Coordinating Services Across Programs to Improve Outcome
At the recent APHSA Summit, the theme "Innovate, Elevate, Lead: The Future of Human Services" highlighted a shared vision for transforming how public programs serve families and individuals. One critical element of that future is the ability to coordinate services across multiple programs. For decades, siloed systems, fragmented processes, and funding limitations have hindered true integration. But now, with the right technology, cross-programmatic collaboration is not only possible—it's necessary.
The Need for Integrated Service Delivery
Clients of Health and Human Services (HHS) programs rarely need support from just one program. Families seeking assistance with food often also need healthcare, child care, housing, or income support. Despite this reality, many HHS programs operate independently, requiring clients to navigate multiple systems, fill out redundant forms, and communicate separately with each agency.
This fragmentation leads to delays, inefficiencies, and frustration for clients and caseworkers alike. It also increases the likelihood of gaps in service delivery, leaving individuals vulnerable during critical moments. Integrated service delivery has long been a goal for agencies, but legacy systems, rigid infrastructure, and departmental silos have slowed progress.
Mobile Now: Meeting the Moment with Practical Innovation
Full-scale modernization of systems is a complex, long-term endeavor. However, that doesn’t mean agencies must wait to take steps toward improved service delivery. Diona’s Mobile Now approach for delivery native mobile technology solutions offers an immediate, scalable way to deliver integrated services, while comprehensive modernization efforts continue behind the scenes.
By leveraging Diona’s mobile systems of engagement, agencies can empower clients to access services across multiple programs from a single, intuitive interface. Diona solutions require minimal upfront investment, support equitable access to benefits, reduce administrative strain on workers, and integrate seamlessly within existing technology ecosystems. Our solutions are specifically designed with integration in mind, supporting a Mobile Now approach for rapid ROI. In today’s funding climate, a Mobile Now approach offers the best path forward for innovation with measurable return.
How Diona Supports Cross-Program Coordination
At Diona, Mobile Now is the foundation of everything we do. We believe that empowering clients and workers with mobile tools is key to making coordinated service delivery a reality, driving impact and efficiency across HHS programs.
Consider, for example, Diona Self Service. When it comes to coordinated service delivery, this system of engagement is a powerful enabler. The app supports integrated eligibility processes, allowing individuals to apply for or recertify benefits across multiple programs—such as SNAP, TANF, and Medicaid—in a single interaction. For instance, a client applying for both SNAP and Medicaid can complete the application and upload all required documentation (one time), eliminating the need to navigate separate portals or fill out overlapping paperwork. Once submitted, the client can monitor the status of the application, receive timely updates, and upload any necessary documentation, all from one central location.
With Diona Self Service, a positive user experience reduces frustration and improves the likelihood of successful program participation. From the agency’s perspective, it streamlines intake processes, reduces duplicative work, and improves the quality of submitted information. While caseworkers have to spend less time chasing paperwork and more time providing meaningful support to families. The result is a more efficient system that better meets the needs of both clients and agency staff.
Coordination is Innovation
Coordinated, cross-programmatic service delivery is not just a logistical improvement—it’s a fundamental shift toward equity and accessibility. When clients can engage with multiple programs through a single platform, barriers to support are broken, promoting equitable access to services. This is particularly important for individuals with limited digital literacy or access to transportation, who may otherwise struggle to complete multiple program applications.
Diona Self Service delivers capabilities that work for everyone: clients, caseworkers, and agencies. It enhances service delivery, reduces administrative burden, and lays the groundwork for full-scale modernization over time.
As the APHSA Summit reminded us, the future of Human Services lies in innovation for program, practice, and technology. Coordinating services across programs with scalable, mobile solutions that can be implemented now is one of the most effective ways to meet that future head-on, with compassion, efficiency, and impact.