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Francis Crick uses ITSM on the Now Platform
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The Francis Crick Institute builds track and trace apps


COVID-19 tests delivered Jun to Sep 2020


Tests per week as of Oct 2020


Days from initial idea to app launch

The Francis Crick Institute wanted to allow staff to continue working from Europe’s largest biomedical research facility during the global pandemic. With ServiceNow, the institute quickly launched a self-test and trace app for employees and support staff.

Understanding human health

The Francis Crick Institute is dedicated to understanding the fundamental biology underlying health and disease. Its work is helping to understand why disease develops and to translate discoveries into new ways to prevent, diagnose, and treat illnesses. Formed in 2015, the Crick brings together 1,500 scientists and support staff working collaboratively across disciplines, making it the biggest biomedical research facility under a single roof in Europe.

Leading the national fight on COVID-19

The Crick Institute brings together outstanding scientists from all disciplines. It carries out research that will help improve the health and quality of people’s lives and keep the UK at the forefront of medical innovation. Its expertise is essential in the fight against COVID-19. The Crick committed to reopening its facilities in early June. To do so, it needed to establish a rigorous track and trace process for all onsite employees.

Francis Crick logo
Francis Crick
The Francis Crick Institute
London, UK
Healthcare and Pharmaceuticals

Engaging with ServiceNow was a strategic decision. It meant, when the pandemic hit, we had all the building blocks in place to move quickly.

James Fleming

Director of IT

Automating key workflows 

An existing ServiceNow ITSM user, the Crick was able to build a functioning track and trace application within 22 days on ServiceNow App Engine. It created an automated workflow across testing, results, and notifications. Data is stored centrally, with a clear audit trail. Staff can manage their own testing through the app, with results synced to the building entry system.

The UK’s first track and trace app

The result is one of the UK’s first viable COVID-19 track and trace apps, built by the Crick, entirely without outside help or guidance. It enables Crick staff to work on site and continue their critical research work and staff are tested every seven days, with automatic alerts and status updates sent out. The Now Platform enables the Crick to add new features or optimize functionality. Between June and September 2020, 120,000 tests were conducted, with October capacity at 16,000 per week.

A pathway out of the crisis

The success of the app is of national significance. The Crick is contributing to the fight against COVID-19; its clinicians work with government, and the institute works alongside several London hospitals. Its actions are high profile. Having the Crick return to work, with a functioning, scalable track and trace app creating a safe workplace, demonstrates a pathway out of the crisis.

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