The Relationship Between the Covid-19 Pandemic and the Health Informatics Help Desk Workload

Öz

In order to embody how the existing information systems were affected by the COVID-19 pandemic and to evaluate the workload it brought; two groups were discussed in terms of the definition of e-Government service. In the first group, the Central Doctor Appointment System (CDAS) and e-Nabız Personal Health Record System in the category of Government to Citizen (G2C) are selected. In the second group, Electronic Mail System (e-Mail) and Electronic Document Management System (EDMS), which are in the Government to Government (G2G) category, are selected. The data are evaluated over a total of 48 months, including the pre-pandemic (1 March 2018 – 28 February 2020) and the pandemic period (1 April 2020 - 31 March 2022). The monthly variation in the number of end users and the variation in the number of applications submitted to the current Help Desk System (HDS) with regard to this change, and the interaction of these changes with the rate of positive COVID-19 PCR test results are analyzed. There was no statistically significant difference between the pre-pandemic period and the pandemic period in terms of the median number of requests about e-Nabız, CDAS, and EDMS to HDS (p>0.05), a significant difference was found for e-Mail (p>0,05), the number of requests received during the pandemic period is significantly higher. While there is no statistically significant relationship between the number of requests for e-Nabız, e-Mail, and EDMS submitted to HDS and the rate of COVID-19 PCR positive test results and the number of new users in the period (p>0.05), there is a positive significant relationship between the total number of users. Mann Whitney U Test was used in this analysis. While there is no statistically significant relationship between the number of CDAS requests and the COVID-19 test result positivity rate (p>0.05), a statistically significant relationship is found between the number of new users during the period and the total number of users at the end of the period. Spearman Correlation Test was used in this analysis.

Anahtar Kelimeler

• COVİD-19
• Information System
• Help Desk

Covid-19 Pandemisi ile Sağlık Bilişimi Yardım Masası İş Yükü Arasındaki İlişki

Öz

Covid-19 pandemisinde mevcut bilgi sistemlerinin ne kadar etkilendiğini somutlaştırabilmek ve getirdiği iş yükünü değerlendirebilmek için e-Devlet hizmeti tanımına göre iki grup ele alınmıştır. Birinci grupta Devletten Vatandaşa (G2C) kategorisindeki Merkezi Hekim Randevu Sistemi (MHRS) ve e-Nabız Kişisel Sağlık Kaydı Sistemi (e-Nabız) seçilmiştir. İkinci grupta Devletten Devlete (G2G) kategorisinde bulunan Elektronik Posta Sistemi (e-Posta) ve Elektronik Belge Yönetim Sistemi (EBYS) seçilmiştir. Veriler, pandemi öncesi (1 Mart 2018 – 28 Şubat 2020) ve pandemi dönemi (1 Nisan 2020- 31 Mart 2022) olmak üzere toplam 48 aylık dönem üzerinden değerlendirilmiştir. Son kullanıcı sayılarındaki her bir aylık dönem sonu son kullanıcı sayılarındaki değişim, bu değişime bağlı olarak mevcut Yardım Masası Sistemi (YMS)’ye ulaşan başvuru sayılarındaki değişim, bu değişimlerin Covid-19 PCR test sayılarına göre test sonuçlarındaki pozitiflik oranı ile etkileşimi analiz edilmiştir. YMS’ye e-Nabız, MHRS ve EBYS hakkında gelen talep sayıları medyanı bakımından pandemi dönemi öncesi ile pandemi dönemi arasında istatistiksel olarak anlamlı bir fark bulunmamış (p>0,05), e-posta için anlamlı bir farklılık bulunmuştur (p>0,05), pandemi döneminde gelen talep sayısı anlamlı derecede daha yüksektir. YMS’ye gelen e-Nabız, e-Posta ve EBYS hakkındaki talep sayıları ile Covid-19 test sonucu pozitiflik oranı ve dönem içerisinde gelen yeni kullanıcı sayısı arasında istatistiksel olarak anlamlı bir ilişki bulunmamakta iken (p>0,05), toplam kullanıcı sayısı arasında pozitif yönde anlamlı bir ilişki bulunmaktadır. Bu analizde Mann Whitney U testi kullanılmıştır. MHRS talep sayısı ile Covid-19 test sonucu pozitiflik oranı arasında istatistiksel olarak anlamlı bir ilişki bulunmamakta (p>0,05) iken, dönem içerisinde gelen yeni kullanıcı sayısı ve dönem sonu toplam kullanıcı sayıları arasında istatistiksel olarak anlamlı bir ilişki bulunmuştur. Bu analizde Spearman korelasyon testi kullanılmıştır.

Anahtar Kelimeler

• Covid-19
• Bilgi Sistemi
• Yardım Masası

Teşekkür

Her bakımdan zor olan akademik yayımcılık çalışmalarına gönüllülük esaslı katıldığınız, ilgi ve önerileriniz için şimdiden teşekkür ederim

Kaynakça

1. management. Journal of King Saud University - Computer and Information Sciences, 33(6), 702-718. https://doi.org/10.1016/j.jksuci.2019.04.001
2. Allam, M., Cai, S., Ganesh, S., Venkatesan, M., Doodhwala, S., Song, Z., Coskun, A. F. (2020). COVID-19 Diagnostics, Tools, and Prevention. Diagnostics, 10(6).
3. Conger, S. (2020). The Impact of the COVID-19 Pandemic on Information Systems Management. Information Systems Management, 37(4), 327-331. https://doi.org/10.1080/10580530.2020.1820636
4. Delanoeije, J., Verbruggen, M., & Germeys, L. (2019). Boundary role transitions: A day-to-day approach to explain the effects of home-based telework on work-to-home conflict and home-to-work conflict. Human Relations, 72(12), 1843-1868. https://doi.org/10.1177/0018726718823071
5. Dey, B. L., Al-Karaghouli, W., & Muhammad, S. S. (2020). Adoption, Adaptation, Use and Impact of Information Systems during Pandemic Time and Beyond: Research and Managerial Implications. Information Systems Management, 37(4), 298-302. https://doi.org/10.1080/10580530.2020.1820632
6. Dwivedi, Y. K., Hughes, D. L., Coombs, C., Constantiou, I., Duan, Y., Edwards, J. S., . . . Upadhyay, N. (2020). Impact of COVID-19 pandemic on information management research and practice: Transforming education, work and life. International Journal of
7. InformationManagement, 55, 102211. https://doi.org/10.1016/j.ijinfomgt.2020.102211
8. Fadinger, H., & Schymik, J. (2020). The costs and benefits of home office during the covid-19 pandemic: Evidence from infections and an input-output model for Germany. Covid Economics, 9(24), 107-134.

9. Fraser, H. S. F., & Blaya, J. (2010, 2010). Implementing medical information systems in developing countries, what works and what doesn’t.
10. Gerding, T., Syck, M., Daniel, D., Naylor, J., Kotowski, S. E., Gillespie, G. L., . . . Davis, K. G. (2021). An assessment of ergonomic issues in the home offices of university employees sent home due to the COVID-19 pandemic. Work, 68, 981-992. https://doi.org/10.3233/WOR-205294
11. Kikuchi, S., Kitao, S., & Mikoshiba, M. (2021). Who suffers from the COVID-19 shocks? Labor market heterogeneity and welfare consequences in Japan. Journal of the Japanese
12. and International Economies, 59, 101117. https://doi.org/10.1016/j.jjie.2020.101117
13. Kıraç, S., & Bayrakçı, E. (2020). e-Devlet Uygulamaları Bağlamında Türkiye'de e-
14. Belediyecilik Anlayışı [Research Articles]. 1. https://dergipark.org.tr/en/pub/bauniibfd/issue/62217/931592
15. Kreiner, G. E., Hollensbe, E. C., & Sheep, M. L. (2009). Balancing Borders and Bridges: Negotiating the Work-Home Interface via Boundary Work Tactics. Academy of Management Journal, 52(4), 704-730. https://doi.org/10.5465/amj.2009.43669916
16. Nabity-Grover, T., Cheung, C. M. K., & Thatcher, J. B. (2020). Inside out and outside in: How the COVID-19 pandemic affects self-disclosure on social media. International Journal of Information Management, 55, 102188. https://doi.org/10.1016/j.ijinfomgt.2020.102188
17. Onay, Z. (1998). Sağlık Sektöründe Bilgi Sistemleri [Articles]. 13. https://dergipark.org.tr/en/pub/deuiibfd/issue/22775/243105
18. O’Leary, D. E. (2020). Evolving Information Systems and Technology Research Issues for COVID-19 and Other Pandemics. Journal of Organizational Computing and Electronic Commerce, 30(1), 1-8. https://doi.org/10.1080/10919392.2020.1755790
19. Pan, S. L., & Zhang, S. (2020). From fighting COVID-19 pandemic to tackling sustainable development goals: An opportunity for responsible information systems research. International Journal of Information Management, 55, 102196. https://doi.org/10.1016/j.ijinfomgt.2020.102196
20. Pan, X.-B. (2020). Application of personal-oriented digital technology in preventing transmission of COVID-19, China. Irish Journal of Medical Science (1971 -), 189(4), 1145-1146. https://doi.org/10.1007/s11845-020-02215-5
21. Prasetio, R. T., Ramdhani, Y., & Alamsyah, D. P. (2021, 25-26 Oct. 2021). Scrum Method in Help-desk Ticketing and Project Management System. 2021 3rd International Conference on Cybernetics and Intelligent Systems (ICORIS),
22. Pujawan, I. N., & Bah, A. U. (2022). Supply chains under COVID-19 disruptions: literature review and research agenda. Supply Chain Forum: An International Journal, 23(1), 81-95. https://doi.org/10.1080/16258312.2021.1932568
23. Sarker, S., & Sahay, S. (2004). Implications of space and time for distributed work: an interpretive study of US–Norwegian systems development teams. European Journal of Information Systems, 13(1), 3-20. https://doi.org/10.1057/palgrave.ejis.3000485
24. Serbest, S., Goksen, Y., Dogan, O., & Tokdemir, A. (2015). Design and Implementation of Help Desk System on the Effective Focus of Information System. Procedia Economics and Finance, 33, 461-467. https://doi.org/10.1016/S2212-5671(15)01729-3
25. Vaishya, R., Javaid, M., Khan, I. H., & Haleem, A. (2020). Artificial Intelligence (AI) applications for the COVID-19 pandemic. Diabetes & Metabolic Syndrome: Clinical Research&Reviews,14(4),337-339. https://doi.org/https://doi.org/10.1016/j.dsx.2020.04.012
26. Venkatesh, V. (2020). Impacts of COVID-19: A research agenda to support people in their fight.International Journal of Information Management, 55, 102197. https://doi.org/10.1016/j.ijinfomgt.2020.102197
27. Wicaksono, F., & Baswara, O. S. (2020). Design and Implementation of Web-Based Helpdesk Information Systems Using Extreme Programming Methods. ITEJ (Information Technology Engineering Journals), 5(2), 88-96.
28. Wilms, P., Schröder, J., Reer, R., & Scheit, L. (2022). The Impact of “Home Office” Work on Physical Activity and Sedentary Behavior during the COVID-19 Pandemic: A Systematic Review. International Journal of Environmental Research and Public Health, 19(19).
29. Weekly Epidemiological Update on Covid-19. https://www.who.int/publications/m/item/weekly-epidemiological-update-on-Covid-19---22-march-2023, Erişim Tarihi: 26.03.2023.
30. Yixuan, Y., Hao, F., Doo-Soon, P., Sony, P., Hyejung, L., & Makara, M. (2021). Modelling prevention and control strategies for COVID-19 propagation with patient contact networks.
31. Zaza, S., Junglas, I., & Armstrong, D. J. (2021). Who needs the help desk? Tackling one's own technological problem via self IT service. Information and Organization, 31(3), 100367. https://doi.org/10.1016/j.infoandorg.2021.100367