Emergency Services
It should be no surprise that communication is vital in the running of our emergency services. Although much focus is given to the emergency telephone number as the mainstay of these services, there are huge challenges behind the scenes. A role based workforce, working different shifts and with varying skills and responsibilities is just one of the reason why central communication and information systems have many elements to them. Challenges include:
- Reducing the load on emergency telephone numbers
- Dealing with those non-emergency calls in an efficient manner
- Reducing internal traffic to telephone operators
- Limited access to personal computers for all staff
- Access to role and case based information
- Providing a public service within set performance levels
Arc’s work with emergency services has centred firstly around a role based, centralised directory service. With this at the centre, additional applications can be added which provide a host of benefits:
- Access to accurate people information based on job title, shift and skill
- Presence, status and availability information available to all users
- Operator centres with intelligent call routing to answer non emergency calls within targets
- Added channels of internal communication such as text messaging to desk phones
Proactive management reporting to ensure KPI information is readily available.