Health Information & Service Delivery Unit (HISDU), Primary and Secondary Health Department , Govt. of Punjab, is established to facilitate more than 10,000 employees from the Punjab province by providing different services i.e Job Promotion, Job Transfer, Job Order, Pension and Gratuity Funds etc through a one window service centre.
HISDU needed to modernise their system in order to meet the demands of their employees and provide a better overall experience. It was a nightmare for employees as Medical Superintends, Doctors and other staff of related departments often had to wait for a day to register their job related issues.
The employee experience at HISDU was time consuming, chaotic and full of long wait. A majority of employees required assistance from more than one department, resulting in visits to multiple personnel at different workstations. As Mr. Ahmar Khan, Deputy Project Director described it, “Employees who were not familiar with the process found it confusing”.
Management had no idea how long employees were waiting, how many people passed through their doors, who the employees met with or were transferred to or how long each transaction took. They needed this information not only for operational improvements but also because their budgets were tied to the volume of traffic handled by their office.
An I.T team was formed to collaborate and design the ideal employees journey process of HISDU. The health department was already aware of S-Tech's Qmatic solution being deployed across hospitals. A process flow was designed with the help of S-Tech to streamline service delivery and effectively directing visiting employees while eliminating wait times. HISDU developed their desired process and selected Qmatic SOLO for efficient management of their daily visitors.
Today, customers check in at a simple self-serve Qmatic kiosk where they choose one of the service options: Male, Female or General Complaints. A Qmatic ticket printer prints an alphanumeric ticket with a number that corresponds to the type of service requested.
Employee wait in a virtual queue until they are called for service. They are far less confused about the process as before.
Staff members can call, service, and transfer employee without leaving their seat. The solution allows them to easily manage employee transactions from the time they check in, are called, transferred through to the end of service.
The installation of Qmatic SOLO is bringing ease in employee journey management. Clear directions are given to visiting employees, which saves them a whole day of unnecessary waiting. Qmatic Solo is allowing them to categorise themselves, have a relaxed waiting and enabling a fare more efficient experience.
Wasted time between counter transfers is eliminated. Efficient journey management with Qmatic speeds up time between and during services and provides a clear direction to all categories of employees.
Improves employees' flow and increases service quality. Service staff is automatically matched to the employee who needs the specific category of expertise they have.