Florida's Vaccine Distribution Program

Case Study Vaccine Program Management Services Florida Division of Emergency Management Services and Florida Digital Services

Resilience Delivered

On-Site Staff Support Tidal Basin provided training and on-site assistance to state, county, and health department officials through an 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. technology-enabled contact center service provider), provided call center and case management to help with scheduling and rescheduling vaccines at the applicable county and state POD locations. We launched a remote-based, live agent call center within 72 hours of notification, employing an average of 3,500 customer care agents to assist with scheduling appointments for eligible residents’ first and second dose Call Center Support Tidal Basin and its partner, MCI (a

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. The Tidal Basin team established an automated vaccine scheduling function, enabling a multi-lingual self-service hotline that pre-screened callers through an integrated voice response (IVR) 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. Online Reservation Technology Support Tidal Basin assisted the state’s 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.

Employed 3 K + call center agents on average

Fielded over 218 K vaccine appointments

Trained state and local staff at 150 locations

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