Context
The influx of tens of thousands of Ukrainians fleeing the war placed a significant strain on Vienna’s social services, particularly the Vienna Social Fund responsible for providing accommodation and basic welfare benefits. The existing system struggled to cope with the surge in applications, leading to long waiting times and frustration for those seeking assistance.
Recognising the urgent need for a solution, the Vienna Health Advisory Service and Primary Care departments of the Vienna Social Fund joined forces. This collaboration addressed the critical political context of the war in Ukraine, and the pressing governmental programme of efficiently distributing basic welfare to displaced people.
Objectives
The GVS Online Registration Tool was developed with several clear objectives in mind. First and foremost, to establish a user-friendly online platform for displaced people to register and schedule consultation appointments. This online system would streamline the application process, eliminating unnecessary in-person visits and minimising wait times. Additionally, the tool sought to optimise existing workflows by prescreening applicants and directing them to the most appropriate services. This not only reduced the burden on staff, but also ensured a more targeted and efficient allocation of resources.
Finally, the GVS tool aimed to improve the overall experience for displaced people seeking assistance. By offering pre-booked appointments and reducing waiting times, the project aimed to create a calmer and more pleasant consultation environment.
Implementation
The project’s swift development, completed within two weeks, reflects the collaborative effort between the Vienna Social Fund departments and an existing external partner. Following initial discussions, the focus shifted to defining the technical and content requirements for the online registration form. This included determining the number of daily appointment slots, consultation durations and SMS/email templates in Ukrainian. Data protection considerations were paramount, prompting the creation of corresponding contracts with partners.
Technical requirements were established, training materials for staff were developed and employee training sessions were conducted. The project’s success hinged on clear communication between departments, facilitated through online meetings, phone calls, emails and in-person interactions at the advice centre. The GVS tool’s implementation not only addressed the immediate challenges but also provided valuable insights for future adaptations and improvements.