RICHARDbSCOTT

iWireless Service Blueprinting - Accelerating Successful Delivery

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"We know what we want our service to deliver but how do we make it happen?"

The interaction of people and technology in the delivery of a new service can become very complex. Front-office, back office, end users, third parties, etc. - all the many layers of technology, processes and people must come together to deliver a seamless and effective service experience.

For a 'new-to-the-world' or 'new-to-Europe' service, service blueprinting has proven to be a very effective means of analysing and logically integrating the various elements that make up a complex service offering.

It can be used to answer some basic service design and deployment questions:

  • What needs doing?
  • Who is doing what?
  • Where are the service gaps?
  • How do we implement?

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Case Study

The state funded, national health service in the UK is experiencing a chronic shortage of hospital beds. As a result, patients frequently wait months for in-patient care.

A team from a leading UK university decided to develop a concept that would help to alleviate the bottleneck by enabling in-patients to become out-patients.

Using a combination of wireless technology and wearable physiological measurement devices, the patient's condition would be monitored while she went on with her day-to-day life instead of keeping them in a hospital bed for observation.

Data collected by the devices would include various cardiac, pulmonary and other bio-medical data which would periodically be sent wirelessly to a health control centre.

The center would be staffed by both paramedics and doctors round the clock. Should a patient's physiological data exceed the specific parameters stipulated by the patient's doctor, both the patient and the doctor/hospital would be notified and appropriate action taken. GPS would enable the patient to be located for care wherever they might be.

How RICHARDbSCOTT Helped

The proposed service would bring together a complex web of health care and technology providers. RICHARDbSCOTT was asked to define the various human and technology interactions and processes that would be required to enable the service.

A comprehensive service blueprint was developed to model the chain of activities and responsibilities required for the service to function. The blueprint also facilitated the mapping of alternative processes and resources to provide service resiliency.

Results

The team used the blueprint to accurately identify and cost the technological and human resources required to create and operate a health care solution that has the dual effect of enhancing the quality of life of the patient, while improving the utilisation of scarce hospital resources.