Project 10

With the advent of SARS-CoV-2, a telephone hotline was set up, which is permanently overloaded. The application 1450 Coronify brings this telephone hotline to the web. Suspicious cases are quickly identified with well thought-out questions. Based on the customer's answers, the system suggests whether these are suspicious cases and need to be tested or whether they should be passed on to the family doctor. A member of our service team confirms the system's suggestion or changes the decision. If the customer needs to be tested, the ministry of social policy is informed to initiate further testings. Besides being a digitalized and technologically advanced version of a real world procedure in this domain, our process mainly acts as a recommender system being of crucial help for making decisions.
Which application domain is your process belonging to?
Healthcare

Who is the customer of your process?
(Customer = User) Residents of Austria (Potential Corona-infected-Patients)

What is the result (service or product) of your process?
Residents of Austria (customers, users, potential patients) receive a result in form of an Email that states whether:

• they need to be tested for the Corona-Virus
• they don't need to be tested for the Corona-Virus
• additional information is required in order to decide whether a test needs to be performed

What are the most important activities in the process?
Offer a clear, easy and fast result for the user if a test is needed according to the following workflow:

1. user submits online-form
1. Social Security Number
2. Name
3. E-mail
4. Phonenumber
5. Age
6. Address
7. Symptoms
8. Pre-existing illnesses
9. Travel history of the last 30 days
10. Positive tested people in the social environment
11. Additional information
2. confirmation email containing a ticket number → web form was submitted successfolly, web form will be analyzed as soon as possible
3. System does automated prioritization in order to handle severe cases quickly and creates a list ordered by priority (based on the relevance of symptoms, submission time, ...)
4. Service employees evaluate forms based on a first-come-first-serve principle (take the patients with the highest priority first) -> service employee decides the next steps a patient shoold take
1. If the information provided in the form is not sufficient the service employee calls the patient and asks additional relevant questions in order to decide about the testing
5. User is informed by an email about the results (-> test required or test not required) and additional information how the potential patient shoold behave
6. Ministry of Social Policy is informed if a test needs to be carried out

Which exception shall be handled in the process?
Process Exceptions:

• The recommendation system and the 1450-employee both clearly decide that in one certain case one potential patient must get tested for coronavirus. But the contact information is wrong (e.g. typo in email and telephone number) and there is no way of consulting this potential patient fast. So the 1450-employee is contacting the Ministry of Social Policy to get a working telephone number or e-mail to consult the potential patient or member of his household immediately.
• The recommendation system clearly recommends that a certain case and therefore a potential patient should be tested for the coronavirus. But in the field of the web form “Additional Information” is stated by the potential patient that all members of his household have the exact same symptoms. The 1450-employee consults this potential patient and asks him about the contact information of the household-members and creates for each member a new ticket (case). This information that there are more test-kits needed for this household is also provided to the Ministry of Social Policy.
• The recommendation system states clearly that a certain case should not be tested for the coronavirus. But due to an urgent call over the 1450 telephone hotline that provided more and new information about this case the service-employee decides that this case and therefore the potential patient should be tested.
• The data that was submitted by the patient over the web-form is syntactically correct, but does not contain any meaningful information (e.g. Name = "XXXX", etc.). The system checks for information without semantic meaning and deletes those records.

Technical Exceptions:

• Invalid input format (e.g. numeric value is expected in a form field and the user inputs alphanumeric data)
• Insufficient information provided by the form (service employee needs to call user to ask additional questions)
• Duplicate entries
• Webform is updated - based on submission time
• Same entry by telephone hotline and web form needs to be held consistent

Which task is performed by group members with a certain strategy to resolve who is doing the task?
Activity 4:

Service employees evaluate forms based on a first-come-first-serve principle (take the patients with the highest priority are evaluated first) -> service employee decides next steps a patient should take

How will your customers be identified in your process?
Social Security Number

Participation report:

The students should be divided in two groups of roles:

• Service Employees
• Potential Patients

Each potential patient should fill the online-form.
Each service employee should take decisions on the applications assisted by the system.
(About 10 decisions depending on the number of students in the other group.)