Case Study
CUP Piemonte: data for an increasingly efficient and accessible health service
With our technologies and expertise, we support the CUP in the day-to-day management of requests.
Where: italy
Where: italy
Challenge
CUP services are evolving on several fronts. Healthcare is increasingly a network of skills and specialisations spread across an entire territory, with resources that must be optimised in terms of time and services that are increasingly close to the needs and preferences of each patient.
Approach
CUP Piemonte is at the service of one of the largest and most populous Italian regions, providing a broad and diverse healthcare offering guaranteed by the 18 Public Health Companies. The service is expanded through the Accredited Private sector, with the inclusion of over 90 healthcare facilities in Piedmont. The CUP currently handles an average of 110,000 weekly phone contacts, manages over 80,000 daily processed appointments (bookings, rescheduling, cancellations), and is used by more than 30,500 configured and active operators in the system.
The project involves the creation of an integrated solution composed of an application platform (based on our AREAS management system), a technological infrastructure, a call center service, and specialized services. Engineering has employed the best technologies and solutions from the early design stages to ensure maximum operational continuity-efficiency and the best access-use experience for citizens and operators.
CUP Piemonte serves as the single front-end for managing and integrating all activities related to service requests. With a multi-channel approach, the implementation includes not only the call center service but also a range of alternative booking channels, including an App, the Citizen Portal, kiosks, and a specific portal for local pharmacies.
Results
80,000+ requests/modifications managed every day
30,500+ operatives active on the system
Optimisation of regional health resources
Operational continuity of a central service for citizens
Technologies
Cloud
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Intelligent Ecosystems for a Cloud Strategy.
AI & Advanced Analytics
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The power of big data leads services, products and processes to a higher level of "intelligence".
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