Social Investment Series Blog #3: How can I use data and analytics to address unmet need?
Every year in Aotearoa, millions of dollars are invested into the social sector. However, despite these efforts the system often fails to reach those most in need.
Having the ability to identify and address gaps in the social system is critical to preventing people from falling through the cracks. By addressing unmet need, we can create a social system that works for everyone and delivers more equitable outcomes for communities in Aotearoa.
However, this is no easy feat.
Understanding where the gaps in the system lie can be difficult, especially when looking at communities that are poorly understood or hard to reach.
But there are ways to do this. Data is one tool for understanding how the system is delivering for people, and by combining multiple data sources we can get insight into how these communities are interacting with the social system.
In the third post in our Social Investment series, we take a look at how providers and agencies can use data to address unmet need within the social sector in Aotearoa. Keep reading to learn more!
What is unmet need?
Unmet need arises when essential services or products are unavailable, inaccessible, or unaffordable, or as a result of services being inadequate.
It can also arise as a result of a person’s distrust in the system.
Often unmet need exists in poorly understood or hard to reach parts of the community. In New Zealand, examples include limited health services in rural communities, or the shortage of affordable housing, especially for Māori and Pasifika communities.
Addressing unmet need can improve the quality of life for our communities, reduce inequality and ensure that our investments are targeted towards those who will benefit from them the most.
Identifying and understanding the causes behind unmet need allows service providers to adapt their services to deliver the best outcomes for communities.
How can we use data to identify unmet need?
Unmet need can be difficult to understand, and difficult to quantify.
We know a lot about some people (especially if they are high users of social services), less about others - and for a small subset of the population, very little.
However, it is possible to address some forms of unmet need using data.
Below are some examples of data that service providers can use to better understand unmet need.
Upfront information held by service providers
Service providers often have upfront information from eligibility assessments of individuals or whānau who receive their services. This typically comes in the form of a service needs assessment. While these questions are often focused on identifying specific needs related to receiving this service, this information can also provide insight on other needs or barriers to access, which is useful for addressing unmet need.
Utilisation data
Service providers also collect data on individuals and whānau when they access their services. This is called utilisation data.
Utilisation data can include information such as the frequency, date, and nature of the services people receive from providers. While this data is typically used for process optimisation, it can also be used to understand unmet need.
For instance, let’s look at a provider who collects appointment booking and attendance data. For this provider, missed appointments or long wait times may signal barriers to access amongst their client base. Using this information the provider can understand why this is occurring, leading to changes that improve the accessibility and design of this service.
External data sources
It can also be useful to connect knowledge about existing participants with external data sources such as survey and administrative data. This can help us understand who we are not currently servicing, but could and should be.
The New Zealand government collects a large amount of administrative data on service recipients as part of day-to-day operation and service provision. A portion of this makes its way into the IDI, as does data from many Stats NZ and government department run surveys.
Both types of IDI data can tell us something about potential unmet need.
Firstly, it can help us identify the characteristics of service recipients and to identify similar people who don’t currently receive the service. Further, the data is often high-resolution spatial information, and can be used to understand patterns of where unmet need may be concentrated. This information is extremely helpful for investors to know and understand.
When these external datasets are used alongside data held by a service provider it can provide a good indication as to who a provider is not currently reaching. This is achieved through looking at eligibility variables through the lens of a particular locality or population group and comparing this against existing participant data.
Further, service providers can utilise these external datasets to understand some of the potential barriers attributing to unmet need. For example, people can often only access services once a central government agency authorises it and service providers may have little visibility about barriers or waiting times for this authorisation.
Qualitative data
Quantitative data tells one side of the story, but qualitative data - including lived experiences - can provide important context.
Engaging communities through wānanga or focus groups uncovers the ‘why’ behind the numbers, offering solutions grounded in trust and cultural understanding. These approaches can help to plug the gaps in quantitative data, especially in relation to those who are not recognised in existing datasets at all.
While there are many options for those using data to assess unmet need in our social sector, no one data source will provide the full picture. This is why we believe it is important to draw upon multiple data sources to address unmet need.
Addressing unmet need is about more than just identifying gaps - it’s about driving equitable change.
By leveraging different data sources, listening to lived experiences, and embracing new approaches, service providers and commissioning agencies can ensure resources are directed where they are needed most.
Whether you're just starting to explore unmet need or looking to deepen your approach, every step taken toward understanding these gaps is a step closer to building a fairer, more inclusive Aotearoa.
When reviewing your organisation’s service offerings, are there any unmet needs that could be addressed? If you’d like support analysing these gaps, we’re here to help - reach out to start the conversation at hello@nicholsonconsulting.co.nz