Telemedicine for veterans in the setting of the COVID-19 pandemic: Lessons learned from a virtual urgent care center

Introduction Although telemedicine was predominantly adopted during the COVID-19 pandemic, its impact on healthcare outcomes in the veteran population in achieving first contact resolution, or the ability to safely manage patient care at home from an urgent care perspective, is yet to be determined. Methods This study included 13,090 veteran patient episodes who presented to the Department of Veteran's Affairs Veterans Integrated Services Network 8's Clinical Contact Center, a virtual urgent care organization covering South Georgia, Florida, and U.S. Virgin Islands in providing episodic care, between March 2020 and February 2021. Multivariate logistic regression estimated the probability that veterans with COVID-19-related symptoms stayed at home compared to presenting to the emergency department (ED) or their primary care provider. Results Patients with COVID-related symptoms were 33% less likely to present to the ED compared to patients who presented with non-COVID-related symptoms. Discussion The virtual urgent care center enabled veterans to receive timely care and avoid public places that could potentially lead to a COVID-19 infection or infecting others.

Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

Perspectives of euro-atlantic integration of the system of professional training of the personnel of the State border guard service of Ukraine

The purpose of the article is the definition of prospective areas of Euro-Atlantic integration of the system of professional training of future border guard officers on the basis of the National Academy of the State Border Guard Service of Ukraine. Results. The article reveals perspectives of Euro-Atlantic integration of the system of professional training of the personnel of the State Border Guard Service of Ukraine. The considered perspective directions envisage joining the system of joint training of specialists of various subjects of border guard activity in order to increase the level of interoperability of the personnel of the State Border Guard Service of Ukraine on the basis of NATO standards. It has been determined that it is necessary to carry out wide consultations with representatives of NATO and NATO member states on the implementation of training programs for personnel training on issues within the competence of the Ukrainian Border Guard Service, ensuring the participation of National Academy in new research projects between Ukraine and NATO, obtaining grants for research support. It was found out that in the conditions of introduction of informal models of education in the Ukrainian system of training of border guards of various specialties it is necessary to introduce experience of NATO countries on development and carrying out of trainings on relevant subjects, especially on formation of foreign language professional competence of border guards according to STANAG 6001. Practical implications and value. Modernization of the technical component of the educational process of a higher military educational institution includes: creation of an internal educational network on border security and management, introduction of a platform for information exchange and communication between national and foreign educational institutions; creation of a virtual contact center to provide video conferencing; intensive use of mobile learning, introduction of electronic tools, virtual simulators and simulators for use by teachers in personnel training. Key words: the Euro-Atlantic integration, border guards, integrated training, NATO standards, interoperability.

RFID: A Fuzzy Linguistic Model to Manage Customers from the Perspective of Their Interactions with the Contact Center

In an increasingly globalized market, the relationship between the customer and the brand goes beyond the purchasing process. It is very important to understand the customer, to know their needs and to propose actions to increase the value of the brand for them. In the literature, there are several models capable of determining and segmenting customers according to variables dependent on the purchasing process. However, we have not found any study that applies to the business case of classifying customers according to their relationship with the contact centre. In this paper, we establish a working model that allows us to define the value of the customer in the process of interaction with the contact centre, so that we can propose actions both in the sales phase and during the post-sales service, so that the value and perception of the brand is increased. In this model, we propose using the value of recency, frequency, importance and duration of customer interactions with the post-sales service, thus obtaining a ranking, and grouping of customers to help establish personalized communication strategies. We have verified this model by presenting a business case applied to the telecom sector.

EVALUATION OF MOBILE APPLICATION BPJSTKU USING COBIT 5 FRAMEWORK (STUDY CASE: BPJS KETENAGAKERJAAN)

BPJS as a social security to provides protection to all workers in Indonesian utilize especially mobile application in providing information and services to all BPJS customer anytime and anywhere without having to BPJS branch office. Beginning in 2019 BPJS has mobile application with the name as a continuation of BPJSTK Mobile has been made previously. The addition of new features and improvements to the mobile application apparently still provides problem and complaints from workers addressed to the BPJS branch office, BPJS complaints services, and BPJS contact center. For this reason, it’s necessary to evaluate the implementation of mobile application as a whole to assist BPJS in achieving the objectives to improving IT governance and management of BPJS . This study aims to evaluate the mobile application using the COBIT 5 which has been implemented in BPJS . In this case the evaluation will be carried out using , service, and support (DSS) domain and the domain monitor, evaluate, and assess (MEA) which in the end will be measured the capability level as well as recommendations for improvement and gap analysis on the mobile application .

Chaos Theory Methods for Contact-Center Dinamic Control

The work is devoted to searching for optimal control methods for contact center, in particular, methods for predicting the load for further calculation of required number of operators. If the number of operators is always more than required, then the owners of the contact center will incur financial losses. If there are too few employees, the quality of service will decline. Predicting the load of the contact center is required in order to bring the optimal number of operators to work in advance. It is proposed to apply chaos theory to predict the incoming load of a contact center. Positive value of the Lyapunov index indicates the chaotic behavior of the input flow of the load. To predict the load, the methods of linear and nonlinear forecasting and the method of global approximation are used. The paper presents the results of comparing these methods for the problem of predicting the incoming load of contact center.

Sistem Pendukung Keputusan Pemilihan Karyawan Terbaik Menggunakan Metode Simple Additive Weighting (Studi Kasus: PT. Bank Rakyat Indonesia Tbk. Divisi Layanan dan Contact Center Bagian Helpdesk)

Karyawan merupakan aspek penting pada suatu perusahaan, dengan adanya karyawan yang memiliki standar kualitas yang baik maka daya produksi perusahaan tentu terus terjaga dan semakin meningkat. Untuk itu sangat penting untuk memberikan penghargaan terhadap karyawan yang berprestasi, khususnya pada karyawan PT. Bank Rakyat Indonesia Tbk. Divisi Layanan dan Contact Center Bagian Helpdesk. Demi memperoleh informasi yang cepat dan tepat terhadap kinerja karyawanmaka peneliti membuat sebuah sistem pendukung keputusan pemilihan karyawan dengan menggunakan metode Simple Additive Weighting (SAW). Sistem ini diharapkan mampu menentukan karyawan terbaik atas dasar kriteria yang ditentukan oleh perusahaan. Kata Kunci :Sistem Pendukung Keputusan, Simple Additive Weighting, Pemilihan Karyawan Terbaik

Inclusive Human Resource Management Practice to Change The Organizational Climate

This study aims to describe and analyze the organizational climate change process in Mandiri Contact Center (MCC) Yogyakarta which employs people with disabilities since the implementation of the Mandiri Kriya Difabel Program. A qualitative method with an instrumental case study approach is used in this study. To collect the data, the researcher uses interview, observation and documentation study technique. The results show that by implementing an inclusive human resource management, the Mandiri Kriya Difabel Program has succeeded to change an exclusive organizational climate into an inclusive disability organizational climate. This is the first study which combines Lewin’s Three Step Change Model, Social Model of Disability, and Inclusive Dimensions on Organizational Climate as a framework to research a disability inclusive organizational climate change. This research provides an inclusive method to manage employees with disabilities and a new academic reference on organizational change study.