The appeal of services integration has never been greater. Facing a delivery environment in human and social services that is growing ever more complex, public sector leaders around the world are embracing integrated delivery models to achieve both better outcomes for citizens and operating efficiencies – now and for the future.
Ensuring that citizens have a basic level of economic and social security is a key responsibility for governments across the globe. Trends such as aging population, growing sovereign debt, and high unemployment rates are placing ever-greater strain on services. But many support systems have not evolved to cope with the complexity of people’s needs. In particular, an increasing number of citizens experience interrelated difficulties that cross-traditional program lines.
So, why integrate service delivery models?
From an operational perspective:
From a client perspective:
Since the expansion of social support systems in many advanced economies in the twentieth century – and the accompanying professionalism and specialization of service provision – there have been enduring concerns over fragmentation. Factors driving integration today are responding to a broad range of drivers, some old and some new.
Alongside widespread austerity measures, there are a range of popular policy initiatives that are impacting the way services integration is unfolding.
Not only are more governments looking to enhance integration in the human and social services, but those early-innovator governments that began this journey a decade or more ago have embarked on new and more ambitious reform agendas. There are five key trends informing where the integration agenda is heading: