Applying Data Visualiza0on to Analyze Ebola Call Center Trends

Transcription

1 eh ea lth A F R I C A Applying Data Visualiza0on to Analyze Ebola Call Center Trends Sara Brown, MPH, CBIP Associate Crow Insight

2 Overview ehealth Africa & its role in figh=ng the Ebola Epidemic ehealth Africa s data collec=on How ehealth Africa is using data to improve response to the Ebola Epidemic How Crow Insight & ehealth Africa have partnered to improve technology use & repor=ng

3 eh ea lth A F R I C A Develops ehealth and mhealth Works closely with health NGOs to provide them with technology solu=ons to enhance ongoing health programs

4 Ebola Epidemic Total suspected, probable and confirmed cases of Ebola virus in Guinea, Sierra Leone & Liberia as reported by the WHO Situa0on Report Began in December 2013 in Guinea and has become the largest in history More than 11,000 deaths Sierra Leone Liberia Guinea hpp:// west- africa/cumula=ve- cases- graphs.html

5 ehealth Africa s Role with the Ebola Crisis Operates the 115 Ebola Help Line in Guinea Coordinates 117 Na=onal Ebola Response Call Center and 8 District Ebola Response Alert Centers in Sierra Leone

6 ehealth Africa s Role with the Ebola Crisis Handles up to 20,000 calls per day from Guinea and Sierra Leone

7 ehealth Africa s Role with the Ebola Crisis Dispatches and communicates with response teams to respond to poten=al cases or assist with burials

8 How does eha accomplish this? Call Center staffed with more than 100 operators Geography of caller to the sub- prefecture level Reason for call Detailed comments from call Who is answering call, beginning and end =me of call Geography of poten=al case Symptoms experienced by poten=al case Outcome of call alert Ac=on taken by Field Response

9 Data Environment of eha ehealth Africa Pla]orm MS SQL Server Tableau Tableau Server

10 Why This Technology? eha had previous experience with Tableau Geographic analysis was important Data blending Teams are connec=ng directly to data source and joining tables Leverage ability to export and communicate informa=on with outside stakeholders

11 How the Call Center Data Has Been Used to Inform Decision Making Monitor the effec=veness of the Social Mobiliza=on Campaigns in Sierra Leone Opened addi=onal district alert centers in Kono and Kambia In Guinea, Call Center data provides the main feedback mechanism for response efficiency and the popula=on s percep=ons of the epidemic and the Ebola response

12 Call Center Data Challenges This type of service is new in both SL and Guinea Call center receives many prank calls

13 Call Center Data Challenges Staff relay informa=on to response teams Response teams are not part of eha Obtaining outcome or follow up informa=on from response teams is limited (beper in Sierra Leone where eha supports district response teams) Some partners unaccustomed to open data sharing

14 Call Center Data Challenges Self- reported data Calls on death, sick and suspect cases do not mean those calls reflect Ebola mortality/morbidity A single case can generate mul=ple calls Calls are not possible where there is no mobile phone signal

15 Where are alerts Goal of eha & Crow Insight Partnership occurring? Train staff to leverage Tableau Desktop & Tableau Server to communicate data to stakeholders

16 Goal of eha & Crow Insight Partnership Process Measurements Evaluate staffing of call center Assist with communica=ng data to stakeholders

17 Working Toward the Goal Provide video trainings for using sohware Customized with de- iden=fied call center data Timely trainings related to current development needs Weekly web sessions to answer ques=ons, provide addi=onal training topics Sharing dashboards for analysis and technical assistance

18 Challenges Encountered Slower network More difficult to capitalize on benefits of Tableau Server Communica=on with team during web trainings more difficult Timing of mee=ngs & calls with team availability Protec=on of data Data is required to be de- iden=fied and therefore limits access

19 Statistiques Appels Daily Stats for Guinea Call Center

20 Daily Alert Calls in Guinea

21 Health Informa0on Calls in Guinea (one week)

22 What is Up Next for eha & Crow Insight Automated Text Analysis Evaluate the call center details to glean informa=on from comments Correla=on with Epidemiological Data and Outreach Data

23 Visual analysis to unlock your databases Data stories for talks, reports, and the web Info displays for you, members, the public Training: Keynotes and workshops for staff or conference apendees 23