New Zealand CMS case studies

Infoxchange New Zealand has been working on a project to help small-to-medium not-profit social service providers choose a case management system. When we refer to ‘case management system’ we mean a system that is used by social service providers to deliver services to clients such as intake, case management, counselling, respite, workload management and outcomes measurement. These systems can also be called client or whānau information management systems, case management systems, CRMs, service delivery systems and the like.

We have held in-depth interviews with organisations about how they chose their existing system. We’ve found out where they started from, what they hoped for from a new system, how they went about choosing a system, the challenges they faced, the benefits they’ve reaped, and what they might do differently in future.

We’ve taken the results of each of those interviews and written them up into case studies: we will publish them on this page as each is finalised.

We hope these investigations will help put your organisation on the path to choosing a client case management system which fits your needs, helps your staff spend more time working directly with your clients and aids you measure and improve the impact you have in your community.

Te Hauora o Ngati Haua is a charitable trust, established in 1999 to support the health and well-being of the communities and people of Ngati Haua by providing health, disability and Rongoā Māori services. They have ten full-time and three part-time staff and served 970 whānau clients last financial year. They have adopted Penelope to help them make a difference for their community. Read the case study here 

Methodist Mission Southern provides a wide range of community services supporting Otago and Southland. This includes Next Step Training, Arahina Family Support Centre, community and social services, Little Citizens Early Learning Centre and the Early Years Hub. They have 100+ staff and more than 500 social services clients. They are using Exess to support their community and social services work. Read the case study here 

Odyssey House Trust Christchurch provides therapeutic support and education to clients with drug and alcohol addictions through a number of alcohol and other drug related services including adult and youth residential and day programs, assessment and outreach services, support and driving change groups. They have 45 staff and more than 350 clients. They are using Paua to support this work. Read the case study here 

Youthline Auckland provides services to the youth of the region including phone counselling, youth workers, counselling, mentoring, early intervention, training, seminars and programs, research and policy development. As digital use continues to grow it is becoming one of the primary connection methods for Youthline Auckland. Youthline has 110 staff and 30,000 clients, with workers in the field using mobile devices as well as staff in the office. They are using Microsoft Dynamics CRM to support their social services work. Read the case study here 

Ten years away from its centenary, Cholmondeley is a registered charity that has provided emergency and short-term respite care for over 25,000 children. Overlooking Governor’s Bay, a brand new, bespoke facility serves as a safe haven for the holistic care and education program offered to groups of up to 20 children, aged three to twelve. The objective is to “develop well-being and resilience in the children”. In addition, a remodelled residential parenting program will restart after being in abeyance for the past three years. Uniquely, these services can be accessed directly by the community or through other service providers. Cholmondeley have 24 staff and work with 350–450 children annually. They are using FileVision Health to support their work with children. Read the case study here 

Progress to Health supports people living with mental health, other disabilities, long-term health conditions or very high needs. They also support young people living with a disability as they transition from school into higher education or employment. The main location is Hamilton with services delivered throughout the Waikato region, Taranaki and Taupo. Progress to Health use Recordbase to help achieve its vision of “communities without barriers”. Read the case study here

We also completed one additional case study where the system and the organisation have not been identified. The organisation discussed in this case study provides services to an ethnic minority group, including social services and community activities to support and encourage women and children, and had some challenges with the implementation of their client and case management system. Read the case study here