Zuellig sorry for glitches in QC vaccination appointment app

ABS-CBN News

Posted at Jun 17 2021 08:54 AM | Updated as of Jun 17 2021 11:53 AM

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MANILA (UPDATE) - A health-care services provider apologized Thursday for technical glitches on its eZConsult app that prevented Quezon City residents from signing up for COVID-19 vaccination.

"First and foremost, nanghihingi kami ng paumanhin sa citizens ng Quezon City (we are asking for apology to citizens of Quezon City) for the inconvenience but also to know na ang sistema doon sa (that the system in the) vaccination site has actually been working very well," Zuellig Pharma Corp. chief business officer Jannette Jakosalem told Teleradyo's "Sakto".

Quezon City on Wednesday disclosed it was considering filing charges and terminating its contract with the Singapore-based multinational pharmaceutical company following technical woes.

"The sacrifices and efforts of our medical frontliners and the time and sanity of our residents are being compromised by this inefficient system. They committed a seamless service, but they failed repeatedly. Our QCitizens deserve nothing but the best service," Quezon City Mayor Joy Belmonte said in a statement.

After the city government improved its system at vaccination centers where people no longer have to fall in line, Belmonte said the eZConsult app was "putting all our efforts down the drain."

In the interview, Jakosalem acknowledged the company did not anticipate the high volume of registrants.

"Hindi namin na-anticipate na ganiyan kadami na sabay-sabay pumapasok sa system," she said.

(We didn't anticipate that there would be that many who will access our system at the same time.)

Jakosalem assured Quezon City residents they were regularly upgrading the system to accommodate the traffic.

Last week, residents were also unable to book their COVID-19 vaccination slots after the eZConsult app crashed.

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'NOT ACCEPTABLE'

In a separate interview with Teleradyo, Belmonte said Thursday she gave an ultimatum to Zuellig Pharma Corp. to fix their system until Friday or they're out.

The online platform had been suffering from technical difficulties since March, she said.

"No'ng simula, pinagbibigyan natin dahil nagsisimula pa lang silang mag-ayos pero ngayon nakapag-8 rollouts na tayo at sa lahat ng 8 'yon, lahat ay nag-crash," Belmonte said.

(At first, we accommodated them because they were still starting but after we have done 8 rollouts, every time it crashed.)

"Kaya hindi na po 'yan katanggap-tanggap sa atin kasi nagdurusa na po ang ating mamamayan. Nagpupuyat, naghihintay tapos nafu-frustrate and for me, that is not acceptable," she added.

(That's why it's not acceptable for me because our citizens are suffering. They're staying late, waiting and getting frustrated...)

Jakosalem admitting that the company didn't expect the high traffic also didn't sit well with Belmonte.

"You would expect na isang (that a) multinational corporation such as this will be prepared for all kinds of eventualities kaya nakaka-disappoint na po talaga (that's why it's very much disappointing)," she said.

The city mayor promised her constituents to introduce a new online registration system should Zuellig failed to fix the eZConsult platform.