Modernizing Ziqitza - the largest Emergency Medical Services platform in Asia

Success Story

About the Client

Ziqitza Healthcare Ltd. (ZHL) stands as one of India’s foremost providers of structured and professional ambulance services. With a fleet of 3,389 ambulances operating across 18 states, ZHL has delivered emergency care to over 3 million patients nationwide. In collaboration with state governments and the National Health Mission (NHM), ZHL manages the 108 emergency ambulance helpline and the 104 health helpline for medical queries. Their comprehensive offerings span ambulances, medical helplines, mobile medical units, and corporate healthcare solutions including on-site doctors, medical rooms, and dedicated ambulance services.

Country:

India

Industry:

Healthcare

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Business Situation

With the growing demand for emergency services, ZHL’s legacy EMS portal began to show signs of strain. The system lacked the scalability and agility needed to handle the increasing volume of service requests efficiently.

Ambulance bookings were only partially digitized, and manual, paper-based documentation slowed down operations. Service Requests (SRs) were processed manually, and activity logs were maintained in spreadsheets, resulting in broken workflows and limited real-time visibility. Outdated third-party integrations further restricted the portal’s ability to evolve into a modern, responsive platform.

ZHL envisioned a fully digitized EMS portal that could streamline service request management and deliver faster, more coordinated emergency care. Their goal was to modernize the entire service lifecycle from booking to execution while ensuring real-time tracking, improved UI responsiveness, and seamless integration across web and mobile platforms.

To bring this vision to life, ZHL partnered with Unthinkable Solutions for its expertise in building scalable, tech-driven healthcare platforms. Unthinkable’s proven track record in modernizing legacy systems and delivering agile, user-centric solutions made them the ideal choice for this transformation.

Unthinkable’s team began by identifying key technical gaps and aligning on a roadmap to overhaul the EMS portal.

Following key technical requirements were identified:

Developing a robust workflow to manage the complete execution cycle of each SR received via end-user calls on the web app
Decoupling the mobile app’s dialer, UI, and other components to allow greater customization and flexibility
Minimizing system downtime during updates and changes to ensure uninterrupted service
Implementing a centralized logging system for real-time tracking of SRs throughout their lifecycle
Enhancing UI responsiveness and load times, and introduce improved access rights management for better control and security

The Solution

To address the limitations of Ziqitza ’s legacy EMS system, Unthinkable Solutions conducted a thorough reverse-engineering process and identified critical gaps in scalability, automation, and user management.

The team delivered a two-part solution:

A web application built on React, designed to manage outbound teams responsible for handling emergency calls, assigning resources, and managing access rights.
A mobile application developed using React Native, tailored for drivers, EMTs, supervisors, and auditors to streamline field operations

Emergency medical services app for Ziqitza

Service request cycle management

When a patient calls an emergency helpline, a Service Request (SR) is generated and routed to the outbound team via the web app. Ambulances, drivers, and EMTs are assigned based on availability and proximity. The system also facilitates onboarding of personnel from government and private hospitals to support SR processing.

Role-based access control

The platform incorporates a master data management system to define and manage user roles. These include Care Agents, who initiate SRs, and structured modules such as Roles Master, Shift Master, District Master, Client Master, and Hospital Master, each with specific access rights to ensure secure and efficient operations.

Operations support desk (OSD)

A dedicated OSD module enables centralized management of ambulance fleets and driver-related operations. It handles tasks such as fuel tracking, issue resolution, and ticketing for driver concerns, contributing to smoother logistics and resource coordination.

Driver mobile application

To streamline field operations, Unthinkable developed a dedicated mobile app for drivers, EMTs, supervisors, and auditors. Once a Service Request (SR) is created and processed through the web platform, the assigned driver receives an instant notification on their mobile device. Assignments are intelligently determined based on the driver’s proximity to the patient and the availability of ambulances at Ziqitza ’s partner hospitals.

In urgent or complex cases, the system supports multiple dispatches under a single SR to ensure timely response. The app includes an integrated dialer, allowing drivers to directly contact the patient for coordination. Simultaneously, patients receive automated updates via push notifications and SMS, providing details of the assigned ambulance and driver, ensuring transparency and faster service delivery.

EMS customizable by design

To meet the diverse operational needs of different states and regions, Unthinkable engineered the EMS platform with a fully decoupled architecture making it highly adaptable and integration-ready. This modular design allows seamless integration of both third-party and proprietary plug-ins, ensuring the system can evolve with changing requirements.

Each state had unique protocols for emergency response, so the platform supports customization across key components:

Dialer Configuration: States could choose their preferred dialer setup based on call flow and agent interaction models.
Vehicle Tracking System (VTS): Integration options were provided to accommodate various tracking technologies used by different ambulance fleets.
User Interface (UI): The UI could be tailored to match regional workflows, language preferences, and accessibility standards.

Additionally, both the web and mobile applications were designed to scale with call center capacity and verification protocols allowing states to define how incoming calls are authenticated and processed. The system also supports selective routing of emergency numbers, enabling Care Teams to manage calls from 100 (police), 101 (fire), and 108 (ambulance) based on priorities.

Real-time request tracking and reporting

Ziquitza wanted complete visibility into every Service Request (SR), so Unthinkable implemented a centralized logging system that empowers the SR Master role to monitor full workflow from initiation to resolution. Each SR is tagged with a unique trace ID for lifecycle tracking and a transaction ID to quickly identify and resolve any API-related issues as they arise.

The reporting module, built on the versatile Next.js framework, supports both client- and server-side logging. This enables dynamic report generation and continuous performance monitoring, keeping the EMS platform responsive, reliable, and audit-ready.

Govt. to PPP partnerships

As Ziqitza EMS scaled with government partnerships, the next strategic step was clear: entering into the private ambulance services market. But doing so without rebuilding their system from the ground up. Unthinkable Solutions being their trusted technology partner proposed a smarter route: enhance existing EMS portal rather than start from scratch.

By building on the proven government-focused infrastructure, the team introduced new features tailored to the unique demands of private healthcare logistics. To deliver a seamless experience expected from modern on-demand platforms, three specialized applications were developed:

Customer Application: It supports scheduled bookings and diverse service requests on ground.
Vendor/Supervisor Application: Service requests are intelligently routed based on location and availability, with vendors contributing a commission for each fulfilled request.
Crew Members (Driver) Application: Designed to mirror the government model, this app streamlines internal driver operations and ensures coordinated dispatch and response.

Customer application

To meet the rising expectations of modern healthcare users, Unthinkable transformed Ziqitza ’s basic customer-facing portal into a dynamic, feature-rich web application.

When a patient calls the ambulance helpline, the system instantly triggers a pre-filled answer screen for the agent, streamlining the intake process. Agents then engage with callers to gather essential details: pickup and drop locations, patient identity, urgency level, and any critical medical needs such as oxygen support or ventilator access.

Once the information is accessed, a Service Request (SR) ticket is generated, activating the dispatch of ambulances, drivers, and Emergency Medical Technicians (EMTs) to the patient’s location. This tightly integrated workflow ensures rapid response and resource coordination, especially in high-stakes emergencies.

The upgraded interface not only improves communication between agents and patients but also accelerates decision-making making the EMS experience faster, smarter, and more reliable.

Vendor and supervisor application

This platform enables external partners to integrate directly into Ziqitza ’s EMS ecosystem, allowing service requests to be routed not just to internal drivers but also to registered vendors.

Driver assignments are intelligently managed based on real-time factors patient and ambulance availability. Once a vendor fulfills a request and receives payment from the patient, a nominal commission is remitted to Ziqitza for coordinating and facilitating the service ensuring accountability and operational transparency across the network.

Crew members application

The crew members app serves as the command center for drivers and EMTs. Here, drivers receive real-time updates, task assignments, and communication tools, all within a single interface. Ensuring every Service Request is handled swiftly and efficiently.

The Impact

With Unthinkable as its technology partner, Ziqitza has been able to deliver emergency medical services to over 32 lakh people across India including more than 12 lakh pregnant women who safely reached hospitals for childbirth. Every day, hundreds of ambulances are dispatched through their system, supporting both urgent and scheduled medical needs.

Today, Ziqitza operates in 18 states with a fleet of over 3,389 ambulances, serving both government hospitals and private organizations. Thanks to the modernized EMS platform, response times have improved dramatically, manual errors have been minimized, and real-time tracking has become a core feature.

The solution has transformed Ziqitza from a traditional emergency service provider to a technology-driven healthcare platform capable of handling massive volumes of emergency requests while maintaining high service quality and response efficiency.

67,000

emergency calls received daily

3,500+

ambulances integrated

2 million+

tele-health consultations delivered

Modernizing Ziqitza - the largest Emergency Medical Services platform in Asia

About the Client

Country:

Industry:

Business Situation

The Solution

Service request cycle management

Role-based access control

Operations support desk (OSD)

Driver mobile application

EMS customizable by design

Real-time request tracking and reporting

Govt. to PPP partnerships

Customer application

Vendor and supervisor application

Crew members application

The Impact

67,000

3,500+

2 million+

Awards & Accolades

Delaware, USA

London, UK

Dubai, UAE

Gurugram, India

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