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 secondly, 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 dialler 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 dialler 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.