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CITIZEN CONTACT CENTRE
Punjab Information Technology Board
• SMS messages• Robot Calls: Pre recorded voice messages • Live Agent Calls – Help Line– Interactive Voice Response (IVR)
Shared facility for Government Departments
CITIZEN CONTACT CENTRE
CITIZEN CONTACT CENTRE
• Technology is the pivotal enabler for any efficient management
• Coordination between all stakeholders possible via one single platform
• CCC platform can be used for – receiving, responding and resolving complaints– conducting surveys with citizens at large– provide counseling via helpline– massive awareness campaigns via SMS, robot calls
PUNJAB HEALTH LINE
Punjab Information Technology Board
The Challenge
Last year, Punjab was hit by the worst ever epidemic of dengue– affecting over 300,000 people
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The Evolution..
Patient Counseling
Complaints
Dashboards
Punjab Government’s Anti-Dengue Initiatives
Establishing Punjab Health Linea. Patient counselingb. Preventive measures to citizensc. Advise on treatment protocol to health practitionersd. Logging of Fumigation Service requests e. Solid Waste Disposal requestsf. WASA/ Sanitation related requestsg. Complaints logging
1. Over charging of labs2. School management related 3. Private hospitals, Govt. hospitals, etc.4. Any other
(0800 99000 Toll Free 24/7)
Establishment of e-CRS Dashboardfor integration of multiple services by Govt. department
Dengue Patient Information Relaying System (DPIRS) - Dengue Patient reporting and recording at Hospitals ( placement of DEOs)
Vector Surveillance SystemTo manage record of indoor and outdoor vector surveys as part of the
larvaciding activities
Dr. Najam has reported 15 Dengue Fever patients and 01 Dengue Hemorrhagic Fever patient
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SurveillanceLarvae Sites
HospitalDengue Patients
Data Entry Dashboards
CM, ACS, Special Branch, Commissioner, DG Health, DCO/ CDGL
WASA
LWMC
TMOs
Schools
Health LineMedical Advice
Complaints
Dengue Information Management System (DIMS)
Punjab Health Line • Over 5,000 calls a day with 80% of them being
complaints
• 10 departments, 14 complaint types
• Multiple sources of information
• Immediate resolution demanded by the Chief Minister
• Real time reporting
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Calls Received
Total: 117,000
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Patient Calls and No. of Complaints
No. of ComplaintsPatient Calls
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Complaints at Punjab Health Line
IRS (Healthline)
Fog Spray
WASA
LWMC
IRS (Hospital)
eCRS Dashboard – Complaints by Town (Lahore) Report
Dengue Activity Tracking System
http://activitytracking.punjab.gov.pk
Dengue Outbreak Detection using SatScan
http://activitytracking.punjab.gov.pk
Awareness Campaign
Chief Minister’s initial awareness Message to Public SMS: 36,829Voice: 49,975
Dengue messages broadcasted (Dr. Faisal Masud to Doctors + Govt. Officials and Political Leadership) SMS: 1,638 Voice Messages to Doctors: 2161 Voice Messages to Doctors & Citizens: 17,341
Health Department Punjab awareness Message to Public in May 2012 SMS: 94,575
PUNJAB BLOOD LINEDONATE BLOOD-SAVE LIFE
The Challenge• There are more than 300,000 blood donations per year in
Lahore alone. Blood is needed during emergency, routine surgeries, accidents, thalassemia patients, epidemics etc. There wasn’t any steady systemic/organized way to meet this demand.
• Lack of supply of blood can prove fatal in such cases.
Families of patients, already traumatized, have to face this additional stress of arranging the blood.
• The main challenge is to connect the right donor with
needful patient at the right time.
Punjab Government’s Response
• Punjab Blood Line was launched in October 2011, with organizing blood drives, awareness campaigns, registration camp etc.
• Establishment of a blood inventory system and creation of a blood donor database with geographical tagging and cell phone ID pivoted over Call Centre services.
PUNJAB BLOOD LINE OBJECTIVE
• The main objective of Punjab Blood Line is to mobilize and organize willing donors in order to cope with blood shortages in case of epidemics, disasters, terrorist attacks, accidents etc. For this purpose, Punjab Blood Line registered donors to create a database which is used to mobilize donors when blood is required.
BLOODLINE - ANOTHER LEAP FORWARD
Citizens call HEALTHLINE
(0800-99000), make appropriate selection
from IVR, to register as donors
A LIFE SAVEDpool of satisfied citizens
BLOODLINE – SETTING UP DONORS COMMUNITY FROM THE PLATFORM OF GOVT OF PUNJAB
Bloodline brings donors
and blood banks together Share availability status of blood bags in registered
blood banks etc.
Government of Punjab regulates the activity.
Ensures that registered blood banks (public sector)
update stock levels via online interface
Punjab Blood Line would perform the following functions:
Donor Registration Donor Search & Mobilization Match making for requisitions made by Blood Banks Maintain comprehensive record of each donor
Status (Active / Blocked / Dormant) Visits to BB No shows Blood bags donated so far
Inventory Management
ROLE OF PUNJAB BLOOD LINE
PBL Stakeholders
Punjab Blood Line
System (PBL)
DONORS
IBTS
PATIENTS via
BLOOD BANKS
PBL STAKEHOLDERS
Donors are fundamental to the process of donation. PBL cannot succeed without a pool of motivated donors. For this purpose donors are:
Registered at Blood Bank Registered via PBL Helpline 0800-99000 Registered via PBL website
bloodline.punjab.gov.pk Registered via Camps (Motivational
Campaign)
Donor Registration
Punjab Blood Line Database
Hospital Blood Banks
PBL Helpline
Donors
PBL Website
PBL Awareness Campaign
PBL STAKEHOLDERS
Blood Banks act as a buffer between patients & donors and raise blood requisition through PBL online portal on behalf of patients. They also perform the following duties:
Donor Registration Screening, Bleeding and data entry of donors Update stock inventory Maintain integrated link with Institute of Blood
Transfusion Service (IBTS)
PBL STAKEHOLDERS
Institute of Blood Transfusion Service (IBTS) would manage the PBL system and perform the following tasks:
Register public and private hospitals that meet the minimum requirements for PBL portal
Resource sharing between blood banks for better crisis management through centralized PBL online portal
Monitor donor’s deferral registry Run awareness and motivation campaigns Monitor blood requisition / bleeding / screening flow
Hospital Blood Banks
Raise Blood Requisition on
PBL System
Search PBL Donor Database
Active?
Donor Mobilization
Yes
No
Consent Taken
Yes
Hospital Blood Banks
Donor Screening Yes Yes
NonReactive?
Yes
Successful bleeding
PatientCall Center Agent
DONOR MOBILIZATION PROCESS
Value Proposition
• Privacy intact
• Area based matchmaking
Value Proposition
• Optimized Inventory Management
• Efficient Resource Management
• Curbing the Professionals
Indirect Benefit
• Disease surveillance of – HIV– Hepatitis B– Hepatitis C– Syphilis– MP
Donors
Hospital Blood BanksPatients
Call Center Agents
BLOOD BANKS TO ACT AS A BUFFER BETWEEN DONORS AND PATIENTS
INCENTIVES FOR PBL DONORS
• Free Hepatitis-B Vaccination• Refreshments for Donors at the Blood
Bank • Invitation to State Functions• Free Entry to all Historical Places
INCENTIVES FOR PBL DONORS
• Free Pass for Bus Rapid Transport System (BRTS) for Donor for one week or more
• Issuance of Donor Cards• Time-off from Work (one day leave for
Government officials)• Medals to be awarded to frequent donors
INCENTIVES FOR PBL DONORS
• Free Pass for Bus Rapid Transport System (BRTS) for Donor for one week or more
• Issuance of Donor Cards• Time-off from Work (one day leave for
Government officials)• Medals to be awarded to frequent donors
Punjab Blood Line
PBL Stats as of May 29th, 2012
Total Number of Donors 18,259Total Donors in Lahore 9,229Total Donors Called 1,250Total Donors Mobilized 77Penetration Ratio 6.16%Donor Cards Printed 400
PBL Donor Card (for verified donors only)
• 12 major blood banks chosen• 20 DEOs being provisioned by PITB for only 3
months• Morning and Evening shifts• Pilot to show the efficiency of the PBL system
in terms of better managing the inventory and flow
• Registration of over 8,000 donors by DEOs
Pilot in Lahore
e-GOVERNANCE
Informed Decision Making
Enhanced Transparency
Reliable Solutions
