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Enhancing Emergency Call Centers' Performance Through a Data-driven Simulation Approach
Eva Petitdemange
author
Elyes Lamine
author
Franck Fontanili
author
Matthieu Lauras
author
2020
Virginia Tech
Blacksburg, VA (USA)
English
Emergency Call Centers (ECCs) can be considered as the starting point of the pre-hospital emergency medical system. Although, ECCs exist everywhere, their business processes and their performance levels differ from one place to another, even sometimes in a same country. By definition, users expect a high level of performance, particularly regarding the waiting time and the processing time of the calls. Additionally, ECCs might have difficulties to manage sudden rise of activities following disasters impacting huge number of victims for instance. To support ECCs in their continuous improvement steps, this paper suggests an innovative framework and its associated tools to support both diagnosis of current organizations and enhancement of their performance. Concretely, the proposal is data-driven and simulation oriented. First experiments are shown in order to demonstrate the potential benefits of such an approach. Avenues for further research are also discussed.
Emergency Call Center
Performance
Simulation
Data-Driven
Continuous Improvement
Organization.
eva.petitdemange@mines-albi.fr
exported from refbase (http://idl.iscram.org/show.php?record=2222), last updated on Mon, 29 Jun 2020 07:31:13 +0200
text
http://idl.iscram.org/files/evapetitdemange/2020/2222_EvaPetitdemange_etal2020.pdf
EvaPetitdemange_etal2020
ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management
Iscram 2020
Amanda Hughes
editor
Fiona McNeill
editor
Christopher W. Zobel
editor
17th International Conference on Information Systems for Crisis Response and Management
2020
Virginia Tech
Blacksburg, VA (USA)
conference publication
218
227
2411-3407
978-1-949373-27-21
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