Digital tracking OF CORONA RISK CASES

Follow up of the infection event

European health authorities report new infections every day. For days now, the numbers have been above those of the previous week.

Tracking the occurrence of infections is important for pandemic control.
Digital contact tracking using IT service management software (ITSM/SM) can be an important measure in this regard, as it eliminates paper management, faxes, Excel lists, and other delays in the daily work of citizens and health offices.

Since IT service management combines a wide range of service functions, its use offers enormous potential in the continuous tracking of contacts of infected persons.

With the helpdesk and issue tracking function, the automated assignment of contacts ensures seamless tracking, which in turn leads to real-time monitoring and thus a very fast response capability. With the creation of reports, every step is also traceable in retrospect.


A multi-channel approach, work and watch lists,
automatic assignment, data security, and much more.

The multi-channel approach (self-service web portal, homepage form, e-mail or telephone) enables the flexible use of the HEINZELMANN Service.Desk enormously. If desired, every traveler or infected person can contact the authority or office via a web platform and, if necessary, register. Telephone chains can thus be broken and valuable time freed up.

Tracking tickets through work and watch lists makes clerks’ jobs easier. The classification of problems, the automatic assignment, and forwarding of tasks to groups, roles, and persons while ensuring data security can optimally support the responsible authorities with their individual requirements.

All data enters the tool, is recorded in the system and can be processed in a structured manner. Standardized processing steps can also be further automated by creating workflows if desired.

Platform independent web application

HEINZELMANN Service.Desk is a platform-independent web application from FCS Fair Computer Systems GmbH. The software is developed in Nuremberg and is already successfully used in German, Austrian and Swiss authorities as a full-service management solution and issue tracking software.

In action

Two German municipalities are already relying on HEINZELMANN Service.Desk in the fight against the pandemic and have contributed to the specific further development of the software in order to get through the crisis together.

FCS – The partner at your side

Our goal is to provide you with answers to the central questions of what difficulties municipalities face on the way to Administration 4.0 and how a service desk can support them in mastering these with confidence and, at the same time, take a decisive step in their digitization strategy.

Do you need further information, have questions
or would like to test the HEINZELMANN Service.Desk free of charge and without obligation?

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