A central focus of Government Computer News (GCN) is sharing real-world case studies to help Public Sector IT managers who are responsible for the specification, evaluation and selection of technology solutions make informed decisions. Recently, GCN contributor Bill Jackson elevated the progress that has been charted by the Muscogee Creek Nation Department of Health thanks to a successful partnership with Enacomm.
The Muscogee Creek Nation occupies a 75-mile-wide swath of eastern Oklahoma that extends south from Tulsa for about 80 miles along the U.S. 75 corridor. It has about 77,000 enrolled citizens. The nation’s healthcare system, which includes three hospitals and six clinics as well as six pharmacies, also serves members of any other federally recognized tribe. The health department has a staff of about 1,000 and an annual budget of about $85 million.
Identifying the challenged faced by MCN, Jackson writes:
For years, the health department allowed pharmacy customers to phone in requests for prescription refills. This system is simple, but it doesn’t scale well when pharmacists have to answer the phones, and by 2012 the pharmacies were receiving about 200 phone calls a day, which took time away from their primary jobs of filling 700 prescriptions each day.
Jackson’s piece goes on to detail the IVR implementation process that Enacomm/MCN undertook to make fielding calls into MCN’s pharmacies more efficient, as well as how the system works today. From the article:
The customer can use the phone keypad to enter a prescription number or can speak it. To make sure that it properly understands spoken responses, the system can prompt the user for additional information. Before converting the spoken response to data and passing it to the back-end pharmacy system, the IVR analyzes the voice responses to determine the percentage of certainty that it is properly understood. Business rules assess the accuracy of the system’s understanding, and if necessary questions can be repeated for clarification before sending the data to the back end for processing.
Jackson points out, “Adding automated IVR to the front end of an existing pharmacy software system has helped to take the burden of fielding hundreds of telephone calls from the pharmacists.” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, calls the automated interactive voice response (IVR) system added to pharmacy software, which has improved the efficiency of the Muscogee Creek Nation’s healthcare system and is helping to preserve the unique language of this Native American people, a “game changer.”
“It was a time-consuming process,” Robert Coffey, CIO of the Muscogee Creek Nation’s Department of Health, said of systems’ installation. “But once it was accomplished, they couldn’t believe how much time it saved.”
To learn more about how Enacomm’s IVR system, uniquely designed for MCN, achieved both “prosaic functionality” and “cultural preservation,” read the full story on GCN’s website. And to find out how Enacomm can help your organization scale its customer service operations to better serve patrons and save money, reach out to us at 1-877-860-0025 or email@example.com.