NYS Experience Implementing Mobile Technology for Partner

Background:   The NYSDOH (2015) implemented a technology initiative and distributed Tablets and aircards to 90 partner services (PS) staff statewide, with the goal to improve the efficiency and effectiveness of PS activities.   Tablets would remove paper records allowing for real time data entry, stream live video chats for remote client interviews, and give direct access to visual-aids to enhance field visits.  PS staff had limited knowledge/skills in Tablet use.  Low usage necessitated training to increase PS staff knowledge, skills and comfort.

Methods:  Preparation for training to ensure Tablets were operational, charged, had updated software installed, and Microsoft Accounts set-up.  Training consisted of a half day in person, to increase knowledge and build skills in Tablet functionality.  Webinars about Skype were delivered and recorded. PS guidance and policies were provided to staff to support a “mobile work station” approach. A bureau email log served as a repository for staff questions.  FAQs were addressed and posted on a PS SharePoint site. 

Results:  Ninety pre/post surveys measured PS staff knowledge/skill perceptions in use of tablet applications before and after training. Thirty-nine percent of staff indicated they could not find applications on their tablets; once trained it rose to 90%. Post training, demonstrated a 40% increase in staff’s ability to use aircards.  A three-month follow-up survey will measure knowledge, attitudes, and self-assessment skills of Tablet use. Monthly reports of air card usage monitored from June 2015 will evaluate trends in tablet use.

Conclusions:  Use of technology to increase PS efficiency, productivity and effectiveness cannot be realized until PS staff are trained and comfortable in using Tablets.  Time and effort is required by management staff to support Tablet use by PS staff; assess staff skills, providing training, ongoing technical assistance, creating guidance and policies, and troubleshooting. More evaluation is needed to assess the impact of technology on PS.