F I L E S

T O P S E C R E T

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CASE STUDYONL/05-10

12-11-2010

ONL01HOW APPARENTLY

SMALL THINGS IMPROVES

A LOT IN THEHOSPITALS OF

?

CONFIDENTIA

L

Order No: 2010/001

rwanda

F I L E S

REDUCING QUEUES AND OPTIMIZING PATIENT CALLING

Facts&Figures

RECOVERY AFTER TIMES OF WAR

IMPROVING HOSPITALS

INFORMATION IN A TOUCH

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2.

”Improves service provision“says Daniel Murenzi

Head of ICT, Ministry of Healthcare

“It is an IT system that helps improve service provision at

hospitals and healthcare facilities by organizing client flow and providing attention

to all visitors”

Continent:

Official languages: Total area:Government:

Population:

Africa Kigali

2 26.338 km

10,746,000 (2010 estimation)

5.246 billion USD

Capitol:

Nominal GDP (total):

Kinyarwanda, French, English

RepublicIndependence:

Currency:

Nominal GDP (per capita):

1962 (from Belgium)

Rwandan franc (RWF)

535 USD

The most dramatic chapter in the country´s modern era was in 1990, when the Rwandan Patriotic Front (RPF) invaded thecountry, sparking a three year Civil War. In 1994 the president was assassinated, sparking the Rwandan Genocide. Between 500,000 and 1,000,000 people were killed in100 days. Rwanda's economy suffered heavily during the 1994 genocide, with widespread loss of life, failure to maintain the infrastructure, looting and neglect of important cash crops, causing a large drop in GDP and destroying the country's ability to attract private and external investment. Since the end of the Genocide, Rwanda has enjoyed political and social stability. This has permitted the development of agriculture, roads, tourism and mining industries.

Today in Rwanda is a shortage of staff nationally and some medicines are in short supply or unavailable. 87% of the population have access to healthcare but there are only two doctors and two paramedics per 100,000 people. The government is seeking to improve the situation as part of the Vision 2020 development programme. It has increased the healthcare budget from 4.2% to 12% of national expenditure.

As part of the nationwide hospital improvement programme, ONLINET has installed Queue Management System in the University Teaching Hospital of Kigali, Muhima and Rwamagana hospitals.The move is aimed at improving customer care in the health sector, according to officials.

F I L E SINFORMATION IN A TOUCH

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3.

Officials expects that the new system will reduce waiting and administration by 26 and 30 percent, respectively. The number of cases or patients attended to per day, staff efficiency, and patient satisfaction are expected to go up by 28, 30 and 60 percent, respectively, while staff concentration ability will increase by 30 percent. Mistakes during administration are expected to decrease by 45 percent, officials say.The three hospitals are the first to benefit from a 'pilot project' that will gradually be extended to other district hospitals in the country. “These three had unmanageable queues,” reckoned Daniel Murenzi.

There are 42 district hospitals in the country, and Ministry of Healthcare plans to have them all equipped with such queing systems before the end of 2011.

Reduced waitingReduced administration timeIncreased number of visitorsIncreased customersatisfaction Increased staff efficiencyReduced stress levels

Multi-Q ticket dispenserwith touchscreenCentral displayCounter displaysStaff terminal in hardwareand software versionONLINET CDS software

BENEFITS OF THESOLUTION

COMPONENTS OF THESYSTEM

” Will increase efficiency“

” The ONLINET queuing systemwill increase efficiency, quality and service levels.“ 30% higher

26% shorterwaiting times

staff efficiency

ONLINET Group in a nutshellONLINET Group is a European leader in developing, manufacturing Queue & Customer Management Systems andDigital Signage solutions. With branches in 7 countries and resellers on 3 continents we provide solutions in the Financial, Telecommunication, Retail, Healthcare, Education, Transport and Public sectors. Awarded by Deloitte in 3 consecutive years, as one of the fastest growing technology company in the Europe-Middle East-Africa and Central Europe regions, ONLINET through it’s systems manages around 500,000 customers daily in more than 1,200 Customer Services.

says Daniel MurenziHead of ICT, Ministry of Healthcare

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FOR YOUR EYES ONLY! WWW.ONLINET.EU

© Copyright ONLINET Group 2010. Created November 2010. ONLINET Group endeavours to ensure that the information in this document is correct and fairly stated, but does not accept liability for any errors or omissions.Quotes are taken from „THE NEW TIMES - Rwanda´s First Daily“ article written by James Karuhanga