Recognising the increasing need to use technology in the delivery of our services, Relationships Australia Tasmanian (RA Tas) made the decision to move all staff working in applicable programs to the use of e-files.
The importance of adapting and adopting technologies into service delivery is one that we view as being essential. The move to an electronic files system (e-files) ensures RA Tas can continue to lead the delivery of relationship support services in Tasmania well into the future.
The use of paper files brought with it many limitations, specifically the inability to control or centrally manage client case notes. The move to e-files aimed at eliminating these limitations and minimising the risk of paper files being lost, damaged or stolen.
Due to the complex nature of implementing such a significant process change across the organisation, a flexible and adaptive approach was taken to implement the project. The project leads Simon Reeve and Robin Black took the role on-board as part of their regular duties. Matilda Cure provided three days per week of project support. The project utilised existing staff members that were already well integrated into the organisation and well versed in the nuances of different programs and teams – this was pivotal to the success of the project.
The importance of adapting and adopting technologies into service delivery is one that we view as being essential for achieving desired client outcomes.
Several evaluation methods were used to capture feedback from across the organisation, including focus groups, a survey and interviews.
The findings of the evaluation showed that the key objectives were met, and where applicable, e-files are now being used as the means for recording client information, with paper files no longer being prepared.
The implementation of e-files has provided greater security and safety to clients and their information. It has also increased collaboration between staff and most importantly, allows for a truly client-centred approach.
At RA Tas we understand the importance of protecting client information and delivering a high quality service, that is why we will continue to ensure we have the people, systems and processes in place to achieve this – our clients deserve nothing less.
[The use of e-files] has also increased collaboration between staff and most importantly, provides a truly client centered approach.