Optimisation of DEM & Call Centre Workflow for CE Activation
Care Continuum
Technology
Singapore Healthcare Management Congress
SingHealth
31 December 2023
Review activation process for CE response, propose solution to reduce time and manual errors. Digital macro-enabled Excel forms improved CE activation efficiency, accuracy, and user satisfaction.
Year Submitted: 2023
Published Date: 31 December 2023
Tags: Care Continuum, Technology, Civil Emergencies, Digitalisation, Automation, Digital Platforms
About this Content
Aims
Review activation process for CE response, propose solution to reduce time and manual errors.
Background
Manual hardcopy process for CE activations was time-consuming and error-prone, requiring urgent optimization.
Methods
Digital form using macro-enabled Excel workbook automated email generation, replacing manual fax process.
Results
Reduced activation time, eliminated fax use, minimized manual errors, and improved workflow efficiency.
Conclusion
Digital macro-enabled Excel forms improved CE activation efficiency, accuracy, and user satisfaction.
Lessons Learnt
Digital transformation can enhance manual processes significantly, saving time and reducing errors.
Keywords
Digital Form, Automation, Workflow Redesign
Innovators' Details
Innovators' Details
Healthcare Cluster(s) | SingHealth |
Organization(s) Involved | Singapore General Hospital |
Platform(s) | Singapore Healthcare Management Congress |
Healthcare Professional Group(s) | Healthcare Administration |
Applicable Specialty or Discipline | Healthcare Administrators |
Project Lead(s) | Marcus Koh Wai Leong |
Project Member(s) | Ong Jie Yi |
Connect with this contributor!
Marcus Koh Wai Leong - singaporehealthcaremanagement@singhealth.com.sg
Project Attachment
926_SGH_SHM_2023_Optimisation_of_DEM_Call_Centre_Workflow_for_CE_Activation.pdf