DMI, a global digital transformation company, played a vital role in building the infrastructure for state of Maryland COVID-19 vaccination support center, which allows citizens to preregister for the state’s mass vaccination sites, schedule their vaccine appointments, modify their existing appointment and communicate with a support center agent with any COVID-19 related questions. DMI partnered with two industry leaders for executing communication with residents—Atento, one of the world’s top five providers of customer relationship management and business process outsourcing, and NTT Data, a global digital business and IT service provider.

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The new COVID-19 vaccination support center utilizes digital solutions and human resources to meet citizens’ needs and preferences. Users of the new service are first triaged for vaccination eligibility and then given options to self-schedule; request a phone call back; request an text back; or send questions via an auto bot or live representative.

“Our priority was establishing a statewide support center and hotline that would be easy to use and efficient in handling massive volume of calls and inquiries,” said DMI President, Managed Mobility Services, DJ Oreb. “In a matter of days, we were able to develop an overall plan and solution for the infrastructure and bring in Atento and NTT as reputable partners to assist with implementation.”

The logistical challenges presented through the high transmission of the pandemic and social distancing norms meant that public administrations needed to find workable solutions to protect all people, especially the most vulnerable, while trying to work as quickly as possible to avoid slowing down the roll-out efforts.

“The hybrid of digital and human offerings allows residents to get their questions answered in a more efficient manner while opening up phone lines and live agents for those needing more assistance,” said Oreb. “With our partners, we’re also conducting multiple outbound campaigns to prioritize delivering educational information and equitable access to schedule their vaccine appointments.”

The supportcenter solution enables government institutions to easily manage the increased incoming call volume associated with the current pandemic environment. It also conducts proactive outreach to provide equitable vaccine distribution and set appointment schedules to all residents in the state.

1.4 million residents served

Since March, the vaccination support center has served 1.4 million Maryland residents. The support center solution has the capabilities to handle more than 70,000 calls per day.

“The success of the contact center solution was a team effort across all partners,” says Wesley O’Brien, Atento’s Commercial Vice President. “The program’s success was made possible by an extraordinary team attitude from all partners.”

DMI also developed robust dashboards that allow the state of Maryland to monitor real-time analytics such as number of calls answered, average hold time and number of outbound calls.

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