Presentation during session on: Driving change in responding to emergencies

1. BJÖRN SKOGLUND
SOS ALARM, SWEDEN
APRIL 2019
From static to dynamic
- how we developed a new model
for answering emergency calls

2. 14
Call takers
700
8 sec
PSAPs
112 calls answered
in 2018
Goal for average
answering time
3,2 millions
Average answering
time, 2018
11,6 sec ~

3. – Single emergency number
– Always answered by a
calltaker at SOS Alarm
– The calltaker can get support
from nurses and dispatchers
– One calltaker interviews the
caller
– In some cases the emergency
call gets transferred (for
example to the police)
– All 14 PSAPs interconnected
in a network
When you dial 112
in Sweden

4. Old model
▪ Every PSAP for themselves
▪ In 2000 a severe local snow storm hit
the town of Gävle (Gevalia)
▪ The PSAP located there was overburdened
▪ All other PSAPs had ”an ordinary day at work”
▪ All workstations in every PSAP therefore
interconnected in a network since 2010
▪ Though no change in answering model up
to 2015

5. From static to dynamic – Looking for best and
most flexible model
Static model to answer
emergency calls:
- national reception
- 5 seconds of forced
distribution
2015
Implementation
2016
Evaluation
2017
Review
2018
Test and decision
When evaluating after
implementation we noted
that:
- Answering time for 112
calls going up after a
few months – novelty
wearing off
- Call takers expressing
dissatisfaction with the
static system
- Decision to do a review
The review:
- several workshops
- over 60 coworkers
involved
- Project management
and analysts
thereafter developed
various theories to
test in order to find
best practice
- Information and
communication crucial
before test start
- Testing started on the
2nd of January and
were ongoing until end
of April.
- In April; decision to
continue testperiod
during summer
- After testing; decision
to implement a best
practice dynamic
model in October
2019
Evaluation
Ongoing evaluation
where we specifically are
looking at the different
ways our coworkers log in
to answer emergency
calls.

6. Testing
▪ Phase 1 (8-22 january, (period of reference).
▪ National reception, threshold 5 seconds before 112 call being
distributed to all other PSAPs
▪ Phase 2 (24 jan-7 february)
National reception, threshold 0 seconds
▪ Phase 3 (8 february)
National reception, threshold 20 seconds (was interrupted after
only a few hours).
▪ Phase 4 part 1 (12 - 18 febryary)
Regional collaboration, threshold 20 seconds
▪ Phase 4 part 2 (19 - 26 february)
Regional collaboration, threshold 10 seconds
▪ Phase 5 part 1 (27-3 march)
Regional collaboration, threshold 10 seconds and secondary login
for dispatchers (was interrupted in advance).
▪ Phase 5 part 2 (5-12 march)
Regional collaboration, threshold 5 seconds and secondary login
for dispatchers
▪ Phase 6 part 1 a (13-14 march)
Regional collaboration, threshold 1 seconds, secondary login for
dispatchers and locally log in for calltakers in the cities of
Stockholm, Gotheburg and Malmo during the hours 06.30-22.00.
▪ Phase 6 part 1 b (15-19 march)
Regional collaboration, threshold 1 seconds and primary login for
dispatchers.
▪ Phase 6 part 2 a (19- 21 march)
Regional collaboration, threshold 3 seconds and primary login for
dispatchers.
▪ Phase 6 part 2 a (22 - 26 march)
Regional collaboration, threshold 3 seconds, secondary login for
dispatchers and locally log in for calltakers in the cities of
Stockholm, Gotheburg and Malmo during the hours 06.30-22.00.
▪ Phase 7 (10 of april – ongoing)
Dynamic model of production.
➢ Testing in real operation
➢ Dynamic model of production decided
➢ Allows for flexibility depending on:
- volume of 112 calls
- available call takers
- local call overload-
➢ Allows dispatchers used for call taking
▪ Phase 1 (8-22 january, (period of reference).
▪ National reception, threshold 5 seconds before 112 call being
distributed to all other PSAPs
▪ Phase 2 (24 jan-7 february)
National reception, threshold 0 seconds
▪ Phase 3 (8 february)
National reception, threshold 20 seconds (was interrupted after
only a few hours).
▪ Phase 4 part 1 (12 - 18 febryary)
Regional collaboration, threshold 20 seconds
▪ Phase 4 part 2 (19 - 26 february)
Regional collaboration, threshold 10 seconds
▪ Phase 5 part 1 (27-3 march)
Regional collaboration, threshold 10 seconds and secondary login
for dispatchers (was interrupted in advance).
▪ Phase 5 part 2 (5-12 march)
Regional collaboration, threshold 5 seconds and secondary login
for dispatchers
▪ Phase 6 part 1 a (13-14 march)
Regional collaboration, threshold 1 seconds, secondary login for
dispatchers and locally log in for calltakers in the cities of
Stockholm, Gotheburg and Malmo during the hours 06.30-22.00.
▪ Phase 6 part 1 b (15-19 march)
Regional collaboration, threshold 1 seconds and primary login for
dispatchers.
▪ Phase 6 part 2 a (19- 21 march)
Regional collaboration, threshold 3 seconds and primary login for
dispatchers.
▪ Phase 6 part 2 a (22 - 26 march)
Regional collaboration, threshold 3 seconds, secondary login for
dispatchers and locally log in for calltakers in the cities of
Stockholm, Gotheburg and Malmo during the hours 06.30-22.00.
▪ Phase 7 (10 of april – ongoing)
Dynamic model of production.

7. Local log in for calltakers National receptionRegional collaboration
Regional collaboration, threshold
3 seconds
- Local log in for call takers in the
cities of Stockholm, Gothenburg
and Malmo
- Secondary login for dispatchers,
when possible
- Used if overload on one PSAP
National reception, threshold
0 seconds.
- All PSAPs answering
112 calls regardless of origin.
- Usually used at weekends, in
mass call situations and at special
occasions like New Years Eve to
reduce answering time all over.
Local log in, normally used in
daytime Mon-Fri, the basis of
our model. Allows PSAPs in
larger populated areas to handle
all calls locally and thereby
relieve smaller PSAPs

8. Who runs the show?
▪ SOS Alarm has a National Coordinator 24/7
▪ Oversees production of 112 and all other production at a national level
▪ Has systems to monitor call flow, answering time, available call takers
▪ Also dedicated Team Leader at every PSAP – responsible for optimizing
production in own PSAP
▪ Team Leader can communicate directly with national Coordinator to report
call overload (which also can be detected in monitoring systems)
▪ National Coordinator decides when to change production model
▪ Can be done instantly
▪ Team leader sees to that every call taker logs in according to decided model

9. Answering time 112, monthly 2016-201
Seconds

10. 0
5
10
15
20
25
30
35
40
45
50
55
60
18 19 20 21 22 23 0 1 2 3 4 5
2016-2017 2017-2018 2018-2019
Hjälpsökandes medelväntetid nyårsafton 2016-2018
Answering time 112, New Year´s night 2016-2018
Seconds

11. Key findings & lessons
▪ Dare to test and learn in real 112 operation
… but first…
▪ Involve call takers and other competent staff
▪ Communication and information, both internal and external
▪ Transparency during the process
▪ Regular surveys to staff - feedback
▪ Constant evaluation and adjustment when needed

12. Björn Skoglund
SOS Alarm
bjorn.skoglund@sosalarm.se
+46 10 140 82 56