System service provision and client service utilization in public sector, human service organizations

Service provision and client utilization at the catchment area level were studied to provide data relevant to (a) comprehensiveness of care, (b) client behavior with human service organizations, and (c) management and policy in times of fiscal decline and/or scarcity. Four human service organizations and 3529 clients seen over a six-month period were sampled. At the system level, data revealed a 100% duplication rate by the four organizations for nine service categories. At the individual level, 7% (n = 250) of the clients were multiorganization users and of these, only 150 received duplicated services. Implications of these data for comprehensiveness of care, utilization and provision duplication, human service system impetus and future research were discussed. Overcomprehensiveness of service provision may be a problem. At the client level, more research on differences between the multiorganization user who does and does not receive duplicated services is needed.