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Case Studies READ TIME: 4 mins

City of Wilmington

Smiling police officer gives a high five to a young girl while interacting with a family outdoors.

Overview

Two uniformed police officers sitting on brick steps smiling and talking with two children, with the Seal of the City of Wilmington, Delaware displayed in the foreground.

Partnering across Wilmington to reduce crime and serve the community 

When Dr. Debra Mason began as Community Public Safety Initiative (CPSI) coordinator for the City of Wilmington, Delaware, a position appointed by the city’s mayor, she had no hesitation when selecting a case management solution. After using Bonterra Management Apricot successfully at her previous organization, Wilmington HOPE Commission, Debra reached out to Bonterra and just seven days later implementation began. 

Customer profile

Product: Bonterra Apricot
Sector: Nonprofit 
Vertical: Human services

With Bonterra, Debra built relationships across the region and helped the HOPE Commission deliver services ranging from virtual GED programs to wellness checks. As CPSI coordinator, she was tasked with bringing together community organizations to improve safety through collaboration,  and she knew Bonterra was the right partner. 

“When they said I could bring over a case management software to use for the entire organization, I knew without a doubt, hands down, it was going to be Bonterra Apricot.” Dr. Debra Mason CPSI Coordinator, City of Wilmington

Challenges 

A siloed approach to public safety and a lack of accessible, real-time data 

The CPSI was formed to predict and pinpoint problems that often lead to crime and to help prevent criminal activity. Participating organizations serve a broad cross-section of Wilmington residents from adults in the justice system to juveniles facing school challenges and individuals living in communities impacted by violence. 

The CPSI leads the vision while community partners drive the impact. But collaboration is difficult without shared systems and timely data. For Debra and her team, legacy tools were slowing their ability to serve. 

“I was a probation officer for 10 years…without a cloud based tool, I would have to go back to my office and spend time entering that information after the fact, which ate up a lot of time and reduced accuracy.” 

Solutions 

Real-time access and customization that empowers field teams 

Apricot offered CPSI staff the ability to collect and access data anywhere on a phone, tablet, or laptop. For an initiative working across neighborhoods and organizations, this accessibility was key. Debra emphasized how the system supports fieldwork without the delays of office-based data entry. 

“Our team can sit in front of a client, take down notes directly intoApricot while in the field, and be confident in the fact that the data is stored safely and accurately.” 

Apricot also enabled the team to customize the platform without waiting on outside development resources. 

“Unlike other software where you have to depend on somebody else to develop custom programming, Bonterra lets us make the system work for us. Someone on my team will come to me and ask me if we can add a feature or a tool to the interface, and within seconds, I can drop it in and use it immediately.” 

The CPSI began using Apricot to collect demographic and engagement data across partners and staff, helping them better understand needs, track services, and guide decision-making. 

Outcomes 

Reducing crime through data-informed prevention and cross-agency readiness 

The CPSI’s success is primarily measured by one thing: a reduction in crime. The team works closely with the Wilmington Police Department to monitor incidents across all public safety criteria from burglaries to homicides and aims to intervene before issues escalate. 

“We want to find ways to stop crimes before they happen…indicating areas of need and then providing the right services to the right people at the right time.” 

Apricot also helps the city deliver more holistic, long-term change. CPSI is conducting organizational readiness assessments, coaching on topics like financial management and services for gun violence victims, and connecting Wilmington-based groups with peer organizations in other cities. 

All of this work relies on Apricot to securely manage data, streamline collaboration, and support evidence-based decision making. 

“Bonterra Apricot made my job easier. It’s made my staff’s job easier. It’s an easy tool to use, and you can use it anywhere. It’s just a great program.” Dr. Debra Mason CPSI Coordinator, City of Wilmington

Want to read the full Q&A with Dr. Debra Mason? Check it out here 

Bonterra is technology for the greatest good. Learn more about Apricot here.
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