Enabling Process Automation for Service Delivery Excellence and Growth in the Sri Lankan Healthcare Industry

Abstract

Process automation concentrates on automating structured processes of an organization in order to achieve excellent service delivery by enabling the employees to pay more attention to semi structured or unstructured processes. Achieving service delivery excellence adds value to an organization, increases the customer retention and provides opportunity for strategic growth. The growth of the Sri Lankan healthcare sector is a necessity at this stage due to an increasingly ageing community and a significant increase in non-communicable diseases. Despite many regulations that govern the sector, it continues to be inundated with many problems in relation to delivery of healthcare services. This paper examines service delivery issues in the healthcare institutions in the Western province and suggests mechanisms for automating standard processes in order to achieve strategic growth.