Abtran and the HSE: Rapid Response and Scalable Support in Times of National Need
Delivering Agile, High-Impact Services to Support Ireland’s Healthcare System
Since 2020, Abtran has worked with the HSE to support national healthcare operations, including emergency pandemic response, contact tracing, vaccine rollout, and ongoing healthcare service delivery.
92%
Average quality score
30k
invoices processed per month
70
Agents mobilised in 2 weeks
Services Provided
- Contact Centre Operations (HSE Live)
- Contact Tracing Support
- Vaccine Rollout Assistance
- Workforce Planning and Quality Management
- Training Development and Documentation
- Outbound Campaigns
- Mental Health (CAMHS) Support Services
- Back-Office Invoice Validation
The Health Service Executive (HSE) provides public health and social care services across Ireland, supporting people throughout all stages of life. From community care and hospital services to mental health, vaccines, and social supports, the HSE plays a critical role in national wellbeing.
Abtran has supported the HSE since 2020, beginning with our role in the national Covid-19 response. Our ability to rapidly scale and mobilise complex service operations was instrumental in helping the HSE meet extraordinary public demand at a critical time.
Key achievements include:
- Mobilising 70 contact tracing agents within two weeks at our Cork site to 2 weeks to deal with a surge in demand for contact tracing
- Deploying a national management support framework across nine contact tracing centres, including:
-
- A workforce planning application covering up to 900 agents
- A standardised quality framework across all centres
- Design and delivery of comprehensive training manuals
- Complete documentation of processes and quality systems
In March 2021, Abtran launched the HSE Live service delivery with 150 advisors, supported by a dedicated quality, training, and management team. Initially focused on the national vaccine rollout, the scope of our engagement has since expanded.
Following a successful re-tender in 2023, Abtran’s HSE Live remit now includes:
- Outbound campaigns tailored to public health initiatives
- Support for Child and Adolescent Mental Health Services (CAMHS)
- Back-office invoice validation for efficient financial processing
Our agile service model and deep operational expertise ensure we can support the HSE during emergencies and deliver ongoing, high-quality healthcare access to citizens across Ireland.
