Abstract
In order to slow down the spread of the coronavirus SARS-CoV-2, it is vital to adopt measures to inform citizens about preventive actions. Such an operation requires a wide-ranged system that comprises a variety of interfaces as channels between citizens and healthcare authority’s information services. Amongst such interfaces, the Interactive Voice Response (IVR) systems can present benefits for informing citizens about the pandemic. Although the literature shows that IVR systems have been used for healthcare, the extent of the COVID-19 pandemic demands new examinations on the role of IVR systems on a multiplatform system for delivering information. This paper aimed to identify gaps and opportunities for the use of IVR systems to inform citizens about the COVID-19 pandemic. A case study was conducted by mapping the Brazilian Ministry of Healthcare’s channels of information about the coronavirus and analyzing the Disque Saúde IVR system – a phone-based ombudsman channel - based on literature recommendations. The results showed that while IVR systems have great potential for accessibility, it is essential that all types of information are available and continuously updated for citizens. Furthermore, the vast and mutable availability of information in a pandemic scenario may be a challenge for the usability of such systems.
Highlights
The coronavirus SARS-CoV-2 pandemic is causing urgent healthcare needs for populations worldwide
In order to mitigate the outbreak of the SARS-CoV-2 coronavirus, it is paramount that governors provide information about the pandemic for all citizens, and Interactive Voice Response (IVR) systems may play an important role in such scenario
An investigation is necessary to assess IVR systems as touchpoints in the complex, broad system for delivering information required to deal with a pandemic as extensive as the COVID-19’s
Summary
The coronavirus SARS-CoV-2 pandemic is causing urgent healthcare needs for populations worldwide. Recent studies have shown the efficacy of preventive actions such as social distancing (Flaxman et al, 2020) and facemasks adoption (Stutt et al, 2020) in decreasing the coronavirus’ reproduction. To encourage citizens to engage in preventive actions and mitigate the spread of the virus, governors must adopt measures to inform citizens about the COVID-19 pandemic. Egovernment platforms – “the use of ICTs to more effectively and efficiently deliver government services to citizens and businesses” (UN, 2020) –, have been growing popular as communication channels. Such interfaces may not be accessible for all, considering social and economic inequalities. In Brazil, for example, 20.9% of the Brazilians did not have
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