Outcomes The specialist organisation engaged to design and administer an outcomes and quality-monitoring framework. This Commissioning + Ongoing operation Measurement Provider includes: Analytics and evaluation survey. Tools to implement the benefit management framework and to assess and monitor ICSS outcomes. Benefit management. Assisting in the measurement and management of how the ICSS will deliver its benefits. Delivery support providers will be engaged to support implementation and ongoing service improvement. Infrastructure To support the ongoing operation of the ICSS, four organisations are required to provide the following infrastructure: Organisation Carer Gateway regional Category Description Digital Counselling Online Peer Support Coaching Service DSS delivery partners Service Provider Service Provider (Online) Provider (RDPs) A national 1800 number accessible to - - - - members of the public A system to calls to a national 1800 - - - - Telephony number based on the geographic location of the caller A system to manage incoming calls and - - - integrated with a Client Relationship Management system Laptops and/or mobile devices to support a - - - mobile workforce Digital Counselling website - Online peer support forum - Carer Coaching website - - Website an online access point for carers – linked to, and in same look linked to, and in same look linked to, and in same look www.carergateway.gov.au Information and feel of and feel of and feel of Technology www.carergateway.gov.au www.carergateway.gov.au www.carergateway.gov.au CRM an IT system to support the capture, – - - retention and reporting of an organisation’s interactions with its clients The Data Exchange (DEX) to support the - - - - collection and visualisation of data from multiple organisations
Outcomes Measurement Provider The specialist organisation engaged to design and administer an outcomes and quality-monitoring framework. This includes: Analytics and evaluation survey. Tools to implement the benefit management framework and to assess and monitor ICSS outcomes. Benefit management. Assisting in the measurement and management of how the ICSS will deliver its benefits. Commissioning + Ongoing operation Delivery support providers will be engaged to support implementation and ongoing service improvement. Infrastructure To support the ongoing operation of the ICSS, four organisations are required to provide the following infrastructure: Category Description Organisation DSS Carer Gateway regional delivery partners (RDPs) Digital Counselling Service Provider Online Peer Support Service Provider Coaching Service (Online) Provider Telephony A national 1800 number accessible to members of the public - - - - A system to calls to a national 1800 number based on the geographic location of the caller - - - - A system to manage incoming calls and integrated with a Client Relationship Management system - - - Information Technology Laptops and/or mobile devices to support a mobile workforce - - - Website – an online access point for carers www.carergateway.gov.au - Digital Counselling website - linked to, and in same look and feel of www.carergateway.gov.au Online peer support forum - linked to, and in same look and feel of www.carergateway.gov.au Carer Coaching website - linked to, and in same look and feel of www.carergateway.gov.au CRM – an IT system to support the capture, retention and reporting of an organisation’s interactions with its clients - - The Data Exchange (DEX) to support the collection and visualisation of data from multiple organisations - - - -
amended-icss-service-blueprint-version-13-accessible-version.docx