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112 -Emergency Call Centre

112 -Emergency Call Centre. Pilotage programme in Cracow (PL). Emergency Call Centre pilotage programme in Cracow. Brief schedule : What is CPR in Cracow ? CPR in numbers CPR in pictures Why pilotage ? What next ?. Emergency Call Centre pilotage programme in Cracow.

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112 -Emergency Call Centre

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  1. 112 -Emergency Call Centre PilotageprogrammeinCracow (PL)

  2. EmergencyCall CentrepilotageprogrammeinCracow Briefschedule: • Whatis CPR inCracow ? • CPR innumbers • CPR inpictures • Whypilotage? • Whatnext?

  3. EmergencyCall CentrepilotageprogrammeinCracow Whatis CPR inCracow? CPR – Centrum Powiadamiania Ratunkowego – EmergencyCall Centre is a structureintended to operate on atleast 3 emergencynumbers (112 and national FireBrigades and Medicalnumbers). Thestructureis to integratecallanswering (usingcaller’slocalization and identification), crisis management, providinginformation and forcesregulation (using AVL and APL systems combinedwithtasksrouting). The CPR System isyet to be created innation-widescalein Poland.

  4. EmergencyCall CentrepilotageprogrammeinCracow Whatis CPR inCracow? In november 2008, MalopolskaVoivode, Mr. Jerzy Miller incoordinancewithPrime Minister and Minister of InternalAffairs, Mr. Grzegorz Schetyna decides to run a pilotageprograme to recon: • Possibleareacovered by single CPR (total numberin country) • Modern emergency IT systems • Organisationstructuresneeded • Resources needed • Schedule of nation-wideimplementation

  5. EmergencyCall CentrepilotageprogrammeinCracow CPR innumbers • Preparationstook6 months • Hot start – April 2009 • ER numbersserved: 2 (112 and 998) • Populationserved – 1,1 mln citizens • Staff: 16 system operatorsand 2 technicans • Multi-langualsupport • Automatic caller’slocalization • Integratedmap system • Live on-linesupervision • 15workstations (IPphone, PC, 3 displays) and 4servers • Telephoneexchange (analog, digital, IP) • 2MBits IP VPN WAN withcooperatingunits

  6. EmergencyCall CentrepilotageprogrammeinCracow CPR innumbers • 3-4activeagents on #112 and 1active agent on #998 • Averagedailyactivity: 972 incomingcalls • Averageawaiting time: 4,85 seconds • Averagecallduration: 54,2 sec • Longestcallduration: 33 min • Only36% of incomingcallsconvertsinto ER tasks

  7. EmergencyCall CentrepilotageprogrammeinCracow CPR innumbers Averageanswering time 998 line 112 line

  8. EmergencyCall CentrepilotageprogrammeinCracow CPR innumbers Averagenumber of calls / week MON TUE WED THU FRI SAT SUN

  9. EmergencyCall CentrepilotageprogrammeinCracow CPR inpictures

  10. EmergencyCall CentrepilotageprogrammeinCracow Whypilotage ? • Lack of complex 112 solutionin Poland • Need of introductionEmergencyNotification system • .beforerunning EURO 2012 • Differentsolutionsacross Europe/world • Costsreduction • Fallacy/miscount/measuringerrorpotentialrestriction 539 – daily 998 callcountgiven 101 – daily 998 callmeasured

  11. EmergencyCall CentrepilotageprogrammeinCracow Whatnext ? • Pilotageends 31.12.2009 • Possiblecontinuationinwidercontext (inc. forcesdisposal) • Area of pilotageextension

  12. Ministry od InternalAffairs • Cracow Police Departamant • CracowEmergency • CracowFireBrigades • MediumSoft • TPSA Our partners:

  13. Thankyou for yourattention ! Bartosz Noworyta – bnow@malopolska.uw.gov.pl

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