SSIS Digital Experience Early Findings

The Transformation team is thankful for those who have been able to participate in our data gathering opportunities. We continue to learn more about the SSIS user experience and look forward to providing more opportunities for feedback.

Below is a summary of our engagement process so far and what we have learned.

Quick Facts

Primary and Secondary data gathering methods to date:

SSIS end-user digital experience interviews
Mobile needs end-user survey
Mobile contact activity tracking and time entry tool prototype reviews with case workers

Agency workers challenges and insights so far

System performance and reliability

Slow and cumbersome system interface
Frequent technical issues and low system reliability

Data entry and workflow efficiency

Poor accuracy and unnecessary data entry/duplication across various worker roles
Cumbersome case management regarding access to the most relevant information across worker roles
Workload requirements for case noting and time tracking across the various worker roles

Lack of intelligent system features

Lack of pro-active, useful alerts and reminders across worker roles to indicate when specific work is due

Mobile access limitations

Lack of mobile tools access and flexibility for workers who spend the majority of their time with families and away from their computers

Training and support gaps

SSIS training and support gaps across the various worker roles

Data access and integration issues

The necessity to access case data found across multiple, separate state and local data systems

Digital experience questions and themes

Questions asked about mobile usage, usability of SSIS, how individuals access information and their level of satisfaction.

The following themes came back as topics of importance:

1. Usability & efficiency of SSIS

2. Mobile access & field use

3. Voice-to-text & automation

4. Connectivity issues

5. Device concerns

6. Time-saving features

7. Data entry workflow

Early findings summary

Shared technical challenges, role-specific impacts
While technical challenges with SSIS are widely shared across agencies, the user interface (UI) impacts workers differently based on their roles. Despite these differences, all users face efficiency barriers in case data entry and management.

One-size-fits-all interface creates confusion
Currently, SSIS uses a one-size-fits-all approach to data entry screens. This results in confusion, errors, and misalignment, as screens and fields are not tailored to the unique needs of different case worker roles.

Need for role-based customization
Customizing the SSIS UI by worker role would significantly improve efficiency. Role-based customization would reduce redundancy, lower administrative burden, minimize confusion, and decrease the number of clicks needed to complete tasks. The time saved could be redirected to critical family casework.

Research needed to guide modernization
To support these improvements, further research is needed to understand the specific data entry and management needs of individual worker roles. These insights should guide ongoing SSIS UX/UI modernization efforts to enhance efficiency for both state and local agency partners.

Contact activity and time tracking mobile-ready tool

Primary users: Field-based caseworkers
Data shows that caseworkers who spend most of their time in the field are the primary users for a mobile-ready tool. These workers need a solution that allows them to efficiently enter contact activity notes and time records while away from a desktop or laptop.

Secondary users: Desktop-based workers facing SSIS challenges
Caseworkers who primarily use desktop or laptop computers—and who face the broader SSIS challenges—are secondary users. They would also benefit from a mobile-ready solution adapted for desktop use, offering improved efficiency for contact activity and time entry.

Words that shape design

Input from case workers who participated in the feedback opportunities held to date:

Need for mobile access in the field

“Right now I am unable to do notes into SSIS in the field. It is not convenient.”
“Being able to access SSIS in the field from phone would be great!!”
“SSIS is the ONLY reason I need a laptop. Everything else I do I can do from my cell phone. It is one of the biggest annoyances of my job! When I am supervising visits for families, being able to capture the information as it is happening would save me time, would be more efficient, and would result in more comprehensive notes.”
“This [mobile-ready] option would be valuable so the contact can be entered in real time which would provide a more detailed/accurate note.”

Frustrations with SSIS performance

“SSIS takes a long time to load, is not very user friendly, and crashes often whether in the office or in the field. If it crashed less often or moved more quickly it would be easier to get notes completed.”
“It is much more important to me that SSIS works, doesn't lag, doesn't take up to 5 minutes to look up an address or get data as SSIS is just spinning.”
“Rural area—we sometimes lose network at times, and some houses also have a loose network.”

Workarounds due to system limitations

“I currently enter notes in Outlook and then move them over to SSIS.”
“I typically type my contact/activity in Word due to SSIS closing unexpectedly and not saving contacts and because SSIS doesn't keep up with my typing speed. It would be helpful if these issues did not exist so that I could work directly in SSIS.”

Suggestions for usability and workflow improvements

“If the process were easier then I would use it. I think that this could be a very useful tool for workers. I think that this could help with workers getting SSIS notes into the system in a more timely manner.”
“It would be nice if SSIS could default to a service based on the workgroup, that could be editable if needed. It would be one less click.”
“Many of the buttons/clicking needed is redundant.”
“Must have easy interface. Click drop-downs and minimal typing is helpful. Common drop-downs populate for the service.”
“User-friendly app, easy to navigate and will allow you to correct errors, as needed.”

Opportunities for innovation

“Mobile connection with voice dictation could be a game changer.”