[Progress News] [Progress OpenEdge ABL] How to Leverage Cross-Programmatic Data for Improved Customer Experience

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Gary Katz

A key to delivering exceptional public services is using cross-programmatic data collected and analyzed from multiple health and human service agencies. Cross-programmatic data comes from various sources, such as electronic health records, digitized case notes, eligibility systems, appointment scheduling systems and patient feedback platforms. Because it integrates information from different sources, it paints a more holistic picture of the individuals the agency serves. This data helps agencies identify and respond to the unique needs of individuals, allowing them to anticipate future needs, respond in real time with more personalized interventions and enhance the client journey from start to finish.

Improved Access to Services​

For many years, agencies adopted the notion of "no wrong door," or the idea that customers should know about all the benefits available to them regardless of the agency they come to first. However, historically, agencies operated in silos with isolated data sets specific to each program. This limited data sharing obscured what agencies could see about an individual. The widespread adoption of cross-programmatic data now allows agencies to empower their customers with information about all the services available.

Progress MarkLogic integrates data from various sources and ensures that the client list in one system easily maps to the same client list in another system. This visibility empowers agency staff with a big picture of customer benefit utilization and encourages them to recommend programs that may not be in place today.

Enhanced Customer Experience​

With a cross-programmatic approach, the customer experience improves. Take, for instance, the intake process. By sharing client information from agency to agency, a client no longer has to fill out the same forms, repeat the same answers to questions or produce the same documents or identification for multiple agencies. While handing over a driver's license or birth certificate may be straightforward, telling your story repeatedly (particularly if the client is experiencing challenging times) can be taxing and humiliating. From this lens, the MarkLogic cross-programmatic data not only aids access to services but enhances dignity, equity, and respect for the client.

Additionally, adopting MarkLogic's cross-programmatic data approach streamlines operations. By identifying overlaps in service delivery, agencies eliminate redundancies. The time freed from better operational efficiency can go towards time spent on service delivery or directly with clients.

Personalized Interventions​

Creating a holistic portrait of a client empowers organizations to identify patterns, risk factors, and previously invisible correlations. For example, an integrated system can alert healthcare professionals and caseworkers when a client refuses to comply with taking prescribed medication, enabling timely intervention and reducing other adverse circumstances.

By integrating data from healthcare, social services and mental health programs, organizations gain a broader understanding of the interconnected factors impacting a client's well-being. Another example includes identifying social determinants of health, such as housing or food insecurity and alerting agencies so they understand how these factors impact a client's overall well-being.

A comprehensive view of a client enables providers to deliver more effective, personalized interventions. It helps agencies address underlying factors based on the current situation of the client, resulting in improved client experiences and outcomes.

Better Decision Making​

Cross-programmatic data enables organizations to implement evidence-based practices and make better, data-informed decisions. By analyzing large data sets from multiple public programs, providers identify the most successful interventions and determine the most effective approaches. Then, they can replicate those approaches across different service areas. MarkLogic's data-driven approach enhances client experiences as agencies tailor their services based on proven strategies and best practices, resulting in better client outcomes.

How MarkLogic Accelerates Digital Government Excellence​

Organizations are now adopting a cross-programmatic, data-driven approach by offering tailored, proven interventions, personalizing the customer journey and increasing access to services are delivering excellence in government service delivery. The future is now. MarkLogic solutions enhance cross-programmatic data sharing with:

  • A unified data platform with a user-friendly navigation and search
  • Security features to protect sensitive client information
  • Data integration for a 360-degree view of clients

A revolution is underway in the health and human services industry as cross-programmatic data unlocks better agency collaboration, uncovers valuable client insights and enables better service delivery. From eliminating redundancies that cause a frustrating customer journey to offering personalized care based on either real-time need or anticipated risk, the cross-programmatic landscape fundamentally improves the client's government experience. It improves access to needed services, provides better equity through identifying social determinants of health and puts the client front and center.

As the industry embraces the power of cross-programmatic data, we will see even more significant advancements in client experiences, ultimately transforming the health and human services landscape. With a focus on client experience based on better access, dignity, equity and respect for the people agencies serve, MarkLogic is excited to participate in the data revolution.

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