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The magazine contains the background and cases on the use of the Bosted System. The Bosted System is a piece of software for providers helping people with developmental disabilities. The system supports the daily documentation activities for care providers.
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International
The Bosted System is a socio-educational IT system developed for social institutions internationally.The system supports the daily documentation activities for care providers.
• Frees up time from administrative work for improved care
• User-friendly online system
• Platform for knowledge sharing across professional and geographical borders
Read more about the background and cases on the use of the Bosted System in this magazine.
news
www.bosted.net
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Social workers worldwide have a lot in common. First and foremost they
have been entrusted by others to work with the most disadvantaged
people in society. A social worker’s primary task is to assist, guide,
provide compensatory support and develop potential so that the most
disadvantaged have a life which is worth living – on the street, in their
own home or together with other people with special needs, for example
in public and private care providers.
In a busy and fragmented world, there is a need for tools which support
and document the efforts being done for the disadvantaged, the outcasts
and disabled citizens, and for more than ten years Team Online A/S has
been working with, for example, social educational workers and centre
managers to develop the Bosted System. The result is a system which
is now both market-leading and which sets the standard in Denmark.
The Bosted System has been implemented at 40 per cent of all Danish
social service centres. This corresponds to at least 450 installations
having been done or being done in 2009.
Moreover, the system has been implemented on Malta, and we expect
to be represented in at least ten countries by 2012.
At Team Online we see ourselves as expert developers of digital solutions
for the social field in collaboration with system users. Our aim is to
develop the Bosted System from being the best in Denmark to being
the best IT system for social workers in the world customized to local
and regional requirements and needs. We believe that the challenges
facing individual social workers – in the form of administrative tasks
and supporting social workers' efforts as well as knowledge sharing
among them internationally – are universal, regardless of whether
they work at residential or activity centres for the mentally disabled or
handicapped, sheltered workshops, crisis centres, special schools or day
centres for addicts.
By documenting the efforts being made and creating the necessary
evidence-based knowledge, documentation can help ensure coherence
and create an overview as well as providing political arguments for the
efforts. Moreover, documented knowledge can lead to knowledge sharing
and new initiatives tailored to the particular situation of individual
citizens.
With the Bosted System as a social worker IT tool, the possibility exists
of creating a transnational documentation and knowledge-sharing
platform, which can encourage communication and dialogue among
players in the social field, across national boundaries and for the benefit
of both employees and employers, but also for the benefit of the
individual citizens who are at the receiving end of all these efforts.
Therefore, with this magazine we hope that we can interest you in
learning more about our system and our approach. Because we do
not simply want to sell an IT system to you; we can support your
efforts to focus on the citizen and develop the way in which the
social field works.
Focus on the citizen
Team Online A/S · Edisonsvej 2 · DK 5000 Odense C · Denmark · Telefon + 45 66 17 73 13 · Fax + 45 66 17 73 18
E-mail [email protected] · Web www.TeamOnline.dk www.Bosted.net
Former Minister of Economy and Business Affairs Bendt Bendtsen is in Team Online's Board.
CEO Michael Sandal, Team Online
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4 The Bosted System – covers all everyday needs Case: North Zealand Centre for abusers Case: Home for children with physical and mental disabilities
6 Case: BramdrupdamSuccessful IT in daily life
Social IT raises the status of the profession
8 It started at Lindebjerg10 years with social IT on the agenda More time for care
Case: Sønderparken – Centre for Social psychiatry
10 The welfare stateDenmark and the social services
UN Convention on Disability Rights
Case: Employment services Pilevej
12 Bosted System modulesOne all-inclusive system
14 Case: Richmond Foundation, Malta Denmark on the world map for social workers
16 How to implement the Bosted System: We help you all the way
18 Case: Rendbjerghjemmet User quotes
Content
DigitizationincreaseefficiencyCentre manager, Michael Henriksen, centre for mentally disabled, Assens municipal,
claims that with the digitization of documentation, people with special needs
will experience a higher level of care. The work involved in documenting efforts
becomes more efficient, and quality is improved.
Exportingknowledgeaboutwelfare:The Bosted System is a child of the Danish welfare model and ten years
of user-driven innovation.
Bramdrupdamresidentialcentre,Denmark:
The residential centre got a grip on its
medicine handling thanks to the Bosted
System’s Medicine Handling module.
Modularsystem:The individual care provider starts by
selecting only the modules which it
needs. As new requirements and needs
arise, more modules can be added.
ExperiencesfromRichmond
Foundation,Malta:The implementation of the Bosted System
took place in 2008. The System can be
used to ensure that social workers build
networks and exchange experiences
locally as well as internationally.
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12
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THE BOSTED SYSTEM
The Bosted System is a state-of-the-art IT
tool for social workers, which is easy to use
and which has been developed to cover daily
needs in the way of facilitating documentation
and developing socio-educational initiatives.
The Bosted System is the result of more than
ten years of user-driven innovation within social
IT in Denmark, where Team Online has worked
and continues to work closely with managers,
employees and relatives at the social service
centres, ensuring that the system supports the
daily work routines of social sector services.
Using the Bosted System requires only limited
IT skills and in reality replaces the many hand-
written notes jotted down in notebooks and
long bookshelves full of ring-binders where
daily observations and action plans have so
far accumulated – only to gather dust! For the
employees, the system means that you can
always find the information you need in one
and the same place.
For example, each individual citizen has his
own digital profile card where you can find all
the relevant information and where you can
quickly note your observations in the logbook,
view action plans, information about medicine,
planned activities etc.
Modular systemThe Bosted System is modular. This means
that the individual care provider can choose
to start out with those parts of the system
which are immediately relevant and then
gradually add more modules as and when
needed.
The Bosted System comprises modules for
all typical daily tasks, and the development
work is continuing. Our development philosophy
is that we welcome input, and that our solutions
should benefit all. We rank any suggestions which
we receive in order of priority, and update the
system three times a year to incorporate
new system features – at no additional cost.
Moreover, we are always engaged in major
development projects involving customers and
the authorities. After testing, the results of
these projects are then rolled out and made
available for everybody – at no additional
cost for customers.
The Bosted System is web-based, which
means that you do not need to be in your
own office to use it, but that you can log on,
for example, from another workplace or from
home. All it takes is a PC with a internet
connection.
Simple price structurePayment for the Bosted System is in the
form of a user licence, and a distinction
is made between full-time users, part-time
users and passive users. When the system
is in operation, the licence covers all costs
incidental to the running, support and ongoing
updating of the system.
High level of data securityThe Bosted System is registrered at the Danish
Data Protection Agency. It is a secure system
which complies with all relevant EU legislation
and the strict national data security require-
ments in Denmark. The system itself and all
the data are run on central servers hosted
by Athena Hosting A/S in Denmark. Athena
Hosting A/S specialises in the handling of
sensitive personal data for public as well as
private enterprises.
The Bosted System – covers all daily needs
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THE BOSTED SYSTEM
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CASE: NORTH ZEALAND CENTRE FOR ABUSERS
In control of methadone dispensingDrug addicts undergoing methadone treatment
need to take methadone daily, but few drug
addicts can handle being given methadone
for more than one day at a time. This was a
problem at North Zealand Centre for Abusers,
a rehabilitation centre, because many of the
addicts registered here had to travel considerable
distances to the nearest dispensing centre.
The centre therefore decided to buy a bus
which now drives around to users daily to
dispense methadone according to a schedu-
led route. As part of the trial, North Zealand
Center for abusers also wanted to strengthen
security in connection with the dispensing of
medicines. The aim was to avoid a situation
in which addicts were given the wrong doses
or were able to obtain methadone in different
locations in the course of the same day. The
solution was to introduce the Bosted System
at North Zealand Center for abusers. To cater
to the centre’s special needs, Team Online de-
veloped a Medicine Handling module which,
among other things, makes it possible to send
reminders to addicts in the form of text mes-
sages, to print automatic packaging lists for the
pharmacy and to check that addicts have not
already obtained methadone from other dispen-
sing centres.
CASE: HOME FOR CHILDREN AND YOUNG PEOPLE
Text messaging for shift planning
– The Bosted System is the common
denominator in our communication which
ensures that we gather and register
data and that we are able to share
data with the many different partners
we have in relation to the children,
says Rikke Hansen, the Centre Director
of 3Kløveren in Snekkersten, north of
Copenhagen, which is an care provider
for children and young people with various
degrees of physical and mental disabilities.
The care provider’s staff uses the Bosted System
for internal documentation and knowledge sharing,
but also externally as a dialogue tool with part-
ners and relatives:
– We are in contact on a daily basis with many
partners such as caseworkers, health authorities,
doctors etc. By using the communication possibi-
lities that the system offers and, for example, by
giving access to the system, we can save time co-
pying and sending information to the partners
who, at the same time, can better prepare
for action plan meetings etc., says Rikke
Hansen. She has also taken the initiative
to have a special function developed in
the system which enables the care provi-
der to book temporary employees via text
messaging. The shift planner accesses the
system, selects the relevant temporary employees,
texts enquiries to them and receives answers
via text messaging.
– It is easy for everyone, and it is fast, says
Rikke Hansen, who is very aware of digitization
as a tool for dialogue and communication:
– There is so much that we want and need to
do which also requires that we have both the time
and the requisite tools to do it. By digitization,
we get those tools and, in the long run, I also
believe that it will help free up resources,
enabling us to continue to spend time
on the most important thing: being
together with the children – taking a
walk through the elephant grass in the
sensory garden, the socio-educational
work, points out Rikke Hansen, Centre
Director of Home for children with physical
and mental disabilities.
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CASE: BRAMDRUPDAM
In 2007 the residential
centre Bramdrupdam
Bofællesskaber deci-
ded that the care pro-
vider wanted to be a paperless organisation.
To achieve this, the care provider implemented
the Bosted System’s digital logbook in all its
departments. Today, there is hardly a ring-binder
left in the organisation.
The digitization of both internal and external
communication has also strengthened relations
between managers and employees:
– By spending 10 minutes in the Bosted
System, I get my very own impression of where
things are happening and what has been hap-
pening, says Centre Director Alice Bjørnlund,
adding that digitization has also spurred
creative thinking and initiatives among staff
members.
– Working with documentation in the Bosted
System promotes creativity and has made my
staff think more innovatively. For example, they
come up with suggestions on how various tasks
could be solved to improve quality, explains
Alice Bjørnlund.
Bosted Medicine HandlingBramdrupdam is a residential centre for 44
residents. The care provider caters for mentally
disabled residents in need of special support
due to severe physical disabilities, a strong
need for somatic care and/or a need for nur-
sing assistance. Moreover, the care provider
has a group of mentally disabled residents with
strongly agitated behaviour, serious communi-
cation handicaps or mental illness.
Most of the residents are given one or more
types of medicine every day – and up to four
times a day.
Pernille Holt Sørensen, a social worker,
explains that altogether the residents have 38
different diagnoses requiring treatment, so
medicine plays a big part in their daily routines.
She is delighted that she can use the Bosted
System’s Medicine Handling module to manage
the medicines:
– It is nice that the Bosted System is so relia-
ble. For example, we administer both epilepsy
medicine and p.n. medicine which must be
given in the right doses and at the right times.
Afterwards we can now check that the medicine
has in fact been administered. As regards the
p.n. medicine, we can also quickly see who has
administered what, how many times and when
the resident was last given any, so that we don’t
end up over-medicating residents, says Pernille
Holt Sørensen.
Michael Kjær, Head of Department, agrees
with Pernille Holt Sørensen, pointing out that
more control also makes individual employees
feel more confident.
– The system enables us to focus more on
what we are doing: Are the residents being given
the medicines they need? Should somebody
carry on taking epilepsy medicine if he has not
had an epileptic fit for many years? Have new
and better products been introduced? asks
Michael Kjær.
As director of the care provider, Alice
Bjørnlund is in no doubt whatsoever about the
advantages of the Medicine Handling module
– I am particularly enthusiastic about the
way the system facilitates control and
follow-up. Personally, for example, I often
refer to the list showing the administering of
p.n. medicines. I can see exactly how much
all the residents get, which means that I am
able to keep a much closer eye on every-
thing. In the medicine log, I can also see
how much medicine each resident has been
given and by whom in various periods. This
results in a high level of safety and profes-
sionalism in the handling of medicines, says
Alice Bjørnlund.
Strengthened dialogue with the outside worldThe digital documentation of relevant data on
the administration of medicines also strengt-
hens the dialogue between the residential care
provider and the outside world, for example
the municipal day centre Nordhøj, which
many residents frequent. When staff at the
day centre are informed about changes in the
medication administered by the residential
care provider, it sharpens their attention to
possible changes in the behaviour of users.
– We also have parents who ask whether their
child is not being given a bit too much p.n.
medicine. In such a situation, I can quickly
generate a report to show what their child has
actually been given in the past three months
or in the past year. In this way, we can base
our dialogue on the actual facts, says Alice
Bjørnlund.
Successful IT in daily life
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BOFORMEN SKOVVÆNGET
When citizens need
help from the public
sector, it is important
that the help matches
their needs, and that communications with
those who are to provide the help are simple
and straightforward.
– Citizens are not that interested in know ing
whether the local health board, the department
of family affairs or the disabled services division
is responsible. Therefore, the digitization of
the social sector is extremely important.
Because social IT is the tool which can ensure
that citizens perceive – and receive – a more
coherent and higher quality of social services
and other public services, says Director Ib
Poulsen, Socialt Leder Forum.
Socialt Leder Forum is a nationwide Danish
organisation for managers and middle managers
of residential, social and activity centres for
people with special needs.
Ib Poulsen sees social IT as an important
element when it comes to developing the
social worker profession, but also as a tool
which can make it easier for individual citizens
to gain insight into their own situation and al-
low more transparent case handling. Also, it
will make it easier for the individual to assume
greater responsibility for his or her own situation
as well as strengthening the dialogue between
citizens, the authorities and staff.
– I experience daily how working with social
IT raises the profile of the profession, resulting in
a higher level of professionalism and overview.
The risk of ad hoc solutions is far lower when
the necessary documentation is in place,
which allows you to systematically build up
a picture of the individual resident, says Ib
Poulsen, Socialt Leder Forum.
Social IT raises the status of the profession
Bosted MedicineHandling List of prescriptions
Registration of medicines delivered
Inventory management
Urine sample control
Packing lists
Bosted ForumsRestricted access
Attachment of files
Search function
Marking who has read which entries
WhatissocialIT?Social IT is broadly defined as the digital solutions which are used in the practical work with citizens with special needs.
Bosted NoteOption of sending and receiving messages
with attached files. The message is
displayed as a popup on the receiver’s
display and includes a reply option.
All messages received and sent are
stored under the personal profile of the
employee.
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Ten years ago, a social worker and a former
electrician with a flair for IT met to discuss the
possibility of digitalising the statutory § 111
action plan, which was introduced with the
Danish Act on Social Services (Lov om Social
Service) in 1998.
Since then, the dialogue developed explo-
sively, and in 2008 the technology supplier
Team Online A/S celebrated the 10th anni-
versary, both of its groundbreaking IT tool for
social workers, the Bosted System, and of the
success-ful implementation of the concept of
social IT, which has helped propel the digitization
of the entire social sector.
– When I met Michael Henriksen, Deputy
Director of the Funen-based residential and
activity centre Lindebjerg to discuss the pos-
sibilities for developing an IT system for his
residential centre for the mentally disabled, we
had no idea how far we would be able to go
together. Today, Lindebjerg is totally digitalised,
and Team Online has 34 employees. The re-
sult of our brainstorm, the Bosted System, is
now the most widely used socio-educational
IT system for social workers in Denmark, and
Team Online A/S is now fast penetrating the
European market, says CEO Michael Sandal,
Team Online A/S.
From idea to businessThe start of the Bosted System was just a
thought, a persistent, enduring idea of using
modern computers as an efficient tool for do-
cumenting social workers' activities. Towards
the end of the 1990s, the man behind the
idea, the social worker Michael Henriksen,
had just been appointed deputy director of
the residential and activity centre Lindebjerg,
with a not-quite-finished degree in engineering
behind him.
Michael Henriksen’s thoughts about hand-
ling documentation and sharing information
via a computer sprang from his observations
and amazement at the routines of the social
workers:
– What I observed was that the social workers
went around noting down everything they saw,
experienced, thought and learnt. The only pro-
blem was that they seemed to be doing so mostly
for themselves. There was no structure to it, and
no control. And thereby no learning. There was no
chance of the social workers themselves or others
learning from what others found out – or from
what they thought out.
From my interest in computers I knew
that digitization could provide a solution to
a number of the problems which I identified
and which had to do with documentation and
efficiency measurements – getting a grip on
action plans and efforts in general and drawing
attention to the social workers' activities. That
was the thought and the idea – it had to be
possible.
Michael Henriksen emphasises that the Bosted
System is the result of a bottom-up process:
– The system has been developed in collaboration
with employees from care providers, employees
who are familiar with their own hectic working
lives and the daily pressures that come from many
different quarters, explains Michael Henriksen.
More than 12 years with social IT on the agenda
IT STARTED AT LINDEBJERG
Centre manager, Michael Henriksen, centre for mentally disabled, Assens municipal
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The care providers using the Bosted System
pay a monthly licence per full-time employee.
However, experience shows that the cost is
soon recouped.
A survey conducted by the University of
Southern Denmark documents that emplo-
yees at a typical Danish care provider can
each save 134 hours a year by implementing
the Bosted System and working digitally
with action plans, journals and medicine
handling. This gives each employee
172 minutes more for care rather than
paperwork. This in turn means that al-
most 500 million Danish kroners’ worth
of working hours
a year can be
reallocated from
paperwork to care
without compromising
overall service quality in Denmark.
– So experience from Denmark shows that
by going digital an care provider can realise
savings corresponding to one hour more of
daily care per resident. And, of course, based
on a modest investment with a payback time
of usually a year or two. Now that really is
good business, says CEO Michael Sandal,
Team Online A/S.
CASE: SØNDERPARKEN CENTRE FOR SOCIAL PSYCHIATRY
Mentally ill make entries in the logbook
At the social psychiatry centre Sønderparken,
resourceful, computer-literate users can make
entries in the care provider’s logbook them-
selves and evaluate the day’s activities using
the Bosted System’s extranet. Ten users at
the psychiatric residential and support centre
have access so that they can provide feedback
to their teachers at the training centre and
comment on the logbook entries made by their
contacts.
The extranet enables users to influence their
own lives and challenges their ability to cope
with a mental illness.
One of the mentally ill users, Kirstine
Gersvang, thinks that the system is easy to use.
She uses the Bosted System, among other
things to add her own detailed comments on
the staff’s observations so that the logbook
provides a more balanced picture of her
situation. The system also makes it easier for
Kirstine Gersvang to express herself when she
feels the need to describe her current mental
condition.
– When I am feeling down, I rid myself of
the sad thoughts when I write them down in
the logbook. It is easier to write that you are
having a bad day than it is to say it. Especially
if you are a reserved person, says Kirstine
Gersvang.
Jette Heidi Sparvath, development consul-
tant, explains that putting the residents’ own
logbook entries on the same footing as those
of the staff gives residents a sense of equality.
– The resident involvement is also a huge
advantage in respect of temporary emplo-
yees and new staff who can quickly gain a
better insight into the situation and mental
well-being of the residents, says Jette Heidi
Sparvath.
Bent Schultz, a psychologist, mentions
another benefit of the citizens’ access via the
extranet:
– Residents can write down how episodes
with other residents affect them.
Residents often isolate themselves from
the others if there are conflicts going on that
they cannot handle.
Using the extranet, the staff are able to
act quickly based on the insights they gain
through the citizens’ entries.
Extranet–communicationwithnon-staff
Access to selected data for partners,
citizens and relatives
Access to activities, action plans, goals
and subgoals,logbook, forums, docu-
ments and medicine
More time for care
Digitalisation of social service institutions
An employee at a social service institution can save 134 hours a year by working digitally with action plans,
logbooks and medicine handling in the Bosted System.
Read how and why in this summary of the thesis entitled ‘Digitalisation of social service institutions
– analysing consequences’, from the University of Southern Denmark on the consequences of digitalisation
at three social service institutions.SA citizen at Sønderparken
Denmark and the social services
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THE WELFARE STATE
In Denmark, as in the other Nordic countries,
social legislation is extensive, directing focus
at the rights and needs of citizens. In principle,
social legislation ensures that all Danes are en-
titled to regard themselves as full members of
a welfare state, the aim being that everybody is
healthy and receive the help which they need
as and when they need it.
In principle, social legislation places a safety
net under all citizens in Denmark – from the
day they are born until they die. This means
that everybody – regardless of their financial
standing and social status – is entitled to
hospital treatment, financial support if they
are unemployed, and nursing and care when
they cannot look after themselves, whether
they are deprived children, homeless adults,
physically or mentally disabled, elderly or in
any other way belong to the weakest groups.
In Denmark, most of the social services
are financed by taxes. The central elements
of the social policy are the responsibility
of the Ministry of Social Welfare, including
the National Board of Social Services which
is charged with making an active contribution
to a knowledge-based social policy which con-
tributes to ensuring that citizens are provided
with effective social services. The National
Board of Social Services ensures that social
and welfare political initiatives are put into
practice by the Danish local authorities fast
and as intended by Parliament.
Within the area of marginalised children and
adults, Denmark has several thousand small
and large private and public care providers,
counselling services etc. which are financed
by the state and which offer specialist services
for, for example, physically and mentally
disabled residents, marginalised children,
battered women, alcoholics and drug addicts.
The many services on offer are advertised on a
national portal, www.tilbudsportalen.dk, where
detailed information can be found about the
various care providers, their target groups and
their services.
Read more about Denmark
at www.denmark.dk/en/
CASE: EMPLOYMENT SERVICES PILEVEJ
Higher pay for smiling
The dish of the day at Cafe is tomato soup with
pasta at a price of $2 per portion, and Marianne
is busy in the kitchen getting ready before the
mentally disabled residents and staff descend for
lunch.
– I like working here. Everyone likes my food, and
I think the pay is OK, says Marianne. Marianne
herself is mentally disabled and works four days a
week at the café, which is part of an occupational
scheme at the employment services Pilevej. Her
monthly salary depends not only on the number
of hours worked. As is the case for the other 61
users, her salary depends on a number of factors.
– There is a close link between pay and the indivi-
dual user’s action plan. In addition to the number
of hours worked and the volume of units produ-
ced, Marianne’s pay and that of the other users is
based on their social competences. This gives us
an overall picture of the user – from her personal
aura to her skills – which we use as a basis for cal-
culating his or her salary, explains Poul Erik Peter-
sen, who heads the Sheltered workshop Pilevej.
Easy to manageThe advanced pay system has been developed
Danish Social Security Card
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SOCIAL POLICY
Action plans
In 1998, the concept of action plans was in-
troduced in the Danish Act on Social Services.
According to the act, all functionally impaired
adults are entitled to an individual action plan
in writing.
The introduction of action plans was based on
four goals:
1. The plans were to increase the involvement
of individual users and strengthen their
influence
2. The plans were to ensure that efforts were
planned individually based on the individual
wishes, needs and situation of users
3. The plans were to strengthen the holistic
efforts, ensuring that individual service
providers work together and coordinate their
activities targeted at individual users
4. The object of the plans was to increase
quality control within the social services
with a view to strengthening the legal rights
of citizens. Among other things, this is
ensured through a strengthening of the
access to appeal about efforts and the
contents of the plans
The action plan must contain information about:
the purpose of the efforts,
the efforts required to fulfil the purpose,
the expected time-frame of the efforts and
other special aspects regarding type of
residential unit, employment, personal as-
sistance, treatment, aids etc.
The Bosted System has been developed in col-
laboration with the authorities, care providers
and citizens and with reference to legislation
with a view to supporting the preparation of
individual action plans by means of IT.
The essence of the UN Convention on Disa-
bility Rights is that all citizens, regardless
of any physical or mental disabilities, are
entitled to be treated as equal citizens.
The philosophy of the Bosted System the-
refore supports the social workers' efforts
aimed at realising this vision.
Documenting the efforts targeted at indivi-
dual citizens creates a basis for knowledge
sharing among members of the profession
– increasing the quality of the services
provided for individual citizens. However,
the system also provides individual citizens
with insight into their own situation and
thereby a chance to influence their own
lives.
– The rights of the individual are inviolable.
This is why the citizen is the focus of the
Bosted System. The overview and trans-
parency afforded by the system strengthen
the legal rights of the individual citizen and
his or her chance of impacting and influencing
their own lives, says CEO Michael Sandal,
Team Online.
as part of the Bosted System and is easy to
manage for staff. Pay is calculated on the basis
of two questionnaires which are completed by
the resident’s contact. The first form, basic
and qualification-based pay, covers personal
competencies such as independence, colla-
boration, flexibility and personal appearance.
The other form, function-based pay, concerns
the user’s ability to perform daily tasks.
The Danish state’s goal of digitalising social services 1. Digitization is to increase quality, coherence and flexibility in the social services
offered to citizens
2. Digitization is to strengthen the legal rights of citizens and strengthen their role
as players in the social system
3. Digitization is to improve the basis on which priorities are decided and control is
exercised locally and nationally
4. Digitization initiatives are to increase the quality of the social services and free
up resources
5. A coherent IT architecture involving the use of shared concepts is to be established
within the social services
UN Convention on Disability Rights
Handling of work pay for citizens at the employment services Workplanningforresidents
Attendanceandtimeregistration
Rewardpay
Calculatingpay
Printingpayslipsandtaxreports
Scorecalculationofqualityand
function-basedpay
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BOSTED SYSTEM MODULES
One all-inclusive system
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The Bosted System is a modular system. This means that the individual care provider can make do with selecting the modules which it needs the most. The care provider can always add more modules as new needs and requirements arise.The Bosted System offers modules for all daily tasks in respect of administration, documentation, evaluation and knowledge sharing, including basic modules and functionalities such as Logbook, Action Plan, Calendar, Activities, Documents, Tasks, Statistics, Medicine Handling, Note and Forums. In the following, you can read more about the individual modules.
LOGBOOK & ACTION PLAN Logbook (Diary) makes it possible to document daily observations about
the citizens. In Action Plan, the citizen can be described in detail.
Goals and subgoals can also be listed in the individual and holistic
action plans.
MEDICINE HANDLING Handling of medicine for the individual citizen with information about
preparations, dose and side effects and with a record of medicine
administered.
CALENDAR – joint calendar with appointment functionality
Joint calendar functions showing an overview of appointments for
employees and citizens, e.g. meetings, activities and holidays, as well
as an overview of events and activities at the care provider.
ACTIVITIESOrganisation of internal and external activities offered by the care provider
with the option of adding an educational reason for the activities.
DOCUMENTSA space for storing all kinds of digital documents, pictures, scanned
letters.
Joint template-based folder structure
Upload of files without limitations in respect of file types
Restricted access to folders
Email notification on upload of new files
TASKSHandling of short and long-term tasks associated with a citizen (if relevant).
Option of graphic overview.
STATISTICSGives a structured extraction of all kinds of information. Data can be
sorted and extracted as comma-separated files or PDF files, and reports
(filter) can be generated.
NOTE Internal communication system with file attachment option. The message
is displayed as a popup on the receiver’s display and includes a reply
option. All messages received and sent are stored under the personal
profile of the employee.
FORUMS – digital platform for daily internal communication and
knowledge sharing
For the management’s and employees’ daily internal communication
with a noticeboard and digital post-its for staff use.
User – each individual employee has his or her own username and
password for logging on to the Bosted System
Superuser – has rights to give other employees access to the system
and to register a new resident/citizen
Administrator – an employee with unlimited rights and access to all
information in the system
User
Superuser
Administrator
Employee status in the system
BOSTED SYSTEM MODULES
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RESIDENT FINANCES
Opens up for rent calculation, calculation of electricity and heating
costs as well as pocket money.
COURSE ADMINISTRATION
Is used to handle internal and external courses in the form of course
establishment, budget, attendance registration, association of employees,
citizens and facilities as well as Course Statistics.
BOOKING TEMPORARY EMPLOYEES
Offers managers the chance to plan work resources and the option of sen-
ding text messages with information on shifts to temporary employees.
ADMINISTRATION OF PAY FOR CITIZENS
Opens up for time and attendance registration, pay calculation and work
planning.
EXTRANET
Gives relatives or other partners access to activities, action plans, goals
and subgoals, logbooks, forums, documents and medicine.
OPTION OF SENDING TEXT MESSAGES
Can be used for work time planning, e.g. sending a text message to a
temporary employee to remind him or her of calendar appointments.
The Text Message module is an optional extra and requires installation.
PROFILE CARDA profile card is created for each department, employee and citizen in
the Bosted System where all relevant information can be found such as
information on background, contacts etc.
START PAGEAfter login, the individual user has access to the start page which shows
selected information about citizens and employees based on the affiliation
of the individual user with the organisation. The start page can be
designed centrally or individually for each user.
SYSTEM ACCESSTo manage the rights in the Bosted System and ensure a clear overview
of information, system access levels are established to which the individual
employee is associated upon creation. The system access levels are
typically divided into profiles for administrators, superusers, users and
special profiles, such as for persons responsible for medicine.
HELPDESKVia Helpdesk, you can monitor the status of new requests and ideas for the
Bosted System which the care provider has registered with Team Online.
Email communication. The Bosted system offers an
integrated email solution with associated web mail and
the option of sending and receiving emails.
Managing relevant names from the citizens’ world; the
system, for instance, notifies the user of the citizen’s birthday.
Registration of partners such as doctors, physiotherapists,
psychiatrists and psychologists.
Handling of votes in respect of work and entertainment:
“Which educational method should we use?” or “When
should we have our next staff movie outing”.
Establishment of questionnaires and generation of statistics
based on the responses.
Covering more specialised needs
The system also offers the option of a more sophisticated solution where modules covering more specialised needs can be added depending on
the needs and requirements of the individual care provider – at no additional cost. This concerns modules such as: Resident Finances, Course
Administration, Booking Temporary Employees, Administration of Pay for Citizens as well as External Communication via an Extranet.
Basic principles in the Bosted System
NOYES
The system also enables:
Denmark on the world map for social workersThe differences in social workers' practices from one country to another are minimal. The similarities are greater. This is demonstrated by experience from Malta, where the Bosted System has been implemented in record time with very few adjustments.
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CASE: RICHMOND FOUNDATION
Quick and easy implementation
– The implementation of the Bosted System in
Malta has been one of the greatest successes
of my career as a project manager, says Janani
Thayan, project manager.
The experience all the way from implementa-
tion to user courses shows that the differences
between Danish and Maltese care providers
are minimal. The Bosted System was therefore
implemented in record time in Malta with very
few adjustments even though the system was
originally developed for Danish care providers.
The implementation itself was completed
after three meetings in Malta and one week
of user courses at the Richmond Foundation.
The Richmond Foundation has 42 employees
treating all forms of mental health disorders,
and is financed by fundraising like all other
Maltese social service centres. The Richmond
Foundation went through exactly the same
introductory process as the care providers in
Denmark.
– They are using basic modules such as Action
Plan, Logbook, Medicine Handling, Calendar,
Activities, Forum and Note, which together
cover the most important everyday needs
– also for a Maltese social worker, says Janani
Thayan, Team Online.
Knowledge exchange between countries– From the outset, the management at the
Richmond Foundation has been open to the
system and the system concept which is based
on the daily work performed at Danish care
providers, says Janani Thayan.
Dolores Gauci, centre manager at the
Richmond Foundation, also emphasises the
organisation’s willingness to change as one
of the reasons for the successful implementation
of the Bosted System in Malta:
– I believe that staff who are flexible and
who can handle changes constructively are
The entire start-up in Malta has been one of the greatest successes in my career as a project manager, says Janani Thayan, who is responsible for Team Online’s international projects."
Malta
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pivotal to successful system implementation.
In addition, every organisation and its
employees need continuous support from the
management in order to learn new methods
and phase out the old ones, says Dolores
Gauci, Richmond Foundation.
Andrew Baberi, who works as a social worker
at Richmond Foundation, is certain that other
Maltese care providers could benefit from the
Bosted System.
– I believe that, in this day and age, you need
to be more efficient and effective, especially
in our line of work. The Bosted training allows
this as, at the click of a button, it can give you
all the information you need. This saves a lot
of time going through files and paperwork with
the risk of not finding the information that you
want, says Andrew Baberi, who finds it very
easy to use the system.
Cultural understanding Niels Henrik Helms, a researcher conducting
research into IT-based knowledge and learning
at the University of Southern Denmark, has
monitored the Malta project from the outset. He
is convinced that there is huge development
potential for the cooperation within the social
service sector for both Malta and Denmark
– and, in the long term, for all other countries.
– The Maltese frequently use the expression
‘cross-fertilisation’, meaning that it will be
mutually beneficial for us to exchange experi-
ence and share knowledge about how we see
things. With its 400,000 inhabitants, Malta is
smaller than Denmark, and things are done
differently from how we do them in Denmark.
But the cooperation between the two countries
gives both parties a knowledge of and insight
into the other country’s culture as well as their
respective approaches to the concept of social
services, says Niels Henrik Helms, Director
of Knowledge Lab, a research centre at the
University of
Southern Denmark.
Janani
Thayan confirms this:
– It has been a real
eye-opener for me to see
how good the Maltese are at
integrating disabled citizens
into society. They do that, for
instance, by letting disabled
children attend schools where
they can be taught with non-
disabled children. The same goes
for adults at workplaces where disabled people
have jobs working alongside non-disabled
people, explains Janani Thayan.
Another experience which Janani Thayanhas
brought back from her observations in Malta is
that the staff at the Richmond Foundation use
smileys to describe the mood of the children.
– They can choose between four different
smileys, and this is particularly relevant
when the children return to the care provider
after weekend visits with their parents. It is
a fun detail which could easily be implemented
at the Danish care providers, says Janani
Thayan.
Exporting knowledge and IT
The success seen in the Maltese social service
field confirms that the Bosted System based on
user-driven innovation in Denmark can work
extremely well in other countries, says Bjørn
Petersen, Danish Consul to Malta.
– It came as a positive surprise that the
system matched so well in a Catholic country
with different traditions to Denmark, both in
respect of ownership and how care providers
are being managed. So now that the Malta
project has been completed, there is every reason
to look at the opportunities for spreading the
use of the Bosted System to even more coun-
tries, says Bjørn Petersen, who, among other
things, expects the Enterprise Europe network
to help pave the way for new useful contacts.
Michael Sandal, CEO of Team Online, sees the
spread of the Bosted System as a reflection of the
flexibility of the system, which, in turn, is a reflec-
tion of Team Online’s own development strategy.
– We always base our development work on
the needs of users and the authorities’ require-
ments. Based on this, we have created a viable
product which does not just hold its own in our
small country – but also internationally.
It is also highly satisfactory to know that we
are simultaneously developing our own business
area and the quality of the social workers'
efforts for the benefit of the people that this
is all about – the citizen – whether they be
Danish, Maltese, American, Tunisian, Dutch
or Turkish, says Michael Sandal.
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– I believe that, in this day and age, you need to be more efficient and effective, especially in our line of work
Official Delegation among others with the Danish Consul to Malta
Observation of staff workflow and leadership at Richmond Foundation got access to the system
Andrew Baberi
User courses at
Richmond Foundation
Implementation process
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IMPLEMENTATION PROCESS
How to implement the Bosted System:
We help you all the way
When you decide to implement the Bosted
System, we help you every step of the way
through the process. This means that our
experienced consultants are involved in all
aspects of the work, right from the setup of
the system to user training and, of course,
during the actual transition from paper to
digital documentation. After Go Live, we
make sure that the Bosted System is acces-
sible to the staff 24/7, just as our support
department is available on a daily basis with
tips and tricks and other advice on using the
system. If the care provider should need ad-
ditional training or wants to implement new
modules or func tionalities, our professional
consultants can also offer assistance with this.
SupportAfter Go Live, Team Online offers operations monitoring of the system
24/7. In the event of emergency and critical breakdown errors, the
operations monitoring department can be contacted. This support is
designed for administrators and superusers who can report system
errors and general emergency support needs. Team Online’s ordinary
user support in the national competency centre in Odense, Denmark,
is open five days a week. From there, Team Online offers support
in respect of the day-to-day problems that occur and answers any
questions that may arise in connection with the ordinary ongoing
operation of the system which the local superuser or administrator
is unable to help with. Moreover, the competency centre gathers
wishes and needs from system users, and these are taken into account
when prioritising tasks in respect of the ongoing development and
updating of the system.
Deputy Manager of Customer Relations Janne Poulsen
Courses and consultant’s servicesTeam Online has developed courses customized to new care providers
wishing to get off to a good start with the Bosted System:
Start-up course: Two days for decision-makers and key staff at the
care provider who must be able to determine the basic setup of the
Bosted System during the course.
Superuser course: One day for selected staff with technical flair and/
or a desire to help and support colleagues in connection with
questions about the use of the Bosted System.
User course: One day for all employees who will be working with the
Bosted System.
Written course material has been prepared for all courses and modules,
and there are also illustrated user guides available for all modules
and functionalities.
Apart from the basic courses, Team Online also offers a number of
supplementary courses such as a standard IT competency identification
process and a course in basic IT skills. In addition, we can also
develop special courses in collaboration with the care provider
adapted to local wishes and needs, e.g. if the care provider wishes
to introduce special modules after Go Live.
Generally, all courses are held locally at the care provider by
Team Online’s own teachers and consultants.
Project elementsAt Team Online, we guide all our customers through an implementation process involving five well- defined phases: preparation, start-up, training, implementation and follow-up.
Inthestart-upphase,itisimportantto: Introduce all employees to the implementation plan
Complete all schedules and activity plans for the
future progress of the project
Duringtheimplementationphase,itisimportantto: Follow up on the individual elements in the implementation plan
Fix a Go Live date
Replace the previously used systems, notebooks, paper notes with
the new routines of the Bosted System.
Ensure successful commissioning
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IMPLEMENTATION PROCESS
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Inthepreparationphase,itisimportantto: Identify the current work routines at the care provider
Define the care provider’s needs and wishes for the Bosted System
Prepare and hold a start-up course for decision-makers and key staff
at the care provider
Duringthetrainingphase,itisimportantto: Identify the employees’ IT competencies
Conduct the necessary basic IT courses
Handle open issues and any barriers
Train the necessary number of superusers
Train relevant employees at user level
Duringthefollow-upphase,itisimportantto: Evaluate system functions, options and the implementation process
Gradually adjust work routines, e.g. internal meetings, overlaps in
connection with handovers etc., to achieve the highest possible
effect
Develop an internal support organisation
Provide continuous information about new functionality in the
Bosted System
Train new employees and plan training in new modules
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CASE: RENDBJERGHJEMMET
CASE: RENDBJERGHJEMMET
Quick and easy implementation
The relief home Rendbjerghjemmet in Egern-
sund, in southern Jutland, is an independent
care provider functioning as a relief home for
families with mentally disabled family mem-
bers as well as a permanent holiday home for
many mentally disabled people. The relief
home has between 70 and 125 users annually,
and virtually all logbook entries were made
in one and the same report book covering six
months before Rendbjerghjemmet introduced
the Bosted System. Everything was written in
this book, from episodes with the residents and
messages about broken washing machines to
important information about changes in a resi-
dent’s medication and sick notes from emplo-
yees. And everything all mixed in together. But
that came to an end on 1 April 2008. From one
day to the next, the old report book with the
staff’s registrations was binned, and the staff
instead started to use the Bosted System for
their daily documentation and administration
work. Six weeks after the revolution at Rend-
bjerghjemmet, social worker Herdis Bonde was
enthusiastic:
– Things have gone really well – and far better
than anticipated. Although it was all a bit confu-
sing the first couple of days, I am surprised how
quickly the Bosted System has become a part of
our daily work, says Herdis Bonde, who is sup-
ported in this view by her colleague Gitte Busch
Hansen, who works in the office:
– Working with the system is easy and interes-
ting, and it offers a wealth of functionalities.
Earlier, we just had one paper diary. But now, it is
so much easier to gain an overview, and we can
access information about the individual user at
the click of a button. We can also use the system
to gather information so we can print out invoices
for stays here etc. It is pure magic, says Gitte
Hansen.
Social educational worker Herdis Bonde
USER QUOTES
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More than 15,000 social service workers are using the Bosted System on a daily basis for
administration, documentation and knowledge sharing across units, departments, care providers
and authorities.
Employees find that the Bosted System has been developed for their professional group, and
they sense that the system is based on extensive knowledge about the specific conditions in
their daily work.
ANNI SCHØTT, CENTRE MANAGER, FØNIXGÅRDEN
I believe that in this day and age, we need to be more efficient and effective, especially in our
line of work. The Bosted training allows this as, at the click of a button, it can give you all the
information you need. This saves a lot of time going through files and papers with the risk of
not finding the information that you want.
ANDREW BABERI, SOCIAL EDUCATIONAL WORKER, RICHMOND FOUNDATION
In the long term, there is no doubt that we can free up time for the one-to-one work. Right now, we are investing in the system, but I am convinced that we will have recouped the cost in a year or two in the form of enhanced efficiency. NIELS OLE BENNEDSEN, CENTRE DIRECTOR,RENDBJERGHJEMMET
The Bosted System has given us extra knowledge and a common language in respect of medicine
which make us stronger in our own fields of expertise.
MICHAEL KJÆR, HEAD OF DEPARTMENT, BRAMDRUPDAM
The Bosted System has given us better control of the documentation and easier access to the necessary information. It is no longer just stored in our heads. PERNILLE HYLDTOFT, HEAD OF DEPARTMENT, MINIBO
We have digitised almost all the daily documentation work. Of course we still have paper, but it is kept to a minimum. Everything is accessible to all relevant staff in the Bosted System. MICHAEL HENRIKSEN, CENTRE MANAGER, CENTRE FOR MENTALLY DISABLED, ASSENS MUNICIPAL
I do not mind at all if the social workers spend half an hour a day away from their care work, documenting and writing digital logbook entries. As long as it means that we, the mentally disabled, get better opportunities for living our lives just like everyone else. LISBETH JENSEN, CHAIRMAN OF NATIONAL ASSOCIATION FOR MENTALLY DISABLED
Now, I can keep an eye on what is going on in Simon’s life. I can leave a message or ask
questions etc. whenever I have time. Before the Bosted System, the staff often only had the
time to call me back in the morning when I was really busy at work. Now, I can leave a message
in forums, and I then know that our contact always checks the Bosted System when she is
next on duty.
TINA VESTHALD, RELATIVE, ÅBJERGGAARD
We create value for our users
The system is developed in close collaboration
with the care providers and always with focus
on the citizen. User-driven innovation is one
of the keywords in Team Online’s development
which means we listen to users’ wishes and
needs. We are in dialogue with managers and
officials from the social services. Cooperation
with users ensures that the Bosted System
becomes an aid in the daily social work rather
than a barrier.
Ideas into actionCooperation with the care providers means
that users in their daily work with Bosted
System automatically translate their own
workflows into improvements in the system
and into new modules. The users’ ideas and
wishes then become actual products when we
reflect on their queries. We promise the care
providers more innovative ideas for solutions
by keeping abreast of developments in IT and
social service legislation. We follow up on all
new policies and examine the requirements
for documentation. With 10 years of experience
in the field, we have built up a large network
from which we benefit; thus we know where
the social service field is heading.
Three annual updatesOur development works both ways. Often users
provide us with input, but just as often we
ask users if they can use anything we have
developed for others. This is the case with the
three annual updates of the Bosted System
through which new modules and improvements
in the system are released to all users.
The three annual updates help to ensure that
the system continues to match users’ ever-
growing demands and expectations regarding
functionality and ease of use.
Development based on user-driven innovationSince 1998 when CEO Michael Sandal
established Team Online A/S, innovation,
development and collaboration have driven
the company. With the Bosted System as our
starting point, the vision is to help create the
world’s best socio-educational IT tool based on
user-driven innovation.
User-driven innovationWe involve users
If you are interested to know more about Team Online and the Bosted System, please feel free to contact us for additional information.
Johnny Killerup Pedersen
ASU Sky Song
1475 N Scottsdale Rd
Scottsdale, AZ 85257
USA
Phone: 623 271 4256
E-mail: [email protected]
www.bosted.net
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