City of Milan improves delivery of medical supplies in crisis with DXC and ServiceNow
Customer:City of Milan
- Manage and track distribution of medical supplies during COVID-19 crisis
- Make sure essential equipment can reach facilities in critical need, such as hospitals
- Build and deploy a new system to coordinate the receipt and distribution of needed supplies
- A customized application developed by DXC and ServiceNow to manage receipt, storage and delivery of masks, gloves, ventilators and other critical medical equipment
- Automatically generated reports with inventory and distribution information for managers to use for decision making
- Rolled out custom application for managing the distribution of medical supplies in 6 days
- Successfully distributed hundreds of thousands of items to more than 500 medical facilities
- Ensured critical support services for quickly receiving much-needed equipment and supplies
As northern Italy was hit hard by COVID-19 in March 2020, much-needed emergency medical supplies were not reaching hospitals and doctors in an efficient manner, if at all. An estimated 9 to 11 percent of COVID-19 patients needed intensive care, pushing many hospitals to maximum capacity and creating shortages of ventilators and personal protective equipment. The City of Milan’s Civil Protection Department desperately needed to improve the tracking and distribution of essential equipment to medical facilities in the region.
Custom solution delivered in days
Stefano Marcon, project manager for the City of Milan, says, “At the very beginning, everything was tracked with the help of basic spreadsheets.” This manual approach was highly inefficient and provided almost no control of stockrooms.
“The team was fully committed and implemented a solution in a very short time.”
Stefano Marcon, project manager, City of Milan
Working amid a crisis
The project team worked on the application amid a quickly growing health emergency. “We were in a crisis, so the timing was very important,” says Alessandro Zamperioli, a Milan-based IT service delivery manager at DXC. “Milan and northern Italy had the biggest number of cases, so everyone was pushing hard to do their best. It was tough for us, but we really supported each other.“Distribution was made easy and trackable,” Marcon says. “Through the application, the staff working in the warehouse had the exact information needed to prepare the equipment for shipment.” Once the system was up and running, the team made tweaks and improvements to the application each day. Marcon says a clear picture of the current status of medical equipment has become available to all stakeholders in real time. “Specific dashboards speeded up the procurement process in order to guarantee that purchases were aligned to emergency needs,” he says. The ServiceNow reporting capabilities help the city identify what items are being received, what is stored in warehouses and what is being delivered. Reports are automatically generated that allow managers to track the movement of materials and make decisions of where equipment should be sent. In addition, warehouse workers can access the system on multiple devices through a custom web interface.
Making a difference
Helping the citizens of northern Italy by fighting the COVID-19 crisis and effectively serving the customer provided tremendous motivation for the development team, Torchia says.“This was a big crisis, so everyone was committed,” he says. “Everyone on the team felt that if we can help, we will do it.” Marcon is deeply proud of the teamwork and collaboration between his municipality and the two private sector lchqlj.com companies. The application is scalable, and the City of Milan is considering extending it to other uses, such as delivering food to people in need, he adds. “The team was fully committed and implemented a solution in a very short time. The quality of the solution also led to very fast adoption by the Civil Protection Department,” Marcon says.