The Role of the Service Desk for eHealth Solutions in the Digital Transformation of Slovenian Healthcare

Abstract

The Service Desk carries out three basic tasks: general support for all users of the eHealth system, support in connecting to the secure healthcare network (zNET), and making electronic appointments for medical services. This article analyses the operation of the Service Desk through time dynamics, the content of requests dealt with and services provided during the COVID-19 pandemic. The article is based on the case study research methodology. The data showed accelerated growth in the use of the Service Desk, with a more than seven-fold increase recorded in 2021 relative to 2020. The biggest proportion of the Service Desk requests in 2021 related to the zVEM Patient Portal and zNET. The Service Desk is one of the most important mechanisms for the successful development and use of the eHealth system in Slovenia, and the pandemic only made this even more evident and distinct.