The urp.aslbat.it portal, for the first time in the health system of the Puglia Region, allows citizens to immediately get in touch with the ASL through various access points: a virtual assistant is always active who provides assistance and information by responding to requests of the citizen, a continuously updated information catalog allows you to easily browse the necessary information on the main services, a section dedicated to news traces what’s new, it is possible to send a message through the messenger of the ASL Facebook page, while the toll-free number remains active ( 800.18.49.77) and the email [email protected]. Through the same portal the citizen can fill out the form to make a report.
The presentation press conference, held yesterday morning, was attended by Ivan Viggiano – Administrative Director of ASL Bt; Micaela Abbinante – Manager in charge of UOSVD Information, Communication, University Center and Training ASL Bt and Maria Cammarrota – Manager in charge of UOSVD Information and Communication Technologies (ICT) ASL Bt.
“The Digital Urp is a tool for improving the quality of conversation with citizens – says Micaela Abbinante, Director of Information, Communication, University and Training Center of the ASL – we wanted to multiply the access points, simplify the requests for information that can be managed with an innovative and digital system such as the virtual assistant to focus attention on the requests that need greater attention. The Urp operators remain in continuous support of citizens and patients, but in this way we can centralize the questions and analyze them , respond appropriately and resolve critical points. The ASL portal naturally remains sanita.puglia.it while urp.aslbat.it is dedicated exclusively to Public Relations services”.
The digitalisation of the Public Relations Office is an important innovation not only for the citizen but also for the local health authority: all requests and reports are managed through Customer Relationship Management (CRM), they are taken care of through a single system that allows you to clearly and immediately trace the steps of each request, the resolution times and continuously update useful information.
The possibility of centralizing citizens’ requests allows us to make targeted assessments, understand the demand and point of view of the patient citizen: it is a thermometer of information needs that is used to provide more adequate responses and organize services and information flows more effectively.
“Communication between the local health authority and citizens is also a circular process which, to be virtuous, requires trust and maximum attention – continues Abbinante – the attention that a digitalisation system today allows and amplifies”.
“The digitalisation of the Public Relations Office, the first healthcare experience of the Puglia Region, is part of a broader process of computerization of services – says Ivan Viggiano, Administrative Director of the ASL – digital today allows us to simplify, speed up responses, have analysis tools. Digital transformation is no longer just a request but becomes a necessity and we are very confident about the response we will have from citizens: we remember that in all the ASL Cup offices there are active counters for digital facilitation to support the citizens and patients who need help and guidance. The URP’s digital tools will be added to the more classic ones that remain active, from the toll-free number to the email or certified e-mail, to multiply the possibilities of access Communication and the IT service of the ASL for the commitment and dedication they have shown in strongly wanting this project and in making it available to citizens today”.
“We are very satisfied with the launch of this service – says Maria Cammarrota, ICT Manager – we have built a product together, a tool that we are sure will give citizens the opportunity to access the local health authority more easily and for us to make best use of the point of view of citizens. This work, carried out on the basis of company needs, had the technical support of Engineering and Activa Digital”
Engineering, a leading company in digitalisation processes for PAs and companies, designed the service model of the digital URP of the ASL Bt through collaborative service design methodologies, with which it accompanied the ASL in the process of adopting the CRM solution and activation of the multi-channel nature of access points dedicated to improving reception and management of relationships with citizens/patients in the area. Together with the ASL professionals, Engineering designed the digital solutions and information management processes, supporting the creation of a multi-channel digital URP, capable of being effective on all channels offered to users: e-mail, web, social and conversational digital assistant.
For the implementation of the project, Engineering made use of the precious contribution of a technological partner such as Activa Digital which boasts extensive experience in the fields of CRM, Digital Solutions, artificial intelligence and CX Design.
“Thanks to its technological skills and in-depth knowledge of the territory, Engineering supports the digital transformation of the Healthcare System, supporting institutions in creating increasingly innovative, accessible and inclusive services – says Antonio Delli Gatti, Executive Director Healthcare Division, Engineering Group -. From this perspective, we are particularly proud to have accompanied the ASL Bt in a project that sees digital as a driving force to create a service model capable of responding quickly, effectively and innovatively to people’s health needs, improving and simplifying the relationship between public organization and citizen”.
“We are proud to have given our contribution to an innovative and citizen-oriented project in collaboration with a technological and sector leader like Engineering – comments Marco Borgherese, CEO of Activa Digital – Thanks to a technological solution that combines CRM and Artificial Intelligence, we managed to provide an immediate and pragmatic response to the needs of the ASL Bt and the citizens who turn to it. A further reason for satisfaction is having developed the project in an area, such as that of Puglia, to which we are particularly attached”.
