An overview of how Clark County Family Services Department in Nevada generated over $7 million in revenue from IBM Cognos business analytics and PerformanceG2, Inc. BI solutions.

1. Business Analytics software
Business Intelligence for Government – Clark County
Family Services Department Success Story
December 2, 2010
Eboni Washington, Rob Dolan
Senior Mgmt Analyst WW Industry Exec, Public Sector
Clark County Nevada IBM Business Analytics
© 2010 IBM Corporation

2. Business Analytics software
Clark County Family Services Department Success Story
Eboni Washington, Clark County
© 2010 IBM Corporation

3. Discussion Points
• Family Services Overview
• Changing Climate
• External Business Drivers
• Technology Drivers
• Challenges
• IBM Analytics
• Illustrations

4. Department of Family Services
• Our Mission Statement: “to protect children by building and supporting
nurturing, stable families in collaboration with community providers”.
• Services Provided:
– Child Abuse Hotline
– Child Abuse and Neglect Investigations
– Foster Care Services
– Adoption Services
– Children’s Advocacy Center

5. Family Services Overview
“Vision Statement”
Administrative Child Welfare
Services Services

6. Facts and Figures
• The Department of Family Services employs 750 Full-Time and
125 Part-Time staff and the operating budget for fiscal year
09/10 was $107.4 million
• In CY 2009:

7. Facts and Figures
• In CY 2009:

8. Changing Climate- BACKGROUND
• State of Nevada Assembly Bill 1 (2001) mandated that Child
Welfare services in Nevada be integrated.
• Leading up to 2005, there was a series of events that prompted
major systemic and administrative changes.
• In 2006, new senior management developed the “Safe Futures”
plan for overhauling the troubled Child Welfare system.
• In 2008, analysts began developing a series of performance
management reports that assist with monitoring compliance with
policies and procedures.

9. Business Challenges
• Management Skill Set
– No alignment of measures to strategic plan
– Lack of understanding how to interpret and analyze data
– Very little use of data to initiate program improvement
• Organizational Climate
– Phenomenal growth within the Department as a result of
the Child Welfare integration of State and County entities
– Organizational climate for learning and improvement not
established throughout the Department
– New Senior Management and a subsequent influx of new
staff to accommodate new initiatives

10. New Management and Data Needs
• The number of investigations per worker
• The number of investigations open beyond 45 days
• The number of children seen by their caseworkers every 30
days
• The number of new foster homes
• The number and length of Child Haven placements
• Reunification of families within 1 year
• Length of time from removal to adoption

11. Technology Drivers
• IT staff unable to meet Department reporting needs:
– Numerous ad hoc reporting requests to support various litigation
– Lack of sufficient operational reports in Statewide system
– Inability to measure organization and cost-effectiveness due to primitive
reporting capabilities
• Fixing the current system is a cumbersome process:
– Modifications are completed by the State and require a jurisdictional
change management process
– Reporting requirements not always the same for each jurisdiction

12. Technology Challenges
• Data challenges faced prior to implementation
– Transactional system with limited reporting capabilities
– Information silos (Source system, Access databases and Excel
spreadsheets)
– Limited information about case management data/information
required significant programming time
– “Rogue” systems attempting to be implemented in violation of
Federal Statewide Automated Child Welfare Information
System (SACWIS) regulations
– Hand-counting conflicts
– Immediate need for specific and real-time data

13. Cognos at Family Services
• Implemented in 2005
• Using Cognos across all areas of business
• Over 100 users accessing outputs for
decision making
• 24x7 operation; daily updates
• Over 75 reports available monthly
• Generating more than 8 cubes
• Dashboards customized to different
business areas

15. Extract, Transform, and Load (ETL) Production Timeline
End Table Row Backups exported
Count Audit 7:00 p.m.-7:30 p.m.
Reports generated
6:30 a.m.
Reboot App Servers Audit Report generated for DB
Switch DWHouse
Load into DWHouse 4:30 a.m. 10:20 p.m.
Information
Stop Cognos Service on Servers Integrator
4:00 a.m. shut down
10:20 p.m.
Maintenance Window Staging DB rebooted
4:00 a.m. – 6:00 a.m. 11:00 p.m.
ETL Processes ETL Process started against Staging
Complete against DW VMWare Server backups 11:30 p.m.
House Load 2:00 a.m.
DB backed up
1:00 p.m.

16. Project Timeline
Staffing .5 PM .5 PM (IT Resources)
2.5 BA 2.5 BA 1 BA
1.5 PA 1.5 PA 1 PA
.5 DBA .5 DBA .25 DBA
PerformanceG2 PerformanceG2 PerformanceG2
Scope Scorecards Data Marts Data Marts
OLAP Cubes Dashboards Dashboards
Reports Reports Reports
Training Data Manager TTT Advanced Report
Framework Query/Report
Transformer Advanced Report
Query/Report

17. Three-Year Costs
Hardware >1%
Software 10%
Training 11%
Personnel 51%
Personnel $1,542,845
Consulting 28%
Consulting $839,404
Training $334,899
Software $319,462
Hardware $7,327

18. Business Value
• Increased productivity, 55% reduction
in report development time

19. Business Value
• Improved access and case
management
• Improved compliance

20. Nucleus Research
Financial Analysis Report
SUMMARY RESULTS
ABOUT NUCLEUS RESEARCH
Nucleus is an independent research
firm providing advisory services that
include in-depth analysis, tools, and Payback period 9 months
analyst access to help companies make
technology investment decisions that
deliver the greatest return to the Average Annual Benefit $4,393,259
corporate bottom line.
© 2010 Nucleus Research, Inc. Reproduction in whole or part without
written permission is prohibited. Nucleus Research is the leading provider of
bottom line-focused technology research and advice.
NucleusResearch.com

21. Targeted Case Management (TCM)
• Service paid by the Federal Medicaid program
• Generated over $9 million in federal reimbursement funds.
– Additional revenues were used to help off set State and
County budget cuts.

22. Child Contacts Metric
Sample of
Sample of
Daily Metric
Daily Metric

23. Placement Dashboard
News Items
Report Links

24. Management Report Dashboard
Report
Links

25. Child Haven Population
2006-2010 YTD
Child haven
population
trending down

26. Length of Stay in Care
Child Haven
Downward
Trend

27. CPS Response Time Report
On-Time Response Percentage
Increase

28. Overdue Investigations
Downward Trend

29. Removals/Investigations (2010)

30. Other Successes
• Implementation of Performance
Based Management
– Business processes are improved
with fact-based decision making.

31. Summary
• Single Source of Truth
• Flexible, dynamic environment that provides user friendly Web-
based, Zero-footprint interface
• Cost Effective reporting solution for non-IT staff
• Reduction in reporting turn-around
• Evaluate and compare trends in caseloads across the spectrum
of services

32. Business Analytics software
Business Intelligence for Government
Rob Dolan, IBM Business Analytics
© 2010 IBM Corporation

33. Robert Dolan, Jr., Worldwide Industry Executive for Public Sector, Business Analytics, IBM Software Group
December 2010
Business Analytics for Social Services
Public Sector
Business Analytics software
© 2010 IBM Corporation

34. Business Analytics software
The Landscape is Changing for Social Services Agencies…
© 2010 IBM Corporation

35. Business Analytics software
…Requiring Answers to Critical Questions Everyday...
© 2010 IBM Corporation

36. Business Analytics software
…With Silos that Can Isolate Decision-Making, Impacting Outcomes
© 2010 IBM Corporation

37. Business Analytics software
Analytics Can Help Achieve Outcomes-Based Government
© 2010 IBM Corporation

38. Business Analytics software
Analytics Helps Manage & Improve Performance for Better
Outcomes
• Mission, financial and operational factors define
social service imperatives.
• From those imperatives, measurable goals and
objectives are developed that measure outcomes.
• Business Analytics helps to manage the outcomes
required and demanded for and by citizens.
© 2010 IBM Corporation

39. Business Analytics software
Business Analytics for Social Services
 Complete view of programs
and budgets
 Predict trends
 Manage and reduce risk
 Improve operational efficiency
 Increase transparency and
accountability
 Drive better outcomes
© 2010 IBM Corporation

40. Business Analytics software
IBM Business Analytics Value Proposition for Government
IBM Business Analytics delivers
actionable insights for
decision makers at all levels of your
organization, enabling them to optimize
performance
© 2010 IBM Corporation

41. Business Analytics software
IBM Business Analytics Addresses Key Government Needs
Query, reporting, analysis, scorecards and dashboards to enable decision
Business Intelligence makers across the organization to easily find, analyze and share the information
they need to improve decision making
Data mining, predictive modeling, 'what if' simulation, statistics, and text
Advanced Analytics analytics to identify meaningful patterns and correlations in data sets to predict
future events and assess the attractiveness of various courses of action
Budgeting and planning, financial consolidation, scorecarding and strategy
Financial Performance & management, financial analytics and related reporting capabilities to help
Strategy Management simplify, structure, and automate dynamic and sustainable financial
performance and strategy management practices
Applications that package business analytics capabilities, data models, process
Analytic Applications workflows and reports to address a particular domain or business problem (e.g.
customer, workforce, supply chain and financial performance management)
Optimize Business Performance through…..
 Actionable insights for decision makers
 Consistent, accurate and trusted information
 Rich industry solutions, proven practices and professional services
© 2010 IBM Corporation

42. Business Analytics software
Informed, Aligned Decisions and Actions at the Functional Level…
Decide
and Act
What should
we be doing?
Why?
How are we doing?
© 2010 IBM Corporation

43. Business Analytics software
Q&A Session
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44. Business Analytics software
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45. Business Analytics software
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