Leveraging Omni-Channel Communications Technology to Improve Public Health Access

About the Program

Category: Health (Best in Category)

Year: 2022

King County, WA is changing how communities connect with public healthcare. We’re making it easier for residents to access services 24 hours a day, no matter where you live or what language you speak – and without the hassle of traveling to downtown Seattle or taking time away from work and family. Since the first U.S. COVID cases were detected in King County in early 2020, our public health services quickly adopted what we call an “omni-channel engagement” communications strategy that leverages several advanced technologies. These include: a shared regional database for testing, positive cases, and vaccinations; chatbots that assist residents on the phone or online; an appointment scheduling system in residents’ preferred languages; automated text/email appointment reminders; and even a mobile phone app that holds your place in line while you wait in the comfort (and germ-free safety) of your car for health services. Powerful real-time dashboards and analytics help residents and local leaders make data-driven decisions that keep our communities healthy and informed. This world-class technology was implemented in response to COVID, but has transformed how residents access public health and is helping make King County a place where all people can live, work and thrive.