Triggerfish Recognised For Work On COVID-19 Screening App

Brisbane-based CX and MarTech agency Triggerfish, part of the Rightscale Group of technology and marketing consultancies, has been recognised globally for their development of Uniting Care Queensland’s (UCQ) Covid-19 screening app, which they created in just 72 hours.

The accolade, from leading digital experience software organisation Sitecore, saw Triggerfish beat out 140 other best-in-class organisations across the globe to take out the top gong for Leading the way for the ‘Phygital’ Future.

The category celebrates digital transformation and how leading organisations improve CX by blending digital applications where they relate to the physical world within the customer journey.

How Triggerfish built UCQ’s Covid Screening App in just 72 hours Uniting Care Queensland is one of the largest healthcare providers and charities in Australia, and one of Queensland’s largest employers.

When the pandemic hit, they needed to act swiftly and utilise technology to adhere to government contract tracing protocols and ensure the safety and protection of their 17,400 strong workforce, 9,000 volunteers, 430,000 customers, and the wider community.

At a time of increased anxiety and with Covid cases rising, this meant digitising their existing manual contract tracing processes in operated facilities that were serving upwards of 2,000 check-ins per hour across the entire state of Queensland. To work effectively and ultimately help save lives, the highly complex process and digital solution needed to deliver on scale, agility, security and privacy:

Scale: Screen people are 120 locations, process thousands of check-ins per hour, allow or deny access based on responses, support a variety of devices or customers with no devices, all while ensuring a fast customer experience.
Agility: Roll out QR codes at all 120 locations, have consistent questioning for screening, adapted questions for regional locations, support eight unique brands and colours, all while providing onsite support during initial rollout plus business reporting.
Security and Privacy: All data needed to be stored in Australia, encrypted in transit and at rest, provide secure access when needed. They also needed to have complete trust in delivery partners.

To meet the strict security, data and privacy mandates, UnitingCare leveraged the scale and investment in their existing Sitecore environment – a proven platform for delivering digital experiences – giving them the ability to deliver quickly and to serve them better in the future.

This, combined with a range of other carefully selected platforms ‘under the hood’ enabled the Triggerfish team to deliver the technology within just 72 hours – helping to ensure the safety of UCQ customers, employees, volunteers, visitors and the wider community.

Why it worked Dan Shaw, group marketing manager for UnitingCare, said the reason the project could be delivered in just three days is because they had the right tech foundations in place, and had consistently invested in the right software capabilities and had the right partners to execute.

“Having the right tech in place laid the foundations for success, but our strong, working relationship with the team at Triggerfish was equally as crucial. They were able to provide a clear path to delivery, help us prioritise activities, and effectively manage our MarTech stack to deliver this project in a record amount of time – and I congratulate them on this well-deserved, global recognition.”

Known for delivering client outcomes with speed and certainty, Triggerfish director Anthony Hook (pictured) agrees that having the right technical foundations is what enabled them to deliver with speed and at scale.

“We’re honoured to be acknowledged globally for this work, however knowing that we helped the UCQ team ensure public safety in a high-risk healthcare environment during the height of the pandemic is reward enough,” he added.

Since then, Triggerfish has helped rebuild UnitingCareQld.com.au and BlueCare.org.au, consolidate 70 owned retirement living domains onto one through the build of four new retirement living sites, completed a real estate CRM integration, and planned the transformation of Lifeline’s digital presence.

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