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In this issue:
HSNet web site | ServiceLink Data Collection Forms | CMS Information

The HSNet Team

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There are seven full-time, permanent staff in the Human Services Network (HSNet) team, working with both government and non-government organisations to provide work tools to assist with information gathering and exchange across a diverse sector.  We ensure information provided on the web site is relevant and useful to the sector.

It is worth remembering that the HSNet web site is FREE to all government and non-government staff working in the human services sector.  Just login to www.hsnet.nsw.gov.au and click on the Register Here link to request membership to the site.


HSNet User Satisfaction Survey Results

The first HSNet User Satisfaction Survey was sent to all HSNet members on 30 August and closed on 13 September 2006.  This was the first time HSNet was able to survey all of its members in the five years since it began operations.
 
Sixty-one percent of respondents were staff from non-government organisations (NGOs) while 39% of respondents work in NSW Government agencies.
The products and services of which respondents are more aware are:
  • HSNet groups (where users can publish documents and participate in discussion forums) - 63%
  • HSNet discussion forums - 54%
  • ServiceLink, the statewide human services directory - 52%

We learnt that access to regional service directories via HSNet and ServiceLink were the most important service lines, which is very helpful to us in working out how to make the service directory more useful and relevant.

Respondents also conveyed that the overall service delivery provided by the Human Services Network has improved over the past 12 months.

Many strengths and weaknesses were reported and we can now pinpoint areas where we can improve the services we provide.  Several comments highlighted the enormous potential of HSNet and ServiceLink to enhance service delivery in the long term.
 
With regard to weaknesses, we learnt that one bad experience, even if it was a long time ago and before the current staff were appointed, can taint users' perception of the overall quality of service delivery for some time.  This is an important lesson for all staff in client service roles - always provide good service and your organisation's good reputation is maintained.

Information about Client Management Systems (CMS)

A CMS is an electronic system, which holds details of clients for reference and to aid in case-management.  Most Non-Government Organisations (NGOs) providing human services have a system in place to hold information about clients and services.  Such a system may be a manual file, Word or Excel PC application or a fully computerised PC or web application.

The Human Services Network issued a 'Request for Tender' to the IT industry to create software and protocols to be used by NGOs to manage their client records. Following the tendering and evaluation process suppliers were selected for consideration and they were then allowed 120 days to demonstrate an interface to the online human services directory (ServiceLink) available on the HSNet web site.

The HSNet Team and the Council of Social Service NSW (NCOSS) provided a subsidy to approved NGOs to subsidise the purchase of a CMS.

NGOs with a HSNet CMS Subsidy must purchase a CMS from a compliant and contracted vendor. There are currently three systems on contract.
NGOs who did not receive a HSNet CMS Subsidy can purchase from any vendor whether on contract or not.

Refer to the HSNet public web site Client Management Systems for NGOs page for information about:

  • CMS vendors both on contract and who are nearing contract completion
  • Background information about the CMS' and the Subsidy
  • A Guide to choosing, costing and implementing a CMS
  • Frequently Asked Questions.

Group email notifications

 As a member of a group you have the option to receive an automatic email alert when new information is posted in the Group Discussion Forum, Events or Document section of the group you are a member of.  Once the facility is turned on you will receive an email notification to the email you specified when joining HSNet (if your email address has changed or you would like to check your email address please contact the HSNet Team via email or telephone 02 9228 4200).
The email notification will then prompt the member to login to HSNet and view the information.

Group members have the option to turn on and turn off this facility at any time.  The email facility is automatically turned on for Group Managers.
Please note: As a group member you must turn this facility on, it is not an automatic setting (automatic setting for Group Managers only), as some members do not wish to receive email alerts.

To turn the facility on and off, open the group you are a member of and click on the Group Email sub-menu, click on the Subscribe button to receive email alerts or Unsubscribe to cancel receiving the email alerts for that group.


Restricted HSNet Group access for clients not in the human services sector

HSNet now allows information to be shared (in a restricted environment) securely with staff from human service agencies and clients/organisations that are part of a funded government program or who work on projects with human service agencies.

From an existing group (or a new group created by the HSNet team) the HSNet team can assign restricted access to these clients so they can view and exchange information through the Group Discussion Forum, Events and the Document Posting .  These members will be provided with a restricted view to the HSNet site and will only have access to the one designated group to assist with information exchange in regards to their relevant program/project.

This new facility will be a huge benefit to various support groups such as carer and peer support and will allow for consumer participation in existing interagency groups.

If you are a current member of HSNet and would like to know more about the Restricted Group facility please contact the HSNet team on 02 9228 4200 or email hsnet@hsnet.nsw.gov.au


 Warranty on computer equipment distributed to NGOs as part of the BSDP

The Human Services Network (HSNet) is forwarding information from ASI Solutions Pty Ltd (ASI) about the warranty on computer equipment distributed as part of the Better Service Delivery Program (BSDP). By forwarding this information, we hope to keep organisations fully informed about the technical support available for their computer equipment.

 

In sending this information, HSNet is in no way endorsing ASI products and services, commercial interests or promotions. Organisations can freely choose to purchase other technical support products from other technical suppliers if they wish.

 

Originally the computer equipment supplied by ASI had an On-Site Warranty of three years - Next day on-site warranty (where the recipient is located within 50 kilometres of an ASI agent).

 

The computer equipment consisted of a desktop personal computer, monitor, mouse and keyboard.  Please note that warranty on the computer equipment will expire this year.

 

HSNet recommends that you check the warranty on your computer equipment as soon as possible and, if you wish, take action to purchase additional support either from your chosen technical support supplier or ASI before the warranty elapses.

 

The following web page http://www.asi.com.au/public/content/ViewCategory.aspx?id=278 contains instructions on how to check your computer equipment warranty and the options available should you wish to upgrade the warranty coverage or computer equipment through ASI.

 

If you have further questions related to warranty coverage, or if you wish to upgrade your technical support with ASI, please contact the following ASI representative(s):

  

David Wihardja

Business Development Manager                                        

Phone: 02 9384 8076                                   

Email: dwihardja@asi.com.au                              

 

or

 

James Sharman

SMB Account Manager

Phone: 02 9384 8028                        

Email: jsharman@asi.com.au


 HSNet Team Christmas Leave

Due to the Christmas period the HSNet team and Service Desk will be unavailable from 25 December - 29 December 2006.

There will be skeleton staff available from 2 January - 5 January 2007 with normal services resuming on 8 January 2007.


HSNet Team contact details

Human Services Network
Level 3, Bligh House
4-6 Bligh Street
SYDNEY NSW 2000

Telephone: 02 9228 4200
Fax: 02 9228 3024
Email: hsnet@hsnet.nsw.gov.au 
OR for any ServiceLink enquiries please email servicelink.content@hsnet.nsw.gov.au


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This email was sent by Human Services Network, Human Services Network, Level 15, Governer Macquarie Tower, 1 Farrer Place, Sydney NSW 2000