity

Patterns of funding and scarcity of resources for information management. Organizational roles, power and decision-making within service agencies. External funders as major stakeholders. How private philanthropy approaches information management issues in grantees. The diverse constellation of technical skill sets and roles; technical staffing patterns in service agencies.

Guest Lecturer: Jonathan Peizer, Internaut Consulting Readings:

• A. Brock, E. Buteau & A. Herring (2012) Room for Improvement: Foundations’ Support of Nonprofit Performance Assessment. Center for Effective Philanthropy

• J. Peizer (2012) 25 Tips for Evaluating (and Writing) Successful Technology Grant Proposals. Internaut Consulting.

• A. Kerslake, ‘Information management: beyond information technology’ in A. Kerslake and N. Gould (1996) Information Management in Social Services

Session 6

The Structure of Software

Front-end vs. back-end. Interfaces, procedural logic, database structures and reports. Multi-tiered applications. Technical platforms. Implications of the internet. How the structure of software systems constrains decision-making about them. Small group exercise: TBA.

Readings:

• Handout from instructor: ‘Basic concepts of software architecture’

• D. Dreher (2007), ‘Client Data Management: Collecting, Storing & Using Data’ Center for Victims of Torture • ‘Using flowcharts to map a service delivery process’ (n.d) NPower

Session 7

The Software Development Process

Conventions of software project management. Highly structured methodologies vs. iterative/ prototyping ones. Scope, functional specifications and design specifications. Roles in the software development process. Common tensions. Small group exercise: TBA.

Readings:

• J. Rakos (1990), Software Project Management for Small to Medium Sized Projects, pp. TBA • A. Cockburn (2008) ‘Using Both Incremental and Iterative Development’, Crosstalk

Session 8

Disciplines of Organizing Information: Definitions, Taxonomies and Data Models

Definitions, taxonomies and data models as building blocks of information systems. Data modeling and its role in the software development process. Effects of decisions in these areas on the capabilities and flexibility of information systems. In-class Workshop: Data Modeling for Case Study Projects.

Readings:

• M. Chisholm (2010), Definitions in Information Management, pp. 47-82

• M. Chisholm (2012) ‘The Celestial Emporium of Benevolent Knowledge’, Information Management, Feb 17 • W. E. Burrows (1999), ‘Guide to Data Modeling’, pp. 1-21

Session 10

Information System Successes and Failures

Defining success and failure of information systems. Factors relevant to any kind of enterprise. Problems of incompleteness and instability in user requirements. Challenges of managing scope and cost. Factors peculiar to human service, justice and public health programs.

Guest Lecturer: Patti Bayross, NYC Department of Information Technology & Telecommunications Readings:

• J. McManus and T. Wood-Harper (2007), ‘Understanding the Sources of Information System Project Failure’, Management Services, Autumn

• O. Gutierrez and D. H. Friedman (2005), ‘Managing project expectations in human services information systems implementations: The case of homeless management information systems’, International Journal of Project Management, Vol. 23

• D. Coursen (2012), ‘Why Clarity and Holism Matter for Managing Human Service Information (And How the Sector Can Achieve Them)’, Data Administration Newsletter

• B. Magda (2012), ‘Mitigating the Effects of Technology Change in Healthcare IT’, Online Journal of International Case Analysis, Vol. 3, No. 1

• Case for discussion: TBA

Session 11

Inter-Agency Data Collection and Exchange

Collection of data by funding agencies. The need to exchange data among government agencies. Problems of confidentiality, legality and ethics. The experience of grantees. Emerging technologies.

Guest Lecturer: Jim Parsons or David Cloud, Vera Institute – Justice and Health Data Exchange Initiative Readings:

• Adoption and Foster Care Analysis and Reporting System (AFCARS) Materials: ‘Technical Bulletin #1: Data Elements’ & ‘The AFCARS Report’ (2011)

• N. Shank, B. Sokol, M. Hayes, C. Vetrano (2008) ‘Human Services Data Standards: Current Progress and Future Vision in Crisis Response’, Public Policy Center, University of Nebraska

Session 12

The Shared Measurement Movement

The historical context of the shared measurement movement. Practical problems of implementing shared measurement. Implications for information management in service providers.

Guest Lecturer: Louisa Chafee, Office of the NYC Deputy Mayor for Health & Human Services Readings:

• • •

• M. Kramer, M. Parkhurst & L. Vaidyanathan (2009), Breakthroughs in Shared Measurement and Social Impact, FSG

• • •

• NY State Task Force on Juvenile Justice Indicators (2007), Widening the Lens: A Panoramic View of Juvenile Justice in New York State, Executive Summary & Data Appendix

• • •

• Case for discussion: TBA

Session 13

Data Warehousing and Flow Modeling

Rationale for data warehousing. Basic technical concepts. Examples of deployments among client-serving agencies. System dynamics and flow modeling.

Readings:

• D. Schoech, J. Fluke, R. Basham, D. Baumann and G. Cochran (2004), ‘Visualizing Multilevel Agency Data Using OLAP Technology: An Illustration and Lessons Learned’ Journal of Technology in Human Services Vol. 22, No. 4 • Excerpts (pp. TBA) from B. Milstein (2008) Hygeia’s Constellation: Navigating Health Futures in a Dynamic and

Democratic World, Centers for Disease Control and Prevention.

• Case for discussion: E. Dalton, W. Gorr, J. Lucas, J. Pierce (2006), ‘Data Warehousing, Flow Models and Public

Policy’, Allegheny County Dept of Human Services

Session 14

Visualization of Data