ServiceNow addresses vaccine management challenges

[Paul Selby]

We all have words to describe 2020. Few of them would ring with nostalgia. COVID-19 has created pain, loss, and disruption on a scale not seen in generations. The economy has also been a casualty, as some companies have transformed and thrived while many others have stumbled and dissolved.

But then, just as 2020 was bowing out, hope emerged. Three promising vaccines had produced better than expected results in clinical trials. Governments around the world rushed to approve them. The return to work, to campus, to a semblance of normalcy was now more than just a glimmer on the horizon.

That hope came with a challenge. How do you vaccinate the world’s 7.8 billion inhabitants in an efficient and safe manner, and put the pandemic behind us?

From ServiceNow’s perspective, this is one of the greatest workflow challenges of our lifetime.

Around the world, governments, healthcare providers, pharmaceutical companies, and other organizations are grappling with the challenges of getting vaccines (often in two doses) into the arms of eligible recipients.

These organizations all play a role in the process of vaccine management, starting with distribution and culminating in administration, including post-immunization safety and efficacy monitoring. Careful coordination among these organizations is the difference between success and chaos.

Time, speed and safety are of the essence. One problem in particular has become a priority: solving the last-mile logistics of administering the vaccine.

Healthcare providers–already busy providing urgent care to those afflicted by COVID-19–are now being flooded with questions about vaccine safety, efficacy, and availability. Different municipalities have their own eligibility rules, creating even more questions. Where doses are already being administered, scheduling (and rescheduling) is also consuming valuable time.

There has to be a better way. Indeed, there is. It’s called ServiceNow® Vaccine Administration Management (VAM). It accelerates the immunization process by delivering out-of-box content to manage vaccinations. 

Vaccine recipients can visit a self-service portal to review and provide privacy consent, use the knowledge base or Virtual Agent to address common questions, and self-schedule their appointment after responding to an eligibility questionnaire. Administrators can manage appointments, set up and send pre-appointment reminders, and schedule appointments. Clinicians can verify recipient information and their questionnaire responses and record completed vaccinations and no-shows. 

With its prepackaged workflows and content, VAM reduces the time and friction to quickly vaccinate people. It helps recipients efficiently resolve concerns and book an appointment. On the healthcare side, administrators and clinicians can more quickly verify edibility, manage schedules, and perform and record vaccinations.

Safe and efficient vaccine management is critical to reestablishing safe, reliable systems – social, economic, governmental – that we can count on. Though some behaviors may have changed, we all want to see family, friends, and again, face to face. With VAM, that glimmer on the horizon is suddenly a lot brighter and closer.

Vaccine Administration Management is built on Customer Service Management Professional and is available from the ServiceNow Store. Existing ServiceNow customers can connect with their account executive or contact us for more details.

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