Case Study: a network of health and social care centres
From hidden AI use to a written framework built with the teams
Situation
In this network of community health and social care centres in a French-speaking Swiss canton, AI had already come in through the back door, with nobody setting a shared framework. Replacing the in-house software created the opportunity to review digital practice, and AI along with it. The audit confirmed the scale of it: 75% of staff were already using AI outside any framework, with the compliance exposure that implies.
Objective
Move past clandestine use without banning it: measure what people actually do, then build with the teams a framework short enough to be read and precise enough to be applied, compatible with Swiss data protection law.
Report losing time
79%
Using AI with no framework
75%
Staff charter
3 pages
One-page checklist
Unanimous
Process
Qualitative and quantitative audit
Twelve individual interviews and a questionnaire sent to staff, to measure the real time losses and the actual use of AI rather than the use people are willing to declare.
Findings and mapping of irritants
The irritants were mapped and then scored by the teams themselves, which pushed to the top tasks the management had not expected there, such as document search and the invoice circuit.
A framework built together
One on-site workshop, four co-construction video calls and a follow-up session with the management teams involved, to write the charter and the one-page checklist with the people who would have to apply them.
Results
79% of staff reported losing time on repetitive tasks, and 75% were already using AI outside any framework
A staff charter cut from seven pages to three, so that it would actually be read
A one-page checklist, approved unanimously
A four-level data classification, explicitly excluding clouds subject to the Cloud Act for sensitive data
The engagement, started at a single centre, was extended to several centres in the canton around a shared charter
Testimonials
- plenty of people use it, but we hide because we do not know whether we are allowed to (a member of staff, gathered during the audit)
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