Privileged to be working with Peter Manzo, President of United Ways of California, and his nine 211 Contact Centers, as they embrace the digital transformation of their teams and technology helping over 1 million client contacts a year. Since starting with Pete and his team last July, we’ve made great headway in framing a modern data architecture for United Ways of CA 211’s, to allow better automation of Closed Loop Referrals in 26 Counties in CA. Now, we’re moving ahead with the modernization of the Call Flows with AWS Connect – one front door to get to Agents, and Data Flows that then flow to over 1,000 smaller charities. We’ve got a lot to do. But we are making progress. Social Care data on clients needing all sorts of support, is so fractured across siloed County departments and hundreds of small CBO’s working in even one county. United Ways of CA is one of the FEW entities of scale in CA, who can better build a “Modern Data View” on the client journey, to spot areas where more care can be delivered. They’re a critical intermediary of high value, with over a hundred CA program managers across their local United Ways, who can pull this off. With imminent government cutbacks, NPO effectiveness is going to be even more needed. All thanks to foundational work in Orange County by Elizabeth Andrade, Christopher Ticknor, Rose Buenaventura, Michael Cornew and in Monterey County by Joshua Madfis & Kalyssa King. Plus Scott Knaub and Zuleima Flores-Abid at United Ways of California. Applause to Tom Farquhar and Shane Cronin at Software One. At AWS, thank you Carmen Perry, Veena Chandran and Leslee Martin, MBA. A mission purpose I love helping on. Join me. If you want to help the team, bring your volunteer talent of your High Tech company & your dollars to United Ways of California DXF collaborative. Please donate here: https://unitedwaysca.org/donations/support-innovative-care. Learn more about McCann Advisory here: www.McCann-Advisory.com.
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