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UnitingCare Queensland

Healthcare organization digitized and scaled amidst pandemic

Healthcare and Life Sciences APJ

Ultimate Experience Award Winner

Leading the Way for the 'Phy-gital' Future
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About

When Australia recorded its 1,000th COVID-19 death, it was a rate lower than most other advanced nations due to its early success in combating the pandemic. A surge in infections challenged the country’s response strategy and strained health resources. As one of the largest healthcare providers and not-for-profits in Australia, UnitingCare Queensland is also one of the State’s largest employers. With a workforce that includes 17,400 staff and over 9,000 volunteers, the organization extends compassionate healthcare services to more than 430,000 people. The national body for the Uniting Church’s community services network, UnitingCare advocates for policies and practices which enhance the dignity of people, especially those who are most vulnerable.

Challenge

Rapidly changing expectations for agility

The COVID-19 pandemic quickly revealed that greater dexterity is necessary for all types of businesses. Unprecedented demand for speed, safety, and access to timley information became mandatory, especially in high-risk environments such as hospitals and clinics. With pandemic anxiety still high and cases rising in neighboring states, UnitingCare was obligated to demonstrate to Queensland Health that it could respond quickly and efficiently to a potential second wave of coronavirus cases.

Contact tracing – the process used to understand how an infectious disease is spreading in a community by identifying who a sick person caught an illness from, and to find out who they’ve been in contact with while infectious – is a critical component to minimizing the spread of the virus. Serving healthcare teams in locations across Queensland, the charity needed a better COVID contact tracing system.

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Solution

Speed and scale for better protection

Responsible for meeting government mandates for COVID-19 contact tracing, UnitingCare found it necessary to improve its ability to respond quickly and efficiently in the event of a second wave in Queensland. To do so, UnitingCare needed to digitize its manual, paper-based tracing procedures to ensure processing of more than 2,000 check-ins per hour across its health facilities, and quickly produce accurate reporting to Queensland Health.

Sitecore and partner Triggerfish delivered a self-managed PaaS cloud deployment of Sitecore on Microsoft Azure. UnitingCare’s COVID Management Team was responsible for replacing the manual, hand-written processes with the tracing application at each location.

Triggerfish performed a number of onsite visits to observe the user experience and implemented changes to grow usability of the platform across the population. This included the integration of Twilio for return visit authentication and support for a variety of devices, including support for customers without devices.

Having access to data on their own platforms means identifying potentially infectious contacts can occur within 30 minutes of a request from Queensland Health for tracing notification request. And, to satisfy privacy and security requirements, all data is stored in Australia and is encrypted both while in transit and at rest.

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35,000+

patient check-ins processed

25,000+

unique individuals traced

500

sites available for screening

Outcome

Transformed workflows enable future-ready solution

Sitecore’s solution sets UnitingCare apart by empowering the organization to act swiftly and at scale, precisely when needed. By building the application on UnitingCare’s existing infrastructure, the charity is currently screening people across 150 locations — with the ability to scale further to 500 when required without affecting the customer experience.

The solution has enabled more than 35,000 check-ins, over 25,000 unique individuals traced, and data request notifications are completed in under 30 minutes.

Launch Site
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Gold Solution Partner

With over 30 years combined expertise in Sitecore solutions, Triggerfish helps marketing and technology teams build connected, intelligent, and automated CX ecosystems that demonstrate business impact quickly using an agile rhythm to iteratively optimize CX ongoing.

As a Sitecore Gold Partner, Triggerfish has a multi-disciplinary team of customer-centric problem solvers with experience in business and marketing strategy, design thinking, enterprise technology, and user experience design. They deliver lifecycle services spanning business case, technical implementation, running digital marketing operations, and ongoing optimization.

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