The challenge was to digitally transform the process of filling vacant shifts across 21 locations from email-based conversations to an intelligent, automated, data-driven system that improves efficiency, productivity, and accuracy. Before, supervisors had to initiate, monitor and respond to multiple ongoing conversations as staff bid for open shifts via email, causing inefficiencies, inconsistencies, and communication gaps. As well, staff who were eligible to bid on shifts could not specify preferences for location, level, or length of shifts, so the noise ratio in these communications was high. The opportunity was to leverage intelligent digital workflow automation to create a more efficient, transparent, and user-friendly system.

The Vacant Shift App uses advanced digital forms and workflows that route the right information to the right person, capturing status changes along the way, and triggering approvals with just a few clicks. Staff can only see and offer coverage for shifts that they are eligible for, making shift management smooth and easy, while reducing manual intervention and ensuring compliance with collective agreement rules. The personalized notification settings provide real-time updates on shift availability, ensuring staff are always informed.

The Vacant Shift App has improved employee experience, transparency, and resulted in higher fill rates for vacant shifts. Since we launched the new digital workflow in 2024, there have been 1,974 vacant shifts posted using the app, with a successful 73% fill rate. Managers have reported increased satisfaction and productivity by not having to track multiple email conversations, leading to timely and accurate shift coverage. The codification and automation of formal (and informal) business rules has improved compliance and standardization across the organization. Finally, the data generated by the digital workflow creates new opportunities for analytics, offering valuable insights for management.