U.S. Department of Justice

Office of Justice Programs

Office for Victims of Crime

Using Technology To Enable

Collaboration

AUGUST 2001

Introduction

V

ictim Services 2000 (VS2000),

sponsored by the Office for Victims

of Crime (OVC), is a 5-year demonstration project designed to create

model victim service delivery systems for

replication nationwide. In 1997, OVC

selected Denver, Colorado, as an urban

VS2000 demonstration site. Each demonstration site must develop a unique

victim service model tailored to the

needs of its community and provide

training and technical assistance to communities interested in replicating the

VS2000 process.

The Denver VS2000 model is a broadbased, collaborative effort. Representatives from more than 50 Denver-area

victim service agencies and programs participate in the project, including victim

service programs based in the criminal

justice system, community nonprofit

service providers, and allied professionals.

The Denver model emphasizes three

goals:

■ Increase outreach efforts to previously

unserved and underserved populations.

■ Institutionalize training for service

providers and allied professionals who

work with victims.

■ Advance applied technology to ensure improved services and information for victims of crime.

As part of a series of bulletins documenting VS2000 site initiatives, this bulletin

examines Denver’s automated information system, which is a critical component of the Denver VS2000 model. In

addition, this bulletin summarizes the collaborative structure and community needs

assessment that were critical to the conception and development of the information system. Finally, this bulletin describes

the three elements of the information system and their implementation, suggesting

how other sites can develop and maintain

technology-based solutions to serve victims of crime.

Background

Historically, the application of technological innovations to victimservices has been a challenge for

victim service providers. There are several

reasons for this. Over the years, as 

About This

Bulletin 

This is the second in a series of bulletins highlighting the Denver Victim

Services 2000 (Denver VS2000) demonstration project.The first bulletin,Denver

Victim Services 2000 Needs Assessment,

documented the Denver needs assessment process, from which the project

developed its VS2000 goals and initiatives.This bulletin, Using Technology

To Enable Collaboration, discusses the

technology initiatives identified through

the community needs assessment as

critical to achieving the VS2000 goal: a

seamless, accessible system of services

for all crime victims.

The Denver VS2000 technology initiative has three components: an online

Resource Directory, an online Training

Center, and an automated, online client

Case Management System.An interactive Web site connects these and links

to other victim service providers.This

bulletin summarizes the collaborative

effort and needs assessment that were

critical to the conception and development of these components. Further, the

bulletin describes the component elements and their implementation, suggesting how to develop and maintain

the same or similar technology-based

solutions to serve victims of crime.

Continued on page 2
OVC Bulletin

2

victim service providers became used to

working under the constraints of insufficient resources and tight budgets, they assumed that technological innovations

were out of reach or unnecessary for providing quality victim services. In addition,

the knowledge and expertise required to

use technology to design and implement

solutions are often outside the usual

purview of those working in the victim

services field. This technology can intimidate those not familiar with it, making

them reluctant to embrace it. Despite

these challenges, today’s victim service

community is realizing that technology is

more accessible, affordable, and critical to

the efficiency and productivity of victim

service agencies than ever before. As victim services evolve, service providers must

determine how to use technology to capture, manage, and disseminate the large

and growing amounts of information

about and for victims of crime. 

While researching innovative new technologies, Denver VS2000 participants 

became aware of many benefits technology offers the victim services field. 

Technology may be used to

■ Improve the accuracy and quality

of information gathered.

■ Improve service providers’ ability

to address victims’ needs.

■ Eliminate or decrease redundant

data entries.

■ Enhance statistical reporting and 

program evaluation.

■ Improve communication among service providers and between service

providers and victims.

The Denver VS2000 information system

uses both simple and complex innovations to enhance services, increase efficiency, and improve the way victim

service providers do their jobs. This 

system

■ Enables electronic mail communication (e-mail) through the Internet,

allowing victim service providers to

easily share agency information about

training and other activities.

■ Provides a comprehensive, continually updated, online Resource Directory

for easy use by service providers and

the general public.

■ Facilitates coordinated case management, ensuring integrated services for

victims across multiple agencies and

eliminating duplicative and revictimizing intake processes.

■ Eases discussion of communication,

efficiency, and access issues throughout the country by victim service

providers and victims of crime.

Denver VS2000

Model

Denver has a history of passing legislation and establishing initiativesfavorable to victims, including appointment of the first prosecution-based

victim advocates in the United States,

passage of a state Victims’ Rights Constitutional Amendment and enabling legislation, development of numerous

interdisciplinary victim-centered protocols, and establishment of a central victim

service center. With this history, it was

not surprising to find that more than 50

agencies in Denver provide comprehensive services to a broad range of crime victims. What was surprising was the finding

by needs assessments and anecdotal reports of many gaps in Denver’s victim

services. 

Using VS2000 To Develop a

Model Victim Services Network

The VS2000 grant gave Denver a

timely opportunity to improve services,

fill gaps, and eliminate duplication between agencies through processes that 

integrated services, increased service 

accessibility to victims, and increased collaboration among victim service providers. Beyond improving services, the

VS2000 grant made it possible for Denver

to improve its system of services. Given

the scope and complexity of Denver’s victim services, the technology introduced

by the Denver VS2000 model was critical

to the success of this effort.

Mission

The mission of Denver VS2000 is to

work with the community to restore and

strengthen the fabric of the community

by creating a model network of services

that offers outreach as well as innovative,

specialized, integrated, and seamless services to all victims of crime.

About This Bulletin

Continued from page 1

Not only will victim service providers

find this bulletin extremely informative,

but agencies and their information systems staff will find it very helpful in determining what technology would best

enhance interagency collaboration to

support victims in the community.This

bulletin directs readers to no-cost tools

to meet local needs and the technical

assistance to implement them.As you

read this bulletin you should consider

your own community’s needs and determine if the information and technical

assistance available from the Denver

VS2000 project could be applied to improve and expand your community’s efforts on behalf of victims.
3

USING TECHNOLOGY TO ENABLE COLLABORATION

Goals

The primary goals of Denver VS2000

are to

■ Establish a seamless, comprehensive,

coordinated, interdisciplinary system

of service delivery for victims of

crime, including those victims in previously underserved and unserved

populations.

■ Create a training institute that integrates technology, cross-training

among victim service agencies, and

standardized training for professional

groups and schools, including victim

service providers, faith communities,

law enforcement, and law schools.

■ Apply relevant technologies to the

delivery of services to victims of

crime.

Organization

To accomplish a project of this magnitude, Denver VS2000 participants formed

four working teams: the Model Network

Development Team, the Needs Assessment Team, the Technology and Automated Systems Team, and the Training

Institute Team. The teams further divided

into committees and subcommittees to

work on specific components of the model

victim services network. The teams and

committees included victim service

providers from the criminal justice system

and community nonprofit organizations,

allied professionals, and crime victims.

Five full-time staff members coordinated

all efforts during the 5 years of planning,

developing, and implementing the

VS2000 project. The teams, steering committee, and victim advisory council provided guidance throughout each phase of

this process. In addition, Denver contracted with a technology project manager and a system administrator to work on

the Denver VS2000 information system.

A detailed description of the Denver

VS2000 planning process will be provided

in a forthcoming OVC bulletin.

Technology Needs Assessment

The Technology and Automated Systems Team and its subcommittees have

been meeting since 1997 to develop an

integrated information system that links

existing and new technology. First, this

team conducted several assessments.

One assessment determined whether 

existing technology was adequate to 

notify, protect, and serve victims in

Denver. Another assessment determined

the capability of current systems to coordinate with the proposed technical 

improvements. 

Assessment Method

The assessments were accomplished

through a series of focus groups conducted

with Denver victim service providers.

Participants were asked to identify the 

information needs in their work and describe ways they thought technology

could help them. Service providers identified three top priorities: basic technology,

such as phone systems, computers, and

pagers; a continually updated resource directory to share among agencies to eliminate the frustrating, time-consuming,

inefficient efforts of keeping resources upto-date within each agency; and a mechanism to share information about victims

who need services from multiple agencies

to eliminate duplicative efforts and prevent victims “falling through the cracks”

when referred from one agency to another.

Recruiting current and recent clients,

service providers conducted focus groups

of crime victims to find out what they

found lacking in the way services were

provided. The responses showed that the

majority of victims had used the services

of more than one agency while healing

from their victimization. All participants

reported they were required to fill out

multiple intake forms—a process they

found “frustrating” and “uncomfortable.”

All participants liked the idea of working

with one case manager who could “work

with them to find what they need.”

Assessment Results

The results of these focus groups were

combined with the results of the broader

VS2000 needs assessment (as documented in Denver Victim Services 2000 Needs

Assessment, published by OVC in October 2000) that included victim service

provider surveys, victim feedback surveys, and a survey of training needs. The

results were used to develop an integrated, Internet-based information system

that includes three basic components: 

a shared online Resource Directory, an

online Training Center, and a shared 

online client Case Management System

(CMS).

Advantages of the Denver Technology

Initiative

The information system developed

by VS2000 has several advantages. This

system

■ Creates unprecedented linkage

among victim service providers.

■ Eliminates the need for victims to

retell their stories and fill out multiple intake forms.

■ Offers victims a single point of contact for their cases, helping them 

efficiently find what they need.

■ Links traditional victim service

providers with Denver’s grassroots

community advocates who work

within a restorative justice framework

to meet the needs of underserved

and unserved victims in their own

communities.
OVC Bulletin

4

■ Offers an updated, comprehensive,

online resource and referral directory

to victim service agencies, victims,

and the community at large.

■ Helps identify and eliminate duplication of services to Denver’s crime 

victims.

Victim Feedback

During the system design phase, victim

focus groups were again convened and

asked how they felt about having their

case information shared, with their consent, among case managers. Service

providers had expressed concern that victims may feel that sharing their case information invades their privacy. However,

victim focus group participants stated unequivocally that they wanted their case

information shared among case managers.

The victims said they wanted service

providers to know about their victimization and service history because they believed this would result in better delivery

of services.

National Technology Search

To ensure the use of current best practices in technology, VS2000 staff researched existing technologies available

locally and nationally. An OVC publication, New Directions from the Field: Victim

Rights and Services for the 21st Century,

highlights several promising technology

initiatives, including online counseling

groups offered by the Brazos County Rape

Crisis Center in Bryan, Texas, and online

resources offered to victims of crime by

Safe Horizon (formerly Victim Services)

in New York City. The New Directions

publication recognizes another innovative protection provided to victims of domestic violence—the distribution of

cellular phones preprogrammed to dial

911. Denver has offered this service since

1997.1

The 1998 National Center for Victims

of Crime (NCVC) publication Promising

Strategies and Practices in Using Technology

To Benefit Crime Victims is another source

of information on current technology for

victim services. This compendium summarizes 35 technologies used by criminal

justice and victim service agencies across

the country to obtain, disseminate, and

manage information for and about victims

of crime. The publication divides technology solutions into five categories: case

management and tracking, notification

and protection, legal and financial obligations, victim service tools, and information and Internet sources. 

The VS2000 technology project manager

researched emerging technologies through

the Internet and industry contacts and

found several software applications that

met a variety of victim service needs. One

well-known victim notification system

currently used in Denver is VINE, or

Victim Information and Notification

Everyday. The State of South Carolina

developed a system called SAVAN

(Statewide Automated Victim Assistance

and Notification) that provides notification to victims there. Pennsylvania commissioned the Great Lakes Behavioral

Research Institute to develop a victimspecific case-tracking system called

R/Client for Windows. The National

Domestic Violence Hotline, with funding

from the U.S. Department of Health

and Human Services, established a tollfree hotline that uses a national database

to provide information and referrals for

victims of domestic violence and sexual

assault.

Several other information systems offer

case management and tracking functions.

Integrated Tracking System (ITS) and

ebase are two systems developed in the

public domain and available free of

charge. Currently, 68 domestic violence

and sexual assault programs in Texas use

ITS. Nonprofit organizations use an interactive database developed by ebase. Other

available commercial systems include

those developed by IRis (Benchmark

Enterprises), Agency Systems, and IIS

(Integrated Information Systems, Inc.).

Contact information for these applications is provided in the Additional

Resources section of this bulletin.

Local efforts to automate the collection

and dissemination of resources also were

researched. A coalition of providers serving the Denver homeless population developed a collective database of resources

on disk for sharing. The local United

Way chapter created a similar resource directory on disk. Three Denver victim

service providers collaborated to create a

shared victim service resource directory

that lists information about several hundred community and government service

agencies and resources. This shared victim

resource directory became the foundation

of the VS2000 online Resource Directory.

At the conclusion of the technology 

research effort, a decision was made to 

develop the VS2000 online Resource

Directory by modifying existing software.

Denver organizers found it necessary

to develop new software for the Case

Management System and Training

Center because all the researched systems

were designed for use by one type of

agency or to serve one type of client.

The researched systems could not be

modified to manage the diverse services

and clients in the VS2000 network.

Information System Design

System Users

The VS2000 information system is designed to benefit victim service providers,

the victims they serve, and the general

community. Access to the system is provided for two categories of users—the
5

USING TECHNOLOGY TO ENABLE COLLABORATION

general community and ProviderNet

users. With Internet access, general community users, including victims, can interact with the VS2000 system; however,

community users and victims do not have

access to confidential information and the

Case Management System.

A ProviderNet user is a staff member or

volunteer at an agency that

■ Commits to the VS2000 philosophy

of integrated, seamless services.

■ Provides services to victims identified

in the agency’s mission or operates a

victim service project.

■ Provides services within the city of

Denver.

■ Operates as a nonprofit, communitybased, or government-based 

organization.

Of the many agencies that serve victims

of crime in Denver, 38 are members of the

VS2000 ProviderNet and use the

Resource Directory and Training Center.

ProviderNet users can access the system

through the ProviderNet gateway on the

VS2000 Web site. System technology includes a security system that limits each

user to his or her appropriate level of access. CMS is being developed for 20 agencies that provide direct services to victims

of crime and together provide the primary

victim services in Denver. These are a

smaller subset of the ProviderNet.

Advantages of a Web-Based System

The entire VS2000 information system

is available on the World Wide Web at

www.vs2000.org/denver.htm. An Internet

location offers many advantages and allows the VS2000 Web site to serve the

largest number of users and provide the

greatest amount of information. The site

is easily accessible and always available,

serving community members and victims

of crime equally. The Internet location

offers public access to the Resource

Directory, the Training Center, and CMS

and provides resources on crime and victimization. The Internet site also provides

contact information for direct service

agencies that work with Denver victims.

An Internet presence allows the VS2000

agencies to increase their visibility to the

general public and to those seeking services. To reach more crime victims, the

Denver VS2000 Web site links to many

community-based technology initiatives

and advertises in locations that provide

public Internet access, such as libraries,

schools, and public housing developments. Available in both English and

Spanish, the Web site receives more than

500 “hits” per month, many of them from

Spanish-language search engines.

From its Internet location, the Denver

VS2000 information system provides users

with technical assistance and access to

technology. The information system connects users and the public to each Denver

VS2000 system component and connects

users to each other by hosting e-mail accounts for more than 120 ProviderNet

users.

Components of the

Denver VS2000

Technology Initiative

Resource Directory

Although resources are the backbone

of victim assistance, their management

creates a lot of duplicative work for agencies. Many victim service agencies find

that locating, compiling, screening, and

organizing resources is extremely time

consuming. Further, different agencies

serving a particular geographic area or a

particular victim group find that their

hours of independent work performing 

resource collection and management tasks

result in very similar products. Even more

frustrating, service agencies find that by

the time the resource findings are printed

and distributed, they often are out of date.

Denver victim service providers decided

to eliminate this duplication of effort and

produce a shared, Internet-based directory

of resources for use by all service providers

as well as allied professionals, victims of

crime, and other community members.

Thirty-eight ProviderNet agencies created

the VS2000 online Resource Directory

based on a successful resource directory

developed collaboratively in 1997 by

three Denver victim service agencies.

Available in Spanish and English, the

Resource Directory comprises more than

800 records, each containing detailed information about a specific government- or

community-based agency or resource.

These records represent the combined information and referral sources of all 38

ProviderNet agencies.

An information specialist in one of the

ProviderNet agencies administers the

Resource Directory. She created the directory’s original database and worked with

all 38 ProviderNet agencies to design the

directory’s template, combine all agency

referral sources, develop referral agreements with each referral source, develop

and test the directory, and maintain directory data. This administrator works with

each ProviderNet agency under a formal

operating agreement that states that the

agency will provide its information and

referral resources for inclusion in the directory and advise about the directory’s

ongoing development and maintenance.

To access the Resource Directory, users

may go to the VS2000 Web site and log

on to the ProviderNet gateway. Community members may access the Resource

Directory directly from the Web site 

without going through the ProviderNet

gateway. Users and community members
OVC Bulletin

6

may then search for resources using any

combination of the following categories:

services provided; agency name; type of

victim served; languages spoken; geographic area, age, and ethnicity served;

fees for service; wheelchair accessibility;

and ZIP code. Selecting more categories

narrows the search. To enhance communication among ProviderNet members,

each ProviderNet agency in the Resource

Directory lists supplemental information,

including staff names, positions, and 

contact information.

From a completed search, agencies can

create a report of the search results. From

this report, an agency can print one or

several records and provide them to a victim. The Resource Directory also can be

printed in full or by category to provide

copies to victim advocates in the field

who do not have access to the Internet.

The Resource Directory administrator is

responsible for keeping the directory current. When ProviderNet users find an

out-of-date record, they send a correction

electronically to the administrator, who

verifies the new information and updates

the record. In another effort to keep information current, the administrator 

supervises a group of volunteers who 

contact, on a rotating monthly basis, the

service providers listed in the directory

to verify their information.

Training Center

Just as resources are the backbone of

victim services, training is its foundation.

An examination of how available training

resources were used by various Denver

victim service agencies revealed that

changes were needed. Initial surveys,

focus groups, and anecdotal evidence indicated that victim service agencies were

each offering very similar training to staff

and volunteers once or twice a year, often

using the same trainers and speakers. In

addition, cross-training among agency

staff was identified as a critical need in establishing understanding, trust, and a

basis for solid referrals among agencies.

The creation of the online Training

Center has answered these needs by

streamlining training efforts, reducing 

duplicate training, and creating a framework to encourage cross-training.

The online Training Center provides

many advantages. It allows ProviderNet

users and community members to share

training opportunities. Trainings may be

searched by entering a keyword, a date, or

a category such as child sexual abuse,

criminal justice, cross-training, disability,

diversity, domestic violence, elder abuse,

gang violence, hate/bias crimes, homicide,

restorative justice, secondary trauma, sexual assault, and youth violence.

ProviderNet users can enter the training

events they are hosting and register for

training events being offered by other

agencies. The system also allows users to

select the training categories in which

they want to participate. If such training

is entered into the system as available

from another ProviderNet agency, the 

interested user is notified by e-mail when

registration begins. This arrangement 

allows agencies to use existing resources

to train new volunteers, staff, and board

members.

Cross-training events also are posted on

the online Training Center. Annually,

each ProviderNet agency offers at least

one event geared specifically to cross-train

users from other community agencies.

Such cross-training can include information about a particular type of victimization, the agency’s services, or the agency’s

philosophy.

A VS2000 system administrator runs the

online Training Center. In addition, each

ProviderNet agency has assigned a staff

member as the training contact for the

online Training Center. The training contact is the point of contact within the

agency for training in using and evaluating the center, suggesting enhancements

to the center, and assuring appropriate use

of the center.

Case Management System

To create a seamless network of services, VS2000 staff asked victim service

providers how best to fill the current gaps

in services. The responses of the victim

service professionals echoed the responses

of the crime victims in the focus groups

and surveys conducted by VS2000 staff:

all agreed that a Case Management

System could help fill service gaps and

bring appropriate services to victims. 

When victims of crime must talk about

their victimization over and over again,

they feel revictimized. When victims of

crime summon the courage to request

services from one agency and are told

they must call yet another agency, they

feel revictimized. When victims of crime

are offered a limited range of services instead of being asked what they need, they

feel revictimized. These are problems

CMS will address. Currently under development, CMS will be fully operational

by December 2001.

The Case Management System operates

on three principles:

■ Victims should not have to undergo

duplicative intake procedures when

requesting services from different

agencies for the same victimization

incident.

■ Victims should feel that services are

being provided by a connected system

or network.

■ Sharing information among multiple

service providers, with the consent of
7

USING TECHNOLOGY TO ENABLE COLLABORATION

the victim, is a good way to achieve

a connected system or network of

services.

The CMS concept is an improvement

over other case-tracking systems because

it offers victim service providers a comprehensive tool for gathering and exchanging victim service information,

including assessing and tracking critical,

intermediate, and long-term needs of victims of crime across multiple agencies.

Through CMS, victim advocates can use

a standard intake and assessment process,

make electronic referrals for service with

other providers, ensure services were delivered, collect victim feedback, and prepare automated reports. This valuable

exchange of information is possible because security was a top priority for the

creators of CMS. They designed CMS to

be a safe conduit for sharing information

among community-based victim service

providers.

Twenty agencies use CMS to provide services to meet the specific needs of crime

victims in a culturally sensitive manner.

Eighteen of these are community-based

agencies that share case information

through CMS. Two agencies are based in

the criminal justice system and operate in

a stand-alone context, using CMS only to

track services and provide case management within their own agencies. This is

to protect victim confidentiality because

any information about victims received by

them is open to discovery by defense attorneys. Another agency, Denver’s largest

hospital, has a sophisticated case management system in place and uses CMS only

to track the success of referrals made to

ProviderNet agencies.

Sharing case records among organizations

was a new and innovative idea in victim

services and further development was required before it could be automated. The

Case Managers’ Committee was formed to

help the technology project manager and

software developers define the standard

forms, rules, policies, and procedures to be

used in this project. This joint work became the basis for the design and operations of CMS. 

All 20 CMS agencies agreed to use the

standard intake and assessment forms that

were generated for CMS based on each

agency’s actual intake and assessment 

procedures. In addition, forms were customized for each agency to collect information specific to the agency, such as

community education, funding reports,

and service delivery assessment.

Under CMS, when a victim requests 

services from one community-based

ProviderNet CMS agency, a CMS staff

member asks the victim whether he or

she is currently receiving services from

another ProviderNet agency. If the victim

is receiving services from another community-based ProviderNet agency, the CMS

staff member, with the victim’s consent,

electronically acquires the completed intake information. Or, if the victim is receiving services from a criminal justice

agency, the CMS staff member identifies a

criminal justice contact for coordinating

advocacy for the victim. If the victim is

not receiving services elsewhere, the intake and assessment are completed at that

time. From the assessment, a service plan

is developed for the service provider and

victim to follow as they work together.

The service plan also provides a way to

follow up on referrals for service with

other agencies. During their work together, the service provider may identify additional referrals for the victim and use the

online Resource Directory to search for,

print, and electronically record these referrals. When such referrals are made

within CMS agencies, the CMS provider

can again use the Resource Directory to

search for, print, and electronically

record and forward the victim’s intake, 

assessment, and service information. It is

up to the victim whether to share his

or her case record with one or many

ProviderNet agencies. Written consent

forms are printed individually for each referral agency. Advocates’ confidential case

notes are never shared among agencies;

they are kept separate and are not attached to the intake, assessment, or service history documents.

The Case Management System makes 

administrative tasks much easier for victim service agencies. Agencies can generate a client satisfaction survey at any

point in a case. Cases can be stored on

CMS and retrieved immediately for up

to 10 years. For periods longer than 10

years, cases are archived and can be retrieved by the system administrator upon

request. Data in CMS allow agencies to

electronically generate grant reports for

the Victims of Crime Act (VOCA), the

Domestic Abuse Assistance Program Act

(DAAP), and local victim assistance program funders.

Security has been a primary concern in

developing the VS2000 technology system. Although very little information

in the Resource Directory and Training

Center needs high security, CMS does

contain confidential information that is

secured through measures at the user and

system design levels. 

Security at the User Level

All victim service providers who are

part of the VS2000 ProviderNet have 

access to the Resource Directory, the

Training Center, and CMS. A technology

contact within each agency is responsible

for notifying the VS2000 system administrator when staff members join or leave

the agency. When a new staff member is

added to the user database, he or she is 

assigned a login identity by the system 

administrator. Then, the new employee

enters the system using three levels of
OVC Bulletin

8

password protection known only to the

individual and administrator. The password is composed of a portion of the new

employee’s social security number, the

new employee’s mother’s maiden name,

and an alphanumeric combination chosen

by the new employee. When a staff member leaves an agency, the system administrator can immediately remove his or her

access to the system. 

CMS also has user security levels within

the system to ensure that staff members in

victim service agencies use CMS only

within the parameters of their job duties.

For example, intake/data users can only

enter data into the system and cannot access existing case data. Service provider

users can enter and edit data in their own

cases and run reports. Supervisor users can

delete records and reassign cases. The system administrator is a super user and controls access for all users.

In addition, victim service providers in

criminal justice agencies never share case

records with other providers. These advocates use CMS only as a stand-alone application within their own agencies. Their

case data do not reside on the VS2000

server but on the servers physically located within their own agencies.

Security at the System Design Level

Security was factored into the design

of CMS. Although any computer with

an Internet connection can access the

Resource Directory and the Training

Center, this is not the case for CMS,

which relies on user location to verify 

legitimate users. Like using a file cabinet

in an agency, where one must be in the

file room and have the correct key to get

into the cabinet, a CMS user has to be at

a computer terminal inside one of the 20

ProviderNet agencies and have a valid

login identity and password to gain access

to CMS information.

CMS runs on a network server maintained by the system administrator. When

agencies share case records, a specific user

at one agency sends a message to the server to share certain data with a specific user

at another agency. Supervisor users can

reassign cases when a user on their staff is

on vacation or leaves the agency. All

records entered into the system by a particular agency are the property of that

agency and cannot be accessed by other

users outside the process designed for

sharing. Case notes, which may contain

confidential information, are never shared

with another agency, even when a case

record is shared. However, case notes can

be shared among staff within an agency.

Sharing case information is permitted

only with the victim’s informed, written

consent. The computer process for sharing case information mirrors the paper

process that has historically been used

by victim advocates. When an advocate

wants to make a referral or get information from another ProviderNet agency

from which the client is currently receiving services, the advocate provides the

client a written consent to release information form that is generated by CMS for

each referral agency. Once the victim

signs the consent to release information

form, it is entered into CMS and allows

sharing of case information. The originating agency keeps a copy of the signed

form on file.

CMS affords further protection to its

users. Data are not sent over the World

Wide Web, where others could gain 

access to them. Rather, VS2000 agencies

use digital subscriber lines (DSL) to 

connect to the server that runs CMS.

DSL is a highly secure, “always-on”

Internet connection that allows case

records to be shared via a private network,

or intranet. In addition, the system has a

sophisticated firewall between the

VS2000 server and the Internet that

blocks unauthorized users or “hackers.”

The physical security of the VS2000 server is maintained at all times. The server

is located in a community agency in a

locked room to which only the system administrator and backup administrator have

access. Operational procedures require

that all system administrator candidates

undergo a criminal history check.

The combination of these procedures

has assured victim advocates in Denver

VS2000 that victims and their case

records can be kept safe.

Technical Description

of System Design

Exhibit 1 illustrates the architecture of

the VS2000 information system.

Web-Based Technology

Traditional client user/server architecture for the implementation of information systems consists of special software

that runs on both the server machine and

the individual client user machine. The

software is maintained for both and must

remain synchronized to perform properly.

The server machine typically stores the

database records associated with the information system and “serves” those records

to client users when requested. Whenever

the information system is upgraded to fix

bugs or enhance functions, both server

and client software must be updated. Any

client machines that need the upgrade

must have the new software installed.

While this type of information system

maintenance is common, it introduces

greater chance for errors and increases the

complexity of the computer network for

the system administrator as well as the

complexities associated with managing
9

USING TECHNOLOGY TO ENABLE COLLABORATION

the development and configuration of

software components.

In the past few years, new Web-enabled

development technologies have provided

another option to developers of information systems. Web-enabled systems typically require the development of only one

component that runs on the server. Each

client who wishes to use the software can

simply access the Internet, intranet, or

Virtual Private Network (VPN) through

a Web browser application, such as

Microsoft Internet Explorer or Netscape

Navigator.

The information system for VS2000 uses

Web-enabled technologies for several 

reasons:

Less expensive development upgrades

and releases. When providing upgrades,

VS2000 needs to maintain only one software application rather than several.

Less disruptive upgrades and releases at

user sites. When a new release of software is available from VS2000, no one

will disrupt users to install new software

on their machines. The installation will

occur seamlessly from the server. Although new software installation may require additional training for users to learn

new upgrade functions, it will not create

computer “down time” and service visits

to users’ computers.

Independent operating system and platform for user equipment. To accomplish

client user/server implementation in the

past, the client user and the server had

to have the same operating system and

often the same type of equipment. For 

example, if the server used an IBM operating system and equipment, the client

user could not successfully use the information system of a Macintosh computer.

However, since technological improvements have made Web-enabled implementation possible, client users now

can use different operating systems and

equipment and still successfully use the

application without special software. The

client user’s machine will simply need to

have an Internet Web browser installed.

By selecting Web-enabled technologies,

the VS2000 network has many options

when configuring client user machines to

access new information systems. This approach to development and deployment

of software is the best choice for the diverse set of clients in the VS2000 CMS

network.

Laptop Computer VS2000 Central Server

Community

Advocate Dial-Up Using VPN

IBM Compatible

VS2000 ProviderNet Site

IBM Compatible

Local Area

Network

(LAN)

DSL Connection

IBM Compatible

VS2000 ProviderNet Site

DSL Connection

IBM Compatible

IBM Compatible

IBM Compatible

Local Area

Network

(LAN)

Exhibit 1: Denver VS2000 Information System Architecture
OVC Bulletin

10

Operating Platform

VS2000 chose Microsoft Windows NT

as the platform for the server of its information system. This operating system 

enables stable server implementation and

allows the use of a Microsoft SQL server

as a database management system for the

back end of the VS2000 Case Management System. As stated above, CMS will

run on any system with a Web browser.

Microsoft Internet Explorer 5.0 has been

installed on each of the machines in the

network to make training easier and more

consistent, but this is not a requirement

of the case management software.

Training and setup become much simpler

with this layout, and the system is more

easily replicated because there are no 

proprietary components.

Minimum Specifications

The minimum specifications for a

stand-alone system in the network to 

access CMS, but not share records, are

Windows 95, Pentium/200mhz, 2 GB

hard drive, 32 MB RAM, Internet

Explorer 5.0, and Microsoft DUN 1.3.

Stand-alone systems either will use

their agency’s networks to dial into the

Internet or use an Internet service

provider like America Online to access

other parts of the VS2000 information

system such as the Resource Directory

and Training Center.

The minimum specifications for a system

networked on the secured WAN to share

case records are Internet Explorer 5.0,

Pentium/200mhz, or Power PC. While

at least 32 MB RAM and a Pentium/

200mhz machine are recommended,

there are no absolute hard disk or memory requirements.

System Capacity

The system being developed has 15 gigabytes of space available to hold case

records. Currently, the largest amount of

space available to store information is approximately 40 kilobytes. With 10,000

new case records created every year, the

system will hold more than 30 years’

worth of case record data if the number of

case records produced annually does not

increase. This increased capacity will

make it possible for the system to maintain three times the current capacity of

stored data for 10 years before a single

record must be archived.

Confidentiality and Security

VS2000 uses DSL to provide secure

network connections among all agencies

that share case information. The key benefit of DSL is that it uses the existing infrastructure of installed copper cables to

transmit data via telephone lines. This

saves the costs of installing a dedicated,

wide bandwidth, fiber optic cable, which

can range from $1,000 to $1,500 per site.

Unlike most alternatives, DSL technology

does not require a large initial expenditure and is therefore very attractive to

those with access to existing copper telephone lines. As new organizations demand service, individual modem links can

be provided, incrementally increasing the

costs.

To provide security and keep CMS data

confidential, a software application called

a “firewall” will be installed at the centrally located server. Each user in each

agency in the secure network will be required to provide authentic user identification and a password to access the secure

private network. In addition, a hardware

device called an R7100 Router has been

installed at each of the agencies that

share case management information in

the secure network. This device guarantees that case management information is

transmitted only between recognized

Internet Protocol (IP) addresses.

VS2000 also will use VPN, which allows

community advocates to gain access to

the system over an encrypted connection

from laptops in the field. VPN also allows

easy expansion of the information system

so additional agencies and users can be

added to the VS2000 network. A minor

software installation on an individual

user’s computer makes this possible, provided that the user has access to the

Internet. 

Exhibit 2 illustrates the flow of information in the VS2000 information system

and the roles of all those involved in its

use, including users, administrators, and

funding agencies.

Implementation of the

Information System

Project Management

As a group of victim service providers

with no significant technology expertise,

VS2000 staff found planning and implementing a major technology initiative

were daunting tasks. One of the most critical decisions made during the development and funding of the project was to

obtain the services of a technology project manager, whose expertise was essential

to project success. Regardless of the domain in which they are built, all information system projects benefit from having a

project manager oversee their execution.

Technology Project Manager

The VS2000 technology project manager organized and oversaw the development of the entire VS2000 system,

including analysis of requirements, project

planning and implementation, and pilot

testing at user sites. The technology project manager performed many tasks during

these phases of development, including

meeting with potential system users to 
11

USING TECHNOLOGY TO ENABLE COLLABORATION

determine their needs; designing the system based on those needs; planning and

estimating the project; analyzing risks;

scheduling resources; allocating budgets;

and facilitating discussion among staff,

users, system developers, and contractors.

Given the complexity of the VS2000 information system, one person maintaining 

consistent oversight throughout the development process was crucial to successful implementation.

Documentation

The technology project manager developed several documents critical to the

success of the project, including requirements specification and design documents. The requirements specification

detailed all functions required by users,

all data that had to be collected and

processed by the system, and all reports

that the system had to produce. User security requirements, data confidentiality

requirements, and special processing functions, such as backup and recovery of

data, also were included in this document.

The design document was created to assist

the software development team during

the implementation of the information

system. It describes in detail each of the

system functions, such as “open a case”

and “close a case.” The design document

also includes rules, data to be processed,

process flow, user input, and system output. These two documents—the requirements specification and the design

document—were critical in the development of a Request for Proposals (RFP)

and the subsequent selection of a vendor

to develop the VS2000 system.

Hardware Assessment and

Acquisition

For ProviderNet members to successfully use the system being designed, the capacity of ProviderNet agency computer

equipment had to be assessed to determine if it could access the system. The

long-term, complex assessment gave agencies an opportunity to take stock of their

technological capacity. In addition, the

prospect of new computer equipment motivated agencies to become involved with

the project.

A technology survey was created and conducted twice during the development

process. Administered first to obtain a

baseline of the types of equipment existing at each site, the information collected

was then included in a technology profile

for each site. Minimum hardware specifications were developed as part of the system design specifications, and this

information was distributed to ProviderNet agencies for use in their own grant

applications. Agencies requested and were

granted computers from the state VOCA

board, making a second survey necessary.

VS2000

ProviderNet

Users

VS2000

Information

Specialist

Electronic

Reports Funding

Organizations

Service Provider 

Information

Community

Users

Search for Provider 

in Web-Based 

Resource Directory

Custom 

Reports, Case 

Information

General

Information,

Training Center

Case Data regarding 

Clients, Services, 

Referral Needs, 

Victimization, 

Related Clients

Requests for VS2000

General Information,

Training Information

Updates to

Resource Directory

Content

Resource Directory 

Reports

Victim 

Services 

2000 

Information 

System

VS2000

System

Administrator

System

Reports

Central Respository

Maintenance Tasks

Web Site Maintenance Tasks

Exhibit 2: Denver VS2000 Information System Process Flow
OVC Bulletin

12

Administered 6 months later, the second

survey updated the technology profiles before project management ordered equipment for installation at the sites. Two sets

of site visits were necessary to complete

this assessment. These visits to ProviderNet

agencies resulted in several added benefits. VS2000 staff and contractors were

able to meet individually with agency

staff, get to know them, and help them

clarify their technology goals and needs.

ProviderNet agencies reported that the

discussions during these visits were

tremendously beneficial. In addition,

VS2000 staff helped install and explain

the use of other computer equipment in

many agencies and provided training on

the use of Windows 95/98, the Internet,

and e-mail. These experiences helped

build agencies’ trust in the project and the

project staff.

Several manufacturers and methods of obtaining computers were considered prior

to the decision to purchase equipment.

The high operational costs associated

with maintaining a lease program

throughout the year for all sites was not

within the scope of the project. Therefore, computer equipment was purchased

from a vendor using several criteria, including price, service agreement, and

quality of equipment. A total of 13 workstation computers and 3 server computers

(one central server and two SQL servers

for stand-alone agencies) were purchased

for the project. The technology project

manager and the system administrator 

installed the computers. The system administrator also installed Local Area

Networks (LANs) within each of the

community-based ProviderNet agencies

that use CMS. ProviderNet agencies

found this to be a tremendous benefit.

Assistive Technology for People With

Disabilities

In the past decade technology has become a bridge between the disabled

and nondisabled worlds. Computers

and computer-based programs and

equipment have begun to take the

place of eyes, ears, and limbs. Assistive

technologies provide helpful tools to

agencies that work with people with

disabilities. These technologies have

allowed individuals who might otherwise not receive services to be independent and actively involved in the

decisionmaking process for themselves.

Several innovative technologies have

been designed to help people with visual impairments use computer-based

technology, allowing them to operate a

computer with ease and efficiency and

negating the need to have information

translated or read aloud. Software is

now available that allows the user to

print pictures from the computer

screen as raised-dot, tactile, graphic

presentations. Personal Braillers are

available that can work with any computer on the market. Write: OutLoud

is a talking word processor that individuals with learning or physical disabilities may find helpful. IBM’s Screen

Reader converts screen information

into speech, enabling users to hear,

rather than read, words on the screen.

Finally, there is Home Page Reader,

which provides Web access to people

who are blind or visually impaired.

Companies such as IntelliTools Inc.

create and distribute alternative keyboards and software for individuals

who have physical, visual, or cognitive

disabilities. Text Help develops software that addresses the writing needs

of people with learning or other cognitive disabilities. Able Net is known for

line switches for use by individuals

with physical disabilities and augmented communication devices. MayerJohnson is best known for its picture

communication programs that often

are used by individuals with developmental disabilities. IBM and other

companies help people with disabilities

acquire modified computers for personal and work use.

Funding sources such as the Victims of

Crime Act (VOCA) provide grants to

victim service providers for the purchase of assistive equipment to increase access to services and upgrade

existing equipment and software.

Information on assistive technology

can be obtained from the Internet and

local companies, several of which are

listed in the Additional Resources section of this bulletin.

By Debora Beck-Massey
13

USING TECHNOLOGY TO ENABLE COLLABORATION

Selection of a Vendor

After the requirements for the system

and hardware needs had been determined,

VS2000 staff began the process of finding

the best possible vendor to customize

and build software to meet those needs.

VS2000 staff developed an RFP that 

included the system requirements and 

design specifications. This RFP was distributed to software developers around the

country. A panel of local technology experts and VS2000 staff reviewed the

seven responses received and made their

selection based on adherence to design

specifications and system requirements,

experience, and affordability.

Pilot Testing

The motto “pilot and refine” has been

the mainstay of VS2000 technology development. Every effort has been made to

meaningfully involve end users in the development of the information system for

two reasons. First, involvement of end

users will result in a more successful system. An information system designed by

its end users is much more likely to meet

their needs and be an effective tool when

they use it. Second, involvement of end

users will help psychologically as these

end users make the transition to the new

system. The introduction of technology

into victim services represents a huge cultural change that cannot be underestimated. End users who have had a meaningful

role in developing the technology they

now must use are more likely to feel comfortable with it.

Each component of the VS2000 information system underwent rigorous pilot testing by end users. From the planning stage

to the end, the VS2000 Technology and

Automated Systems Team oversaw all

technology development. This team reported directly to the steering committee,

the governing body of VS2000. As each

component was being developed, agencies

willing to pilot test the applications were

solicited. An effort was made to ensure

that these agencies varied enough in size,

service complexity, cultural orientation,

and staff and volunteer makeup to accurately represent all end users. Based on

recommendations from the project manager and system developers, the Technology and Automated Systems Team

oversaw the development of pilot processes, including the selection of sites, duration of testing, development of test

questions, and analysis of collected data.

The online Resource Directory was subjected to pilot testing by five victim service agencies and ongoing testing by the

Resource Directory system administrator.

The online Training Center was tested

in two phases by a group of 29 service

providers representing 20 agencies in

group sessions, and again by the VS2000

Web site administrator during its later 

development.

The CMS pilot-testing plan involves

three phases. In phase one, five agencies

reviewed the standard intake and assessment screens. Phase two allows all 20

ProviderNet CMS agencies to review

their customized intake and assessment

forms and the general case management

activities. In phase three, seven agencies

will test the three kinds of reporting

(shared, standard, and customized),

client evaluation, and remote data entry

functions.

Operational Procedures

Denver VS2000 staff knew that it was

far preferable to automate procedures that

already exist rather than create new procedures. However, due to the complexity

of the VS2000 information system and

the timelines imposed by grant funding,

this was not possible. Therefore, it was

critically important to create operational

procedures to solidify the relationships and

procedures implicit in the information 

system and to employ a quality system administration. The operational procedures

will be completed in a parallel process

with CMS development and will be available December 2001. These procedures

will be developed by ProviderNet agencies

and will include the specific and necessary

use of applications, policies, and procedures within each agency to support appropriate, effective system use. The

procedures will also delineate the roles

and responsibilities of all parties involved.

System Administration

As discussed earlier in this bulletin, the

Resource Directory is a powerful tool because it is maintained daily by a skilled

information specialist who understands

technology, knows the dynamics of victimization, and is familiar with the agencies that serve victims of crime. Similarly,

the system administrator understands

both the technical aspects of the system

and the critical human factors involved in

its use. The system administrator is responsible for the installation, maintenance, and repair of system hardware and

for training end users on software applications. The system administrator oversees

and keeps current the collection and security of all user information, including 

e-mail accounts, passwords, levels of access, and security restrictions. While serving as a single point of contact for all

users, the system administrator also performs important security functions. If a

victim service provider is no longer employed by an agency in the ProviderNet,

the system administrator can immediately

lock that person out of the system, preventing access to confidential victim data.

Lessons Learned

Plan for Technology

The Denver VS2000 project team soon

realized how important it is to plan for
OVC Bulletin

14

technology rather than letting it evolve

around donated equipment and systems.

Development of information systems and

acquisition of equipment are expensive,

and precious grant dollars must be spent

judiciously. These factors make it imperative that organizations first develop a

technology plan so that information 

systems can be built appropriately and

cost effectively. Many nonprofit technology assessment instruments and guides are

available. A summary of the information

they offer for developing a sound technology plan follows.

Input From End Users

First and foremost, a technology plan

should include a mechanism for continuous input from end users, including victims. Initial information needed for

automation and system requirements

should come directly from end users

through surveys, focus groups, and interviews. Once system development begins,

end users should help review progress and

offer suggestions at significant development stages. Involving end users consistently in system design will result in a

product that meets their needs, enhances

their performance, and benefits their

clients. The introduction of new technology within an agency will present a less

disruptive cultural change if the victim

service providers have been participating

in the creation and development of the

new system they know will benefit them.

Staffing Plan

Developing technology is a complex

process; defining staff roles, responsibilities, and lines of communication are very

important. In the beginning, determine

who will be responsible for software 

development and customization, project

management, grant writing and budgeting, interfacing with end users, and system

administration. Decide who is the best

member of the team to communicate with

end users and how that communication

will be documented. Who is the best person to communicate end user needs to

software developers? If the answers to

your questions indicate two people, ask

how their communication can be facilitated. Weekly status review meetings with

all key players are important for meeting

deadlines and managing complexities.

Needs Assessment

A thorough assessment of needs is critical to the success of a new technology

project. Several organizations have developed technology assessment tools. The

National Strategy for Nonprofit Technology has created a benchmarking tool

that helps organizations assess both their

use of technology and the prerequisites

needed in planning for technology.

One/Northwest Online Networking for

the Environment has developed a valuable assessment worksheet. See Additional Resources at the end of this

bulletin for contact information for

these organizations.

Software Development Plan and

Hardware Acquisition Plan

Make plans for developing and acquiring software and hardware at the beginning of the process following analysis of

requirements. These plans will be revised

as the project progresses and details of the

system’s design become clear.

Project Management

Information system development always benefits from the expertise of a capable project manager. For a successful

outcome, it is important that all communications and decisions about system 

development go through one person

with the knowledge and authority to

oversee development. Consider several

factors when selecting a project manager.

The project manager must have broad

knowledge of technology to oversee and

coordinate activities from programming to

procurement. The project manager must

understand all phases of development well

enough to spot problems and monitor corrective action. More important, the selected project manager must be able to

bring together and communicate well

with software developers, program funders, and end users.

For successful development and implementation of the system, the project manager must gain the trust of the end users,

who in this case are victim service

providers. The project manager must understand that victim service providers belong to a particular work culture and

often consider their work more of a mission than a job. The project manager

must take into account the unique differences of those who work in the victim

services field. For example, corporate

workers may experience the introduction

of technology into their jobs as just another tool to master to get things done. In

contrast, victim service providers are apt

to see implications and voice various concerns and questions about the introduction of technology into their jobs. One

concern is money. Victim service

providers know funds are limited, so they

want to be sure expenditures for technology do not shortchange services to victims. Another concern is victim safety.

Victim service providers are extremely

concerned about how technology may

compromise the privacy, safety, and security of their clients. The project manager

must address the concerns of the victim

service providers in language they understand. Recognizing their passion for their

work, the project manager can explain to

victim service providers how the technology will allow them to provide more and

better services to clients. Hearing their

concerns about misspending limited

funds, the project manager can explain

how the financial investment in technology will return many times its value in

terms of the organization’s effectiveness

and productivity in serving victims of
15

USING TECHNOLOGY TO ENABLE COLLABORATION

crime. When explaining to victim service

providers that the information about their

clients is secure, the project manager

needs to explain how secure the information is. Victim service providers know

that secure client information will keep

their victims safe, so they want reassurance that the system is secure. It is very

important that the project manager understand the dynamics of victimization

and appreciate the danger to domestic violence victims when perpetrators hack

into computer systems and obtain victim

information. Unlike typical computer

hackers, violent offenders use the information they get to commit more violence, even murder.

How does a group or organization find

this perfect project manager? One way is

to invite the most skeptical participant in

a technology project to help interview

candidates for the position. Make sure

other end users are involved as well. Ask

questions about key issues and listen to

the answers. The field of technology is

growing very rapidly and so is the field of

victim services. Many people want to use

their expertise to help others. With some

time and thoughtful effort, you can find

the right project manager for your project.

To define the scope of work for a prospective project manager, consider the following tasks, which have been adapted from

a “job description” developed by One/

Northwest Online Networking for the

Environment:

■ Conduct a formal assessment of the

organization’s current capabilities.

■ Evaluate existing equipment to 

determine if it can be upgraded to

meet your needs.

■ Provide detailed upgrade 

recommendations.

■ Provide specific purchase recommendations for required new 

equipment.

■ Offer cost-effective solutions for the

organization’s technology needs.

■ Recommend ways the organization

can use technology strategically to 

accomplish its mission.

System Administration and

Maintenance

After such a large and complex information system is completed, everyone involved hopes to sit back and enjoy the

fruits of their labor—a smooth, troublefree system. Time for a reality check!

Sooner or later, unforeseen operational

problems will appear. Inevitably, end users

will envision and demand enhancements.

This is when maintenance contracts become very important. Generally costing

between 10 to 20 percent of the cost of

the entire system, a maintenance contract

will deal with these issues. In the case of

the VS2000 project, a maintenance contract could include the following:

■ Adding functions, such as capturing

additional data.

■ Enhancing the system with new program components, such as the capability to write restitution checks to

victims.

■ Adding agencies (users) to the

ProviderNet, including customizing

intake.

■ Upgrading the system to take advantage of new software releases, such

as Windows NT or new browser 

versions.

The world of technology, including software applications, is constantly changing.

A well-designed software application

should meet the needs of its end users for

7 to 10 years, as long as those needs do

not drastically change. However, enhancements and upgrades are sometimes

necessary to take advantage of new technology or address newly defined needs.

For large and small technology initiatives,

system administration and cost are important operational components. As the field

of victim assistance attracts a broader and

younger range of professionals who are already familiar with computer technology,

our agencies will become more technology savvy. Sometimes system administration can be written into a qualified

employee’s job description, leading to exciting career opportunities inside or outside the victim assistance field. For a

project the size of Denver VS2000, a fulltime system administrator with significant

network experience is necessary.

Information system projects of all sizes

need an administrator and a project manager who communicate well in lay terms

and understand and respect the context

in which victim assistance professionals

work. 

Buy Versus Build—Software

Three options are available when creating an information system—purchasing

a prepackaged software application from a

retailer, building a custom software application, or customizing an existing application using internal staff or a software

development company. The first step in

determining which option is best for your

project is preparing a requirements specification for your software. This specification provides a checklist for evaluating

existing software applications available for

purchase from a retailer. If the software

application does not meet the users’ needs

as defined in the requirements specification, and the software application cannot

be modified to do so, then it is not a good

option. The specification can then be

used to determine the cost of building a
OVC Bulletin

16

included, negotiate for the availability of replacement equipment when

needed to assure little to no interruption in operations during servicing.

■ Software upgrades. The lease agreement should include equipment 

upgrades with new software “patches”

(to fix software problems) when

available from the manufacturer of

the preinstalled software. A software

upgrade service agreement would automatically make available to the

leaseholder any improvements to that

software. The leaseholder may decide

not to accept an upgrade, but upgrades should at least be offered.

■ End-of-lease option to replace equipment. Because computer equipment

quickly becomes out of date, it is important that the lease agreement 

include the option to obtain replacement equipment at the end of the

lease—not just the option to buy 

existing equipment.

Implications of the

VS2000 Project

Impact of VS2000 System on

Delivery of Victim Services

All components have not been completed and integrated, so it is too early to

assess the impact of the Denver VS2000

information system. However, anecdotal

reports and comments by VS2000

ProviderNet members indicate that system users are thrilled with their new technology and the increased capacity it gives

them. They are delighted with the ease

with which they now share information

with colleagues and serve victims more effectively and innovatively. An evaluation

component of CMS will allow VS2000

staff to evaluate the system’s effectiveness

through the eyes of both victims and service providers and use this information to

develop system enhancements.

Flexible and Versatile

The VS2000 information system was

designed for replication in a variety of 

formats, contexts, and geographic areas.

The Resource Directory may be used by

one victim service agency or by a group of

agencies that share resources. The resources may be shared by geographic area,

as in the case of VS2000, or by particular

victim population, such as a coalition of

sexual assault and domestic violence programs. The directory may be used to link

resources in a particular community, state,

or region. Similarly, the online Training

Center may be used by a community,

state, region, or coalition of victim service

providers to share training opportunities

and resources. Designed for use by one

agency or a group of agencies who want

to share case records, CMS offers a powerful case management tool for victim 

service providers. CMS is the first case

management system designed not to be

limited to one particular group of victims

or clients.

Available to All

The entire VS2000 technology system has

been developed in the public domain and is

available, free of charge, to anyone who requests it. The question for prospective

users of the system is the same one that

faced VS2000—to “buy or build?” Components of the system will be available as

“off the shelf” products, complete with

operating guidelines, ready to install and

use. The source code also will be available

for prospective users to customize the applications. Please check the OVC Web

site for details.

custom software application by negotiating a contract with a software development company or consulting firm.

Estimate each function within the specification for development and completion

costs by the software development vendor. If the cost does not fit within the

project budget, consider postponing some

functions within the requirements specification for implementation at a later time.

Buy Versus Lease—Hardware

Today, buying and leasing are the two

options available for the acquisition of

computer equipment. Evaluate these 

options by considering several criteria.

First, determine how long the computers

will be used by the end user. Keep in

mind that computer equipment and components change rapidly. Equipment purchased today is outdated in 1 to 2 years,

sometimes sooner. If you expect the computers will be used for a long time before

funding will be available to replace them,

leasing is the better option because 

leasing contract terms often allow for

equipment upgrading sooner than would

occur if you had purchased the equipment. Does your budget allow for ongoing

monthly costs? A lease option requires

monthly lease payments. If your project

cannot afford this monthly outlay of cash,

then leasing is not an option for you despite the “length of use” criteria noted

earlier.

If you choose the lease option, be sure the

lease includes

■ Service and maintenance. Ongoing

service and maintenance for the

equipment should be part of the lease

agreement. This type of lease can include onsite service, telephone support, and offsite service that requires

shipping equipment. If onsite service

is included, check for response time.

How quickly can support personnel

get to your site? If offsite service is 
17

USING TECHNOLOGY TO ENABLE COLLABORATION

For More Information

F

or more information about the

Denver Victim Services 2000

Project and related products, please

contact Denver VS2000 or OVC.

Office for Victims of Crime

U.S. Department of Justice

810 Seventh Street NW., Eighth Floor

Washington, DC 20531

202–305–5983

Fax: 202–514–6383

Web site: www.ojp.usdoj.gov/ovc

Denver VS2000

303 West Colfax, Suite 1300

Denver, CO 80204

Marti Kovener, Project Director

720–913–9256

Fax: 720–913–9090

Web site: www.vs2000.org/denver.htm

For copies of this bulletin, other OVC

publications, or information on additional

victim-related resources, please contact:

Office for Victims of Crime Resource 

Center (OVCRC)

Box 6000

Rockville, MD 20849–5500

1–800–627–6872 or 301–519–5500

Web site: www.ncjrs.org

E-mail: askovc@ncjrs.org

Additional Resources

Needs Assessment Instruments

National Strategy for Nonprofit Technology (NSNT) Benchmarking Tool

Web site: www.sustain.org/nsnt

One/Northwest Online Networking 

for the Environment Technical 

Assessments

Web site: www.onenw.org/assess

Acknowledgments

OVC gratefully acknowledges Erin Stark and Marti Kovener for capturing the experiences of the VS2000 Project in Denver, Colorado, for inclusion in this bulletin.

OVC also gratefully acknowledges Patricia Risley for her technical contributions to

this initiative.

Denver Victim Services 2000 Steering Committee

AMEND

Asian Pacific Development Center

AT&T Wireless Services

City Attorney’s Office, Domestic 

Violence Unit

Colorado Association of Black Nurses

Colorado Attorney General’s Office

Colorado Coalition Against Domestic 

Violence

Colorado Coalition Against Sexual 

Assault

Colorado Council of Churches

Colorado District Attorney’s Council

Colorado Division of Criminal Justice

Colorado Oklahoma Resource Council

Colorado Organization for Victim 

Assistance

Colorado Outward Bound School

Colorado State Judicial Probation 

Services

Community-at-Large

Denver Child Advocacy Center

Denver Community Corrections

Denver County Court Probation

Denver Crime Victim Compensation 

Program

Denver Department of Human 

Services

Denver District Attorney’s Office

Denver Health Medical Center

Denver Indian Health and Family 

Services

Denver Police Department

Denver Sheriff’s Department

Denver VALE Board

Denver Victims Service Center

Domestic Violence Initiative for 

Women with Disabilities

Equality Colorado

Federal Bureau of Investigation

HECHO

Justice Information Center

Kempe Child Protection Team

KWGN–TV Denver

Muslim Women’s Society

Project Safeguard

Promoting Alternatives to Violence 

Through Education

Rape Assistance and Awareness 

Program

SafeHouse Denver

Servicios de la Raza

Sexual Assault Interagency Council

The Spiritual Dimension in Victim 

Services

Urban Peak

U.S. Attorney’s Office

Victim Offender Reconciliation 

Program

WINGS Foundation
OVC Bulletin

18

Benton Foundation Best Practices 

Toolkit

Web site: www.benton.org/Practice/ 

Toolkit

Other Information Systems

Agency Systems

513–761–5610

Web site: www.agency-sys.com

ebase

Web site: www.ebase.org

IIS (Integrated Information Systems, 

Inc.)

602–966–8800

Web site: www.iisweb.com

IRis

Benchmark Enterprises

1–800–458–7327

Web site: www.irissoft.com

ITS (Integrated Tracking System)

Texas Department of Human Services 

Family Violence Program

512–438–5299

Web site: grp.dhs.state.tx.us/its

National Domestic Violence Hotline

512–453–8117

Web site: www.ndvh.org

SAVAN (Statewide Automated Victim 

Assistance and Notification)

1–877–NCS–AVAN

Web site: www.ncsavan.org

VAdata (Virginia Statewide Data 

Collection System for Domestic 

Violence Programs and Sexual 

Assault Centers)

Web site: db.rtk.net/vadata/information. 

html

VINE (Victim Information and 

Notification Everyday)

1–800–816–0491

Web site: www.vineco.com

Assistive Technology

Assistive Technology, Inc.

Web site: www.assistivetech.com

Lorin Software

P.O. Box 541558

Orlando, FL 32854–1558

Write: OutLoud

Don Johnston

Web site: www.donjohnston.com/

catalog/writoutd.htm

IBM Screen Readers

IBM voice of the World Wide Web

Web site: www.ibm.com/able/snssrd.html 

or www.ibm.com

Exceptional Computing

Web site: www.exceptionalcomputing. 

com

Words + EZ Keys for Windows

Web site: www.words-plus.com

NanoPac, Inc.

Technology for Independence

Web site: www.nanopac.com

Magni-Cam

Electronic magnifier

Web site: www.magnicam.com

Other Resources

Center for Non-Profit Technology

Web site: www.cnpt.org

CUSSN (Computer Use in Social 

Services Network listserv)

Web site: www2.uta.edu/cussn

Information Resources

Philanthropy News Network

Web site: www.pnnonline.org

Promising Strategies and Practices in 

Using Technology To Benefit Crime 

Victims

National Center for Victims of Crime

1–800–FYI–CALL

703–276–2880

Web site: www.ncvc.org

Social Ecology Incorporated

Provides nonprofit e-mail and intranet 

internal communication software

Web site: www.socialecology.com

VAST Inc. (Victim Advocates Software 

Team)

Provides victim services technology and 

project management services

Patricia Risley, President

512–633–5089

E-mail: VAST@aol.com 

Note

1. In Denver, AT&T Wireless Services

provides this 911 program, along with cellular phones and access for nonprofit victim services staff and volunteers working

with victims of crime.

NCJ 187528

This document was prepared under grant

number 97–VF–GX–K001, awarded by the

Office for Victims of Crime, Office of

Justice Programs, U.S. Department of

Justice.The opinions, findings, conclusions,

and recommendations expressed in this

document are those of the author and do

not necessarily represent the official position or policies of the U.S. Department of

Justice.

The Office for Victims of Crime is a component of the Office of Justice Programs,

which also includes the Bureau of Justice

Assistance, the Bureau of Justice Statistics,

the National Institute of Justice, and the

Office of Juvenile Justice and Delinquency

Prevention.
www.ojp.usdoj.gov/ovc

NEW

NEW

NEW

✔

www.ojp.usdoj.gov/ovc

The Office for Victims of Crime

Web site now has

Consultant Database

Online Ordering

(Publications and Other Products)

2001 Training Calendar

Check it out ✔