The Right Expertise Plus an Understanding of Nonprofit Needs Helps Organizations Overcome Technology Hurdles
The Partnership for Community Action and TechBridge

Nonprofits understand the value of information technology and strive to put their IT systems to the greatest possible use in supporting their missions. They are often frustrated in this effort by resource constraints that do not permit adequate technology planning and management. In some cases, technology can actually become a barrier to efficient operations. Nonprofits that face this challenge should seek help from a technology partner who understands their business.

The first step is to recognize that there is a problem and that the organization isn’t equipped to solve it. The Partnership for Community Action (PCA) helps more than 11,000 families in 3 counties become more self-sufficient. In addition to its start-up program, which assists families in becoming economically stable, PCA has multiple programs that range from offering daycare for children ages 0-5 to making house visits to teach families how to save on utilities bills.

PCA realized it had reached a point where disparate technology systems were challenging the organization’s ability to fulfill its nonprofit mission. Janet Kotler, director of planning and development, explains: "PCA had lots of computers, but was not using them well."

The organization had systems without service contracts and had to contract with multiple outside vendors for support. Dealing with multiple vendors led to confusion because employees did not know whom to call. Electronic communications were inconsistent and cumbersome because PCA employees were using e-mail addresses from a variety of Internet providers and staff could not keep track of email address. In addition, PCA had no organization-wide virus protection and its computer systems were frequently crashing as a result of continual virus infections. The net result was that technology deficiency was hindering PCA’s ability to serve its client families as quickly, easily, and effectively as possible.

After identifying these challenges, PCA recognized that using volunteers or inside staff to manage IT was only a half solution, and that in order to remedy its technology problems, it would need to partner with an organization with experience and expertise in IT planning and implementation. However, PCA’s budget could not support hiring a commercial IT management company, so it looked to the nonprofit community and found a solution in TechBridge. Kotler recounts, "We reviewed several companies, but were most impressed by TechBridge’s presentation." TechBridge went to work developing and implementing a technology plan. The first step was to recruit a Director of Technology. TechBridge conducted interviews for the position on PCA’s behalf and coordinated the selection process. TechBridge also conducted and analysis and evaluation of PCA’s existing technology framework and business processes. The analysis included an inventory of PCA’s hardware and software and cost/benefit analysis of available solutions to determine which technology approach to take.

The next step was to plan and design a new IT environment, which included a new PCA website, e-mail system and upgrades to the organization’s hardware and software programs.

Good technology planning is strong medicine for IT ills. By creating a planned IT environment, PCA enjoys faster access to information, easier workflow processes, more accurate data, and greater cost-efficiency. For example, the organization no longer tracks its client families manually. Using the Easy Track database to monitor the families it serves, PCA can better ensure that each family is properly assisted and on the path to becoming self-sufficient. The new system includes a Tickler feature that reminds staff to make courtesy calls to families. According to Chris Davis, PCA’s new IT director, "the forgotten family scenario no longer exists." PCA staff is also using technology more efficiently. The computer and email systems have uniform virus protection, backup and recovery, and the organization now shares network resources among PCA employees at its offices and 20 headstart centers.

Planned technology is allowing PCA to help more families. Before working with TechBridge, the PCA was able to see 100-200 families per day. The organization currently sees 250 clients per day.

What’s Next

PCA is working with TechBridge to tackle additional technology issues. PCA wants to consolidate all of its client databases and integrate its software applications into a seamless chain in which applications can "talk" to each other. These enhancements will make it feasible to track families that participate in multiple programs and enable PCA to identify their greatest needs. Chris Davis explains PCA’s decision to continue working with TechBridge: "We never used to get responses from other vendors when we needed assistance. TechBridge makes us feel like their only client because they are so accessible and quick to respond to our organization’s needs. TechBridge makes my job more manageable and allows me to focus my attention to other demands within PCA."

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