Production is going on.
Contact centre and case management systems support a continuously available public service
A government healthcare service in Brunei uses Comquest-supported technology to operate its dedicated mental health and suicide prevention hotline around the clock.
Client
Challenge
A critical public hotline requires contact-centre technology that can support continuous operation. The client also needed one structured environment for recording case information, managing interactions and reviewing service activity over time.
Because the information is sensitive, the technology environment needed to support appropriate handling of case records. Ongoing IT maintenance and support were necessary to keep both the communication platform and case-management system available for the client’s service teams.
Because the information is sensitive, the technology environment needed to support appropriate handling of case records. Ongoing IT maintenance and support were necessary to keep both the communication platform and case-management system available for the client’s service teams.
Solution
Comquest provides and supports the technology environment behind the hotline. The client retains responsibility for delivering the healthcare service and managing cases; Comquest’s role is to maintain the contact-centre and case-management systems that support that work.
1
A contact-centre platform supports round-the-clock call handling, routing, recording and operational functions.
2
BCT dtWorks provides a central system for documenting and managing cases arising from hotline interactions.
3
Consistent data capture gives the client structured case information for reporting, service monitoring and analysis of trends.
4
Ongoing IT support and maintenance address the reliability and performance of the supporting systems.
Impact
The client has a contact-centre and case-management environment that supports continuous operation of its specialised hotline. Centralized case records provide visibility into documented interactions and a consistent source of data for the client’s own analysis.
Comquest has supported the technology environment since 2018. The submission describes sustained technical support and structured information capture but provides no uptime figure, case volume or measured clinical outcome.
Comquest has supported the technology environment since 2018. The submission describes sustained technical support and structured information capture but provides no uptime figure, case volume or measured clinical outcome.
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