Engineering Innovation in
E-Health
With our technologies and expertise, we support the CUP in the day-to-day management of requests.
Approach & Solution
Approach
Access to health services is one of the fundamental rights of every citizen and the Centro Unico di Prenotazioni (Single Booking Center), or CUP, is known to be the main "gateway" to this.
Today, CUP services are evolving on several fronts. Healthcare is increasingly a network of skills and specialisations spread across an entire territory, with resources that must be optimised in terms of time and services that are increasingly "close" - in ways, places and times - to the needs and preferences of each patient.
CUP Piemonte is at the service of one of the largest and most populous Italian regions, providing a broad and diverse healthcare offering guaranteed by the 18 Public Health Companies. The service is expanded through the Accredited Private sector, with the inclusion of over 90 healthcare facilities in Piedmont. The CUP currently handles an average of 110,000 weekly phone contacts, manages over 80,000 daily processed appointments (bookings, rescheduling, cancellations), and is used by more than 30,500 configured and active operators in the system.
Today, CUP services are evolving on several fronts. Healthcare is increasingly a network of skills and specialisations spread across an entire territory, with resources that must be optimised in terms of time and services that are increasingly "close" - in ways, places and times - to the needs and preferences of each patient.
CUP Piemonte is at the service of one of the largest and most populous Italian regions, providing a broad and diverse healthcare offering guaranteed by the 18 Public Health Companies. The service is expanded through the Accredited Private sector, with the inclusion of over 90 healthcare facilities in Piedmont. The CUP currently handles an average of 110,000 weekly phone contacts, manages over 80,000 daily processed appointments (bookings, rescheduling, cancellations), and is used by more than 30,500 configured and active operators in the system.
Solution
The project involves the creation of an integrated solution composed of an application platform (based on our AREAS management system), a technological infrastructure, a call center service, and specialized services.
Engineering has employed the best technologies and solutions from the early design stages to ensure maximum operational continuity-efficiency and the best access-use experience for citizens and operators.
CUP Piemonte serves as the single front-end for managing and integrating all activities related to service requests (bookings/modifications, recalls, agenda management, pricing, regional and national information flow management, etc.).
With a multi-channel approach, the implementation includes not only the call center service but also a range of alternative booking channels, including an App, the Citizen Portal, kiosks, and a specific portal for local pharmacies.
Engineering has employed the best technologies and solutions from the early design stages to ensure maximum operational continuity-efficiency and the best access-use experience for citizens and operators.
CUP Piemonte serves as the single front-end for managing and integrating all activities related to service requests (bookings/modifications, recalls, agenda management, pricing, regional and national information flow management, etc.).
With a multi-channel approach, the implementation includes not only the call center service but also a range of alternative booking channels, including an App, the Citizen Portal, kiosks, and a specific portal for local pharmacies.
Results
Simplification of bookings for health services
80,000+ requests managed every day
30,500+ operatives active on the system
Optimisation of regional health resources
Operational continuity of a central service for citizens
Project value
Innovation
Process performance
Enabling Technologies
Cloud
AI Advanced Analytics
Engineering proprietary products & other technologies
Areas
Knowage
Project Team
Healthcare