Ministry of Health / Health NZ Public Health response to Covid using Salesforce

1. Your presenters…
Ben
Edwards
Kurt
Weston
Sam
Turrall
Mahalia
Mills
Tu
Dinh
Ella
Sheedy
Anna
Loughnan
Stephen
Fox
Deloitte Deloitte Deloitte Davanti Davanti Accenture Health NZ Health NZ
Benjedwards
@deloitte.co.nz
Kweston
@deloitte.co.nz
Saturrall
@deloitte.co.nz
Mahalia.Mills
@davanti.co.nz
Tu.Dinh
@davanti.co.nz
Ella.Sheedy@
accenture.com
Anna.Loughnan
@health.govt.nz
Stephen.Fox
@health.govt.nz
HOW HEALTH USED SALESFORCE TO ENABLE THE
COVID RESPONSE

2. National Screening Solution (NSS)
The free National Bowel Screening Programme
(NBSP) is for men and women aged 60 to 74. It
saves lives by detecting bowel cancer early,
when it can often be successfully treated.
COVID Center for Adverse Reactions
Monitoring (CARM & PVSC)
Solution to track any adverse reactions the public
may have encountered following Covid
vaccination. Includes a survey or Post Vaccine
Symptom Check (PVSC) for active monitoring.
Health professionals can submit details about
adverse events via the Adverse Event Following
Immunisation [AEFI] form
National Contact Tracing
Solution (NCTS)
Identification of cases, exposure event
investigation, the actual contact tracing,
the follow-up and monitoring of
self-isolation.
National Border System (NBS) &
Border Workforce Testing (BWT)
NBS manages international travellers (by air or sea)
arriving into New Zealand and providing screening, triage,
facility allocation, and health management capabilities.
BWTR is a government mandated compliance monitoring
application. It provides visibility to employers on their
workforce vaccination and testing requirements and
performance.
Covid Immunisation Register (CIR)
Administration of COVID-19 vaccines including inventory
& distribution, payments, early vaccine access, and
consumer support. Covid Immunisation Register (CIR) to
manage end-to-end Covid immunisation service from
reception to vaccine administration. Includes support for
multiple vaccines and dosage indications with linkages to
Inventory, Booking service, Providers, Site and Facilities
and immunisation notifications to primary care.
National Immunisation Booking
System (NIBS)
Provides booking administration
capabilities and acts as source of truth for
Facility Capacity, Bookings and Attendance
records.
2020 2021
NSS COVID NIBS
COVID Immunisation Consumer Support
(CICS)
CRM focused on supporting telehealth and operational
teams deliver health services. Provides a common,
shared view of consumer data and interactions so teams
can help people make bookings, get vaccinated, get their
vaccination certificates and any other Covid support they
need. Launched in May 2021 for Whakarongorau (the
National Call Centre) and has been rolled out to other
areas who support the NZ public - such as DHBs, MOH’s
Whanganui Contact Centre
CARM
COVID
BDR CICS
CRMA
Salesforce Covid App Timeline

3. Post Covid
• Health Cloud
• Scratch orgs
• Hyperforce
Future….
• Tableau
• OmniStudio
• Marketing Cloud
Covid Footprint
• Service Cloud
• Experience Cloud
• Salesforce Surveys
• Salesforce Connect
• CRMA
• MuleSoft
• AWS Connect
• Skedulo
• OwnBackup
• DataDog
• BitBucket & GitLab
• AWS
Our Maturation
• Multi org strategy
• Multi partner
• Salesforce Practice
• DevOps
• Data abstraction layering – AWS
Salesforce Footprint

4. Health Sector Agreements and Payments
Health Sector Agreements and Payments
(HSAAP) Programme is to modernise and
future-proof the commissioning and payments
systems for publicly funded health and disability
services, currently managing over $10B of spend
annually.
MVP Dental Claims Sept 22
Cervical Screening
Cervical Screening Register will leverage the same
technology platform that was established as part of the
Bowel Screening Register. It will support pathways and
logistics management re: communication, prevention
testing and monitoring follow up actions.
Pharmacovigilance Transformation Programme
The Pharmacovigilance Transformation Programme is charged
with implementing a new strategic pharmacovigilance solution
delivering a best practice, digitally enabled, standards based
pharmacovigilance capability for NZ, replacing both the legacy
CARM and tactical Covid-CARM applications.
Initial release Dec 22
2022
Aotearoa Immunisation Register
Extend capabilities developed for covid vaccine
management into broader immunisation
programs for NZ population. The long-term vision
is to transition relevant product capability into the
Aotearoa Immunisation Register (AIR) (formerly
NIS)
Pop
Health
Sector Ops
NSS 2
AIR ISD
Part of AIR and ISD is a tool that allows
vaccine providers to view immunisation
history and record immunisation events.
First Release pre Dec 22
TODAY
Current Salesforce Initiatives

5. NBS
• 230,000 Returns to NZ through MIQ
• 4.4 Million meals served in MIQ
BMV
• >90% of Population went via
BookMyVaccine
• 8.3+ Million Bookings in the last 12
months
CIR
• 29,000 Vaccination Users
• 11.8 Million Vaccinations Recorded
CICS
• 5,386 Support Users
• 1.1 Million Inbound Calls,
• 1 Million Outbound Calls. INVENTORY
• 30,000 Orders
• 4% Wastage, compared to
30% Globally
NCTS
• 13,000 Close Contacts Recorded
• 922 cases of Covid have been
managed through NCTS
All Together, This
makes…
• ~ 50 Developers
• 33,840 Commits
• 96 LWC
• 713 Flows
• 895 Apex Classes
• 6250 Custom Fields
Covid in numbers

6. Thank you!

7. 300,000
200,000
100,000
Number
of
users
01-Jun-21 01-Sep-21 01-Feb-22 01-Jun-22
The timeline
The principals
The connections
Key statistics
90%
+
of bookings via
bookmyvaccine
1,500
+
Bookable
locations
10,000
+
Kiwis per
minute
8,300,000
+
Bookings in the last 12
months
The need
Enabling a coordinated nationwide vaccination rollout. Promoting Kiwis to self-serve their COVID-19 vaccination journey, while giving providers the ability to forecast upcoming demand.
An accessible solution,
generating high trust
Start to finish, a booking can be made
in under 3 minutes
Minimal personal information required, without authentication
required to manage an appointment
Serve all Kiwis through distributed
appointments across Aotearoa
10.5
h
Longest
release
7
7
Releases since
Mar-21
3000
+
Jira tickets
completed
1
h
Shortest
release
Project statistics

8. Salesforce tools

9. Data Table (LWC)

10. CRM Analytics (CRMA) is a Salesforce solution implemented by Davanti for
rapidly delivering contextual insights and predictions.
COVID
Org
Data Sync
(Batch 15min+)
Dataflows / Recipes
(Batch 15min+)
Datasets ( up to 2B rows
each/10B+ rows total)
Dashboards
Lenses
Stories
(Statistical Insights
+ ML Model)
Apps
Watchlists
Notifications
Components
Subscriptions
Model
Manager
CRM Analytics
Salesforce Core Bookings
Org
Ministry of Health
Salesforce
Platform

11. WHY CRM Analytics?
• Operational reporting of specific measures or data anomalies needing
attention
• Highlighting where additional assistance for individuals may be required
• Identification of scenario's for improvement or actions
Enables
data-driven
insights and
decision-making
• Data was required from multiple Salesforce Orgs with updates set up
periodically to match the reporting requirements. These ranged from every
15min to daily
• The data does not leave the MoH Salesforce ecosystem and every report
can be traced back to the specific record(s) in Salesforce in near real-time
Access to near real
time data from
multiple sources
• Multiple hierarchical layers of information more than three layers deep with
many “Sibling” child records needed for inputs and transformation
• Dynamic multipage dashboards with more than 120m records and
transformations
Standard reports &
Dashboards
limitations
• Policy changes required changes to dashboards with a few days notice for
different vaccine types, mandates, KPI’s, etc
• The tools, processes and resources allowed for a highly efficient DevOps
pipeline reducing time from concept to delivery
Speed of Delivery
for fast-changing
requirements
• Internal and external audiences based on sites and organisations needing
different views of the same data
• Restricted data not displayed and not accessible
Row level and
channel level
security

12. Examples of where CRMA contributed to the MOH Covid Response
What was the need? What was the approach? What was the outcome?
Border workforce vaccination Status,
testing results, and Attendance
required to be tracked and reported
to Ministers Daily
Border Health
Workers
Development of a dynamic CRMA
dashboard that was segmented by
type of worker and employers that
did not display any individual
information
Accurate reporting of vaccination
status and any data anomalies or
issues that could be rapidly followed
up and addressed with improved
performance
Detection of false / suspicious
bookings being used to disrupt the
national vaccination campaign.
Suspicious
Booking
Detection
Use of CRMA AI tools to score
bookings containing indicators of
suspicious content for review and
assessment.
Successful identification of problem
bookings allows pro-active follow up
and reduces downstream impact.
Optimise vaccination stocks while
reducing waste
Nationwide
Vaccination
Inventory
Management
CRMA Site level analytics comparing
inventory to appointments, with direct
visibility of vaccine stock orders..
Substantially reduced vaccine waste.
Tools to support vaccination sites
struggling to provide special
assistance and manage no-shows
Vaccination
Site Concierge
Reporting
Creation of a CRMA integrated
concierge dashboard that shows site
level appointments, contact
information and assistance
requirements
Streamlined vaccination
appointments, and proactive
rescheduling of special assistance
when appointments change.
Near real time update of MOH
websites and News outlet on the
number of vaccinations undertaken
on super Saturday
Super
Saturday
Use CRMA to Collect and
consolidate the information from the
Covid immunisation applications and
provide a breakdown of the numbers
via an API
Automated 15-20 minute updates
through the API to the MoH website
which could be accessed by the
public and the media
Nationwide demand for vaccinations
flooded the existing booking system
Nationwide
Site Booking
Capacity
Provide service centre with a
dynamic CRMA dashboard view of
site capacity, allowing efficient site
booking based on caller proximity.
Much more efficient management
and allocation of vaccination site
capacities across the country.