What is Zapp?
Zapp is the number #1 time and attendance solution which offers a complete service for the rostering and booking of agency staff within the healthcare sector in Ireland.
Built with user friendliness in mind, Zapp is not only easy to use but it’s really efficient and gives high levels of visibility to your business. The communication features within the platform are instant and the app operates as a self-booking platform. Saving you not only time but paper!
Zapp is a bespoke and unique time and attendance solution developed as a result of Servisource listening and reacting to our clients’ needs. It offers a complete service for rostering and booking of Servisource healthcare staff within the healthcare sector in Ireland.
Built with user friendliness in mind, Zapp is not only easy to use but it is highly efficient with 93% of shifts being filled within 30 minutes. It gives high levels of visibility to our clients by providing reports run directly from the system.
The aim of this project overall was to devise a more simplified, efficient, and paperless solution to the heavily manual process which previously existed. Servisource wanted to meet our client’s needs by filling shifts efficiently with a compliant workforce, finding time saving methods to reduce company and client resources and improving the communication process. This would allow our team to spend more time focusing on finding healthcare staff for our clients and allowing our clients to focus on what matters most, patient care.
With the client in mind, we needed to devise a more efficient way to fill client staffing requests. The shifts would need to be sent instantly to healthcare staff who were available and not to those who marked themselves as unavailable.
The system should only allow compliant staff to be placed in client facilities and there needed to be a means for our staff to easily update and keep track of their compliance requirements. Thus, ensuring we are meeting our regulatory requirements in line with our ISO 9001.
Time management and resource allocation should be streamlined by direct client, company and staff communications within the app reducing the dependency on calls and emails between staff and clients. These objectives are all contributing to one of our main company core values, Customer First. We never compromise on quality, we deliver services to world class standards, nothing less ever.
Previously our clients would contact our booking team via phone or email to request staff to cover any open shifts they required support filling. We realised at the start of the COVID-19 pandemic that we required a much quicker communication path to try and reduce HSE/private client’s workloads at a time when they were busier than ever before. The process that was historically in place involved a manager in a healthcare facility contacting our booking team and from there our team would try to contact as many Servisource healthcare staff as possible to fill these shifts.
When we first set out on our Zapp journey, we needed to devise a solution that ensured there was a direct and instant communication path between our clients and our healthcare staff. We realised that the fastest most effective way to achieve this would be via a mobile App. To save time contacting our healthcare staff individually we had to ensure that the Zapp app could contact multiple staff concurrently, sending the same shifts to multiple staff increases the probability that shifts will be filled much faster than contacting them individually. It also needed to allow our healthcare staff to inform our booking team of their availability. Previously our booking team needed to call or email large numbers of staff to identify availability to cover shifts, now our healthcare staff update their own availability in a calendar function within the app.
Full training, video demos, documentation and face to face training was delivered to all clients and Servisource’s Client Relationship Managers were tasked with keeping close communication with all clients in their areas to support and answer any queries.
Servisource needed to ensure that we were sending high quality and compliant staff to our healthcare clients. To do this efficiently we needed to create a space within the Zapp app that would allow compliance documents to be uploaded directly and that the app itself would have the functionality to track documents and notify our staff of any upcoming expirations for example in training certifications.
The system notifies all Servisource staff in advance of their documentation expiring giving ample time to ensure compliance. This also reduces the amount of time our team spend emailing back and forth regarding relevant documents needed at the hiring and compliance adherence stages.
For the mobile app to work effectively, we needed to ensure that it would be user friendly. The navigation had to be simple and easy to click on to see upcoming shifts. Our healthcare staff needed to receive instant notifications from the App regarding open shifts and be able to see exact details with an option to accept or reject the shift. Training video calls were created to empower our teams to use the App, system guides and documentations were provided to ensure all were competent in using the app. We received incredible feedback from our clients and Servisource’s healthcare staff stating how easy the app is to use. We received a lot of positive feedback in particular from clients who were not overly tech savvy.
Almost 200 client facilities are live on the system with over 810 healthcare staff currently working with Servisource’s clients and over 1400 candidates now live on Zapp.
August 2021 August 2022
34,021 hours filled 76,831 hours filled
To measure the effectiveness of the system, we needed it to create reports related to the objectives set out. Multiple reports are available containing information on our healthcare staff’s compliance documentation, processed shifts, and unfilled shifts. Reports on unfilled shifts highlight areas where additional recruitment drives are needed, this report allows Servisource’s marketing department to directly target recruitment for these disciplines.