New Free XM Solutions for COVID-19 Response in Public Sector | Experience Community
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New Free XM Solutions for COVID-19 Response in Public Sector

  • March 27, 2020
  • 2 replies
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SamG
Groups Administrator
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  • SamG
  • Groups Administrator
To support Public Sector leaders responding to COVID-19 and the resulting disruption in our daily lives and communities, we are releasing three XM Solutions. These solutions are free and available to any organization. You can learn more about all the COVID-19 XM Solutions that are available at https://www.qualtrics.com/here-to-help/.

Public Health: COVID-19 Pre-Screen & Routing:

The Public Health: COVID-19 Pre-Screen & Routing solution enables public health organizations to automate the distribution of the latest COVID-19 information to members of the public, perform an initial triage for COVID-19 symptoms, and ensure that people exhibiting symptoms of the disease have access to the right supporting and testing resources. Developed by Qualtrics’ senior XM scientists, this free guided Solution includes the following: 1. An intake survey that helps the public triage their needs before calling into public health departments (distribution channels: website link, Text@, social media). 2. A report that visualizes trending information and volume of requests <iframe width="560" height="315" src="https://www.youtube.com/embed/NOLrudwKDK8" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Public Health: COVID-19 Dynamic Call Center Script:

The Public Health: COVID-19 Dynamic Call Center Script solution is designed to help public health staff accurately respond to calls from the public requesting guidance about coronavirus (COVID-19). Developed by Qualtrics’ senior XM scientists, this free guided Solution includes the following: * A pre-populated, but customizable form for public health officials to use to respond to the increased volume of calls from the public about the coronavirus (COVID-19): Enable staff to sort 1) really sick people into pursuing care; 2) address questions and give advice to symptomatic people via CDC guidelines; 3) address other types of questions via CDC/local health department guidelines * A set of standard report views about the callers supported by the organization: Incidence of symptoms, information being requested, and trends over time <iframe width="560" height="315" src="https://www.youtube.com/embed/Jdfk5I6McFA" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Remote Work Pulse:

The Remote + On-site Work Pulse helps organizations: * Quickly assess workforce morale and well-being * Understand employee needs as they adapt to changing work environments with automated yet configurable surveys for your unique workforce—whether remote or on-site * Identify what matters by team and location and prioritize actions to take in response with pre-built reporting designed by I/O experts—like improving communication, safety protocols or tech access * Reduce the impacts this disruption can have on culture, employee safety and productivity Navigate to qualtrics.com/here-to-help for details on how to get started. You can also check out these helpful resources on the Qualtrics blog with guidance as teams transition in this new work environment. https://vimeo.com/397308043/5947344c3d

      2 replies

      AdamK12
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      • AdamK12
      • Level 5 ●●●●●
      • April 23, 2020

      Hi, SamG -- thanks for sharing these templates. My organization revised the Remote Work Pulse and deployed it to our staff to examine three areas: teleworking practices, communication, and IT support. We received a 38% response rate and circulated the findings to our leadership team, which in turn reported the results back to staff.
      Do you have any insight from Qualtrics public sector clients about how they have used the Remote Work Pulse, particularly at the Federal level? (I'm looking for best practices and benchmarks to flesh out my reporting, and provide greater insight to our findings.) Thanks in advance!

      Adam Korengold, NLM/SCI (he/him/his)
      SamG
      Groups Administrator
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      • SamG
      • Author
      • Groups Administrator
      • April 30, 2020

      Hey AdamK12! While we don’t have specific benchmarks to share at this time, I can share insights based on the experiences of our Federal users. Several Federal agencies have leveraged their findings to update their communication plans to employees based on perceived gaps in communications to date, and in response to high-volume requests from respondents. One agency is using the initial results to re-assess their general Work From Home policy, after finding that employees are equally productive and in some cases more satisfied with remote work or flexible work schedules. While not limited to our Federal users, I would also point you to this article from the XM Institute offering recommendations on how organizations can re-prioritize their CX efforts in light of COVID-19.
      In addition, now that we have launched the community more broadly I'm hoping we can have some other federal folks hop in here with their thoughts as well!

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