Why municipalities lack a clear business case
Many municipalities deal with home care in an operational mode, not as a strategic service. Decisions are made based on monthly pressure, not data. The result: the service works, but it does not scale.
The business case should answer a simple question: **what will the municipality gain if it digitizes the service, and how quickly the investment pays back?**
KPIs that make sense to track
- average coordination time per 1 client,
- the share of reports not closed on time,
- the number of "last minute" schedule changes
- the number of claims/complaints about the course of the service,
- administrative time of executives,
- caregiver workload.
Without these indicators, decisions about efficiency remain mostly subjective.
Cost items to be counted
1. Direct personnel costs for coordination. 2. Administration connected with reports and control. 3. Costs of errors (duplications, unrecognized reports, complaints). 4. Costs of unplanned substitutions. 5. Reputation costs (trust of citizens, political risk).
Typical benefit after digitization
- 15–30% savings in coordination time,
- faster closing of reports,
- higher predictability of the service budget,
- better preparedness for inspection,
- higher satisfaction of clients and families.
The exact percentages vary by municipality size and initial state, but the trend is consistent.
How to build a decision for the council
- name the current problem with numbers,
- show three scenarios (no change / partial digitization / complete digitization),
- define KPIs for 3, 6 and 12 months,
- determine responsibilities for implementation,
- prepare a reporting framework for committees and management.
The most common mistake
Focus only on the price of the license. The correct business case always evaluates the **total costs of operating the service** and the **quality of the output for the citizen**.
Conclusion
Digitization of the care service is an investment in governance, quality and financial stability. Municipalities that delay it usually pay more hidden costs.