Defining Services Integration
There are many different definitions and concepts associated with services integration. The Rockefeller
Institute for Government broadly defined services integration as:
“A combination of strategies that simplifies and facilitates client access to benefits
and services…[through] a distinctive mix of strategies, processes, and partner agencies.”
Other definitions of services integration highlight the purpose of services integration, the extent of
integration, scope of services, and service delivery vehicles:
Program purpose: Services can be integrated for a specific target population, such as
with low incomes, or an entire community.
Extent of the integration: Services may be loosely integrated (communication, cooperation)
moderately integrated (coordination, collaboration) to highly integrated (convergence, consolidation), and
there are variations.
Scope of services: A range of health and/or human services programs can be integrated.
Service delivery models: Health and human services can be delivered in different ways, such
as by co-locating services or providing services using technology.
Services integration programs share the following common characteristics:
Client-centered, and often organized around a target population.
Seek to eliminate fragmentation, complexity, and redundancy in systems.
May include public, private, nonprofit, community-based, faith-based, and for-profit organizations
providing services for the target population.
Promote efficacy, as measured through improved outcomes, and efficiency, as measured through reduced costs.
While services integration is about bringing
together different components and services, it does not mean that all services are integrated into one
package or program.
Resources to Learn More
Better Human Service Systems
The report highlights findings from field research that defines the types of services integration models,
describes strategies for integration, and provides example programs.
Author(s): Ragan, M.
Organization(s): Rockefeller Institute of Government
Human Services Systems Integration: A
This report describes the continuum of services integration models, including a framework of services delivery
Author(s): Corbett, T. & Noyes, J.L.
Organization(s): Institute for Research on Poverty, University of Wisconsin–Madison
Integration Imperative: Reshaping the Delivery of Human and Social Services
A review of global integration models in health and social services, including key features, trends, and lessons
Organization(s): KPMG International, Mowat Centre