sharedrecords » Background

Background

The ServiceLink project was intended primarily to investigate how to research and and develop new knowledge-based services.

Unlike technology prototypes which can be demonstrated in a lab, new services can only be demonstrated in the real world. (Imagine trying to demonstrate and test a new way of teaching without actually interacting with students.)

Our project goals were modest:

identify a social service provider that was facing common challenges
engage the provider in a participatory design process to improve their current work practices
include others in the "service supply chain"

After a broad review of the field and interviews with providers in many different industries, we chose a community-based provider of child and family services.
In conjunction with them we identified simple, secure document sharing as a target area.

Everyone agreed that the paperwork overhead was detracting from their ability to provide services. Better, more timely access to information would not only reduce costs but also improve the quality of care.

In the end, we did demonstrate a system that no one could have imagined upfront. We showed a proof of concept that the service can work in real world situations and radically simplify many steps of their work practice while keeping them in control.

In short, we have shown the potential value of the system to social service providers. We have not yet shown but have strong evidence to support the claim that the ServiceLink / SharedRecords approach can greatly simplify and enable sharing information between providers. Demonstrating this phase requires that we be prepared to support the infrastructure and help it grow to become self-sustaining. (Service providers will not even consider using a system for sharing records unless they have confidence that the system will continue operating. UnaMesa now provides and operates SharedRecords on a sustainable basis.)

We also have not yet shown is whether or not professional services firms can profitably integrate the ServiceLink concept / infrastructure with their existing practices. We do have some initial evidence that the necessary customization can be done efficiently and effectively. Furthermore, the open innovation methodology ensures that this process will become more and more efficient over time.

As a prototype of the open innovation process, this project was a great success. We demonstrated real value for all parties and learned a great deal about what's needed in the service innovation arena and how we can respond to those needs.

This learning served as a basis for establishing the UnaMesa Association.