Escalation Management Framework — Kenya Digital Health Agency
Contributed to the escalation framework and tool used in Kenya's nationwide SHA/Tiberbu rollout
The Challenge
Kenya's nationwide rollout of the Social Health Authority (SHA) system on the Tiberbu platform meant issues would surface from facilities across the country at the same time. Without a clear way to capture, route and resolve them, problems stall adoption at exactly the moment a national system needs trust.
The Approach
On a national-scale secondment to the Kenya Digital Health Agency (Ministry of Health), I contributed to the development and management of an escalation management framework and the tool that supports it: how issues are logged, categorised, routed to the right team, and followed through to resolution during the nationwide SHA/Tiberbu rollout.
The Result
The framework and tool were used in the nationwide SHA/Tiberbu rollout, giving the rollout a structured path from a reported issue to an accountable owner and a resolution.
Deliverables
- Escalation management framework
- Escalation tracking tool
- Issue categorisation and routing to accountable teams
Tools Used
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