Publications from ODSW Social Insights: Letters by DSW (Vol 2) | Page 162

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3. The third area to raise productivity is about focusing expertise on
service delivery and less on paperwork beyond the documentation of
professional judgement and interventions. Paperwork is crucial for the
purposes of accountability, however, it should be thoughtfully designed
and made efficient. Enabling professionals to devote time on clinical
practice and service will translate to better service to clients.
4. The fourth area where we can raise productivity is by re-visiting and
distilling performance outcomes. By being more deliberate in shifting
towards recognising outcomes that are linked to research findings, we
will shape behaviour and intervention that target change in behaviour,
wellbeing and outcome for clients. This requires a refreshed evaluation
of programmes and services drawing on what works in practice within
resource constraints and consistency in implementation.
5. The fifth area that warrants attention is in tapping into mobile technology
and application for service delivery and doing away with some steps in
processes. In some areas, the shift to mobile technology, be it reminders
of appointments and commitment or completion of tasks and responses,
can save time, raise completion rates and increase the fulfillment of
criteria or condition. For a manpower intensive industry, the potential of
this technology can help services to leap frog in service delivery design.

Food for thought
I will end with one of my favourite quotes. “I like a teacher who gives you
something to take home to think about besides homework” by Lily Tomlin
as “Edith Ann”. As leaders, we are called and committed to support teams,
build collaborations, manage outcomes and produce quality improvements
and raise productivity. We do this in our local context in a very tight labour
market with fresh inflow of young, mid-career and diversely-skilled manpower
into the social service sector. Our challenge is to stay focused on what the
people we serve need and require of us to make their lives better, be it in
protecting them, giving them hope or helping them to reach their potential.

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