Luca Bergonzi, Sales Executive International Business Development, Beta 80 – Implementation of a 116117 Contact Center

1. Beta 80 Group
Implementation of a
116117 contact center
(Lombardy, Italy)
Luca Bergonzi – Sales executive
Riga, October 6th, 2021

2. 2
Beta 80 Group_ECM_
• Scope of 116117 in Italy
• Evolution of services for 116117
• Implementation of 116117 in AREU
• Some numbers
• 116117 during COVID
Agenda

3. 3
Beta 80 Group_ECM_
The «other» European number
DIRECTIVE 2002/22/EC
OF THE EUROPEAN PARLIAMENT AND
OF THE COUNCIL of 7 March 2002 on
universal service and users' rights relating
to electronic communications networks
and services (Universal Service Directive)
“The 112 directive”
DECISION 2007/116/CE
COMMISSION DECISION of 15 February
2007 on reserving the national numbering
range beginning with ‘116’ for harmonized
numbers for harmonized services of social
value
“The 116*** decision”

4. 4
Beta 80 Group_ECM_
116117 in Italy
The number replaced the various local «toll free» numbers dedicated to non-emergency medical help.
How does it work?
Citizens call 116117 asking for medical aid. Call takers qualify requests and redirect calls to a doctor who can handle the case.

5. 5
Beta 80 Group_ECM_
The evolution of 116117
COVID had a great influence on the consolidation of a
Primary Healthcare Model
Aimed at relieving the stress from hospitals, empowering territorial structures that act as a
filter between citizens and emergency healthcare facilities.

6. 6
Beta 80 Group_ECM_
Primary healthcare model targets
• Healthy citizens, to address with health education and promotion of prevention
programs;
• The pre-diagnose citizen who turns unproperly at emergency services, even when there
is no urgent need for their intervention.
• Chronical patients
• Patients with special needs or not self-sufficient.

7. 7
Beta 80 Group_ECM_
Primary healthcare model goal
PHM wants to evolve the traditional structure of family doctors into a complex network of
services, including home care, telemedicine, medical check-ups, all having 116117 as a
focal point.
Italy plans investments for 4 billions EUR in the period of 2022-2026 to reach this goal

8. 8
Beta 80 Group_ECM_
AREU and 116117
AREU manages 112 PSAPs, Ambulance dispatching PSAPs
and, since 2019, also the regional 116117 PSAP, which can
already fulfil a series of tasks, foreseen by the PHM
• Out of hours medical services
• Tourist medical services
• Inter-hospital transportations
• Selection / change of family doctors

9. 9
Beta 80 Group_ECM_
116117 organisation in AREU
• 10 million citizens served
• 38 call taker workplaces (plus other 14 for crisis situations). Civilian trained call takers,
using question-based triage filter during citizen interview.
• AREU hires directly call takers;
• They are responsible for the PSAP setup & maintenance
• They provide space and technology to OOH doctors (who are hired by the local healthcare authorities).
• They cooperate with local healthcare authorities for the OOH doctors training and dissemination of SOPs.
• Average 2.500-3.000 calls per day
• 112 in the same region handles approximately 12.000 calls per day

10. 10
Beta 80 Group_ECM_
Calls received
0
20000
40000
60000
80000
100000
120000
January February March April May June
Total/month Calls for other regions
0
500
1000
1500
2000
2500
3000
3500
4000
January February March April May June
Average/day

11. 11
Beta 80 Group_ECM_
Calls forwarded
0
20000
40000
60000
80000
100000
120000
January February March April May June
Total/month Forwarded to doctor
0
20000
40000
60000
80000
100000
120000
January February March April May June
Total/month Forwarded to ambulance

12. 12
Beta 80 Group_ECM_
Calls per weekday
0
5000
10000
15000
20000
25000
30000
35000
40000
45000
January February March April May June
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

13. 13
Beta 80 Group_ECM_
Response time
0
50
100
150
200
250
300
January February March April May June
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

14. 14
Beta 80 Group_ECM_
Processing time
0
50
100
150
200
250
January February March April May June
Monday Tuesday Wednesday Thursday Friday Saturday Sunday

15. 15
Beta 80 Group_ECM_
Calls distribution
14%
12%
12%
15%
33%
2%
5%
7%
BERGAMO province BRESCIA province BRIANZA area INSUBRIA area MILAN MOUNTAIN area PAVIA province VALPADANA area

16. 16
Beta 80 Group_ECM_
116117 and COVID
During the COVID outbreak, 116117 was crucial for reducing the pressure on 112 for non-emergency calls.
Call takers were swiftly provided with a new COVID oriented filter, to provide the necessary help to citizens
requesting for clarifications. The filter was used also to identify potential covid cases and redirect them to
medical emergency.
Alongside regular 116117 another toll-free number. Only for COVID-related information was created.
116117 COVID filter
112 COVID filter
Toll-free (info)
Non-COVID
COVID emergency PSAP
Potential COVID
emergency PSAP
Non-COVID emergency

17. 17
Beta 80 Group_ECM_
Lombardy region healthcare directorate says:
116117 brought a revolution in the way citizens are
taken care of, in a non-emergency healthcare
situation:
more transparency and service quality monitoring,
come with structured and rapid answers to the
community, which is directed towards the most
appropriate services in a simple and efficient way.

18. THANK
YOU
Luca Bergonzi
Sales executive
Luca.bergonzi@beta80group.it
+39 348 7447059
For questions and insights: