Policy and Practice | October 2022

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brings multiple health, human, social, and clinical data together into a single patient-centered data model and is surfaced to caseworkers via a user experience designed with human-centered design principles. It de-duplicates data, reduces time-to service, auto-assigns cases based on priority, provides alerting and notifica tions, and allows for multidisciplinary care teams to work more efficiently and effectively together. Leveraging cloud-based interoper ability fabric and surfacing mastered records into reporting and analytic dashboards allow users to review key performance indicators, program par ticipation, and other cross-program information based on source system data and operational data from client, provider, and caseworker portals. This allows users to improve outreach strategies, help reduce duplication of services, and increase capacity to provide services. The Takeaway The IBM Virtual Enterprise Blueprint provides the building blocks to accelerate state govern ment complex planning to implement an integrated H/HS ecosystem that enables digital connectivity, data sharing, platform technology architec tures built on open standards, secured systems, and software-defined networks. The Virtual Enterprise makes ecosystems the heart of its strategy to enhance innovation, make markets, and enhance capabilities. It requires leadership to have a clear vision of the growth potential that comes from creating strategic col laboration to orchestrate extended business platforms across ecosystems. Substantial world issues—from health, climate, and food security to inequality—are now being targeted by growing partnerships and ecosystems. We see Virtual Enterprise strategies as shaping new transformative platforms and enterprises to take advantage of all those who wish or need to connect with the intent to create value and enhance innovation.

and Excelsior Pass Plus, these digital credentials are used by New York State residents to show proof of lab results or vaccination, if required, in accordance with changing public health physical distancing and safety guidelines. More than 10 million credentials have been downloaded across 12 languages, and over 3 million digital wallets have been downloaded. This project validated the use of emerging digital tools to enable inno vative ways for public H/HS agencies to engage with customers and provide them with secure access to their own personal health information. The success of mobile-enabled digital cre dentials accelerates modernization of customer engagement modalities by putting data in the hands of residents, and paves the way for greater trust, empathy, and equity across the H/HS enterprise. 6. Resilience Through Open Secure Hybrid Cloud and Networks The Virtual Enterprise takes full advantage of the flexibility and nimbleness promised by hybrid cloud architectures. It enables the openness of the enterprise to connect with business partners as well as to access the full potential of leading open tech nologies that drive innovation with the underpinnings of security. Case Example: Orange County Interdepartmental Collaboration Through Hybrid Cloud Orange County, CA, is the sixth largest in the nation with a population of more than 3 million people and is com prised of 24 departments and 18,000 employees. With a 2019 point-in-time count of 6,860 homeless individuals, the county identified the need to “break down silos of service” and strengthen care coordination throughout five systems that touch on individual care: Behavioral Health, Health Care, Housing, Benefits and Supportive Services, and Community Corrections. IBM implemented the IBMConnect360 product, which

Case Example: Sonoma County ACCESS—Enabling Multidisciplinary Teams for Whole-Person Care During the 2017 Sonoma County wildfires, there was a need to rapidly place individuals in danger into county shelters. Cohorts of individuals included high-service users, including those impacted by the 2019 Sonoma wildfires and expanded to homeless individuals during the COVID-19 pandemic. IBM worked with Sonoma County to form a multidisciplinary team (MDT) business process and establish a collaborative network across departments, service providers, and health care organizations. IBM Design Thinking principles and an iterative development method were leveraged to enable the MDT with a technology solution referred to as ACCESS Sonoma. Leveraging our IBMConnect360 interoperability platform, ACCESS forms an integrated data hub populated with data from six source system repositories: behavioral health, drugs and alcohol, substance use disorder, CalWIN, probation, justice, and housing. In less than four months, MDT care teams were able to view and provide holistic services for more than 91,000 people. 5. Inclusive Human Technology Partnerships to Enhance Culture The Virtual Enterprise embraces the new tools and ways of working that have become the norm during the pandemic. It takes advantage of the accelerated reset of human-technology interfaces, including digital channels to customers and seamless virtual working across processes. Case Example: State of New York Digital Credentials—Modern Technologies Leapfrogging Customer Engagement Modalities At the height of the pandemic, IBM was engaged by the State of New York to deliver digital, secure, privacy protected verifiable credentials that could be easily accessed and used by residents. Called the Excelsior Pass

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