Foundation Projects

Virtual Queuing System and Big Data Analytic Dashboard to Improve Quality of Community Health Center Services in Bandung

Nuesto Technology

One government program to improve health care in Indonesia involves building community health centers in every area. These community health centers have taken an important role in health development as they are often on the front lines of providing health care to the population. In the Bandung area, we have 70 community health centers for each district with an average of 200 daily active visitors using them as the main form of first aid for health problems.

However, after interviewing some local customers on community health service, we have determined that there are two key issues caused by the manual queuing system:

  1. Unclear procedural and unexpected queuing time. About 59.1% respondents told us that queuing has been the main problem, as they can’t predict whether there will be long queues or make any estimate of the time required, and the procedure is complex.
  2. Spread of disease. Community health centers should be a point of first aid for the local population but instead they can cause further health problems due to sick and unhealthy people all being put together in waiting rooms.

These two big problems could be solved by developing a system which will help society simplify the queuing system. Going from those two main problems, a virtual queuing system (we named it Qiwii) was built to solve it. The online queuing system itself is designed to be simple so all members of society of different ages and qualifications may use the system.

Features include:

  • Register from different channels. Before designing our product, we also conducted a survey to know user behavior based on their demographics. Different ages have their preferred channels to register. Therefore, we are developing the registration system through different channels (Kiosk (on the spot registration), SMS, application, and website). This flow will help society register everywhere.
  • Estimated Queuing Time. As we also build CSO panel for every Customer Service and doctors. The system will automatically update average service time and notify users with estimated time to come and update if there is any chance of serving time. This feature will help to decrease the disease spreading and unclear procedural where the queuing time compressed that they may come in the estimated time.
  • Real-time analytics and data update. Through the system, Government may see analytical data for every region and help them analyzing and planning health development program in every area.

We are currently, implementing Qiwii in four community health centers in Indonesia, there are three pieces of feedback generated from both the health care practitioners and members of society:

Average queuing time decreased from 3-4 hours on average to one hour. The satisfaction of community health center service rose from 3 (out of 5 stars). This is based on clear queuing procedural, less disease spreading, an easier registration and less queuing time.

Four images of phones using various functions of the app.
Images of the virtual queuing system mobile app