eena 2016 - customer service in a psap (2/3)
TRANSCRIPT
Tallinn
Haapsalu
Kuressaare
Kärdla Rapla
PärnuViljandi Tartu
Põlva
Valga
Võru
Jõgeva
Paide
Jõhvi
Narva
Rakvere
Common ICT
network
included GIS
system
Voice and data interconnection
CALL TAKER
EMERGENCY CALL
POLICE AND BORDER GUARD BOARD
AMBULANCEDISPATCHER
RESCUEDISPATCHER
96% 91% 93%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2015
Emergency call wasanswered fast
Call-taker understood thesituation efficiently
Call taker had professionalcommunication skills
