Case Management in Healthcare

Case Management in Healthcare

Large healthcare provider in Australia.

Business Issues

Interviews to gather information on positive COVID-19 cases to enable follow-up with close contacts took an average of 75 mins to complete. There was a clear need to deliver a Case Management solution that:

  • Allowed users to conduct case interviews and capture follow-up & exposure site info
  • Enables users to follow-up with close contacts including SMS notification to provide information on infectious period and when to self-isolate
  • Ensure cross-team visibility of case interview progress
  • Management reporting for improvement and performance purposes


  • ServiceNow Case Management
  • Automated Contact notifications
  • Realtime dashboard and reporting
  • Permissions & roles for multiple Assignment Groups
  • Facilitated User Acceptance Testing (UAT)
  • Training Materials (Quick Reference Guides and training webinars)

Cases securely transferred across multiple geographical teams

Case interview time reduced to less than 15mins

Visibility of case urgency so high risk cases can be prioritised

Real time insights to improve team performance