Vaccine Program Management Services
About the project
Tidal Basin provided program management support to the Florida Division of Emergency Management (FDEM) and Florida Digital Services (FDS) for the state of Florida’s vaccine program.
- Prime Contractor: Tidal Basin
- Project Dates: January 2021 to July 2021
- Allocation: $500M
The state of Florida required a mass roll-out of vaccinations, which had not occurred in the state’s history. With the current death toll rate rising, the state faced the following challenges:
- Vaccine logistics and distribution
- Program and project management
- Onsite staff support
- Public outreach
- Information systems and IT infrastructure
- Call center services
- Case management
- Security planning
- Financial reimbursement
Tidal Basin deployed more than 160 field staff to assist Florida with managing the vaccine distribution process. We developed and enacted program processes and aided data integration and distribution. We installed leadership in Florida’s Emergency Operations Center (EOC) to provide strategic advice and management, including daily site operations, technology solutions, call center scheduling, on-site staff support, training, etc. We also collaborated with the state communications team. We worked closely with the state communications team on messaging and ensuring counties that have opted-in to the state program understand the program processes and that the public understands the patient journey.
On-Site Staff Support
Tidal Basin provided training and on-site assistance to state, county, and health department officials by using the online appointment system to administer vaccines at more than 150 points of distribution (PODs) across the state. We also directly assisted patients with completing registrations on-site using the vaccine assistant technology in place for the program.
We established an automated vaccine scheduling function, enabling a multilingual self-service hotline that pre-screens callers through an IVR (integrated voice response) system. In the first 30 days, our IVR solution accepted 3.8 million calls and pre-registered nearly 600,000 eligible residents. Our call center live agents also supported all 67 counties by answering frequently asked questions for the residents.
Call Center Support
Tidal Basin and their partner, MCI (a technology-enabled contact center service provider), provided call center and case management help to streamline scheduling and rescheduling vaccines at the applicable county and state POD locations.
We launched the remote-based, live agent call center within 72 hours of notification. We employed an average of 3,500 customer care agents to assist with scheduling appointments for eligible residents’ first and second dose vaccines. Our live agent contact center fielded nearly 20 million phone calls and had an average handling time of 4.7 minutes, resulting in more than 218,000 vaccine appointments scheduled.
Online Reservation Technology Support:
Tidal Basin assisted the technology consultant with upgrading the online reservation portal. We successfully trained government officials to access real-time information regarding daily vaccination numbers, enabling them to measure results and plan more effectively.