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This study examined the Forestry Service Dispatcher function from various process and technology perspectives in an attempt to identify alternatives for delivering an equivalent level of service in a more cost effective manner.
Detailed baseline data was gathered during dispatch center site visits (Ketchikan, Sitka, and Anchorage) by conducting interviews, collecting existing documentation/artifacts, and shadowing various dispatch center personnel through their daily activities. While this approach allowed the project team to evaluate all aspects of the primary Dispatcher role as well as the secondary roles supporting the dispatching function, the lack of electronic data collection for operational activities resulted in challenges evaluating operational measures, safety metrics, and productivity values. Because of the lack of consistent data, this study analysis is derived from observation, interviews, extrapolated data, and anecdotal information.
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