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Many social service agencies face considerable challenges. Program funding is typically hard to get and resources are stretched to the limit as a matter of course—an average caseworker might be serving more than 400 clients at any one time, navigating a maze of overlapping social programs and regulations, and doing his or her best to deliver the right mix of services to get recipients back on their feet. The systems and processes that support these workers are hard-pressed to keep up with the need for information, which means that the agency's understanding of what's happening out in the community may lag weeks or even months behind actual events. In extreme cases, a given client might not be contacted for a year or more. There is a clear potential for waste and fraud.

IBM Corporation, IBM Corporation:Case Study, Alameda County Social Services: Closing Service Gaps Through Better Use of Information, social IT, IT cost savings, IT resources
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