Modernizing Asia’s largest online Emergency Medical Services (EMS) portal; Ziqitza

The Daffodil team reverse-engineered the application, discovering several shortcomings in the legacy application. The solution developed by the team consists of two parts- first, a web app developed on React for managing an outbound team that would take calls, manage access rights, and process the SRs, and second, a mobile app developed on React Native for the drivers, EMTs, Supervisors, and Auditors. Some of the development highlights were:

Service Request Cycle Management

When a patient places a call on one of the emergency phone numbers, the outbound team receives a Service Request (SR). Ambulances and drivers are then assigned along with Emergency Medical Technicians (EMTs) using the web app. The system captures and smoothly onboard users from government and private hospitals to serve as outbound teams who would process the SRs.

There are role-based permissions for each user of the web app including Care Agents who answer calls to trigger the creation of SRs. This is done through a master data management system. The well-categorized roles include the Roles- Master, Shift Master, District Master, Client Master, Hospital Master, and several others with their respective access rights.

An Operations Support Desk (OSD) module helps manage the fleet of ambulances and drivers with respect to fleet fueling, addressing driver’s tickets related to their issues, etc.

Driver Mobile App

Once a driver and ambulance are assigned for a pick-up on the web app, the driver gets notified about it on their mobile app. The driver is assigned based on proximity to the patient’s location and availability of ambulances at Ziqitza’s partner hospitals. Multiple dispatches can be made for a single SR depending on the need. The driver mobile app’s integrated dialer can be used by the driver to get in touch with the caller. Meanwhile, push notification and SMS with details about the assigned ambulance and driver goes to the caller.

Flexible and Customizable Components

A decoupled application architecture allows for integrating third-party or in-house plug-ins as and when required. Every State government had different requirements for the web and mobile apps. So, there is room for unlimited customization in terms of the dialer used and the Vehicle Tracking System (VTS), and the UI.

Also, both apps can be configured and set up on the basis of call center capacity and levels of caller verification required by each state. There is also the option of selecting which emergency numbers – 100 (police), 101 (fire service), 108 (ambulance) – would be received by the Care Team.

Service Request Tracking and Reporting

A centralized logging system helps the SR Master, one of the roles on the web app, to view the order of execution of the entire SR lifecycle. Throughout every session, a trace ID is tracked for each SR, and a transaction ID is tracked for resolving API issues. Every issue can be resolved when it appears.

The reporting tool was built on Next.js, a framework that runs on both the client and server. This allows for multiple forms of log creation to stay up-to-date with the application’s performance.

Govt. to Private Expansion

As our partnership with Ziqitza EMS evolved and thrived in the government contracts, the client recognized the need for expansion into the private sector. The challenge was clear – how to enter this new market without the overwhelming task of starting from scratch. As their technology partner, we aimed to find a solution that not only accelerated their entry into the private ambulance service domain but also built upon the success we had achieved in the government sector.

In a strategic move, Daffodil team opted to revamp their existing EMS portal designed for government contracts instead of developing an entirely new system. This approach involved enhancing the application with additional features to cater specifically to the nuances of private ambulance services.

To attain the seamless functionality akin to modern on-demand services, we introduced three separate applications:

1. Customer application
2. Vendor/Supervisor application
3. Crew members (driver) application

Customer application

The Daffodil team elevated the visual and functional aspects of the existing customer-facing application, transforming it from a simple, single-page portal with limited features to an advanced interface that surpasses the functionality of on-demand service applications like Uber.

Within this enhanced web portal, when a patient initiates a call to the ambulance services helpline, the dialer automatically prompts an answer call page for the agent. This page is pre-filled with the patient’s number, streamlining the process for the agent. The agent engages with the caller, asking vital questions to gather necessary information such as the pickup and drop locations, the person in need of the ambulance, the severity of the situation, and specific medical requirements like the need for a ventilator or oxygen.

Once the agent collects these details and registers the patient’s requirements, they proceed to initiate a service request ticket. This sets in motion the dispatch of ambulances, drivers, and Emergency Medical Technicians (EMTs) to the specified location. The seamless coordination ensures a swift and effective response to the patient’s needs. This approach enhances the overall functionality of the customer-facing application, facilitating efficient communication and quick deployment of resources in critical situations.

Key differentiators

Scheduled ambulance requests:

In a significant enhancement, the platform now supports scheduled ambulance requests. Customers can not only request immediate assistance but also pre-schedule ambulance services for planned medical transport needs. This feature adds a layer of convenience for non-emergency situations.

Variety of ambulance types:

The application introduces a diverse fleet of ambulances, including basic, cardiac, and 5G-enabled ambulances. The 5G-enabled ambulances provide an advanced feature by allowing instant online diagnosis by connecting with healthcare professionals.

Diverse ambulance requests:

The ambulance request system is expanded to cover a wide array of scenarios. Customers can request ambulance services for ground transport, pet transport, air transport, event coverage, and even receive a doctor-at-home service. This versatility ensures that the platform caters to a broader spectrum of medical transportation needs beyond traditional emergency situations.

Vendor/Supervisor application

This application is specifically tailored for third-party vendors and supervisors seeking integration with Ziqitza’s service network. When agents receive service requests, they are distributed not only to in-house drivers but also to registered vendors. The assignment of drivers is determined by factors such as their proximity to the patient’s location and the availability of ambulances. Vendors, upon receiving payment from patients, contribute a modest commission fee to Ziqitza for facilitating and coordinating the ambulance service.

Crew members (driver) application

The crew members application is an integral part of the system and operates similarly to the framework developed for government contracts. This application caters to the internal operations of the drivers within the Ziqitza system, ensuring a smooth and coordinated response to service requests.