Case Study: Utah Department of Health rapidly scales contact tracing and prepares for vaccine surge with Genesys Cloud

Utah speeds contact tracing capabilities and prepares for a surge in vaccine distribution using the cloud

The Utah Department of Health faced a sudden, massive surge in COVID-19 data and service demands that overwhelmed its on-premises systems. Usage of its homegrown EpiTrax surveillance platform spiked about 1,000%, causing performance and reliability problems for contact tracers, while REDCap, student-athlete testing tools, and call centers also strained under peak loads as the state prepared for a large vaccine rollout.

UDOH migrated core systems to AWS—moving EpiTrax, REDCap, and other services to the cloud, adopting Amazon AppStream for remote desktops, and deploying a Genesys Cloud contact center—enabling rapid scaling, redundancy, and faster failover. The state spun up a 1,200-seat contact center in under 72 hours, reduced crashes and latency, scaled REDCap and the Docket immunization app (6,250 users and 50% month-over-month growth), and positioned its statewide immunization system to handle anticipated vaccine-volume spikes.

Utah Department of Health

Jon Reid

Utah Statewide Immunization Information System Program Manager