Case study

Unique Social History and Advanced Telecare

The Community of Madrid is committed to the digital transformation of its social services system through the design, construction and implementation of an interoperable Single Social History (SSH) and an Advanced Telecare (AT) platform, using Virtual Desk's SOCYAL product as a basis for its construction.

The goal is to unify information from dozens of systems and entities, offer a 360º view of the person, and evolve from a reactive model to a proactive, preventive, and predictive model of social care.

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In a context of growing demand and complexity of social services, the Community of Madrid faced the challenge of transforming its social services system, with the ultimate goal of reducing waiting lists and improving the quality of life of its citizens.

+2.500M€

Social Budget

90%

Prolonged delays

100%

Lack of interoperability

The Community of Madrid faced key challenges in managing its social information and coordinating the system:

  • Large dispersion of information: multiple applications, databases and spreadsheets, without a single, structured repository of each person's social history.
  • Technological heterogeneity in local entities and intermunicipal associations: different tools (SIUSS, own managers, aid systems, etc.) with non-harmonized data models.
  • Critical processes supported by outdated technology, such as the use of desktop tools (Access) and folder structures to manage highly relevant files (e.g., dependency).
  • Lack of a 360º and longitudinal view of the user, hindering monitoring, interdisciplinary coordination and evaluation of results.
  • A primarily reactive telecare model, focused on emergency response, with little data exploitation and limited predictive and preventive capacity.

The Community of Madrid chose SOCYAL from Virtual Desk to build an advanced HSU solution based on a modular and interoperable architecture, designed to evolve along with the needs of the social services system.The development of the solution included:

  • Definition and modeling of the Single Social History: unified data structure, definition of episodes, intervention and follow-up plans, aligned with interoperability standards and requirements.
  • Integration of internal and external sources: regional systems, BDUC, local entity applications, dependency databases, benefits and other social protection systems.
  • Functional and technical design of Advanced Telecare with specialized modules and the ability to analyze and alert about unwanted loneliness, functional deterioration, mistreatment, habits and adherence to guidelines.
  • Implementation of dashboards and advanced reports, geared towards operational monitoring, strategic planning and evaluation of public policies.
  • Integration with the Social Card and the digital services platform of the Community of Madrid, facilitating secure and controlled access to information by professionals and citizens.
  • Iterative methodology (Scrum type) with cycles of analysis, design, development and validation with key users, which allowed the tool to be adjusted to the reality of the system and ensure its adoption.
Progreso 100%

The Single Social History and Advanced Telecare represent a qualitative leap in the way we understand and manage social care in the Community of Madrid.We have moved from a fragmented and reactive environment to an integrated, people-centered and data-driven model that allows us to improve coordination, anticipate risks and provide faster and more appropriate responses.

Concrete Results,Real Impact

We transform data into innovative solutions that generate tangible and sustainable changes for your organization.

The implementation of the Single Social History and Advanced Telecare has provided the Community of Madrid with a solid foundation for a new model of social services, with direct impacts on efficiency, coordination and quality of care:

  • Currently, 165 municipalities are connected and it is used by more than 2,000 professionals.
  • Estimated reduction of the average processing time of files by 30%, thanks to interoperability between systems, the elimination of duplicate registrations and the automation of key processes.
  • A 25% reduction in manual and duplicate administrative tasks, freeing up professional time for direct intervention with users.
  • A 20% increase in case management capacity with similar human resources, improving the sustainability of the system in the face of increased demand.
  • 100% of key social information integrated into a Single Social History, accessible to authorized profiles, with complete traceability of interventions and care plans.
  • 15–20% improvement in the early detection of risk situations, thanks to Advanced Tele-assistance and the intensive use of data to identify vulnerability patterns.
  • Strengthening policy planning and evaluation through dashboards that allow near real-time monitoring of the activity, demand and results of the social services system.
Measurable Benefits

2000K+

Social procedures

Efficient management of synchronous and asynchronous transactions without interruptions or service degradation.

Measurable Benefits

80%

Time Reduction

Significant acceleration in the analysis of files, applications, assessments and transfers between entities.

Measurable Benefits

100%

Traceability

Full visibility of all transactions for comprehensive control and simplified audits.

Measurable Benefits

100%

Integrity

Secure unique authentication of the professional across all systems.Compliance with the ENS (National Security Scheme) at all level

Our platform guarantees accurate, real-time data exchange between institutions, improving reliability and providing a more efficient service for dependent individuals.

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