Frequently Asked Questions

What is Integrated Case Management?

Integrated Case Management was a long-overdue technical upgrade to support the efficient delivery of services vital to thousands of British Columbians, including:

  • The BC Employment and Assistance Program
  • The Employment Program of British Columbia
  • Bus Pass program
  • Senior’s Supplement
  • The Child Care Subsidy Program
  • Medical Benefits
  • The Autism Program
  • Child and Family Services (Child Protection)

ICM provides a modern technology platform and tools for workers in the Ministries of Social Development and Social Innovation (SDSI) and Children and Family Development (MCFD). The ICM system was  implemented over five years.

Who is using the Integrated Case Management system?

Staff at the ministries of Social Development and Social Innovation, and Children and Family Development, are using the Integrated Case Management (ICM) system. These two ministries together spend more than $3.8 billion a year on key social programs.

What’s the status of ICM implementation?

ICM is fully implemented.

Phase 1 of ICM launched in November 2010. The Ministry of Children and Family Development came online with Phase 2 in April 2012. On March 4, 2013, ICM Phase 3 rolled out. The final phase was implemented on November 24, 2014.

How can you ensure that personal information is protected under the system?

ICM must comply with privacy policies and provide an increased level of protection for personal information.

ICM captures information from outside agencies, such as non-profit organizations. Service providers sign contracts that outline information-sharing, privacy and security in accordance with provincial and federal legislation.

Staff and service providers only have access to information that is necessary for a specific purpose to allow them to do their jobs and deliver services. They do not have wide-open access to all information in ICM. As well, there is an internal audit system that records access and can issue an alert if there’s an attempt at unauthorized access to restricted records.

Maintaining the highest standards and protection of people’s privacy has been paramount from the very beginning of developing this new system. That is why the ICM project team conducts regular reviews with the B.C. government’s central privacy office and Privacy Commissioner’s staff to ensure that privacy and security objectives are incorporated into the design and implementation of the solution.

Privacy impact assessments were completed in advance of Phase 1, Phase 2, Phase 3 and the final phase deployment; all were reviewed by the Office of the Information and Privacy Commissioner and are available on the Privacy page. Ongoing consultation with the Office of the Chief Information Officer and the Information and Privacy Commissioner continued throughout the project to ensure that people’s personal information is kept confidential and secure in ICM.

How much information do individuals need to disclose under the ICM system?

People who receive government services continue to provide information related to the specific services they are being provided in accordance with the associated legislation and policy.

ICM enables information to be shared subject to consistent privacy rules, more securely and efficiently and minimizing the use of fax, phone or hardcopy to gather information.

This is extremely important when it comes to sharing crucial information between authorized parties – so British Columbians who need government services and assistance are getting what they need when they need it.

Find out more about personal information and ICM in this brochure PDF.

What is the reliability rate of the ICM system?

Since the launch of Phase 2 in April 2012, the ICM system has been available and functioning for the benefit of British Columbians over 99 per cent of the time.

What was the process for selecting the software package you are using?

The underlying software product is from Oracle/Siebel and is used worldwide in both the public and private sectors. Oracle/Siebel case management software was selected through a Request for Proposals (RFP) process in March 2008.

Proposals were evaluated based on the evaluation criteria set out in the RFP, including:

  • Demonstrated experience in implementing similar projects in the social services sector
  • Corporate capacity and long-term financial stability
  • Product and service demonstrations
  • Value for money.

The evaluation team included representatives from the Ministries of Social Development and Social Innovation, Children and Family Development, Technology, Innovation and Citizens’ Services, the government’s Strategic Acquisitions and Technology Procurement group, as well as technical and business subject-matter experts.

The RFP followed a notice to vendors and information sessions with potential vendors to enhance the ministries’ knowledge of available software applications.

Did you involve front-line staff in the development of ICM?

Several hundred front-line staff and subject-matter experts from across both ministries have been involved in the design, development, testing and training of ICM from the beginning.

The ministries' staff continue to work diligently to address issues as they arise and make adjustments as needed to best support staff, as well as the individuals and families we serve.

Have you implemented the recommendations made in the Office of the Auditor General’s audit of ICM?

We would like to thank the Auditor General for reviewing access controls and data quality in the Integrated Case Management (ICM) system.

We take very seriously the importance of privacy, security and data quality, and are committed to ensuring ongoing due diligence in this regard.  We have reviewed the Auditor General`s findings and recommendations in detail and have taken prompt and appropriate action in addressing them where appropriate.

The ministry’s response to each of the Auditor General’s eight recommendations is contained within the Auditor General’s audit report.

What was the final budget of ICM?

The approved capital budget for ICM was $181.8 million, and the total spent for ICM was $181.6 million.

The ICM project followed government core policy around accounting treatment with respect to capital budget versus operating budget. Costs related to building the ICM system have been capitalized according to core policy. The main costs categories were vendor contract costs, project staff, and software and tools. As with most other large government IM/IT projects, the capital funding for ICM was separately funded, tracked and reported to Treasury Board.

Changes to the ICM system for new policy changes were capitalized but were not considered part of the ICM capital project. This is because they were not included in the original approved ICM project scope, and the costs would have been incurred regardless of what system was being used (ICM or legacy system).

Operating costs included ministry staff participating on an ‘as and when needed’ basis for design, testing, training and change management activities. Per government core policy, these costs were not capitalized. Operating costs were expensed within ministry program budgets and not separately funded.  As a result, these costs were not tracked separately.

Over the five year project, what functionality has been moved into the ICM system?

Since 2010, the majority of day-to-day case management functionality for MCFD and SDSI has been moved into ICM.

Front-line services at MCFD

  • End to end child protection, including child protection response and a structured decision-making tool
    • Intake and assessment
    • Date the child was last seen by the social worker
  • Case management
  • Case documentation, including case notes and case recordings
  • Structured decision-making tools
  • The capacity to track children and youth
  • Case planning information, including transition planning
  • Priority response
  • Enhanced tracking of children and youth eligibility information

Front-line services at SDSI

  • Electronic funds transfer
  • Case management
  • Clients and service providers
  • Bulk payment option for service providers
  • System supports for the SDSI service delivery redesign
  • Case contact and service provider information
  • Improved assisted eligibility processes
  • Implementation of the new eligibility rules for programs such as Medical Services, funeral supplements, hardship deductions and income exceptions
  • Forms, correspondence and report functionality were added
  • Updated activity plans that support streamlined business processes