Delivering Human Service Information: A Scan of Practices in America's Ten Largest Cities N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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The "Ten-City Scan" TM - A Report in Progress Accessibility Analysis January, 2008
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"TEN CITY SCAN" TM
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TABLE OF CONTENTS N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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TABLE OF CONTENTS Introduction.... ........ ........ ........ ........ ...... .. .....3 .....3 1. Introduction Methodology........................10 ........................10 2. Methodology 3. City Websites.... Websites........ ........ ........ ........ .... ...16 ...16
Directories.... .... .... .... .... .. ...5 ...59 9 4. Online Directories.. Summary..............102 5. General Summary..............102 6. Appendices Appendices............ ....................... .............108 ..108
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SECTION 1 INTRODUCTION
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
SECTION 1 INTRODUCTION
S E I R O T C E R I D Y R A M M U S
BACKGROUND AND PURPOSE
CITIES AND INFORMA INFORMATION TION SCANNED
WEBSITES SCANNED
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
Scan"TM
Background and Purpose
Professional Background – Financial Services and Computer Industries: Participated in bringing business computing out of the data center and providing it to end users Management Consulting in Corporate Sector: Consulted with financial services, publishing, and manufacturing clients to improve business process productivity, cost-effectiveness, and quality – Nonprofit Consulting: Helped nonprofit and government clients plan and implement strategic business and information systems –
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Key Strengths: Business systems analysis and reengineering, strategic planning, and information systems planning "TEN CITY SCAN" TM
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
Scan"TM
Background and Purpose
Human Service Focus –
Graduate of School of Social Service Administration at the University of Chicago
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Research at the University of Chicago to construct a social service “industry model”
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MacArthur Foundation grants to scan community resources and create directory of human services on Chicago's South Side
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Recent work with a major foundation and several leading nonprofit organizations to explore directions in human service information in Chicago
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
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Background and Purpose
Human Service Information Findings –
Human service information is organized and maintained within service “silos”
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Many different “caches” of information exist on the Internet and elsewhere, generally not in integrated form
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Some essential community resources are not included in these information bases
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It is difficult to find good information that is current, comprehensive, accurate, and detailed
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This information is costly to assemble and maintain
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Often human service information is not designed for end-users who have only modest knowledge of human services and limited computer proficiency
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
Scan"TM
Background and Purpose
Purposes of the "Ten-City Scan" TM –
Research human service information delivery practices and directions among some of the largest practitioners in the United States
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Share findings with audiences involved in delivering, referring, funding, and accessing human services
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Highlight good practices and techniques deserving attention, development, and wider adoption
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Provide forum for brainstorming opportunities for incremental– and also revolutionary–improvement
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
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Cities, Sources, and Subjects Scanned
Human Services All services related to the physical, medical, social, psychological, and economic well-being of the American populace, including emergency services. Cities Scanned
Representative Representative Human Service Subjects
Information Sources
1. New York York
1. City websites
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2. Los Angeles
2. Online human service directories
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3. Chicago
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4. Houston
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5. Philadelphia
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6. Phoenix
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7. San Antonio
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8. San Diego
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9. Dallas
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10. San Jose
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Aging, Elderly, and Seniors Children and Family Community Resources Disabilities Emergency Management Employment and Training Health, Hospitals, and Medical HIV/AIDS Homelessness Justice-Related Mental Health Social Services Violence, Victims, and Abuse Youth
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Section 1: Introduction
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City Scan"TM
Websites Scanned
Websites Scanned Government Web Sites City
Population
City
County
State
Online Directory and Related Sites
New York
7,956,113
New York York City
(Same as City)
New York York
• United Way of New York City
Los Angeles
3,731,437
Los Angeles
Los Angeles County
California
• Healthy City
Chicago
2,701,926
Chicago
Cook County
Illinois
• Community Resource Network
Houston
1,941,430
Houston
Harris County
Texas
• United Way Texas Gulf Coast • 2-1-1 Texas
Philadelphia
1,406,415
Philadelphia
(Same as City)
Pennsylvania
• Philly SOS
Phoenix
1,377,980
Phoenix
Maricopa County
Arizona
• Valley of the Sun United Way • Arizona 2-1-1
San Antonio
1,202,223
San Antonio
Bexar County
Texas
• United Way San Antonio • 2-1-1 Texas
San Diego
1,208,331
San Diego
San Diego County
California
• United Way of San Diego County • 2-1-1 San Diego
Dallas
1,144,946
Dallas
Dallas County
Texas
• United Way of Metro. Dallas • 2-1-1 Texas
San Jose
Santa Clara County
California
• United Way Silicon Valley • 2-1-1 Santa Clara County
San Jose
887,330 Total
23,558,131
Source: US Census Bureau, 2005 American American Community Survey
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SECTION 2 METHODOLOGY
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
SECTION 2 "TEN-CITY SCAN"TM METHODOLOGY PHASE 100 WEBSITE SCANNING
ACCESSIBILITY SCAN: THREE ACCESSIBILITY FACTORS
ACCESSIBILITY SCAN: SCAN: RATING CRITERIA
USES OF THE "TEN-CITY SCAN" TM
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Section 2: Methodology
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"Ten-City
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Multi-phase project methodology
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Six key scanning tasks
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Task 140: Accessibility Scan
Scan"TM
Phase 100 Website Scanning
Analyze: "
Ease of Finding
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Information Organization
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Information Linkage
Document: "
Techniques used
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Strengths and weaknesses
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Good practices "TEN CITY SCAN" TM
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Section 2: Methodology
"Ten-City
Scan"TM
Accessibility Scan Three Accessibility Factors
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Section 2: Methodology
N O I T C U D O R T N I Y G O L O D O H T E M
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Assess in a "value-free" manner
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High-level measures of efficiency and effectiveness
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
"Ten-City
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Time required for task
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Effort required (number and difficulty of tasks)
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Whether desired result obtained
Accessibility Scan Rating Criteria
High-level measures of user prerequisites –
Computer proficiency
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Specialized knowledge and language
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Section 2: Methodology
"Ten-City
Scan"TM
Accessibility Scan Rating Criteria
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Section 2: Methodology
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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"Ten-City
"Ten-City Scan" TM –
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Provides high-level survey of current human service information delivery practices in ten largest US cities Methodology Methodology identifies six key elements in human service information delivery
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Provides a foundation for further detailed studies in the ten cities in this report
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Provides basis for scanning human service information delivery in other cities
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Scan"TM
Uses of the "Ten-City Scan"TM
Accessibility Scan (Task 140) –
Identifies three key elements of human service information accessibility
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Provides high-level indicators of human service information accessibility in the ten cities
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Provides a foundation for developing more detailed accessibility measures and metrics
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Provides a basis for detailed usability testing with formal test protocols and and suitable test test user panels
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SECTION 3 CITY WEBSITES
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
SECTION 3 CITY WEBSITES
S E I R O T C E R I D Y R A M M U S
INTRODUCTION TO CITY WEBSITES
ACCESSIBILITY FACTOR 1: EASE OF FINDING
ACCESSIBILITY FACTOR 2: INFORMATION ORGANIZATION
ACCESSIBILITY FACTOR 3: INFORMATION LINKAGE
CITY WEBSITES: SECTION SUMMARY
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Accessibility Analysis
Introduction to the City Websites
The websites of America's ten largest cities were scanned for human service information accessibility and content. City Websites Scanned City
Population
Link
New York
7,956,113
http://www.nyc.gov/portal/site/nycgov/
Los Angeles
3,731,437
http://www.ci.la.ca.us/
Chicago
2,701,926
http://egov.cityofchicago.org/city/webportal/home.do
Houston
1,941,430
http://www.houstontx.gov/
Philadelphia
1,406,415
http://www.phila.gov/
Phoenix
1,377,980
http://www.ci.phoenix.az.us/
San Antonio
1,202,223
http://www.sanantonio.gov/?res=1024&ver=true
San Diego
1,208,331
http://www.sandiego.gov/
Dallas
1,144,946
http://www.dallascityhall.com/
887,330
San Jose Total
23,558,131
"TEN CITY SCAN" TM
http://www.sanjoseca.gov/ Source: US Census Bureau, 2005 American American Community Survey
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
•
•
Accessibility Analysis
Introduction to the City Websites
Initial High-Level Scan Surveyed 153 root URLs and hundreds of web pages. The highlevel scan identified the web pages for detailed review. Detailed Accessibility Scan Included 70 root URLs (7 per city) and several hundred related pages. For each city, detailed detailed information was gathered gathered about: –
The city's home page;
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Six human service subject areas (e.g., homeless services) on the city website, with all linked pages and topics; and
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Linkages to county, state, federal, and nonprofit websites.
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Section 3: City Websites
N O I T C U D O R T N I
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Y G O L O D O H T E M
Y R A M M U S
S E C I D N E P P A
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In keeping with the "Ten-City Scan" TM Methodology, city website information was analyzed and evaluated for three Accessibility Factors: 1. Ease of finding human service information;
S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Analysis
Introduction to the City Websites
2. Effectiveness of information organization; and 3. Linkage of information to provide a complete picture of
human service resources. •
Techniques that support these three Accessibility Factors, and the strengths, weaknesses, and good practices associated with each, are reviewed in this section.
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This interactive PowerPoint presentation includes hyperlinks to good practice examples. The thumbnail thumbnail images of these examples are hyperlinked to specific web pages on the Internet for detailed review by the viewer. "TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M
Accessibility Factor 1: Ease of Finding
Ease of Finding: Overview
The scan identified five techniques employed to enhance the ease of finding human service information.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
S E C I D N E P P A
Technique 1: Human Service Directory
TECHNIQUE 1: HUMAN SERVICE DIRECTORY Definition Definitio n •
Applications that allow users to search for human services by several search criteria such as: – Provider
St rengths Strengths •
Dedicated human service directories are the "gold standard" for finding human services in a locality.
•
Ideally, they take an inclusive view of "human services," encompassing public and private sector providers, and spanning silos of health care, social service, rehabilitative, rehabilitative, and other services.
organization
– Service
category
– Service
population
– Location •
• Y R A M M U S
Accessibility Factor 1: Ease of Finding
Only one of the ten cities scanned, Philadelphia, had a human service directory application built and maintained by the city.
Weaknesses •
Human service databases and websites are still evolving in terms of design, usability, and information informati on quality. Overall Overa ll quality and standards vary widely.
As seen later in this report, nonprofit organizations and public-private public-private partnerships partnerships maintain online human service directories that serve the ten cities.
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Description
Link
"Philly SOS" ("Search Online for Services") is
S E T I S B E W Y T I C
maintained by the city. The application is located on the Department of Human Services page of the city's website. The directory offers several ways to search for
S E I R O T C E R I D
Philadelphia
information, and includes both public- and private-sector private-sector service providers. providers. It employs the Association of Referral and Information Services (AIRS) Taxonomy of Human
Y R A M M U S
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Technique 1: Human Service Directory
TECHNIQUE 1: HUMAN SERVICE DIRECTORY
Y G O L O D O H T E M
S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
© 2007 The City of Philadelphia
Services* as Services* as a vehicle for organizing the information.
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AIRS, the Alliance of Information and Referral Systems, is a professional membership organization which, in collaboration with the United Way of America, had led the 2-1-1 movement. AIRS has endorsed the INFO LINE Taxonomy of Human Services for defining and indexing human services.
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M
Technique 2: Website Search Engine
TECHNIQUE 2: WEBSITE SEARCH ENGINE Definition •
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S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
Applications Applications designed to find text or subject matter housed within the web site. All ten cities had search engines: – Google TM engines were used on four web sites.
Strengths •
Search engines are fast.
•
The engines provide a robust list of results, including web pages and documents.
•
– Proprietary municipal engines
were used on six web sites. •
Search engine design varied in terms of functionality and the user interface.
Features may include: – Full or partial string
searching, "and/or" (Boolean) searches, word exclusion, etc.
– Alternate
languages such as
Spanish. – Result sorting capability (e.g.,
by date or relevance). relevance).
Y R A M M U S
– Search for a particular type of
subject matter (e.g., city event calendars).
S E C I D N E P P A
Weaknesses •
A key strength of search engines- producing a robust result list--can list--can also be a weakness. – In
some cases, hundreds of entries are returned by the search--comprehensiveness is not efficient.
– Some
search engines can search within result sets to narrow the entries, but others cannot.
– Spelling variations may lead to
failed searches ("centre" vs. "center"). – There
is no guarantee that the desired item will exist in a voluminous voluminous result list, but no way to determine this except by examining the list.
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Section 3: City Websites
N O I T C U D O R T N I
Technique 2: Website Search Engine
TECHNIQUE 2: WEBSITE SEARCH ENGINE Good Practice
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 1: Ease of Finding
New York
Description
Link
Google Search Engine has both "basic" and "advanced" functionality.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
© 2007 The City of New York
Proprietary municipal search engine can Phoenix
search for city services, text, calendars, maps, and links.
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© Copyright 2007 City of Phoenix, AZ
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
Technique 3: City-Level Service Finder
TECHNIQUE 3: CITY-LEVEL SERVICE FINDER Definition • Nine
of the ten cities provide a city service finding aid on their websites. • The focus tends to be for basic infrastructure services like repairing potholes or traffic signals. • Five cities use a 311 scheme for accepting telephone calls and organizing services on their websites. The other schemes schemes are proprietary. proprietary. • Several cities incorporate human services in their applications: applications: – Two cities have extensive human service information. – Four cities include a few essential human services.
Strengths •
Integrating human services into the larger framework of all municipal services makes good common sense, and increases the ease of finding human service information.
Weaknesses •
Integrating human services with all other city services may create an "apples and oranges" problem. – Many city services--such as
repairing a pothole--involve a simple process and use welldefined materials. – By contrast,
needs associated with human services are much less readily defined; the call to action is often to acquire more information or help.
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Description
Los Angeles
Residents may search for city services by keyword, by a listing of provider departments, by service category, or a by full list of all services. The system uses a 311 311 organizational scheme, and incorporates a robust selection of human services.
S E I R O T C E R I D
Link
©2001 City of Los Angeles
Y R A M M U S
Dallas S E C I D N E P P A
Technique 3: City-Level Service Finder
TECHNIQUE 3: CITY-LEVEL SERVICE FINDER
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 1: Ease of Finding
City services are organized categorically in a graphical display. Some essential human services are catalogued under "Health & Environment," Environment," additional and more detailed information appears elsewhere in the website.
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© 2001-2006 City of Dallas, Texas.
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Section 3: City Websites
N O I T C U D O R T N I
Technique 4: Dept. Level Service Finder
TECHNIQUE 4: DEPARTMENT-LEVEL DEPARTMENT-LEVEL SERVICE FINDER Definition
Y G O L O D O H T E M
•
A number of departments within the ten cities have developed their own interactive service finding aids.
S E T I S B E W Y T I C
•
These aids cover only the department's service offerings, or those of agencies funded by the department--they do not encompass service offerings by other departments. departments.
S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
Strengths •
Interactive departmental finding aids increase the efficiency and effectiveness of information access to the department's service offerings or those of funded agencies.
A number of the aids are highly innovative and worthy of further investigation. • Other innovative features are often packaged together with the the finding aids. •
Weaknesses •
Practices may differ widely between departments; departments; good good practices appear appear not be shared. shared.
•
Different application designs result in redundant investments in software and hardware and may preclude inter-departm inter-departmental ental data sharing.
Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Description
New York
Bureau of Day Care finding aid supports searches based on borough, zip code, neighborhood, and facility name. Results show agency location, target population age, capacity, permit status, and history of inspections, violations, and remediation status.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Technique 4: Dept. Level Service Finder
TECHNIQUE 4: DEPARTMENT-LEVEL DEPARTMENT-LEVEL SERVICE SERVICE FINDER
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 1: Ease of Finding
Link
© 2007 The City of New York
Chicago
Chicago Park District finding aid enables searches based on park, zip code, program types, and target population age groups. Available slots are displayed for a selected program, which which may then be be placed on a wish list or in a shopping shopping cart. Users may register for the program and pay by credit card.
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© 2007 City of Chicago
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
Technique 5: Place-Based Finding Aid
TECHNIQUE 5: PLACE-BASED FINDING AID Definition
A number of cities provide location-based location-based interactive finding aids. • After the user supplies a street address or zip code, a list of municipal resources in that area is provided. • Links to web pages or sites with further information may be provided. • Maps may be provided. •
Strengths
Location is an essential dimension of finding appropriate services, whether in terms of the user's location, the service site, or the area served by the provider.
•
•
Searches driven by zip code or street address are simple, fast and powerful.
Weaknesses •
•
Existing applications focus on a broad, general general range of municipal municipal resources, which may include a nominal number of human service resources such as health clinics. Finding aids search for facilities (such as health centers) rather than for specific services.
Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Houston
Description
Link
Municipal finding aid may be used to find services based on zip code or keyword. Zip code-based search results include municipal resources such as health centers, police and fire stations, parks, and libraries, with web links and maps.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Technique 5: Place-Based Finding Aid
TECHNIQUE 5: PLACE-BASED FINDING AID
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 1: Ease of Finding
© 2005 copyright, City of Houston. All Rights Reserved
New York
Municipal finding aid may be used to find services based on street address. The resulting detailed map shows a selection of city services, including several types of human services (day care, hospitals, senior services).
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© 2007 The City of New York
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Section 3: City Websites
N O I T C U D O R T N I
Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary
Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
!
Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary 1. Finding human service information is, on balance, only
somewhat easy. easy. Nearly half of the search efforts efforts recorded would be difficult and time-consuming for skilled skilled users. Only 10 percent would be easy for unskilled users. 2. Some problems are "show-stoppers." In problematic search
efforts, finding information often required multiple attempts along complex pathways. In such cases, searching is very laborious and time-consuming. In some instances, instances, users will likely likely abandon their their search efforts. 3. Ease of finding varies widely within and between cities. A
detailed study would have to embrace careful examination of all of of a city's departments, agencies, and offices to reach reliable conclusions. "TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary 4. Good practices are in evidence and bear closer examination.
Some robustly-developed good practices could serve in their present form as models for replication. Other innovations offer offer strong potential for further development. 5. Major advances are still needed. Despite the important
innovations noted by the Scan, many users will have difficulty finding human service information confidently, easily, and quickly.
Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M
Accessibility Factor 2: Information Organization
Information Organization: Overview
The scan identified two strategies employed to enhance the organization of human service information.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 2: Information Organization
Technique 1: Consumer Content
TECHNIQUE 1: CONSUMER-FOCUSED CONSUME R-FOCUSED CONTENT Definition •
Web pages with consumerfocused topics such as "Human Services," "Neighborhood," "Neighborhood," "Community," and "Residents."
Strengths •
Web pages with topical designations and content focus are often given very high visibility on the web site--generally on the Home Page.
•
Consumer-focused content is generally easy to find.
•
Such content often contains numerous links to related subject matter.
Y R A M M U S
S E C I D N E P P A
Weaknesses •
The web site's topical organization may not be intuitively obvious for some viewers.
•
Topical organization may fragment subject matter (e.g., splitting human service information between "City Services" page and "Residents" page.
•
Posting subject matter and/or links on multiple topical pages improves ease of finding but increases redundancy.
•
Static information requires regular and systematic updating.
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Description
Link
Consumer content is organized into topical Chicago
areas such as residents, neighborhoods, health and human services, and popular needs ("I want to").
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Technique 1: Consumer Content
TECHNIQUE 1: CONSUMER-FOCUSE CONSUMER-FOCUSED D CONTENT
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 2: Information Organization
© 2007 The City of Chicago
Consumer content is organized into topical San Diego
areas such as community, departments, services A-Z, and popular needs ("I want to").
!
Copyrighted © 2002-2007 City of San Diego. All rights reserved.
"TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Accessibility Factor 2: Information Organization
Technique 2: Hierarchical Organization
TECHNIQUE 2: HIERARCHICAL ORGANIZATION OF SUBJECT MATTER Definition •
•
Websites "drill down" through complex subject matter arranged in a logical, hierarchical manner. An example of an information hierarchy, based on New York City's website, is as follows:
Strengths •
Hierarchies can be good for managing access to complex and voluminous subject matter.
•
Simple, well-designed, and logical hierarchies are easy to traverse and remember on subsequent visits to the site.
Health and Human Services – Health
- Hospitals "
Weaknesses •
Hierarchies may not reflect a consumer point of view, potentially making making the subject subject matter harder to find.
•
Complex hierarchies are harder to traverse and remember.
•
Hierarchies with many levels may fragment subject matter and make it harder to find.
Public Hospitals Hospitals
Private Hospitals Hospitals - Insurance "
- Support Programs - Victim Services - Children - Public Assistance - Disabilities
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Section 3: City Websites
N O I T C U D O R T N I
S E I R O T C E R I D
Technique 2: Hierarchical Organization
TECHNIQUE 2: HIERARCHICAL ORGANIZATION OF SUBJECT MATTER MATTER Good Practice
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 2: Information Organization
Description
Link
Hierarchy of material is logical, and easy to understand and remember. While both New York
complex and deep, the hierarchical structure is always displayed, allowing the user to know the location, how it was accessed, and what other subjects might be investigated. investigated. © 2007 The City of New York
Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I
Accessibility Factor 2: Information Organization
Information Organization: Summary
Information Organization: Summary
Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Accessibility Factor 2: Information Organization
Information Organization: Summary
Information Organization: Summary 1. Material is somewhat well-organized –– but for
knowledgeable users. About 38 percent of the observed material is somewhat well-organized for a person familiar with human service organizations, programs, and services. services. The average user, lacking specialized knowledge know ledge and terminology, terminology, would benefit less from the way information is organized. 2. Multiple organizational schemes may be best . The
observations suggest that probably no single approach is a "silver bullet" for organizing organizing human service information, given the breadth of content and and the diversity of the audience. Sites that organize content from multiple perspectives seem to offer significant promise.
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Accessibility Factor 2: Information Organization
Information Organization: Summary
Information Organization: Summary 3. Incorporating a consumer point of view in organizing content
is powerful. One of the several organizational schemes for presenting content should focus focus on the information needs needs of service consumers. consumers. Observations revealed revealed a variety variety of good practices worthy of consideration consideration and development. 4. Good organization by itself is not sufficient. Observations
suggested that strong organization is an essential element in effective content presentation. However, good organization needs to be supplemented with other strategies and techniques, such as those reviewed in this report, for making information maximally accessible.
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M
Accessibility Factor 3: Information Linkage
Information Linkage: Overview
The scan identified these techniques for linking human service information together in a more holistic manner.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
S E C I D N E P P A
!
Technique 1: Internal Linkage
TECHNIQUE 1: INTERNAL LINKAGE (WITHIN THE MUNICIPALITY) Definition •
Links with Sister Agencies : provides navigation navigation to desired desired services across departments or agencies.
Strengths
Weaknesses
•
Good implementations provide easy consumer navigation; great implementations provide a seamless view of human services.
•
Weak implementations entangle users in a complex maze of linkages, fostering confusion and frustration.
•
Links for Target Populations: links to information within the website of particular interest to target populations such as senior citizens.
•
Offers a single place for target populations populations to "shop" for relevant relevant information from multiple sources within the website. (Note: often links to external resources appear in the same website location.)
•
Potentially very high overhead for maintenance of population-specific population-specific content and links.
•
Consumer Action Links: links which make it possible for consumers to take direct action (e.g., submit an electronic form) or contact a government agency via e-mail.
•
Provides an immediate connection with a government agency.
•
May foster high expectations for fast response time.
S E I R O T C E R I D Y R A M M U S
Accessibility Factor 3: Information Linkage
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Section 3: City Websites
N O I T C U D O R T N I
Technique 1: Internal Linkage
TECHNIQUE 1: INTERNAL LINKAGE (WITHIN THE MUNICIPALITY) Good Practice
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 3: Information Linkage
Description
Link
Links with Sister Agencies : the city city portal portal New York York City Cit y
links the human service offerings of multiple agencies and websites seamlessly from a service consumer perspective.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
© 2007 The City of New York
wealth of Links for Target Populations : a wealth Phoenix
program and and service information information for youth youth and seniors is provided through links to resources on the city website.
!
© Copyright 2007 City of Phoenix, AZ
"TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I
S E I R O T C E R I D
Technique 1: Internal Linkage
TECHNIQUE 1: INTERNAL LINKAGE (WITHIN THE MUNICIPALITY) Good Practice
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 3: Information Linkage
Description
Link
Consumer Action Links : Consumers may
e-mail the Mayor and City Council members individually or as a group with the Dallas
links supplied on this page. These action links are directly adjacent to related links to information about the city government, districts, committees, and councils. © Copyright 2007 City of Phoenix, AZ
Y R A M M U S
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
S E C I D N E P P A
Technique 2: External Linkage
TECHNIQUE 2: EXTERNAL LINKAGE (OUTSIDE THE MUNICIPALITY) Definition Definiti on
Strengths
Weaknesses
•
Integrated Government Links: provide a single single location on on which relevant links for local, state, and federal services are displayed.
•
Supplies the consumer with a coherent and unified selection of government services, regardless of the provider agency.
•
Potentially very high overhead for maintenance maintenance of links to external sites.
•
Extensive External Links : connections to human service information on government and nonprofit websites.
•
Supplies the consumer with a coherent and unified selection of services across government and nonprofit sectors and providers.
•
Potentially very high overhead for maintenance maintenance of links to external sites.
•
Links to Specialized Search Engines: connections to search engines specializing in locating government services.
•
•
Many constituents may want more direction and focus in finding relevant information.
S E I R O T C E R I D Y R A M M U S
Accessibility Factor 3: Information Linkage
Links to specialized search engines provide broader broader search capability than links to specific sites.
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Section 3: City Websites
N O I T C U D O R T N I
Good Practice
Description
Link
Integrated Government Links: The
integrated service listing shows municipal San Diego
services in blue, and services provided by the county, port, and transit agencies in green. Covers many major services, services, including some human services.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Technique 2: External Linkage
TECHNIQUE 2: EXTERNAL LINKAGE (OUTSIDE THE MUNICIPALITY)
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 3: Information Linkage
© 2007 The City of San Diego
Extensive External Links: the site offers
numerous links to state and federal agencies New York York City Cit y
and departments. A short description by every link describes the resource to which the user will be directed.
!
© 2007 The City of New York
"TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I
Technique 2: External Linkage
TECHNIQUE 2: EXTERNAL LINKAGE (OUTSIDE THE MUNICIPALITY) Good Practice
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 3: Information Linkage
Description
Link
Links to Specialized Search Engines: An
extensive array of search engines is offered Houston
to find government organizations and services, legislative information, and legal and scientific documents. documents.
S E I R O T C E R I D
© 2007 The City of San Diego
Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I
Accessibility Factor 3: Information Linkage
Information Linkage: Summary
Information Linkage: Summary
Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Accessibility Factor 3: Information Linkage
Information Linkage: Summary
Information Linkage: Summary 1. Links are widely used –– and vary widely in effectiveness.
Much of the information observed is heavily linked to sites within and beyond city websites. Link quality varies quite quite widely, widely, even within cities. 2. Overall, links are only moderately useful. Nearly 66 percent of
observed internal links and 75 percent of external links reflect limited planning and provide only moderate utility. utility. 3. Effective links are well organized by topic, accompanied by a
brief description of their their target and purpose, and are directly directly connected to related target content (rather than to the home page of the target website).
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
Accessibility Factor 3: Information Linkage
Information Linkage: Summary
Information Linkage: Summary 4. Ineffective links are sparse, poorly documented or undocumented,
do not connect directly to related content on the target site, or connect to targets that are no longer in existence. Ineffective links disadvantage the user by creating more, rather than less, work. 5. More than links are needed to integrate information. Links
alone cannot provide a coherent and unified picture of services available from the complex service systems within and beyond cities. More innovations are needed to provide provide an integrated integrated "big picture" to users before they navigate to more detailed information supplied on another page or site.
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
Section Summary
Accessibility Ratings
Section Summary 1.
Accessibility Ratings This synthesis of Accessibility ratings in the figure below shows that overall delivery of human service information is only somewhat efficient and effective. Improvement in ease of finding, and information organization and linkage, is clearly desirable.
S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
!
Section Summary
Accessibility Ratings
Section Summary 1. Accessibility Ratings (cont'd)
The figure shows that there is a wide range of performance, with outliers below below and above the average. All are worthy of study. A number of the good practices constitute potential best practices worthy of adaptation to a broader array of applications. Their adoption could improve human service information delivery significantly. The Accessibility Ratings are suggestive rather than definitive. They are broad and approximate indicators intended to sharpen focus on the ingredients of Accessibility and on the practices that enhance it. They are intended intended to invite deeper study and and more extensive analysis that would have significant and near-term benefit in municipalities, municipalities, large and small, small, across the United States. States. "TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Section Summary
Observations
Section Summary 2. Observations
Evolving Information Delivery Landscape Many of the websites reflected ongoing improvement of the user interfaces and the underlying human service information. information. The environment is dynamic, and demonstrates significant investment in enhancing information delivery to the public. Growing Consumer Focus The focus on service consumers appears to be growing. An increasing segment of website design and content delivers information for neighborhoods, for specific populations like senior citizens, and for special needs such as benefit eligibility screening.
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
!
Section Summary
Observations
Section Summary 2. Observations (cont'd) Growing Service Focus Descriptive information about city agencies is increasingly supplemented with detail for securing a variety of government services. Most service process models are telephone-based: telephone-based: constituents are directed to call a specific department, contact, or help line (including 311 and 211).
An emerging service process model is Internet-based: constituents may use e-mail or electronic forms to request services, report problems, track the status status of specific issues, and provide provide feedback. The most advanced applications allow users to review available program slots, select a program, and make payment payment –– all in a manner widely used on Internet retail websites. "TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
!
Section Summary
Challenges
Section Summary 3. Challenges
User Community Size and Diversity The ten websites scanned serve cities with more than 23 million constituents. These citizens have a broad and diffuse array of concerns and information needs, speak many languages, and span the entire spectrum spectrum of computer computer experience and and skills. Serving their information requirements is an immense challenge, and human service information is only one of many essential ess ential subjects that must be covered effectively. Service Provider Scope and Diversity Human services are provided by a variety of government departments citywide; by county, state, and federal agencies; and by contracted nonprofit organizations. organizations. "TEN CITY SCAN" TM
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Section Summary
Challenges
Section Summary 3. Challenges
Service Provider Scope and Diversity (cont'd) In a large city, their combined numbers may run into the hundreds. Securing and maintaining accurate information is very challenging. Variable Provider Visibility Many of the larger, more established, and more traditional service organizations have historically possessed high visibility in the community, at city hall, and on the Internet. Information about other smaller, newer, and more localized organizations may be less fully articulated and require more effort to communicate their missions, programs, and services.
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Section 3: City Websites
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Section Summary
Challenges
Section Summary 3. Challenges (cont'd)
Lack of Human Service Information Integration City agencies and departments describe their own programs on city websites. They also provide information about, and links to, contracted local nonprofit organizations and agencies in other government branches.
The Scan found no organization chartered to integrate human service information across city departments and to deliver it to service consumers. Information technology has been only minimally deployed to meet this this integrative challenge. challenge. Generally, information about human services remains within the discrete "caches" of departmental or agency web pages.
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SECTION 4 ONLINE DIRECTORIES
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
SECTION 4 ONLINE HUMAN SERVICE DIRECTORIES INTRODUCTION TO ONLINE SERVICE DIRECTORIES
ACCESSIBILITY FACTOR 1: EASE OF FINDING
ACCESSIBILITY FACTOR 2: INFORMATION ORGANIZATION
ACCESSIBILITY FACTOR 3: INFORMATION LINKAGE
ONLINE SERVICE DIRECTORIES: SECTION SUMMARY
S E C I D N E P P A
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Section 4: Online Human Service Directories
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
"Ten-City
Scan"TM
Introduction to the Service Directories
Online human service directories that list services in America's ten largest cities were scanned for information accessibility and content.
Online Directories Scanned City
Area Served
Directory
Area Population
Link
New York
United Way CARES Database
County
7,956,113
http://www.unitedwaynyc.org/?id=66
Los Angeles
Healthy City
County
9,758,886
http://www.healthycity.org/
Chicago
Directory of Health & Human Services
Region
8,217,201
http://www.communityresourcenetwork.org
Houston
2-1-1 Texas
State
22,270,165
Philadelphia
Philly SOS
City
1,406,415
http://www.phillysos.org/
Phoenix
Arizona 2-1-1
State
5,829,839
http://az211.gov/
San Antonio
2-1-1 Texas
State
(above)
https://www.211texas.org/211/
San Diego
Inform San Diego
County
2,824,259
http://www.infoline-sd.org/
Dallas
2-1-1 Texas
State
(above)
https://www.211texas.org/211/
San Jose
2-1-1 Santa Clara County
County
!
Total
"TEN CITY SCAN" TM
! Copyright
1,669,890 59,932,768
https://www.211texas.org/211/
http://www.211scc.org/ Source: US Census Bureau, 2005 American American Community Survey
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Section 4: Online Human Service Directories
N O I T C U D O R T N I
•
Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
•
"Ten-City
Scan"TM
Introduction to the Service Directories
Initial High-Level Scan Nine nonprofit, one municipal, municipal, and two state directories were targeted for initial scanning. Information about the directories, organizations involved in managing and funding them, and implementation strategies was reviewed. Detailed Accessibility Scan Eight online directories and several hundred related pages of information were examined in detail: –
To develop an understanding of query logic, a total of 36 query variations was mapped in detail and documented.
–
To evaluate the three Accessibility Factors (Ease of Finding, Information Organization, and Information Linkage) a total of 40 queries was run, timed, analyzed in detail, and documented.
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Section 4: Online Human Service Directories
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
"Ten-City
Scan"TM
Introduction to the Service Directories
•
Techniques that support the three Accessibility Factors, and the strengths, weaknesses, and good practices associated with each, are reviewed in this section.
•
This interactive PowerPoint presentation includes hyperlinks for good practice examples. The thumbnail images and Integer Integer globe graphics that represent these examples are hyperlinked to specific Internet web pages for detailed review by the audience.
Y R A M M U S
S E C I D N E P P A
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Section 4: Online Human Service Directories
N O I T C U D O R T N I
"Ten-City
Scan"TM
Introduction to the Service Directories
Online Human Service Directories
City
Directory
Area Served
Sector Scope
Lead Organization
Organization Type
New York
United Way of New York City CARES Database
County
Public & Private
United Way of New York City
Nonprofi t
Los Angeles
Healthy City
County
Public & Private
Healthy City Project
Nonprofit
Chicago
Directory of Health & Human Services in Metropolitan Chicago
Region
Public & Private
Community Resource Network
Nonprofit
Houston
2-1-1 Texas
State
S E I R O T C E R I D
Public & Private
State of Texas Health and Human Services Commission (HHSC)
Public-Private Partnership
Philadelphia
Philly SOS
City
Public & Private
City of Philadelphia Department of Human Services
Government (City)
Phoenix
Arizona 2-1-1 Online
State
Public & Private
State of Arizona
Government (State)
Y R A M M U S
San Antonio
2-1-1 Texas
State
Public & Private
State of Texas Health and Human Services Commission (HHSC)
Public-Private Partnership
San Diego
Inform San Diego
County
Public & Private
2-1-1 San Diego
Nonprofit
Dallas
2-1-1 Texas
State
Public & Private
State of Texas Health and Human Services Commission (HHSC)
Public-Private Partnership
San Jose
2-1-1 Santa Clara County
County
Public & Private
United Way of Silicon Valley
Nonprofi t
Y G O L O D O H T E M S E T I S B E W Y T I C
S E C I D N E P P A
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Accessibility Factor 1: Ease of Finding
Ease of Finding: Overview
The scan identified three techniques that enhance the ease of finding online human service directory information.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Definition Definitio n •
An interface which provides the user with a set of categories or a list of choices to define the search.
•
Categorical functionality: AIRS/INFO LINE* Human LINE* Human Service Service Taxonomy terms Taxonomy terms (and variations thereof) for services and/or target populations.
Strengths •
Potentially fast and efficient way to guide user choice of search categories and/or terms.
•
"Educates" the user about the ways information is organized and characterized in the directory.
– Commonly-used
•
May adhere to a commonly-used framework, such as AIRS, for defining human service information.
•
Help screen may be supplied to explain categorical choices.
– Locally-defined
categories specific to the directory.
•
List-based choice functionality: – Custom lists of search values
Y R A M M U S
Technique 1: Categorical Search
TECHNIQUE 1: CATEGORICAL SEARCH FUNCTIONALITY
S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
for services, target populations, populations, languages, and geographies to confine user choice to specific search terms.
Weaknesses •
Information & Referral specialists are familiar with AIRS categories, but other users users (such as the the general public) are generally generally not. not.
•
All categorical organization schemes reflect decisions about how information is defined and organized. Without explanatory information, information, a categorical framework may be confusing and of limited use.
•
Poorly-designed categorical searches may lead users into a time-consuming multi-screen search that may produce zero results.
S E C I D N E P P A
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* AIRS, the Alliance of Information and Referral Referral Systems, is a professional membership organization which, in in collaboration with the United Way Way of America, had led the 2-1-1 movement. AIRS has endorsed the INFO LINE Taxonomy of Human Services for defining and indexing human services.
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Technique 1: Categorical Search
TECHNIQUE 1: CATEGORICAL SEARCH FUNCTIONALITY Good Practice
Description and Links •
Healthy City (Los Angeles County)
• •
Arizona 2-1-1 Online (State of Arizona)
Y R A M M U S
S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
Philly SOS (City of Philadelphia)
Provides the main AIRS categories to guide the search, supported with descriptive information under each category and pop-up detail. Provides a categorical browse facility, organized alphabetically like a dictionary. Supplies extensive online documentation pertinent to categorical searches.
•
Customized categorical search is built around two broad functional categories, Health and Human Services, and Emergency Response. When a subcategory within these is selected, the system provides related keywords to initiate the search.
•
Provides a hierarchical AIRS-based AIRS-based service category list with record counts to ensure positive search results.
© Copyright 2007 Health City
© Copyright 2007 State of Arizona
• Provides a hierarchical AIRS-based AIRS-based service category list with record counts to ensure positive search results. • Provides an AIRS-based target population category list with record counts to ensure positive search results. • Supplies a list of most-frequently most-frequently searched categories as a possible time-savings time-savings device. device.
!
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Accessibility Factor 1: Ease of Finding
Technique 1: Categorical Search
TECHNIQUE 1: CATEGORICAL SEARCH FUNCTIONALITY Good Practice
Description and Links •
2-1-1 Texas (State of Texas)
• • •
Provides categorical search for Child Care and Education Services. Supplies online help to inform users about program content and eligibility. Search process is linked to electronic service referral action. Provides diagram to depict the search/referral search/referral process. © Copyright 2007 State of Texas
Directory of Health & Human Services Online (Community Resource Network, Chicago)
•
List-based searches: – Services. – Geographic – Type
Area (county, community area, township).
of business (government, nonprofit, etc.).
Note: a logon and password password are required required to access this this directory. directory. © Copyright 2004 Community Resource Network
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Definition •
S E T I S B E W Y T I C
•
Y R A M M U S
Technique 2: Keyword Search
TECHNIQUE 2: KEYWORD SEARCH FUNCTIONALITY FUNCTIONALIT Y
Y G O L O D O H T E M
S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
•
An interface which provides the user with a blank field to enter search terms of his or her own choosing. Database may be indexed by selected descriptive fields or full database text (words in text).
Strengths •
•
•
Keyword Search Functionality: Functionality: – Search by text
string variations (full or partial word, multiple words)
– Hybrid
Keyword + Categorical searches enable rapid narrowing of the search.
•
Affords maximum flexibility and breadth of search. search.
Weaknesses •
Relies less on knowledge of human services than categorical search functionality.
Users may be intimidated by a search box if they are not sure what they are looking for.
•
Use of text string variations significantly increases the likelihood of a successful search.
Users that are unfamiliar with human services may supply ineffective or inaccurate keywords.
•
Full words-in-text indexing of data enables search of any significant word, regardless of category.
Ineffective searches may lead to a vast number of search results, (or no results).
•
Users entering multiple search parameters on on one screen screen may not realize that they are joining them with a Boolean AND operator. This increases the risk of an unintended search argument and of a search failure.
S E C I D N E P P A
•
Search functionality may not compensate compensate for misspellings.
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Technique 2: Keyword Search
TECHNIQUE 2: KEYWORD SEARCH FUNCTIONALITY Good Practice
Description and Links •
Arizona 2-1-1 Online (State of Arizona)
Multiple configurations of keyword searches are supported – Basic keyword search. – Hybrid simple search (keyword + list box). – Hybrid advanced search (keyword + list box + AIRS taxonomy terms or codes). © Copyright 2007 State of Arizona
•
2-1-1 Texas (State of Texas)
Y R A M M U S
S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
Basic search – Service keyword OR agency keyword AND Location (zip, county, or city), with county and city list. – Interim results provide categories to narrow search. – Popup help to define categories. – Popup agency list preview reduces unneeded navigation. © Copyright 2007 State of Texas
Healthy City (Los Angeles County)
• Basic (simple) search produces provider list that can be sorted alphabetically and narrowed by location. • Quick search supplies hybrid search (service keyword OR agency keyword, both supported by underlying lists) plus an alphabetical alphabetical browse facility for services and agencies.
!
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Technique 3: Place-Based Search
TECHNIQUE 3: PLACE-BASED SEARCH FUNCTIONALITY Definition •
S E T I S B E W Y T I C
An interface which allows the user to enter a location (such as an address) in free form or choose from a specified unit of geography (e.g., city, county) to begin the search. directories provide at least least one place based search search parameter. parameter.
Strengths •
•
– Maps of agencies. S E C I D N E P P A
Weak implementations: – Lack lists of location values
like zip codes, creating an extra search step to find the appropriate value.
– Provider service site. – Area •
•
Search outputs may include: – Lists of agencies.
•
consumer home, work, or school location.
– Many provide lists of valid
values of city or county names from which to choose.
Location is an essential factor in finding resources:
Weaknesses
– Service
– All eight online
S E I R O T C E R I D Y R A M M U S
Accessibility Factor 1: Ease of Finding
•
served by the provider.
Most users are familiar with search parameters such such as city, city, zip, or address. Location information provides a basis for planning planning routes via public or private transportation. transportation. Location information provides a basis for proximity proximity searches (resources can be listed by distance from the search location).
– Do
not supply enough different location parameters to narrow the search (e.g., city and zip).
– Do
not supply enough information to make proximity searches possible.
– Do
not distinguish between the area in which a provider is located and the area which the provider serves. serves.
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Good Practice
S E C I D N E P P A
Description and Links •
S E T I S B E W Y T I C
Y R A M M U S
Technique 3: Place-Based Search
TECHNIQUE 3: PLACE-BASED SEARCH FUNCTIONALITY
Y G O L O D O H T E M
S E I R O T C E R I D
Accessibility Factor 1: Ease of Finding
•
Healthy City (Los Angeles County)
•
"Search My Neighborhood" – Begins with wide variety of location parameters (e.g., address, zip, city, census tract, planning/service unit). – Produces map with community organizations marked by primary AIRS categories, categories, plus a marker marker for Los Angeles city resources. "Your Community Map" – Enables users to view selected community and city resources within the location parameters (address, zip, etc.). – Lists organizations selected selected for the map, with a link for each organization to the underlying resource directory. "Create Community Profile" – Enables users to select community characteristics characteristics for their map such as demographics, health conditions, housing, and other factors. – Community resource types can be selected and added to the map.
© Copyright 2007 Health City
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Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary
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S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary 1.
Substantial Investment has been devoted to making information easy to find in the online online directories. Each directory uses its own custom search applications.
2. Categorical/List Based Search: All the directories use some form
of categorical or list-based search vehicle, or a combination of both. 3. Keyword Search: Six websites websites offer offer keyword keyword search
functionality. functionality. Four of these employ a hybrid approach that uses categories or lists to refine a keyword search that has been initiated. Two directories directories provide provide "pure" keyword searches searches that do not employ a categorical framework as part of the search. s earch.
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S E C I D N E P P A
Accessibility Factor 1: Ease of Finding
Ease of Finding: Summary
Ease of Finding: Summary 4. Keyword Searches Outperformed Categorical Searches: The
Scan's observations showed that information was easier to find using keyword searches searches than categorical categorical searches. Also, keyword searches produced results, on average, in less than half the time required by categorical searches. 5. More Place-Based Search Functionality Needed: Only one
directory makes extensive use of place-based finding aids. Because geography is a crucial dimension of service access, this functionality should be more widely implemented. 6. "100% Easy to Find" Should Be The Goal: It seems fair to
assume that online service directories should strive for this goal. While strong progress has been made toward it, more is needed.
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Accessibility Factor 2: Information Organization
Information Organization: Overview
The "Ten-City Scan" TM identified two techniques to enhance the organization of human service information.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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S E C I D N E P P A
Accessibility Factor 2: Information Organization
Technique 1: List Format
TECHNIQUE 1: LIST FORMAT FORMAT ORGANIZATION AND FUNCTIONALITY Definition Definiti on •
Organizes search results in an array that can be sorted, selected, searched, and/or refined. Desirable functionality: – View
or search information that summarizes detailed record.
– Sort
by agency name, service, or geography.
Strengths •
Easier and faster identification of information that warrants a detailed review.
•
Reduces navigational effort.
•
Identification of resources in a defined geographic area.
•
Quantification of distance to specific human services.
search by narrowing the geographic area (e.g., from city to zip).
Weaknesses •
Limited (or no) summary information in a result list makes it necessary to review all detailed records produced by the search.
•
Search effectiveness within a results list is sharply curtailed if results cannot be arrayed on a single screen with searchable text. (Frequently, long result lists are divided into multiple screens.)
•
Sorting by a single variable (such as agency name) provides limited advantage.
– Contract
– Expand
search by widening geographic area.
– Sort entries in list
by distance from a specific geographic point (proximity (proximity search/sort). search/sort).
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Technique 1: List Format
TECHNIQUE 1: LIST FORMAT ORGANIZATION AND FUNCTIONALITY Functionality Functionalit y
View/Search Summary Information in List Format
S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 2: Information Organization
Good Practice
Description and Links
Arizona 2-1-1
Meaningful service summary makes services easier to find and reduces unnecessary navigation.
2-1-1 Texas
Meaningful service summary makes services easier to find and reduces unnecessary navigation.
Healthy City
Popup agency detail reduces unnecessary navigation; "Show All" records list format allows search of entire list. "Expand Search" geographic scope from city to county and/or to state (at bottom of list).
2-1-1 Texas
Expand functional scope of service search results ("See Also Terms" at right of list).
Modify List Scope
Sort List Results
Select List Results
Healthy City
Expand or reduce scope by geographic units.
Arizona 2-1-1
Sort results by distance (in miles) from zip code.
2-1-1 Santa Clara
Sort results by agency name or city.
Directory of Health & Human Services (CRN, Chicago)
Sort results by any of the columns displayed in results list (organization, address, city, state, zip, phone, geographic area) [requires login and password].
Philly SOS
List entries can be selecte d for viewing and printing.
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S E C I D N E P P A
Accessibility Factor 2: Information Organization
Technique 2: Detailed Record Format
TECHNIQUE 2: DETAILED RECORD ORGANIZATION ORGANIZATION AND FUNCTIONALITY Definition •
Information is logically grouped and ordered to describe the service, who it serves, its location, how it is acquired, and who provides it. Representative Representative groupings: – Service
description. description.
– Population and/or area served. – Service site
information, information, including address and driving and transit directions.
Strengths •
Content grouping draws attention to essential clusters of information about service content, location, target population, and eligibility and access.
•
Well organized detailed information also supplies information about the service provider and its portfolio of services.
Weaknesses •
Schemes for organizing and delivering content can be weak if supporting definitions are not supplied. (For example, example, the difference between a "program" and a "service" is generally not given.)
•
Information on provider organizations is frequently given a higher priority than the information about programs and services. Service consumers are likely more interested in service detail than provider detail. detail.
•
Field labels are suppressed when no data has been supplied for a record field. The user may be unaware that the directory does collect does collect this type of information despite its absence in this particular record.
– Contact information,
including telephone, fax, and e-mail.
– Service acquisition process,
including eligibility, intake process, fees, and and payment. payment. – Agency
information (to the extent it is useful/relevant).
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S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
Technique 2: Detailed Record Format
TECHNIQUE 2: DETAILED RECORD ORGANIZATION ORGANIZATION AND FUNCTIONALITY FUNCTIONALIT Y Functionality Functionali ty
Y G O L O D O H T E M S E T I S B E W Y T I C
Accessibility Factor 2: Information Organization
Content Grouping
Clearly Structured and Identified Content
Good Practice
Description and Links
2-1-1 Texas
Information groups focus on agency location and contact, service content, and service eligibility and access (drill down to detail from list).
2-1-1 Santa Clara
Information group focuses on details of service eligibility and access (bottom of screen).
2-1-1 Texas
Information group focuses on contacting the provider of information and/or correcting information content (drill down to detail from list).
Arizona 2-1-1
Content is grouped and each grouping is clearly identified.
Inform San Diego
Information linkages are provided between site, service, and agency.
Arizona 2-1-1
Information linkages are provided between a gency, programs, and services (bottom of screen).
Linkages between Service and Provider Detail
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Accessibility Factor 2: Information Organization
List Format: Summary
List Format: Summary
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S E C I D N E P P A
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S E C I D N E P P A
Accessibility Factor 2: Information Organization
List Format: Summary
List Format: Summary 1. Effective List Format Functionality Is Essential because it
supplies crucial leverage in information searches. List format should display a snapshot of essential information of all records records in a search result set, enabling the user to scan the list swiftly and reach a decision about whether to examine the selected records in detail or execute another search. The user should be able to narrow or broaden a search after scanning the list, and also be able to sort search results based on multiple parameters. Three directories met several or most of these criteria with great distinction, enabling the user to scan, organize, and/or refine search results effectively and efficiently.
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Accessibility Factor 2: Information Organization
List Format: Summary
List Format: Summary 2. Weak Implementations Deter Effective Searching: Some of the
online directory list formats supply only an agency name and/or a service name in the list. Unless a user has a specific agency agency or program in mind, it is necessary to review the result list on a record-by-record basis –– an indefensible misuse of the user's time and energy. energy. Poor implementations of this sort pose the risk of users abandoning an online directory in favor of other vehicles that either work more effectively –– or present that appearance.
Y R A M M U S
S E C I D N E P P A
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Accessibility Factor 2: Information Organization
Detailed Record Format: Summary
Detailed Record Format: Summary
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S E C I D N E P P A
Accessibility Factor 2: Information Organization
Detailed Record Format: Summary
Detailed Record Format: Summary 1. Detailed content is organized fairly well in the online directories.
Typically, ypically, it is grouped into material describing service providers and material detailing programs and services. 2. Web design doesn't contribute to good organization as much as it
could. Many web pages do not use layout, layout, white space, space, labeling, typography, typography, or color to accentuate the information groups effectively. effectively. 3. None of the directories provided definitions for their content
groups. Key terms like site, like site, service organization organization,, program, program, and and service would service would benefit from being defined, and from that essential information being positioned on the web page where the detailed information is provided.
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S E C I D N E P P A
Accessibility Factor 2: Information Organization
Detailed Record Format: Summary
Detailed Record Format: Summary 4. Content sequencing should spotlight services instead of
providers. In many instances, the top of the web w eb page is devoted to service provider or site detail. detail. Service content and access information appears farther down the page, often "below the fold."
In a service directory, it can be argued, this sequence should be inverted, with primary focus placed on services, not on the organizations that provide them. The organization of service content itself should highlight the service process. process. Consumers and case managers are concerned concerned with service service detail, but also with the specific steps that must be followed to successfully secure the service. Consistent and effective effective content organization can highlight the process.
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Accessibility Factor 3: Information Linkage
Information Linkage: Overview
The scan identified five techniques employed to link human service information together in a more holistic manner.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
S E C I D N E P P A
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Definition Definitio n
Strengths
•
Administrative Links: Links that provide functionality functionality for adding adding and maintaining data, contacting the organization operating the directory, providing feedback, and downloading needed material.
•
•
Organizational Links: Links to the websites of organizations organizations listed in the online directory and to other relevant organizations.
•
•
Service Capacity Links: Links to information about the service capacity at a particular site.
•
Y R A M M U S
S E C I D N E P P A
Linkage Techniques
INFORMATION LINKAGE TECHNIQUES 1 - 3
S E T I S B E W Y T I C S E I R O T C E R I D
Accessibility Factor 3: Information Linkage
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Enables users to maintain contact with online directory provider in order to exchange information.
Enables users to access more detailed information on service providers and and on other relevant relevant public- and private-sector private-sector organizations.
Information on service capacity and current percentage of utilization makes acquisition of available resources faster and more efficient.
! Copyright
Weaknesses •
•
•
May create higher expectations for responsiveness and service than the directory provider is capable of providing. providing.
Potentially high overhead for maintenance of links to external sites.
Requires exceptional commitment by providers, providers, because frequent frequent updates are needed to ensure currency and accuracy of information.
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Accessibility Factor 3: Information Linkage
Linkage Techniques
LINKAGE STRATEGIES 4 AND 5 Definition
Strengths
Weaknesses
•
Informational Links: Links to general information, news bulletins, and educational educational materials.
•
Human service directory sites are logical places to supply relevant information to the general public.
•
It is labor-intensive labor-intensive to maintain a broad and current current portfolio portfolio of information.
•
Emergency Management Links: Links to local, state, and federal emergency management organizations, to emergency information, and emergency preparedness preparedness guides and and procedures. procedures.
•
"One-stop shopping" for emergency and non-emergency human services enables more efficient identification of needed resources, regardless of provider "silo" or the circumstances of the service need.
•
Links connect, but they do not integrate, information. information. No vehicle was found that integrates information of the various local, state, and federal organizations that provide emergency emergency managemen managementt services.
S E T I S B E W Y T I C S E I R O T C E R I D Y R A M M U S
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Accessibility Factor 3: Information Linkage
Linkage Techniques
INFORMATION LINKAGE STRATEGIES TECHNIQUE
Administrative Links
Organizational Links Service Capacity Links
Informational Links
Good Practice
Description and Links
2-1-1 Texas
Links to Area Information Centers that are responsible for maintaining and updating data in the directory.
Healthy City
Link for communicating with organization maintaining the directory.
2-1-1 Santa Clara County
Links for downloading data forms, supported with explanatory content and diagrams.
Inform San Diego
Links to relevant public- and private-sector organizations.
2-1-1 Texas
Links to state agencies and other administrative resources.
Inform San Diego
Links to capacity information for mental health services. Links to state's 2-1-1 strategic plan, policy and implementation information.
Arizona 2-1-1
Links to health information topics (top right of screen). Links to state emergency bulletins. Arizona 2-1-1
Link to emergency preparedness and planning website (Just in Case Arizona, Featured Section).
Emergency Management Links Inform San Diego
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Information Linkage: Summary
Information Linkage: Summary
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Accessibility Factor 3: Information Linkage
Information Linkage: Summary
Information Linkage: Summary 1. Overall, links are somewhat well used to support administrative,
informational, and and emergency emergency service functions. functions. However, links could be used more widely and effectively for these and additional purposes. for a variety of 2. Administrative links are used to good effect for a purposes. For example, links are provided to enable online online data correction or to download data entry forms. 3. Organizational links are used by some directories to connect
summary-level directory information with detailed information on service provider websites. An inherent limitation limitation exists in that a number of providers lack websites.
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Information Linkage: Summary
Information Linkage: Summary 4. Links between the directories and government human service
agencies are not widely implemented. implemented. The converse is also true: links from relevant pages of the city websites to the online directories are almost nonexistent. This is an important important shortcoming that could be readily remedied. 5. Half the directories provide links to emergency management
agencies, whether at the local, state, and/or federal level; half do not. Establishing such linkages linkages should carry a high high priority. priority. 6. A variety of information links is provided to bulletins on
emergency situations, public health topics, policy documents, and directory FAQs.
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Section Summary
Summary of Accessibility Ratings
Section Summary 1.
Summary of Accessibility Ratings Ratings for the three Accessibility Factors are shown in the figure below. Human service information delivery ranges from moderately effective and efficient to reasonably well-suited to an experienced computer user. Accomplishments and improvement opportunities are both evident.
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Summary of Accessibility Ratings
Section Summary 1.
Summary of Accessibility Ratings (cont'd) There was a range of performance ratings, including query failures. Expectations were set somewhat higher for the online directories than for city websites because of their more focused nature and defined defined scope. Delivering query results results poorly, slowly, or not at all is an important shortcoming.
The websites that consistently performed well demonstrated important elements of planning, design, and implementation of very high quality. quality. These will serve as excellent foundations for expansion and are exemplars for organizations in the process of developing or redesigning their directories.
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Section Summary
Observations
Section Summary 2. Observations
Several general observations about online directories crystallized in the course of the Scan. Historical Origins Online human service directories arise from a long and venerable history of community-based information gathering about local social services. services. Over the years, directories directories of community community resources have been maintained and published by local United Ways, information and referral agencies, and other community organizations. In many cases, such published guides have evolved to, or been supplemented by, online directories. A continued evolution of human service information delivery lies ahead.
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Observations
Section Summary 2. Observations (cont'd)
Organizational Models Online directories are produced by several different organizational models. Some of these demonstrate important innovations in data gathering and integration, funding, and information technology deployment. •
In New York, Los Angeles, A ngeles, Chicago, San Diego, and San Jose, nonprofit organizations maintain maintain the directories. In several of these organizations, governance includes leaders from the public sector.
•
Philadelphia's Department of Human Services maintains an online directory of public and private resources.
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Observations
Section Summary 2. Observations (cont'd)
Organizational Models •
Texas has formed public-private partnerships with local nonprofits across the state. The state funds funds the nonprofits to manage information and referral functions and to maintain regional resource data. Texas integrates public- and privateprivatesector human service information and delivers it in the 2-1-1 Texas online directory.
•
Arizona developed a comprehensive strategic plan for statewide implementation implementation of 211 services. It collaborated with local partners to implement statewide information and referral services and a human and emergency services website and directory (Arizona 2-1-1).
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Section Summary
Observations
Section Summary 2. Observations (cont'd)
Multiple Information Objectives Several websites are targeted to meet multiple objectives. • Arizona's strategy is to improve human service delivery and also
to contain costs and deliver emergency information. • The Los Angeles Healthy City website functions as a community information system to integrate human service s ervice information with demographic, health, and school data. • The 2-1-1 Texas website functions as a directory, as a location to initiate benefit applications, and as a way to report “waste, fraud, and abuse” in human service programs.
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Observations
Section Summary 2. Observations (cont'd)
Works in Progress The online directories are in a dynamic environment that will likely continue to evolve in the coming years. •
Information is provided at a number of directory sites about the plans underlying their development and forthcoming versions and enhancements.
•
New York City and United Way Way of New York have announced a joint venture to include nonprofit human service information in the city's 311 system.
•
Many of the sites provide a vehicle for user feedback on website improvement improvement opportunities. opportunities. Links and electronic forms are provided for this purpose.
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Section Summary
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Section Summary
Challenges
Section Summary 3. Challenges
User Community Size and Diversity The online directories serve a very large and diverse user community. As earlier reviewed, reviewed, the larger larger geographic scope of some of the directories (counties, regions, and entire states) expands the total population served by the directories to nearly 60 million people. Service Provider Scope and Diversity The providers listed in the online directories are very numerous and range enormously in mission, organizational size, geographic distribution, locations, funding, and service portfolios. Cataloguing and maintaining provider and service data is a formidable and ongoing challenge. "TEN CITY SCAN" TM
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Section Summary
Challenges
Section Summary 3. Challenges (cont'd)
Funding and Cost Justification Bringing good online directories to scale and maintaining the quality of the data for the long term requires sizable s izable investment in material, human, and information technology resources. Different funding streams are employed to support the online directories, including individual and corporate donations, foundation grants, government funding, and, in California, Proposition 10 cigarette tax revenues.
Throughout the country, at local, county, state, and federal levels, the challenge is to demonstrate that investment in information and technology is an essential prerequisite to providing human services effectively to Americans.
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Section 5: General Summary
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
SECTION 5 GENERAL REPORT SUMMARY
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A Work in Progress; Section 5: General Report Summary Striking Advances
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General Report Summary Ongoing Work in Progress The findings of the "Ten-City "Ten-City Scan" TM suggest that human service information delivery in America's America's ten largest cities is an ongoing work in progress. The challenges are enormous, the variations of practice are wide, and improvement is constant. Striking Advances The Scan shows in detail that finding human service information can be a challenging and time-consuming process, even for experienced computer and Internet users. At the same time, a number of striking advances and good practices are evident. The most significant significant accomplishments are founded on a rigorous understanding of the strategic importance importance of human service information: that good information can guide the public "TEN CITY SCAN" TM
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Striking Advances; Necessary Questions
General Report Summary Striking Advances (cont'd) in getting help; that it can help government achieve cost control and reduce waste; and that it can provide a foundation for connecting citizens with essential resources during emergencies. Necessary Questions The Scan's findings also raise important questions about the desirability and potential impact of change: • What if municipalities continue to deliver human service
information just as they do today? today? How significant a problem will this pose (if at all)? • Is human service information delivery a purely local issue that
should be resolved on a town-by-town and city-by-city basis? Is wider involvement really needed or desirable? "TEN CITY SCAN" TM
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Necessary Questions
General Report Summary Necessary Questions (cont'd) • A wide-scale change of human service information delivery will
cross all kinds of boundaries: public and private private sector; local, local, state, and federal government; secular and religious; and perhaps even nonprofit and and for-profit. What's the incentive to cooperate and bridge these boundaries? boundaries? Who will lead and fund the effort? Will investing in better human service information delivery • Will systems divert scarce resources from the human service programs themselves? • What if providing better service information causes an upswing in
demand that overwhelms existing human service capacity?
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Necessary Questions
General Report Summary Necessary Questions (cont'd)
Will improved service information also help people in our society • Will who are not reliant on government services? How? the digital divide? divide? How will better human service • What about the information help people who don't have their own computers? How will it help people who are not comfortable with computers or the Internet? • Purchasing a product on the Internet has evolved into a well-
established process: people search for, find, and purchase what they want. Will Will the Internet have a similar impact on the way that human services are provided?
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Finding the Answers
General Report Summary Developing the Answers As with other complex issues that affect individuals, communities, and the nation, nation, the questions are numerous and and difficult. But they need to be asked and answered.
It is hoped that the "Ten-City "Ten-City Scan" TM will encourage audiences involved in delivering, referring, funding, and accessing human services to address the questions through thoughtful discussion, brainstorming, and action. action. Fortunately, Fortunately, such discussion can be informed by the knowledge and experience of public- and private-sector leaders who have been developing good practices in human service information design, technology deployment, resource organization, and funding such as those reviewed in the "Ten City Scan" TM. "TEN CITY SCAN" TM
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SECTION 6 APPENDICES
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C
SECTION 6 APPENDICES
S E I R O T C E R I D Y R A M M U S
CONCORDANCE OF LINKS
INTEGER RESEARCH & CONSULTING,, L LC CONSULTING
RESEARCH REPORTS AND SEMINARS
CONTACT INFORMATION
ACKNOWLEDGEMENTS
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City
S E T I S B E W Y T I C
Y R A M M U S
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City Web Pages Reviewed
City Web Pages Reviewed in the "Ten-City Scan" TM
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Concordance of Links
New York City
Subject
Root URL
Home Page
http://www.nyc.gov/portal/site/nycgov/
Health and Human Services Listing
http://www.nyc.gov/portal/site/nycgov/menuitem. 743f4d965e39ade6a62fa24601c789a0/
Human Resources Administration/ Department of Social Services
http://www.nyc.gov/html/hra/html/home/home.shtml
New York York City Health and Hospitals Corporation
http://www.nyc.gov/html/hhc/html/facilities/map.shtml
New York York City Department for the Aging
http://www.nyc.gov/html/dfta/html/home/home.shtml
NYC Department of Homeless Services
http://www.nyc.gov/html/dhs/html/home/home.shtml
New York York City Department of Health and Mental Hygiene
http://www.nyc.gov/html/doh/html/home/home.shtml
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S E T I S B E W Y T I C
Y R A M M U S
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City Web Pages Reviewed
City Web Pages Reviewed in the "Ten-City Scan" TM
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Concordance of Links
Los Angeles
Subject
URL
Home Page
http://www.ci.la.ca.us/
Citywide Services Directory
http://publiccsd.lacity.org/CSD/categories/index.cfm? QTP=F4971DAF-0BEC-721BE4D9EC0B140A4F06&Fuseaction=viewcategorylist
Citywide Services DirectoryChild Care Information and Assistance
http://publiccsd.lacity.org/CSD/index.cfm?QTP=F4A9CD3C-A3E8-2FF4B681DBBEEE8E5668&Fuseaction=viewservice&SERVICE_ID=1086
Citywide Services DirectoryAIDS Coordinator's Office
http://publiccsd.lacity.org/CSD/index.cfm?QTP=FDA9BAA0-F132B147-851DF51351256699&Fuseaction=viewservice&SERVICE_ID=1293
Citywide Services DirectoryAdult Day Program
http://publiccsd.lacity.org/CSD/index.cfm?QTP=FDA831FE-916DA311-688A260CEB4DB417&Fuseaction=viewservice&SERVICE_ID=2762
Citywide Services DirectoryDomestic Violence Program, Shelter-Based Operations
http://publiccsd.lacity.org/CSD/index.cfm?QTP=FDB41456-EEAE-A075C895EB73D72E8D7E&Fuseaction=viewservice&SERVICE_ID=2093
Citywide Services DirectoryCommission for Children, Youth & Their Families/Children/Youth Families/Children/Youth Services
http://publiccsd.lacity.org/CSD/index.cfm?QTP=FDBF02B2-D022-D4AEBA9AE9DB258591F5&Fuseaction=viewservice&SERVICE_ID=2612
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City
S E T I S B E W Y T I C S E I R O T C E R I D
Chicago
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Concordance of Links
Subject
URL
Home Page
http://egov.cityofchicago.org/city/webportal/home.do
Chicago Department of Human Services
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Human +Services&entityNameEnumValue=24&Failed_Reason=Invalid+timestamp, +engine+has+been+restarted&com.broadvision.session.new=Y +engine+has+been+restarted&com.b roadvision.session.new=Yes&Failed_Page= es&Failed_Page= %2fwebportal%2fportalEntityHomeAc
Chicago Department on Aging
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Aging&entityNameEnumValue=1&Failed_Reason=Invalid +timestamp,+engine+has+been +restarted&com.broadvision.session.new=Yes&F +restarted&com.broadvision.session.n ew=Yes&Failed_Page=%2fwebportal ailed_Page=%2fwebportal %2fportalEntityHomeAction.do
Chicago Department of Children & Youth Services
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Children+and+Youth +Services&entityNameEnumValue=143&Failed_Reason=Invalid+timestamp, +engine+has+been+restarted&com.broadvision.session.new=Y +engine+has+been+restarted&com.b roadvision.session.new=Yes&Failed_Page= es&Failed_Page= %2fwebportal%2fport
Chicago Department of Public Health
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Health&entityNameEnumValue=21&Failed_Reason=Invalid +timestamp,+engine+has+been +restarted&com.broadvision.session.new=Yes&F +restarted&com.broadvision.session.n ew=Yes&Failed_Page=%2fwebportal ailed_Page=%2fwebportal %2fportalEntityHomeAction.do
Mayor's Office on Domestic Violence
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Domestic+Violence&entityNameEnumValue=141
http://egov.cityofchicago.org/city/webportal/portalEntityHomeAction.do? entityName=Disabilities&entityNameEnumValue=11&Failed_Reason=Invalid Mayor's Office for People with Disabilities +timestamp,+engine+has+been +restarted&com.broadvision.session.new=Yes&F +restarted&com.broadvision.session.n ailed_Page=%2fwebportal "TEN CITY SCAN" TM ! Copyright 2007 Integer Research & Consulting,ew=Yes&Failed_Page=%2fwebportal LLC %2fportalEntityHomeActi
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Y R A M M U S
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Concordance of Links
Subject
URL
Home Page
http://www.houstontx.gov/
Department of Health and Human Services
http://www.houstontx.gov/health/index.html
City of Houston link to Harris County Area Agency on Aging
http://www.houstontx.gov/health/Aging/index.html
Department of Health and Human ServicesHealth Centers
http://www.houstontx.gov/health/HealthCenters/index.html
Houston
Department of Health and Human ServicesMedical Centers
http://www.houstontx.gov/health/MedicalServices/index.html
Department of Health and Human ServicesAIDS/HIV Prevention and Sexually Transmitted Diseases
http://www.houstontx.gov/health/HIV-STD/index.html
Department of Health and Human ServicesWomen, Women, Infants and Children (WIC) Program
http://www.houstontx.gov/health/WIC/index.html
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Y R A M M U S
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City Web Pages Reviewed in the "Ten-City Scan" TM
Y G O L O D O H T E M
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Concordance of Links
Philadelphia
Subject
URL
Home Page
http://www.phila.gov/
Department of Human Services
http://dhs.phila.gov/intranet/PGintrahome_pub.nsf
Department of Human ServicesChildren and Youth Division
http://dhs.phila.gov/intranet/pgintrahome_pub.nsf/content/cydhomepage
Department of Human ServicesDivision of Juvenile Justice Services
http://dhs.phila.gov/intranet/pgintrahome_pub.nsf/content/jjshomepage
Department of Human ServicesDivision of Community Based Prevention Services
http://dhs.phila.gov/intranet/pgintrahome_pub.nsf/content/prevention+-+home
Department of Human ServicesFoster Care and Adoption
http://dhs.phila.gov/intranet/pgintrahome_pub.nsf/content/Adoption
Mayor’s Commission on People with Disabilities
http://www.phila.gov/mcpd/
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Concordance of Links
Phoenix
Subject
URL
Home Page
http://www.ci.phoenix.az.us/
Resources for ResidentsSocial Services
http://www.ci.phoenix.az.us/RESIDENTS/SOCSERV/index.html
Social ServicesParents and Families Programs and Information
http://www.ci.phoenix.az.us/menu/ressocparprog.html
Social ServicesTraining and Employment
http://www.ci.phoenix.az.us/menu/ressocythtrain.html
Social ServicesSenior Centers
http://www.ci.phoenix.az.us/menu/ressocsrcntrs.html
Social ServicesVictim Services
http://www.ci.phoenix.az.us/menu/ressocvicsvcs.html
Social ServicesAdditional Programs-Programs for Women Women
http://www.ci.phoenix.az.us/menu/ressocaddwomen.html
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S E T I S B E W Y T I C
Y R A M M U S
S E C I D N E P P A
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City Web Pages Reviewed in the "Ten-City Scan" TM
Y G O L O D O H T E M
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Concordance of Links
San Antonio
Subject
URL
Home Page
http://www.sanantonio.gov/?res=1024&ver=true
Community Initiatives and Related Links
http://www.sanantonio.gov/comminit/
Community InitiativesBasic Needs
http://www.sanantonio.gov/comminit/BasicNeeds/basicneeds.asp
Community InitiativesHomeless Services Division
http://www.sanantonio.gov/comminit/cad/cadmain.asp
Community InitiativesSenior Services Division
http://www.sanantonio.gov/comminit/eds/edsmain.asp
Community InitiativesYouth Youth Services Division
http://www.sanantonio.gov/comminit/youthsrv/ysmain.asp
Community InitiativesChild Care Delivery System
http://www.sanantonio.gov/comminit/crd/crdmain.asp
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S E T I S B E W Y T I C
Y R A M M U S
S E C I D N E P P A
City Web Pages Reviewed
City Web Pages Reviewed in the "Ten-City Scan" TM
Y G O L O D O H T E M
S E I R O T C E R I D
Concordance of Links
San Diego
Subject
URL
Home Page
http://www.sandiego.gov/
Community Directory
http://www.sandiego.gov/directories/community.shtml
Community ServicesChild Care Services
http://www.sandiego.gov/communityservices/childcare/cityempchildcare.shtml
Community ServicesCommunity Service Centers
http://www.sandiego.gov/servicecenters/
Homeless Services
http://www.sandiego.gov/homeless-services/
Social Services
http://www.sandiego.gov/socialservices/
Disability Services
http://www.sandiego.gov/oei/disabilityservices/index.shtml
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N O I T C U D O R T N I
City
S E T I S B E W Y T I C
Y R A M M U S
S E C I D N E P P A
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City Web Pages Reviewed
City Web Pages Reviewed in the "Ten-City Scan" TM
Y G O L O D O H T E M
S E I R O T C E R I D
Concordance of Links
Dallas
Subject
URL
Home Page
http://www.dallascityhall.com/
Environmental and Health Services and Related Links
http://www.dallascityhall.com/ehs/human_services.html
Environmental and Health ServicesOffice of Senior Affairs and Related Links
http://www.dallascityhall.com/ehs/senior_services.html
Environmental and Health ServicesChild Services
http://www.dallascityhall.com/ehs/child_services.html
Environmental and Health ServicesFamily Violence
http://www.dallascityhall.com/ehs/family_violence.html
Environmental and Health ServicesHomeless Services
http://www.dallascityhall.com/ehs/homeless.html
Environmental and Health ServicesProject Reconnect (Ex-Offender Reentry)
http://www.dallascityhall.com/ehs/project_reconnect.html
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N O I T C U D O R T N I
City
S E T I S B E W Y T I C
Y R A M M U S
S E C I D N E P P A
!
City Web Pages Reviewed
City Web Pages Reviewed in the "Ten-City Scan" TM
Y G O L O D O H T E M
S E I R O T C E R I D
Concordance of Links
Subject
URL
Home Page
http://www.sanjoseca.gov/
City Service Links
http://www.sanjoseca.gov/services.html
Homeless Services
http://www.sjhousing.org/homeless.html
City Services-Human Services Links
http://www.sanjoseca.gov/services.html
Parks, Recreation & Neighborhood ServicesOffice on Aging
http://www.sanjoseca.gov/prns/OOA.asp
Youth Services
http://www.sanjoseca.gov/prns/ts.asp#YS
Parks, Recreation & Neighborhood ServicesCommunity Centers
http://www.sanjoseca.gov/prns/Centers.asp
San Jose
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City Websites - Accessibility Accessibili ty Factor 1: Ease of Finding City
Y R A M M U S
S E C I D N E P P A
!
Technique
URL
Philadelphia
Human Service Directory
http://www.phillysos.org/
New York
Website Website Search Engine
http://search1.nyc.gov/search?access=p&output=xml_no_dtd&sort=date%3AD%3AL %3Ad1&site=default_collection&ie=UTF-8&client=default_frontend&oe=UTF-8&pro xystylesheet=default_frontend&q=&proxycustom=%3CADVANCED/%3E
Website Website Search Engine (all searches) (top right of Home Page)
http://phoenix.gov/
Website Website Search Engine (service directory)
http://phoenix.gov/APPINTRO/ssd.html
Website Search Engine (calendar)
http://phoenix.gov/haht-nsapi/hsrun.hse/payf/ECCCITZP/ ECCCITZ.htx;start=HS_CalSel
Website Website Search Engine (maps - neighborhoods)
http://copwww05.phoenix.gov/WebPMO/Portal/Residents.asp
Los Angeles
City-Level Service Finder
http://publiccsd.lacity.org/CSD/index.cfm?QTP=A8ED394F-064D-C75FEA16DB2DE71D3D45
Dallas
City-Level Service Finder
http://www.dallascityhall.com/services/services.html
New York
Department-Level Service Finder
http://www.nyc.gov/html/doh/html/dc/daycaremn.shtml
Chicago
Department-Level Service Finder
http://programs.chicagoparkdistrict.com/programBrowser/
S E T I S B E W Y T I C S E I R O T C E R I D
Concordance of Links
City Websites Good Practice Examples
Phoenix
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City Websites - Accessibility Accessibili ty Factor 1: Ease of Finding City
Y R A M M U S
Technique
URL
Houston
Place-Based Finding Aid
http://www.houstontx.gov/health/MedicalServices/index.html
New York
Place-Based Finding Aid
http://gis.nyc.gov/doitt/cm/CityMap.htm
S E T I S B E W Y T I C S E I R O T C E R I D
Concordance of Links
City Websites Good Practice Examples
City Websites Websites - Accessibility Accessibili ty Factor 2: Information Organization City
Technique
URL
Chicago
Consumer-Focused Content
http://egov.cityofchicago.org/city/webportal/home.do
San Diego
Consumer-Focused Content
http://www.sandiego.gov/index.shtml
New York
Hierarchical Organization of Subject Matter
http://www.nyc.gov/portal/site/nycgov/menuitem. 743f4d965e39ade6a62fa24601c789a0/
S E C I D N E P P A
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Concordance of Links
City Websites Good Practice Examples
City Websites Websites - Accessibility Accessibil ity Factor 3: Information Linkage City
Technique
URL
New York
Internal LinkageLinkage with Sister Agencies
http://www.nyc.gov/portal/site/nycgov/menuitem. 12383c1cbb72dee6a62fa24601c789a0/
Phoenix
Internal LinkageLinks for Target Populations
http://www.ci.phoenix.az.us/YOUTHSEN/SENIORS/index.html
Dallas
Internal LinkageConsumer Action Links
http://www.dallascityhall.com/government/council/contact_mcc.html
San Diego
External LinkageIntegrated Government Linkages
http://www.sandiego.gov/directories/services.shtml
New York
External LinkageExtensive External Linkages
http://www.nyc.gov/portal/site/nycgov/ menuitem.a7457a08f5001607a62fa24601c789a0/
Houston
External Linkage-Linkages to Specialized Search Engines
http://www.houstontx.gov/govt/index.html
Y R A M M U S
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Concordance of Links
Online Human Service Directories
Websites Studied in the "Ten-City Scan" TM City
Online Directory Website URL
New York
http://www.unitedwaynyc.org/?id=66
Los Angeles
http://www.healthycity.org/
Chicago
http://www.communityresourcenetwork.org/content/search/Login.asp
Houston
https://www.211texas.org/211/
Philadelphia
http://www.phillysos.org/
Phoenix
http://az211.gov/
San Antonio
https://www.211texas.org/211/
San Diego
http://www.infoline-sd.org/
Dallas
https://www.211texas.org/211/
San Jose
http://www.211scc.org/
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Online Human Service Directories - Accessibility Accessibil ity Factor 1: Ease of Finding Directory
Healthy City (Los Angeles)
S E T I S B E W Y T I C
Arizona 2-1-1 (State of Arizona)
S E I R O T C E R I D
Philly SOS (City of Philadelphia)
Y R A M M U S
S E C I D N E P P A
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Concordance of Links
Online Directory Good Practice Examples
2-1-1 Texas (State of Texas)
Technique 1 Categorical Search
URL
AIRS categories
http://www.healthycity.org/c/fs
Categorical browse facility
http://www.healthycity.org/c/help/sc/cat_dict_f
Online documentation
http://www.healthycity.org/c/help/sc/data_guide
Customized categorical search
http://az211.gov/index.php?option=content&task=view&id=19&Itemid=48
Hierarchical AIRS-based service category list
http://az211.communityos.org/tax/serviceoutline.taf?function=detail&core=1
Hierarchical AIRS-based service category list
http://www.phillysos.org/catdrilldown.asp?level=1&hz=1&ty=ct
AIRS-based target population category list
http://www.phillysos.org/catdrilldown.asp?level=2&code=Y&ctText=Target http://www.phillysos.org/catdrilldown.asp?level=2&code=Y&ctT ext=Target %20Groups&hz=1&ty=tg
List of most-frequently searched categories
http://www.phillysos.org/topcatsdisp.asp
Categorical search for Child Care and Education Services
https://www.211texas.org/211 https://www.21 1texas.org/211/search/childservices/index.jsp?expandCCSM /search/childservices/index.jsp?expandCCSMenu=true enu=true
Online help to inform users about program content and eligibility
https://www.211texas.org/211 https://www.21 1texas.org/211/search/childservices/typesChildServices.jsp /search/childservices/typesChildServices.jsp - EHS
Search process linked to electronic service referral
https://www.211texas.org/211 https://www.21 1texas.org/211/search/childservices/referralSearch.do /search/childservices/referralSearch.do
Diagram to depict the search/referral process
https://www.211texas.org/211/search/childservices/referralProcess.jsp? expandCCSMenu=true
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S E C I D N E P P A
!
Concordance of Links
Online Directory Good Practice Examples
Online Human Service Directories - Accessibility Accessibil ity Factor 1: Ease of Finding Directory Arizona 2-1-1 (State of Arizona)
2-1-1 Texas (State of Texas)
Healthy City (Los Angeles)
Directory
Healthy City (Los Angeles)
Technique 2 Keyword Search
URL
Basic keyword search
http://az211.gov/default.php
Hybrid simple search
http://az211.gov/index.php?option=content&task=section&id=14&Itemid=41
Hybrid advanced search
http://az211.communityos.org/tax/framestax.taf?function=advance
Service keyword OR agency keyword AND Location search
https://www.211texas.org/211/search/modifySearch.do? https://www.211texas.org/211 /search/modifySearch.do? searchId=307569&searchDisplayText=Food+Pantries
Interim results provide categories to narrow search
https://www.211texas.org/211 https://www.21 1texas.org/211/search/searchType /search/searchTypesResults.do?searchId=307571 sResults.do?searchId=307571
Basic (simple) search produces provider list
http://www.healthycity.org/c/searchq/sc/simple_f
Quick search supplies hybrid search plus an alphabetical browse facility
http://www.healthycity.org/c/search/sc/advance_f
Technique 3 Place-Based Search
URL
"Search My Neighborhood"
http://www.healthycity.org/c/mn/geo/43
"Your "Your Community Map"
http://www.healthycity.org/c/map/geo/31/zt/0644000/zl/7/x/-118.411 http://www.healthycity.org/c/map/geo/31/zt/0644000 /zl/7/x/-118.41189193726/y/ 89193726/y/ 34.020643234253/msw/436/msh/436/pm/env/c1/6719/ c2/7019,7020,7021,7022,7023,7024,70 c2/7019,7020,7021 ,7022,7023,7024,7025,7026,7027,7028, 25,7026,7027,7028,7029,7030,7031,703 7029,7030,7031,7032,7033, 2,7033, 7035,7036,7037,7034,7038,7039,7040,7041
"Create Community Profile"
http://www.healthycity.org/c/cp
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S E C I D N E P P A
!
Concordance of Links
Online Directory Good Practice Examples
Online Human Service Directories - Accessibility Accessibil ity Factor 2: Information Organization Directory
Technique 1: List Format Organization
http://az211.communityos.org/tax/newoverview.taf? core=1&sub=1&specific=0&final=0&fifth=0&taxlink=178946
Arizona 2-1-1 2-1-1 Texas
URL
View/Search Summary Information in List Format
Healthy City (Los Angeles)
https://www.211texas.org/211/searc https://www.21 1texas.org/211/search/searchResults.do?searchId=30846 h/searchResults.do?searchId=308464 4 http://www.healthycity.org/c/search/sc/org_b/key/a https://www.211texas.org/211/searc https://www.21 1texas.org/211/search/searchResults.do?searchId=30905 h/searchResults.do?searchId=309051 1
2-1-1 Texas Modify List Scope
https://www.211texas.org/211/searc https://www.21 1texas.org/211/search/searchResults.do?searchId=30906 h/searchResults.do?searchId=309067 7
Healthy City (Los Angeles)
http://www.healthycity.org/c/searchq/sc/simple_a/keyword/food http://www.healthycity.org/c/searchq/sc/simple_a/keyword /food stamps/so/name/so_dir/ asc/rpp/55/rp/1/geo/43
Arizona 2-1-1
http://az211.communityos.org/tax/newoverview.taf? core=6&sub=1&specific=2&final=0&fifth=0&taxlink=179194
2-1-1 Santa Clara
Sort List Results
CRN (Chicago) Philly SOS (Philadelphia)
http://search.211scc.org/uwsv/MatchList.aspx?c;;0;;;2074;Clothing,%20Food, %20Personal%20Goods%20and%20Services;Emergency% %20Personal%20Goods%20 and%20Services;Emergency%20Food%20and%20M 20Food%20and%20Meals; eals; 309;Food%20Pantries~;19670;C http://www.communityresourcenetwork.org/content/search/SearchResults.asp
Select List Results
"TEN CITY SCAN" TM
http://www.phillysos.org/programsearchresults.asp
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S E C I D N E P P A
Concordance of Links
Online Directory Good Practice Examples
Online Human Service Directories - Accessibility Accessibil ity Factor 2: Information Organization
Directory
Technique 2: Detailed Record Organization
URL
https://www.211texas.org/211/search/searchResults.do?searchId=30846 https://www.211texas.org/211/searc h/searchResults.do?searchId=308464 4 (select individual record from list)
2-1-1 Texas Content Grouping
http://search.211scc.org/uwsv/Detail.aspx?c;;0;;;2505;20146;772;3;Drug%20and %20Alcohol%20Treatment;Substance%20Abuse%20Assessment%20and%20Intake %20Services;261;Central%20Intake/Assessment%20for%20Substance%20Abuse~
2-1-1 Santa Clara
Arizona 2-1-1
Clearly Structured and Identified Content
Inform San Diego
http://az211.communityos.org/sys/profile.taf? profiletype=service&recordid=168449&_UserReference=7F000001471ABCE11DEDF profiletype=service&recordid=168449&_UserReference=7F00000147 1ABCE11DEDF 4C667BF473359DC
http://informsandiego.org/WebInform/ResourceDatabase/SearchEngine/ ServiceSiteDetails.asp?ServiceSiteKey=24667
Linkages between Service and Provider Detail http://az211.communityos.org/sys/profile.taf? profiletype=agency&textonly=&recordid=64997&_UserReference=7F000001471ABC profiletype=agency&textonly=&recordid=64997&_UserReference=7F000 001471ABC E11DEDF4C667BF473359DC
Arizona 2-1-1
!
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Concordance of Links
Online Directory Good Practice Examples
Online Human Service Directories - Accessibility Accessibil ity Factor 3: Information Linkage Directory
Techniques
2-1-1 Texas Healthy City
https://www.211texas.org/211/aboutUs.jsp Administrative Links
2-1-1 Santa Clara County Inform San Diego
URL
http://www.healthycity.org/c/cu
http://www.211scc.org/downloads/
http://informsandiego.org/Client/InformSandiego/Links.asp Organizational Links
2-1-1 Texas
https://www.211texas.org/211/links.jsp
Inform San Diego
Service Capacity Links
Arizona 2-1-1
Informational Links
http://informsandiego.org/WebInform/ResourceDatabase/SearchEngine/Focus/ FocusTopicResults.asp?FocusTopicID=12 http://www.az211.gov/index.php?option=content&task=view&id=56
Y R A M M U S
http://az211.gov/default.php
http://www.az211.gov/index.php?option=com_frontpage&Itemid=1 S E C I D N E P P A
!
Arizona 2-1-1 Emergency Management Links
Inform San Diego
http://az211.gov/default.php
http://informsandiego.org/Client/InformSandiego/Links.asp
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S E C I D N E P P A
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Integer Research & Consulting, LLC
Biographical and Corporate Summaries
Integer Research & Consulting, LLC Based in Chicago, Integer has led engagements for nonprofit, corporate, and government clients in strategic business and information systems planning. Integer currently focuses on original research and strategic consulting in the area of Human Service Information Delivery Delivery (HSID). The firm provides customized consulting services services to government and nonprofit clients clients that are defining strategies and best practices in HSID. Mark H. Neuffer, President After graduating magna cum laude from Yale Yale University with a B.A. in English, Mark Neuffer worked in the financial services industry as an office automation analyst and director. director. At a leading
computer manufacturer, manufacturer, he supported business, legal, medical, and government organizations in professional productivity applications. As a management consultant, he led engagements in the manufacturing, publishing and financial services industries and in t he nonprofit and government sectors. After receiving a Master’s degree from the University of Chicago’s Chicago’s School of Social Service Administration, Neuffer conducted conducted special projects for the School's leaders and senior faculty. faculty. He led projects funded by the John D. and and Catherine T. T. MacArthur Foundation to survey survey community resources in Chicago’s MidSouth area and to publish an electronic directory of human services. His work pioneered methods of surveying, acquiring, compiling, and using community resource data.
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S E C I D N E P P A
Integer Research & Consulting, LLC
Research Reports and Seminars
Building Better Community Information A final report to the John D. and Catherine T. T. MacArthur Foundation on the Chicago MidSouth Directory Project. The report reviews project findings and envisions how better community service information can be provided to Chicago’s residents. Rethinking Human Service Service Information: An Invitation to Discussion
Integer's research has revealed fundamental deficiencies in publicly ‐available human service information with an important bearing on America's capacity to respond effectively to human needs. To address these problems, there must be a fundamental rethinking of human service information. The paper proposes a design framework—a conceptual architecture—for human service information for providing a comprehensive and unified view of human service information. "Ten-City Scan"TM Version 1.0 of this proprietary report, over 120 pages in length, was completed in December, December, 2007.
The report contains over 140 URLs of web pages reviewed in the study, including a number of "good practices" in human service service information delivery. delivery. Findings of the report are presented to participants who enroll in a fee-based seminar.
!
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Integer Research & Consulting, LLC
Contact Information
N O I T C U D O R T N I Y G O L O D O H T E M S E T I S B E W Y T I C S E I R O T C E R I D
Integer Research Research & Consulting, LLC Mark Neuffer, President Chicago, IL 60606 Telephone 312-504-1067
[email protected]
Y R A M M U S
S E C I D N E P P A
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Acknowledgements
Acknowledgements
The "Ten-City Scan" TM was conducted and documented over the months of April December, 2007. Many thanks to those whose whose support sustained the effort and whose insight sharpened the study's focus: James H. Bruhl Robert Gramillano
S E T I S B E W Y T I C
Mark Hellmann Bill Kennedy Peter Freeman
S E I R O T C E R I D
George Lakehomer Ray Rund
Y R A M M U S
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