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Automated welfare client-tracking and service integration : the case of Riverville

Abstract

This report describes the impacts of an automated client-tracking system on the clients, case-workers, admistrators, and operations of the welfare agencies that use it. It illustrates how these impacts are joint products of both the technical features of the computer-based system and of the organizational demands placed upon different agencies, administrators, and case-workers. In addition, it shows that the major impacts of this system were to enhance the administrative attractiveness of the using agencies in the eyes of funders rather than to simply increase their internal administrative efficiencies. It is based on a case study of such a system that is currently operating in a medium sized American city.

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