Scientific Technologies Corporation’s (STC) approach to customer service is distinguished by several core principles.
First, STC orients its business in the service of the end-user and ultimate beneficiary: the public. Because STC’s primary concern is preventing disease and protecting the public’s health, STC focuses on creating robust solutions that are based on the epidemiology of diseases and other health threats. Following this approach, and accounting for bio-behavioral aspects of personal healthcare practice, STC designs its products and services in ways that leverage this science. This results in delivering systems to STC’s public health agency clients that effectively track disease, record and report on immunization, advance personal healthcare decision making, and enable timely exchange of health information among providers, public health agencies, and other information systems.
A second distinguishing feature is STC’s willingness to tackle challenges regardless of scale. Whether it is an $18,000 assessment of healthcare providers’ use of a state’s immunization registry or a multi-million dollar contract to deliver highly integrated state or multi-jurisdiction public health informatics systems, STC has always grown its business by seeking to assist clients regardless of their budget or scope. As a firm, STC has grown over twenty-three years from a contract for a single commissioned study for the state of Arizona to supporting disease reporting and immunization tracking for over one third of the population of the U.S.
A third distinguishing feature is STC’s recognition that public health protection extends beyond day-to-day services to include times of public health emergency. Many of our services and interventions have been performed without compensation and have at one time or another resulted in STC’s implementation of a 24/7 emergency response support infrastructure. STC has contributed significant interventions during Hurricane Katrina, the outbreak of SARS, the 2009 H1N1 Influenza pandemic, as well as frequent state-specific disease outbreaks as summarized below.
STC Support in Response to the SARS Outbreak
As SARS emerged as a new and deadly communicable disease, originating in Asia in 2003 and quickly evolving into a global outbreak from Hong Kong to Canada, countries recognized the need for new information systems to report, monitor, and mitigate the impact of disease. STC’s expertise was called upon and was instrumental in securing international consultancy and development efforts in Hong Kong, mainland China, and Canada, specifically to design new public health reporting and management systems to more effectively manage outbreaks and mitigate the impact on health and economies.
STC Support in Response to Hurricane Katrina Disaster
In 2005, STC’s public health expertise was called upon in support of the residents of New Orleans after Hurricane Katrina. Immediately following the Hurricane, STC’s Louisiana immunization registry remained operational while most of the state’s information systems were unavailable. Within twenty-four hours after the evacuation, public health workers in the Houston Astrodome were able to access the immunization records of Louisiana evacuees through electronic links between the Houston immunization system and the Louisiana immunization registry. Over the course of the next two weeks STC worked along with the CDC and the state of Louisiana to link all states to this system allowing providers in each of the 49 other states to access immunization histories of Louisiana residents and their families who sought refuge elsewhere across the country. Please refer to page 19 of this submittal where we have included a reproduction of a letter of thanks and appreciation from the CDC Acting Director to STC for our assistance during the aftermath of Katrina.
Prior to this event the ability to share population health information in public health information systems across state borders had never been accomplished. As a result this represented the first national health information record exchange. The positive impact on families is well chronicled. Displaced residents of Louisiana dealing with the tragedy who left in the wake of the hurricane found some comfort when the state of their new temporary home was able to pull up their children’s vaccination history allowing them to enroll in school. Moreover, a documented cost saving of tens of millions of dollars occurred with this sharing as children were not over-immunized.
STC H1N1 Summit
The outbreak of Novel 2009 H1N1 Influenza in April 2009 became the 21st Century’s first global infectious disease pandemic. Through January 16, 2010 the CDC estimated between 41 million and 84 million U.S. cases occurred, including 183,000 to 378,000 hospitalizations and 8,330 to 17,160 deaths. An unprecedented public health response continued.
To better understand the early response experience of state immunization registry programs – including barriers encountered, best practices, use of technology, and lessons learned – STC convened a two-day H1N1 Summit in Scottsdale, Arizona, in February 2010. Invited participants included twenty-three representatives from seven state immunization programs, the American Immunization Registry Association (AIRA), the Association of State and Territorial Health Officials (ASTHO), the Centers for Disease Control and Prevention’s Immunization Support Branch, and the Public Health Data Standards Consortium (PHDSC). During the Summit, participants discussed their experiences, perspectives, and advice concerning Novel 2009 H1N1-related preparations and response.
STC’s Holistic Approach to Customer Service
STC considers its customer service responsibilities a critical feature of maintaining its market-leading services. STC staff from all levels of the firm – from executive management to public health specialists to programmers and business managers – travel to client sites to meet and work one-one-one with client staff. STC is not content to have just its project managers act as the sole client-facing element. This holistic approach ensures that clients receive exposure to and attention from all levels of the company, creating deeper understandings, better information exchange, and deeper and more productive business relationships.