Systems Thinking for Service Delivery Design

PillDrone’s design thinking and model in partnership with primary health service providers in the UAE has the capacity and potential to become a major drug distribution giant within a short period. The whole operation is centralized to one team in one office (Sojung, 2015). This is a considerable advantage, especially in the UAE context with thin margins because the investments are centralized, allowing sustainability without changing its structure. This design model is also small, allowing flexibility and easy adaptation to the rapidly evolving industry. Technology is the centerpiece of the design’s operations (Sojung, 2015). PillDrone app can extend to many patients across the UAE quickly. Moreover, unlike other delivery systems, it can serve people with pressing prescription demands, which is a tremendous competitive benefit. PillDrone software operators can also change an element or two in their mobile app that can enormously impact customer experience (Sojung, 2015). 
Implementation
The capabilities required to implement this solution include:

Human resources, including IT experts, software developers, and operators, manage the application and drones.
Finance and capital to implement, maintain and run the business.
Technology includes strong internet, around 50 drones, and computers.
Marketing.

Moreover, to fully implement this concept, PillDrone must partner with various organizations, including health service providers, pharmacies, major hospitals, wholesale stores, and the UAE government. Government support like grants and favorable policies will be vital to the success of this concept. The concept’s revenue sources include payment peruse, plowed back profits, membership payments, commission, government grants, incentives, subsidies, and loans.
This concept’s desirability lies in its capability to deliver medicine fast compared to the time taken by patients to go to hospitals and the turnaround time of other delivery services. The business is also flexible, durable, and sustainable. Its viability lies in its capability to make approximately 100 deliveries daily in the UAE, depending on demand. The concept can serve over 70% of the UAE’s total population with proper marketing since health is essential. Its competitive advantage also contributes to its viability. In addition, its feasibility is evident since the concept incorporates technology to deliver services and make work easier for patients and doctors. The concept can also adopt a central prescription filling system where machines are heavily leveraged in filling and quality assurance hence freeing up space for doctors, nurses, and pharmacists to focus and care for other patients (Sojung, 2015). 
Testification

Launching several drones and testing the concept by delivering several packages from one place to another.
Engage people during testing to get customers’ opinions and market the concept.
Marketing and advertising the concept.
Operating a pilot of the solution. This involves testing the whole system.
Formulating a learning procedure to incorporate the synthesis and evaluation.

Conclusion
Health service is challenging because the health sector and industry have a lot of restrictions and regulations due to pressure from high-power partners like the government (Sojung, 2015). The COVID-19 pandemic has also brought about a lot of uncertainties, but most of all, it brought about change, “the new normal.” PillDrone capitalizes on this opportunity to provide online medicine delivery services to patients in the UAE while also making profits. This idea also aims to promote a clean environment, one of UAE’s visions for 2030. To achieve this, the concept adopts electric drones instead of vehicles. By doing so, the concept kills two birds with one stone by reducing the use of energy and preventing air pollution, which could have been the case if we had used vehicles. It is also significant to mention that this idea, once implemented, will be a source of employment and will improve its employees’ living standards. It is also a source of revenue for the government. In addition, the concept aims to reduce traffic jams since it adopts drones instead.
Moreover, the concept reduces congestion and queueing at medical centers for drugs and makes work easier since patients can order and get drugs in the comfort of their homes. As analyzed and explained above, this concept is desirable, feasible, and viable. It incorporates technology to deliver services. Therefore, it is convenient and high profitable if marketed properly. I believe this concept is convenient to assist in providing quality health services in the UAE region.
References
Ayham A.M. Jaaron, C. J. (2016, June 12). Systems Thinking for Service Delivery Design: A Real-Time Mass Customisation Model. Science direct, pp. 5-10. Retrieved from https://www.sciencedirect.com/science/article/pii/S1474667016342902
Gupta, N. (2021, December 12). Application for on-demand drone delivery. Flytbase, pp. 1-5. Retrieved from https://flytbase.com/drone-delivery/
Orton, K. (2017, March 29). Desirability, Feasibility, Viability: The Sweet Spot for Innovation. India, pp. 1-5. Retrieved from https://medium.com/innovation-sweet-spot/desirability-feasibility-viability-the-sweet-spot-for-innovation-d7946de2183c
Siang, T. Y. (2021, February 10). Ensuring Your Solution is Feasible and Viable. Interaction Design Foundation, pp. 1-5. Retrieved from https://www.interaction-design.org/literature/article/from-prototype-to-product-ensuring-your-solution-is-feasible-and-viable
Sojung, A. (2015, March 9). PillPack: the new kid on the block in the world of pharmacy. Technology and Operations Management, pp. 1-10. Retrieved from https://digital.hbs.edu/platform-rctom/submission/pillpack-the-new-kid-on-the-block-in-the-world-of-pharmacy/
 
 

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