Organisation Overview

A local charity organization in Singapore is dedicated to empowering individuals with disabilities by helping them realize their full potential and integrate into mainstream society. Through more than 20 diverse programmes—including early intervention, therapy, vocational training, assistive technology, day care, and support for education, employment, and social services—the organization provides holistic care to people with physical, sensory, and learning disabilities across all age groups.

The Challenges Faced

As a mission-driven nonprofit, the organization faced several operational and service delivery challenges that limited its ability to offer a seamless and personalized experience to both its staff and clients:

1. Fragmented Case Management: Case managers, therapists, and social workers lacked a unified platform to track and manage client care effectively.
2. Complex Scheduling Needs: Assigning staff to clients, managing timesheets, and overseeing project schedules required manual coordination, reducing efficiency.
3. Referral and Billing Integration: The lack of integration with government systems like IRMS (referral system) and ILTC (billing/subsidy system) caused delays and additional manual work.
4. Data Synchronization Issues: Finance-related data had to be manually synced with backend systems, increasing the risk of errors and duplications.

​Solution Proposed

To address these challenges, a tailored case management and care coordination solution was developed using the CareSenz platform, powered by  Microsoft Dynamics 365:

• Unified Case Management: A centralized system to manage all client-related activities, enabling better coordination between therapists, case workers, and social service teams.
• Staff Scheduling and Mobile Access: Built-in scheduling features allow staff to view their assignments and update records via both browser and mobile app, improving flexibility and responsiveness.
• IRMS and ILTC Integration: The system integrates with the IRMS to automatically download referrals and convert them into active cases for follow-up. It also automates monthly billing and integrates with ILTC for subsidy processing.
• Finance System Synchronization: Financial data is automatically synced with Microsoft Dynamics 365 Business Central, streamlining backend financial operations.

Benefit

• Improved Service Delivery: The integrated system enhances the coordination of care, ensuring timely and consistent support to clients across different services.
• Operational Efficiency : Automated scheduling, billing, and data syncing reduce administrative burden and free up staff time for more impactful client engagement.
• Seamless Government Integration: Direct integration with IRMS and ILTC ensures compliance, faster processing of referrals and subsidies, and reduced manual errors.
• Mobility and Flexibility: Access via mobile devices allows staff to manage tasks on-the-go, increasing productivity and responsiveness in the field.

Conclusion

Singapore-based nonprofit organization supporting individuals with disabilities sought to enhance its case management and care delivery systems to better serve its beneficiaries. By implementing the CareSenz platform powered by Microsoft Dynamics 365, the organization integrated key functions such as scheduling, billing, referral intake, and finance processing into a unified system. This digital transformation enabled greater efficiency, transparency, and responsiveness—empowering the organization to deliver more coordinated and impactful care to the communities it serves.