Integrated Health Information Systems (IHiS), the creator of Singapore’s one-stop health information and services web portal and mobile application HealthHub, intends to get the public’s pulse on the health platform through the integration of Qualtrics Customer Experience Management software.
Singapore’s vision of Smart Nation is underpinned by the country’s adoption of digital and smart technologies across all domains, including the public sector. In the healthcare sector, the Ministry of Health (MOH) and Health Promotion Board (HPB) in partnership with Integrated Health Information Systems (IHiS), a multi-award-winning healthcare IT leader, delivered HealthHub in 2015. This Smart Health initiative empowers Singaporeans to manage their health and wellness by providing easy access to their public health records and medical appointments online, among others.
The Digital Healthcare Companion
Functioning as the digital healthcare companion for Singaporeans, HealthHub continuously updates its capabilities to adapt to the ever-changing healthcare landscape. In February, the mobile app added a new feature that allows Singapore residents to check their COVID-19 test results and vaccination records– as a significant feature to help in the vaccine rollout. As of 2 September 2021, 80{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} of Singapore’s population has completed their full regimen of COVID-19 vaccines and 83{aa282f308afcc222aaa21b0478c79e01a8fedd01972e2180867097bd93930f22} has received at least one dose.
Now, as the HealthHub’s user base continues to grow, IHiS wanted to ensure consistent delivery of reliable and excellent healthcare service to the people of Singapore. The company tapped Qualtrics, the world’s leading Experience Management (XM) provider and creator of the XM category, to back HealthHub with its customer experience management software Qualtrics CustomerXM™.
Sharing about the technology partnership, Mao Gen Foo, Head of Southeast Asia, Qualtrics, said:
“In our rapidly changing world, the experience a government or business provides to its customers and employees has never been more important. It means experience management is now critical. With Qualtrics, IHiS will enhance its capabilities to more efficiently listen, understand, and act on feedback to ensure HealthHub delivers meaningful and long-lasting value to users across Singapore.”
Advancing Healthcare with Customer Experience Management Software
Through Qualtrics CustomerXM, IHiS intends to deliver a customer experience programme centred on refining and optimising the HealthHub web portal and mobile app’s customer experience as Singaporeans’ health journeys rapidly evolve.
Leveraging Qualtrics’ predictive intelligence capabilities, HealthHub is expected to deliver the following:
- Easily collect and aggregate feedback from its users across mobile and online channels in real-time to analyse user sentiment
- Identify critical feedback
- Pinpoint emerging trends
- Enable IHiS to understand if HealthHub’s features are meeting the evolving needs of its users
- Deliver meaningful customer experiences
As the technology partner that digitises, connects, and analyses Singapore’s health ecosystem, IHiS is one of the first organisations to use the newly opened Qualtrics data centre in the city-state, which provides direct access to the Qualtrics Experience Management Platform in compliance with local data sovereignty and security requirements. The SAP-owned company has recently strengthened its presence in the Asia Pacific and Japan region with the opening of a new headquarters in Sydney and a data centre in Singapore to cater to the increasing demand for Qualtrics Experience Management solutions.
“The recent opening of the Qualtrics data center in Singapore, alongside our plans to hire 1,200 new employees in the region, is a game-changer for local businesses and governments embarking on experience transformations. Organisations will benefit from local access to the Qualtrics Experience Management Platform and our industry-leading experts, equipping them with the insights, capabilities, and support to quickly and confidently respond to our changing world,” explained Foo.
