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
Solution
- 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)
