Problem:

The city of Buenos Aires decides to improve the health city services. The initial situation was that each city hospital or medical facility has its own appointment system, in the best case. As a citizen, you must know beforehand where you are going to get the desired service, find their phone and make an appointment, or worse, get in-person very early at the facility, make a queue, and hope that you get attention on that day because they gave 100 tickets, and if you are after the 100 positions in the queue, you are asked to go elsewhere.

Solution:

Crearte a custom CRM solution with the capabilities to unify all the hospitals appointments systems, adding a communication layer to the legacy systems and a consolidation layer in the CRM. This approach shows the call center operator a unified view of all the appointments available. The CRM, using the Google Maps API is capable to recommend the hospital closer to the address of the caller.

Later adding a self-service web appointment system the health system was greatly improved, reducing the need to get the appointments in person at the hospital.

https://www.buenosaires.gob.ar/salud/turnos-telefonicos-en-hospitales