Applying the Principles of Customer Relationship Management to Adult Social Care CareWorks Vision for Supporting the Personalization of Social Care

March 2009 With CareDirector, a software tool designed on the Microsoft Citizen Service Platform, CareWorks introduced principles of Customer Relationship Management to providing social care for elderly adults in the United Kingdom. The approach moves away from the proprietary systems that have traditionally been used in social care management, to one built on an industry-standard customer service platform. This paper examines the implications of personalization and sets out a vision for supporting social care providers, practitioners and their clients through agile information technology systems that deliver significant productivity and efficiency benefits, with tools that empower people to take control . . .