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EENA 2016 - Customer service in a PSAP (2/3)

Date post:	12-Jan-2017
Category:	Presentations & Public Speaking
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Page 1: EENA 2016 - Customer service in a PSAP (2/3)

Page 2: EENA 2016 - Customer service in a PSAP (2/3)

Page 3: EENA 2016 - Customer service in a PSAP (2/3)

Page 4: EENA 2016 - Customer service in a PSAP (2/3)

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

Page 5: EENA 2016 - Customer service in a PSAP (2/3)

Page 6: EENA 2016 - Customer service in a PSAP (2/3)

CALL TAKER

EMERGENCY CALL

POLICE AND BORDER GUARD BOARD

AMBULANCEDISPATCHER

RESCUEDISPATCHER

Page 7: EENA 2016 - Customer service in a PSAP (2/3)

Page 8: EENA 2016 - Customer service in a PSAP (2/3)

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

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Emily Roots

Chief Specialist

Analysis Division

[email protected]

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