When a patient places a call to an emergency number, a Service Request (SR) is generated and routed to the outbound team through the web application. Care Agents initiate SRs, assign ambulances, drivers, and EMTs, and coordinate pickups using a structured workflow. The system supports onboarding users from both government and private hospitals. A master data management framework enables clearly defined roles, such as SR Master, Shift Master, District Master, and Hospital Master, each with role-based permissions to ensure secure and efficient SR processing.

Once an SR is assigned, drivers receive real-time notifications through the mobile application. Assignments are made based on proximity, ambulance availability, and hospital partnerships. The app supports multiple dispatches for a single SR when required. An integrated dialer allows drivers to communicate directly with callers, while automated SMS and push notifications share ambulance and driver details with patients. This ensures faster coordination, reduced response time, and clear communication throughout the emergency pickup and transport process.

The solution was built using a modular architecture that supports easy integration of third-party or in-house plug-ins. Since state governments follow different operational protocols, the web and mobile apps are highly configurable. Customizations can be applied to dialers, vehicle tracking systems (VTS), UI elements, and verification flows. Both applications can also be configured based on call center capacity and verification levels, with flexibility to select which emergency numbers, 100, 101, or 108, are routed to the care teams.

A centralized logging system provides complete visibility into the SR lifecycle, allowing SR Masters to track execution in real time. Each SR is associated with a unique trace ID, while transaction IDs help diagnose and resolve API-level issues quickly. The reporting module, built using Next.js, supports both client- and server-side rendering to generate real-time performance logs. This enables proactive issue resolution, system monitoring, and data-driven insights into operational efficiency and application performance.

After achieving strong success in government contracts, Ziqitza EMS aimed to expand into the private ambulance services market. The primary challenge was entering this new segment without rebuilding systems from scratch. Instead of developing a separate platform, the existing EMS portal was strategically revamped and enhanced. This approach accelerated market entry while leveraging proven infrastructure. To support private sector operations effectively, the solution introduced three interconnected applications designed to streamline coordination, dispatch efficiency, and overall service delivery.

The customer-facing application was transformed from a basic single-page portal into a comprehensive, modern interface comparable to leading on-demand platforms. When a patient calls the helpline, the system automatically opens an answer call page pre-filled with the caller’s number, enabling faster response. Agents collect critical details such as pickup location, medical condition, and equipment requirements before generating a service request ticket. This triggers coordinated ambulance dispatch, ensuring timely resource allocation and improved emergency response efficiency.

The ambulance request system was expanded to accommodate a broad range of medical transportation scenarios. Beyond traditional emergency ground transport, customers can request services for pet transportation, air ambulance transfers, event medical coverage, and even doctor-at-home consultations. This comprehensive approach ensures the platform supports both urgent and specialized healthcare needs. By extending its services across multiple use cases, the system positions itself as a versatile medical mobility solution rather than a conventional emergency-only service.

The Vendor and Supervisor application is designed to seamlessly integrate third-party service providers into Ziqitza’s network. When service requests are generated, they are distributed to both in-house drivers and registered vendors based on proximity and ambulance availability. This intelligent allocation ensures faster response times and optimal resource utilization. Upon successful service completion and payment collection, vendors remit a predefined commission to Ziqitza, creating a structured and mutually beneficial operational ecosystem.

The Crew Members application supports the internal operational framework for drivers within the Ziqitza system. Built on a structure similar to the government contract solution, the application ensures efficient communication, task updates, and service coordination. Drivers receive request details, navigate to patient locations, and update trip statuses in real time. This streamlined workflow enhances dispatch accuracy, improves accountability, and ensures a coordinated response to service requests across both government and private operations.