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Outcome Management

Outcome Management is a user-centric approach for the assessment of programmes that are based on user needs and are designed to achieve change. It is a framework that focuses on the benefits of the programme to the client (outcomes) instead of the inputs and processes of the programme. Outcome management looks at the effectiveness of the programme through the achievement of client successes/changes as the programme’s outcomes. It is a client-centric model, which puts the needs of the clients first.

Implementing outcome management requires planning for a programme with the end in mind. Programme planners should begin with a clear understanding of the customer and community, and the specific changes that are sought for the customers. This will enable the programme to identify critical steps or milestones that clients need to take in order to achieve the specific change in behaviour, knowledge, skills, condition or status.

How did Outcome Management come about?

Client outcome management is a tool to enhance the existing tracking of outcomes in the Programme Evaluation System (PES). PES currently tracks the outputs and initial outcomes for clients as a result of services offered by social service programmes. Introducing client outcome management into PES provides clear benefits to the client as it links programme features directly to the needs of the client.

World Health Organisation Quality of Life Domains (WHO QOL)

NCSS adopted the World Health Organisation Quality of Life domains (WHO QOL) for the setting of intermediate and client outcomes. WHO QOL helps to provide a basis for setting outcomes that are core aspects/needs for an individual’s life.

The WHO QOL concept covers six domains, namely in the areas of physical health, psychological, level of independence, social relations, environment and spirituality/religion/personal beliefs. For the purpose of setting client outcomes, NCSS focused on setting client outcomes in these two broad domains:

 

	Level of Independence
	Social Relations

The above domains encompass the essence of all relevant facets within the original QOL concept, for example physical mobility, opportunities for education and skills enhancement to attain greater independence, psycho-emotional well-being, social-personal relations and community integration, etc.

The instruments or tools established by the WHO to measure some of these areas are health based. As such, NCSS will work with VWOs to find appropriate tools for measurement of social service client outcomes.

 

Life Cycle Approach

NCSS uses a life cycle approach to align client outcomes, where relevant. Adoption of a quality of life approach through stages in the life cycle has the following benefits:

 

	Client centric
	Integration of services for people with disabilities, mental illness, preventive programmes and caregivers support across each stage of the life cycle

 

Outcome Management Framework

Client outcomes were developed for each of the client groups using the following framework:

 

 

Examples of client outcomes and milestones

 

Why is Outcome Management important?

The point of the outcome management framework is to enable an organisation to perform at the highest level possible by providing a focus on the results that an organisation wishes to achieve.

The ability of the agency to state clearly and simply the results of the clients enables the programme and agency to generate interest from the public and hence raise funds for their programme. Based on the clarity and focus achieved, agencies can set priorities for the year that is consistent with results and learning. Agency planning, programme implementation and result achievement are all directly linked with outcome management. Outcome management also helps programmes to generate short, concise and results-focused annual reports.

Training on Outcome Management

NCSS contracted The Rensselaerville Institute (TRI), a US-based non-profit education centre, since May 2005 to conduct a series of workshop training for the social service sector in Singapore, in preparation for client outcome management. TRI has vast experience in developing outcome approaches and has worked with government agencies, foundations and non-profit organisations on more than 500 projects. They have used client outcomes to gauge success and evaluate programme quality.

Milestones in the Outcome Management Journey

Below are some of the major milestones that we have achieved in the client outcome management journey:

 

May 2005	First Outcome Management Training – Introduction to Outcome Management Framework.
Sept 2005	Second Outcome Management Training – Development of client outcomes and milestones.
Nov 2005	NCSS and VWOs developed 1 client outcome and the related milestones for NCSS-funded programmes.
Jan 2006	VWOs started tracking and reporting on achievement of the client outcome and milestones.
Apr 2006	Third Outcome Management Training – Review from pilot implementation for NCSS-funded programmes.
Jul-Dec 2006	NCSS and VWOs developed client outcomes and milestones for other programme areas.
Jan 2007	Fourth Outcome Management Training – Analysis and Use of Outcome Data, Train-the-trainers.
Apr 2007	VWOs track and report all client outcomes that are pertinent to NCSS-funded programmes. NCSS Streamlined the 54 Best Practice Guidelines (BPG) processes to 16 standards areas in the Service Standards Requirements. They are areas that have a direct and/or significant impact on client outcomes.
2008	NCSS held the Inaugural Learning Session on OM for VWOs and Stakeholders
2008 - 2010	NCSS transited all NCSS-funded programmes onto Outcome Funding Agreement (OFA)

 

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