Contact Tracing
Summarize
Summary of Contact Tracing
The ServiceNow® Contact Tracing application helps organizations reduce workplace transmission of infectious diseases by identifying on-site users who may have been exposed to an affected individual. It compiles exposure data from badge scans, Wi-Fi access logs, daily contact logs, and wearable devices to provide a comprehensive view of potential contacts. Users receive timely updates about reported cases or symptoms at their location, supporting proactive workplace health and safety management.
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Key Features
- Exposure Identification: Aggregates data from multiple sources—including badge swipes, Wi-Fi connections, and self-reported contact logs—to identify users potentially exposed to infectious diseases.
- Wearable Device Integration: Imports contact tracing reports and risk scores from devices via integrations with Zebra MotionWorks Portal and Devvio, enabling monitoring of user risk levels.
- Data Privacy and Consent: Ensures user consent is obtained for data collection and enforces data retention policies for automatic deletion, maintaining compliance and privacy standards.
- Case Management and Visualization: Facilitates creation of outreach cases and follow-up tasks, with visualization tools to assess exposure levels up to two degrees of separation from affected users.
- Guided Setup and Suite Integration: Provides a guided setup for Safe Workplace and Emergency Response apps, and integrates with other Safe Workplace suite applications such as Emergency Outreach, Emergency Exposure Management, Safe Workplace Dashboard, Emergency Self Report, Employee Readiness Core, and Vaccination Status monitoring.
- Domain Separation Support: Supports Standard-level domain separation to securely manage contact tracing data across organizational domains.
Practical Use and Configuration
- Administrators with the admin role can install and configure Contact Tracing, including system properties, scheduled jobs, and integrations for Wi-Fi logs and outreach notifications.
- Organizations can import badge swipe data and Wi-Fi access logs manually or via integrations (e.g., Mist Systems, Cisco DNA Spaces) to enrich contact tracing accuracy.
- Daily contact logs enable employees to report interactions, supported by automated mobile and email notifications prompting submission.
- Case managers can create and manage cases for positive users, enabling timely follow-up with potentially exposed contacts to control disease spread.
Compliance and Legal Considerations
Organizations retain full responsibility for ensuring compliance with applicable laws and regulations, including data protection and employment laws. ServiceNow does not provide legal advice, and provided templates and language should be adapted to the organization’s specific legal requirements. Government agencies are offered the application free of charge for limited periods and must confirm ethical and legal compliance independently before use.
The ServiceNow® Contact Tracing application helps organizations reduce workplace transmission of infectious diseases, such as COVID-19, by identifying any on-site users who might have been in contact with an affected user. The user receives updates about the number of reported cases or symptoms in the location. A list of potentially exposed users is created from various data inputs, such as badge scans, Wi-Fi access logs, and daily contact logs.
Features
In Contact Tracing version 1.29.4. and above, the navigation path is not available in the Application search context menu () for Zebra and Devvio. The navigation path is available if you are using Contact Tracing 1.29.2 and later versions.
- Identify on-site users who may have been in contact with a potentially infected user.
- Aggregate contact tracing information across workplace locations, work shifts and reservations, badge scans, Wi-Fi access logs, and self-reporting logs to enhance search criteria.
Identify potential user interactions with a user using the Wi-Fi access data by correlating who connected to the same Wi-Fi network using laptops, mobile devices, or Bluetooth LE devices. You can get the Wi-Fi access data by manual import or through integration with Mist Systems or Cisco DNA Spaces.
- Get the contact tracing data of users who use handheld or wearable devices at the workplace. You can import the contact tracing report from Zebra MotionWorks Portal.
- Monitor risk scores of users who use wearable devices at the workplace. You can import risk score reports with Devvio integration.
- Create outreach cases and tasks for follow-up interviews with potentially impacted users.
- Assess the status of potentially exposed contacts and their next two levels of potential exposures from within a case using visualization.
- Maintain the data privacy of users, in the context of contact tracing by obtaining their consent.
- Use data retention settings to determine when the data collected for contact tracing is automatically deleted from the system.
- Use guided setup to implement Safe Workplace suite apps
- The Safe Workplace guided setup provides a sequence of tasks that help you configure the Safe Workplace and Emergency Response Management applications on your ServiceNow instance. To open the Safe Workplace guided setup, navigate to . For more information about using the guided setup interface, see Using guided setup.
Use with other ServiceNow® Safe Workplace suite and applications
- Emergency Outreach: Configure and send email and mobile notifications to users requesting them to submit daily contact logs and to get responses for privacy consents.
- Emergency Exposure Management: Run a diagnostic report on affected users to identify potentially exposed users who might have interacted with the affected user. You can use multiple data sources to broaden the coverage of finding potential exposure. Review tracing systems for data sources provided by Contact Tracing to see whether these tracing systems meet your business needs. You can modify these tracing systems or set up a new tracing system for your data source. For more information, see Set up a tracing system for an exposure data source.
- Safe Workplace Dashboard: View the trend of active cases and potentially exposed contacts over a given time period for a campus or location. You can also get alerts to determine when the number of active cases is higher than the threshold in a particular campus or location.
- Emergency Self Report: A case is created automatically for a user who is reported to be in quarantine if no active case exists for the user at the time of reporting.
- Employee Readiness Core:
- Automatically adds or updates a user's health and safety requirement status when a user is identified as a potentially exposed contact in a case. This up-to-date information helps you evaluate the readiness of your potentially exposed users to return to the workplace.
- Automatically adds or updates a user's privacy consent requirement status when a user responds to the privacy consent request. This up-to-date information helps you ensure that your users acknowledge the privacy consent before entering the workplace to facilitate contact tracing as desired.
- Vaccination Status: Review a potentially exposed contact's vaccination status in the contact tracing visualization.
Domain separation for the Contact Tracing application
The Contact Tracing application supports domain separation at the Standard* level. For more information, see Domain separation and Contact Tracing. For a deeper understanding of the support levels, see Application support for domain separation.
Notice regarding use by organizations
All decisions in connection with the implementation of this application are at the sole decision of the Organization utilizing this application. Organizations agree that use of the application is not a representation by ServiceNow regarding the application’s compliance with any law or regulation and any suggested language provided out of the box with the application does not constitute legal advice by ServiceNow.
Organizations remain solely responsible for complying with their legal obligations under applicable law, including (but not limited to) data protection and employment laws, and should modify any language within the templates provided to meet the Organizations' specific requirements.
Notice regarding use by government agencies
ServiceNow is offering this application to government agencies and their authorized users, not to employees of government agencies in their individual capacities. Use of this application is being offered free of charge for a limited or extended time period and with no expectation of payment from the government agency to ServiceNow for use during that time period, nor does usage create an actual or implied future obligation on behalf of the government. ServiceNow hereby expressly waives any future claims for payment from the agency in connection with usage of the application. Government customers are solely responsible to confirm with the agency’s Ethics Office or its authorized representative that acceptance and usage of the application is permissible.
All decisions in connection with the implementation of this application are at the sole decision of the government agency utilizing this application. Agencies remain solely responsible for complying with their legal obligations under applicable laws and regulations, including (but not limited to) data protection and employment laws and regulations, and should modify any language within the templates provided to meet the agency’s specific requirements.