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Shift Management
As guidance emerges at the state/province and local levels allowing business to re-open, companies may need to alter the way employees show up to facility locations. For example, companies may need to stagger which employees are in an office/facility location to an every-other business day to reduce the number of employees in a given space to reduce risk. Providing a plan will help maintain operational efficiency and provide peace of mind to employees so they understand when they can attend an office/facility location.
Salesforce can help visualize and manage shifts by allowing teams to:
- Understand what shifts are covered and which are available for employees
- Categorize shifts into types of work to make sure the right employees will be in attendance
- Add and manage shifts to provide a comprehensive view at a given facility or project.
- Create flexible work shifts for periods that don’t require a rigid structure
Return to Work Solutions
As governments and companies across the globe continue to deal with the current effects of COVID-19 they also face the upcoming task of returning their citizens safely to work. Once the spread of coronavirus has been contained, government policies and health strategies will need to transition away from social distancing practices and move towards bringing businesses back online and gently restoring the economy.
Many government agencies and companies across the globe have already deployed Salesforce based solutions for early phase mitigation of COVID-19. Capabilities like testing and contact tracing are still relevant for return to work. In addition, new applications of business regulatory and compliance solutions are needed. To deliver comprehensive capabilities, each of the solution areas presented can be implemented individually or in any combination. Salesforce can partner with an agency or company to quickly identify areas of pressing need and rapidly deploy solutions in government accredited cloud environments that meet the agency priorities.
Contact Tracing
Leverage a contact tracing framework to locate and inform people who may have been exposed to a pandemic by another infected person. This process will be critical to helping the public feel safe to return to work, shop, or dine out at restaurants.
Once an at-risk person has been identified, these contacts will need to be given specific instructions on what to do next. Contract tracing staff potentially working in multiple locations and across a connected network of rapidly deployed command centers, will need the ability to efficiently manage large volumes of inbound and outbound communication. The staff must also coordinate resources and personnel to ensure critical follow-up steps are completed. The Salesforce Platform delivers an integrated set of capabilities that optimizes contact tracing case management through a high-velocity call center/case management console, household/relationship modeling, multi-channel support, and knowledge base.
Test & Visitor Scheduling
The Salesforce platform supports the wide range of operational services and capabilities required for test and visitor scheduling.
Using Salesforce as your integrated platform for test scheduling, your organization will have capabilities that include:
- Online, guided health assessment survey via web/mobile portals
- Self-service test location searching
- Face-to-face appointment scheduling
- Contact center with computer-telephony integration and skills-based routing to match caller requests with agent specialization for health assessment or test scheduling
- Manage location resource information such as hours, locations, and test availability
Quarantine Management
For citizens and employees who test positive, a clearly defined protocol for quarantine will be a key step in preventing further spread of the disease. As agencies and companies consider allowing business travel or as employees return from personal travel identified as a risk, companies may enact policies to recommend self-isolation for a period, such as 14 days. Using Salesforce as your integrated platform for quarantine management will enable the following capabilities:
- Treatment case management, such as actions, follow up, approvals, reviews, and referrals
- Knowledgebase of information articles and frequently asked questions to address concerns about quarantine process and duration
- Manage and track all details related to quarantined individuals including personal information, location, status, engagement history, questionnaires, updates, treatment plan, etc.
Workforce Mobilization
A robust workforce recruitment, management and deployment capability is also needed in order to meet the demand for staff to assist and augment existing public health resources. Salesforce can provide a scalable online community portal platform to both communicate available positions and receive candidate applications. Salesforce Service Cloud workflows route candidate applications to the appropriate queues for review and automate response and follow-up with qualified candidates. Salesforce Maps provides the ability to both visualize and interact with your data on a map.
Workplace Readiness Assessment & Certification
As community mitigation measures are modified and stay-at-home orders are lifted, businesses will need a way to review the checklist of workplace modifications required to meet social distancing regulations and to certify acceptance before re-opening. To allay public worries, business locations will potentially need to display assessment results/operating permits similar to restaurant inspection scores.
Within Salesforce, you can quickly set up an online process to guide an agency or company through identifying what measures must be taken to ensure proper levels of cleaning, physical distancing and adherence to other safety precautions and guidelines. Salesforce can operationalize service requests, work orders, checklists, and create and assign tasks and activities that can be completed, and reviewed for approval. Office closures, cleaning schedules, and monitoring guidelines can also be tracked and scheduled from a single integrated solution. Where applicable, these records can also be integrated with existing business systems via APIs.
Feedback & Inspections
As businesses and agencies start to re-open their doors to customers and employees, the public must have a way to report concerns of potential violations such as overcrowding or other unsafe conditions. Salesforce Service Cloud can manage the intake of reported violations of physical distancing measures, such as capacity limits, that may require follow up and inspection. This feedback can be received in Salesforce from virtually any channel, including phone, web, email, SMS and social media. Once a feedback case is created and reviewed, Salesforce can also help automate the assignment of inspection staff to a particular business location. Using the native Salesforce Mobile application, inspectors can receive notification of their inspection assignments, plan their routes, and capture the necessary information to substantiate or close the inspection case.
Return to Work Performance Metrics
Data visualizations that highlight COVID-19 case trends and hot spots will help you differentiate between decisions that are likely to be safe, timely and effective, and those that aren't. Informed, data-driven decisions about return to work should be made with analytical models that can be consumed and understood by your analysts and decision-makers as well as the public. Your key stakeholders are the entire population, so transparency is essential. Agencies that share data with their citizens on the most up-to-date COVID-19 case and economic trends, build trust and consensus for decisions made in the public interest. From embedding interactive dashboards on websites or Salesforce Community portals to making data sets available for the public to ask their own questions, transparency drives collaboration and change. Reducing information silos improves results for everyone.
Outreach & Sentiment Analysis
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents anxious about returning to work. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of testing resources, or changes to the rules related to eligibility to return to work. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public.
Employee Wellness
Agencies and companies are ensuring employees are healthy and taken care of, while reducing workplace anxiety by mitigating workforce and business impact during times of crisis. By quickly deploying a crisis-centric employee portal using Salesforce Community Cloud, they can create a central hub for their employees to access the most up to date information on policies, building status and revised operational hours.
Additionally, employees can leverage the portal to update their availability, update their status, and submit online requests for assistance. With Salesforce, you can deploy a centralized ‘Command Center’ to help support known impacted employees. The Command Center can also provide executive leadership with a view of the readiness status of locations and operations (e.g. closure of, or damage to, an office). Automating service requests and tasks with Salesforce workflows ensure timely and efficient follow-up with employees responding to concerns and questions.
Shift Management
As guidance emerges at the state/province and local levels allowing business to re-open, companies may need to alter the way employees show up to facility locations. For example, companies may need to stagger which employees are in an office/facility location to an every-other business day to reduce the number of employees in a given space to reduce risk. Providing a plan will help maintain operational efficiency and provide peace of mind to employees so they understand when they can attend an office/facility location.
Salesforce can help visualize and manage shifts by allowing teams to:
- Understand what shifts are covered and which are available for employees
- Categorize shifts into types of work to make sure the right employees will be in attendance
- Add and manage shifts to provide a comprehensive view at a given facility or project.
- Create flexible work shifts for periods that don’t require a rigid structure
Return to Work Solutions
As governments and companies across the globe continue to deal with the current effects of COVID-19 they also face the upcoming task of returning their citizens safely to work. Once the spread of coronavirus has been contained, government policies and health strategies will need to transition away from social distancing practices and move towards bringing businesses back online and gently restoring the economy.
Many government agencies and companies across the globe have already deployed Salesforce based solutions for early phase mitigation of COVID-19. Capabilities like testing and contact tracing are still relevant for return to work. In addition, new applications of business regulatory and compliance solutions are needed. To deliver comprehensive capabilities, each of the solution areas presented can be implemented individually or in any combination. Salesforce can partner with an agency or company to quickly identify areas of pressing need and rapidly deploy solutions in government accredited cloud environments that meet the agency priorities.
Contact Tracing
Leverage a contact tracing framework to locate and inform people who may have been exposed to a pandemic by another infected person. This process will be critical to helping the public feel safe to return to work, shop, or dine out at restaurants.
Once an at-risk person has been identified, these contacts will need to be given specific instructions on what to do next. Contract tracing staff potentially working in multiple locations and across a connected network of rapidly deployed command centers, will need the ability to efficiently manage large volumes of inbound and outbound communication. The staff must also coordinate resources and personnel to ensure critical follow-up steps are completed. The Salesforce Platform delivers an integrated set of capabilities that optimizes contact tracing case management through a high-velocity call center/case management console, household/relationship modeling, multi-channel support, and knowledge base.
Test & Visitor Scheduling
The Salesforce platform supports the wide range of operational services and capabilities required for test and visitor scheduling.
Using Salesforce as your integrated platform for test scheduling, your organization will have capabilities that include:
- Online, guided health assessment survey via web/mobile portals
- Self-service test location searching
- Face-to-face appointment scheduling
- Contact center with computer-telephony integration and skills-based routing to match caller requests with agent specialization for health assessment or test scheduling
- Manage location resource information such as hours, locations, and test availability
Quarantine Management
For citizens and employees who test positive, a clearly defined protocol for quarantine will be a key step in preventing further spread of the disease. As agencies and companies consider allowing business travel or as employees return from personal travel identified as a risk, companies may enact policies to recommend self-isolation for a period, such as 14 days. Using Salesforce as your integrated platform for quarantine management will enable the following capabilities:
- Treatment case management, such as actions, follow up, approvals, reviews, and referrals
- Knowledgebase of information articles and frequently asked questions to address concerns about quarantine process and duration
- Manage and track all details related to quarantined individuals including personal information, location, status, engagement history, questionnaires, updates, treatment plan, etc.
Workforce Mobilization
A robust workforce recruitment, management and deployment capability is also needed in order to meet the demand for staff to assist and augment existing public health resources. Salesforce can provide a scalable online community portal platform to both communicate available positions and receive candidate applications. Salesforce Service Cloud workflows route candidate applications to the appropriate queues for review and automate response and follow-up with qualified candidates. Salesforce Maps provides the ability to both visualize and interact with your data on a map.
Workplace Readiness Assessment & Certification
As community mitigation measures are modified and stay-at-home orders are lifted, businesses will need a way to review the checklist of workplace modifications required to meet social distancing regulations and to certify acceptance before re-opening. To allay public worries, business locations will potentially need to display assessment results/operating permits similar to restaurant inspection scores.
Within Salesforce, you can quickly set up an online process to guide an agency or company through identifying what measures must be taken to ensure proper levels of cleaning, physical distancing and adherence to other safety precautions and guidelines. Salesforce can operationalize service requests, work orders, checklists, and create and assign tasks and activities that can be completed, and reviewed for approval. Office closures, cleaning schedules, and monitoring guidelines can also be tracked and scheduled from a single integrated solution. Where applicable, these records can also be integrated with existing business systems via APIs.
Feedback & Inspections
As businesses and agencies start to re-open their doors to customers and employees, the public must have a way to report concerns of potential violations such as overcrowding or other unsafe conditions. Salesforce Service Cloud can manage the intake of reported violations of physical distancing measures, such as capacity limits, that may require follow up and inspection. This feedback can be received in Salesforce from virtually any channel, including phone, web, email, SMS and social media. Once a feedback case is created and reviewed, Salesforce can also help automate the assignment of inspection staff to a particular business location. Using the native Salesforce Mobile application, inspectors can receive notification of their inspection assignments, plan their routes, and capture the necessary information to substantiate or close the inspection case.
Return to Work Performance Metrics
Data visualizations that highlight COVID-19 case trends and hot spots will help you differentiate between decisions that are likely to be safe, timely and effective, and those that aren't. Informed, data-driven decisions about return to work should be made with analytical models that can be consumed and understood by your analysts and decision-makers as well as the public. Your key stakeholders are the entire population, so transparency is essential. Agencies that share data with their citizens on the most up-to-date COVID-19 case and economic trends, build trust and consensus for decisions made in the public interest. From embedding interactive dashboards on websites or Salesforce Community portals to making data sets available for the public to ask their own questions, transparency drives collaboration and change. Reducing information silos improves results for everyone.
Outreach & Sentiment Analysis
Timely, transparent, and trusted communication from government to the public is critical in meeting the needs of residents anxious about returning to work. Effective communications and media engagement strategies will be required to ensure that key messages are conveyed to the public, whether it relates to the availability of testing resources, or changes to the rules related to eligibility to return to work. Proactively and consistently driving awareness via multiple digital communication channels is a key part of the immediate action that agencies can take to inform the public.
Employee Wellness
Agencies and companies are ensuring employees are healthy and taken care of, while reducing workplace anxiety by mitigating workforce and business impact during times of crisis. By quickly deploying a crisis-centric employee portal using Salesforce Community Cloud, they can create a central hub for their employees to access the most up to date information on policies, building status and revised operational hours.
Additionally, employees can leverage the portal to update their availability, update their status, and submit online requests for assistance. With Salesforce, you can deploy a centralized ‘Command Center’ to help support known impacted employees. The Command Center can also provide executive leadership with a view of the readiness status of locations and operations (e.g. closure of, or damage to, an office). Automating service requests and tasks with Salesforce workflows ensure timely and efficient follow-up with employees responding to concerns and questions.
Shift Management
As guidance emerges at the state/province and local levels allowing business to re-open, companies may need to alter the way employees show up to facility locations. For example, companies may need to stagger which employees are in an office/facility location to an every-other business day to reduce the number of employees in a given space to reduce risk. Providing a plan will help maintain operational efficiency and provide peace of mind to employees so they understand when they can attend an office/facility location.
Salesforce can help visualize and manage shifts by allowing teams to:
- Understand what shifts are covered and which are available for employees
- Categorize shifts into types of work to make sure the right employees will be in attendance
- Add and manage shifts to provide a comprehensive view at a given facility or project.
- Create flexible work shifts for periods that don’t require a rigid structure
