NDLI: Mobile messaging in floating appointments: Cutting queues and personalising patient care

Content Provider	IEEE Xplore Digital Library
Author	Juntunen, K.
Copyright Year	2008
Description	Author affiliation: Dept. of Inf. Process. Sci., Univ. of Oulu, Oulu (Juntunen, K.)
Abstract	It is well known that Information and Communication Technologies (ICT) improve productivity when they are combined to complementary inputs such as work process changes. However, it is not so well known, how these improvements are created and applied in a health care sector, because the performance of communication processes inside knowledge work has not been studied much. It has been said that a patient-focused government agenda and the external world of technology should engage with both the emotional as well as the rationale role in people's lives. In this paper we analyze a typical productivity improvement case, when mobile messaging is deployed to reach a customer just at a convenient time for her. Both process performance and activity based cost analysis are integrated in the models. The productivity improvements are created as a result of customer process changes enabled by the service processes. The formal model has been tested in a practical example case, where the modeled improvements have been verified and the key personnel have been observed and interviewed. The three research questions are: (i) What are those tangible factors/bottlenecks of the work process which may have negative effects on the services' outcomes, (ii) how do they affect on productivity and quality and (iii) what role would ICT play in providing these services in the future.
Sponsorship	IEEE
Starting Page	1
Ending Page	5
File Size	2004359
Page Count	5
File Format	PDF
ISBN	9781424428281
DOI	10.1109/WD.2008.4812833
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2008-11-24
Publisher Place	United Arab Emirates
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Productivity Costs modeling Government Medical services mobile messaging Hospitals healthcare services productivity Investments Information processing Communications technology Performance analysis floating appointment service Wireless services Testing
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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