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People-Centric, ICT-Enabled Process Innovations via Community, Public and Private Sector Partnership, and e-Leadership: The Case of the Dompe eHospital in Sri Lanka

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Business Process Management Cases

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Notes

  1. 1.

    See details at the National Dengue Control unit at http://www.dengue.health.gov.lk/ for details about dengue in Sri Lanka (last accessed June 14, 2016).

  2. 2.

    ‘m-Channeling’ is short for ‘mobile-channeling’, which is an Interactive Voice Response method (IVR)-based patient appointment system.

  3. 3.

    ICTA, the Information Communication and Technology Agency, leads and supports IT innovations and implementations in Sri Lanka’s public sector. See https://www.icta.lk/ for details (last accessed June 24, 2016).

  4. 4.

    ‘A ticket’ is a term commonly used in the Sri Lankan health system to refer to the piece of paper that denotes the patient’s number and relevant service for the waiting queue.

  5. 5.

    m-Channeling refers to “mobile channelling service” an option that allows patients to make their appointments using Interactive Voice Response (IVR). IVR is a voice-activated system for easy human-system interaction (For more information, see https://www.techopedia.com/definition/1525/interactive-voice-response-ivr; last accessed Sept 19, 2016).

  6. 6.

    See http://www.hhims.org/ for additional details.

  7. 7.

    See http://www.lunartechnologies.net/ for details about the vendor; last accessed June 28, 2016.

  8. 8.

    University of Moratuwa is the leading technology university in Sri Lanka. See https://www.mrt.ac.lk for details.

  9. 9.

    “Pirith (or paritta) is a collective term designating a set of protective chants or runes sanctioned by the Buddha for the use of both laymen and bhikkhus” (Kariyawasam 1995, p. 22). Pirith-chanting is a popular ceremony among the Buddhists of Sri Lanka.

  10. 10.

    This YouTube video clip demonstrates the changes in the environment that have resulted from the reform efforts: https://www.youtube.com/watch?v=-YqujXDfHHQ; last accessed June 14, 2016.

  11. 11.

    See details of Dompe Hospital receipt of a national productivity award at http://www.ft.lk/article/414253/ICTA-project-Dompe-e-hospital-wins-prestigious-National-Productivity-Award; last accessed June 14, 2016.

  12. 12.

    e-Swabhimani, an initiative of the Information Communication Technology Agency (ICTA) of Sri Lanka, recognizes excellence in digital content creation. See http://www.eswabhimani.lk/ for additional details; last accessed June 14, 2016.

  13. 13.

    See http://drdigible.com/2013/12/02/ehospital-dompe-in-the-international-spotlight/, which positions Dompe Hospital in the spotlight of future government initiatives in Asia; last accessed June 14, 2016.

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Acknowledgements

We acknowledge the help of several friends and counselors in our documentation of the Dompe Hospital case.

– Mr. Chandana Rodrigo, former Secretariat of Health, Western Province; Dr. A. L. A. L. Padmasiri, RDHS, Gampaha; and Dr. Hajitha Piyantha Kumara, Medical Officer and Acting Director of the Hospital, who trusted the initiative’s vision and goal and supported the proposed changes from the beginning.

– Ms. Chitrangani Mubarak, Chairperson, ICTA; Mr. Shriyananda Rathnayaka, Program Manager; and Mr. Wasantha Deshapriya, Secretary, Ministry of Digital Infrastructure and IT/Former Director-Reengineering Program of the ICTA, who provided support for the grant obtained through the ICTA e-society initiative.

– The local industry and individual donors who supported the infrastructure changes, particularly Mr. Dhanajaya Rajapakse of Brandix Sri Lanka, who sponsored the outbound training.

– The Dompe resident community, particularly the welfare group “Ape- Raane,” who supported the initiative by volunteering many hours of their time and for supporting the social marketing campaign,

– Dr. Chandana Gamage of the University of Moratuwa and his IT students, who supported the organization-wide IT training efforts.

– Most important, Dompe Hospital’s staff members at all levels, who operationalized the initiative and made it a success.

Author information

Authors and Affiliations

  1. Queensland University of Technology (QUT), Brisbane, QLD, Australia

    Wasana Bandara & Rehan Syed

  2. Information Communication and Technology Agency (ICTA), Colombo, Sri Lanka

    Bandula Ranathunga

  3. District Hospital Dompe, Medalanda, Sri Lanka

    K. B. Sampath Kulathilaka

Authors
  1. Wasana Bandara
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  2. Rehan Syed
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  3. Bandula Ranathunga
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  4. K. B. Sampath Kulathilaka
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Corresponding author

Correspondence to Wasana Bandara .

Editor information

Editors and Affiliations

  1. Institute for Information Systems, University of Liechtenstein, Vaduz, Liechtenstein

    Jan vom Brocke

  2. Institute for Information Business, Vienna University of Economics & Business, Vienna, Austria

    Jan Mendling

Appendix: Further Details About the Physical Changes Done in Support of the Patient Care Process

Appendix: Further Details About the Physical Changes Done in Support of the Patient Care Process

Fig. 10
figure 10

Signage around the hospital directing patients where to go. The picture on the left acknowledges a local industry sponsor, and the picture on the right acknowledges a local resident donor

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Bandara, W., Syed, R., Ranathunga, B., Sampath Kulathilaka, K.B. (2018). People-Centric, ICT-Enabled Process Innovations via Community, Public and Private Sector Partnership, and e-Leadership: The Case of the Dompe eHospital in Sri Lanka. In: vom Brocke, J., Mendling, J. (eds) Business Process Management Cases. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-58307-5_8

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