EENA 2016 - Customer service in a PSAP (1/3)

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TRACK 2: "CUSTOMER SERVICE IN A PSAP”THE PSAP – JUST ANOTHER MULTICHANNEL CONTACT CENTRE?Adrian BrookesCorporate Consulting Director – WW Solutions [email protected]

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WHAT IS ‘CUSTOMER SERVICE IN A PSAP’ ?

4 This is an interesting question as I was asked this prior to leaving a UK Police Force– In the FCR we are not looking to answer

questions on a product or solution – we are there to provide critical assistance in life threatening situations.

– People who call are, in some circumstances, under severe levels of distress which in other CC’s would be construed as ‘rude and threatening’ behaviour.

– Normally we don’t get customer feedback, from time to time the front line officer will provide unsolicited feedback.


HOW HAS TECHNOLOGY CHANGED THE FACE OF THE CONTROL ROOM?

4 Consumerization of the smart device– Less knowledge of the exact location but

more front line information

4 SIP + VoIP + MultiChannel = opens the path to the Internet of Things (IoT)

4 Automation is now key– Multiple calls on the same incident,

automated action plans, notifications

4 eCall is the first crystallized IoT service in the PSAP– 15 years from concept to introduction– not acceptable in the future anymore


WHAT ROLES DOES DATA ANALYTICS AND MINING PLAY IN THE OVERALL CUSTOMER EXPERIENCE?

4 These all improve the levels of service provided by the Control Room to the front line staff and the caller– Local knowledge

– CR consolidation has meant that local knowledge is now what is contained in the database

– Hotspots– Patterns– Scenario planning leading to automated

deployment– Historical information

– Frequent callers– Historical & Markers– Evidential


…BUT IS IT JUST TECHNOLOGY?

4 Call handlers now need to be multi-skilled– Diplomat, calm, decision maker– Need to react to each situation a they

have a tendency to be different– Need to access multiple systems to

help them achieve their goals– Policies and procedures need to be

constantly updated

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What can the PSAP world learn from the commercial world and vice versa ?


PSAP HOWEVER, IS DIFFERENT FROM A COMMERCIAL CALL CENTRE4 No automation on the input (IVR)4 Budgetary - PSAP Consolidation

– Currently happening all over in Europe

4 Local Overload / Cross Border Situations– Major incidents, weather, crisis

4 Technology Changes– Move to VoIP technology over time– New services and more media required in the

future

4 Quality Assurance– More complexity, changes in procedures– Larger communities to be managed– New call handler skills required

• Call for help• Heavy storm & rain• Flooding• Earthquake• Chemical spill• eCall large accident

• Automatic Rules-basedSession Routing

• Reporting & Big Data Analytics• Realtime Speech Analytics• Emotion Detection &

Psychological Profiling


THE PSAP IS TRANSITIONING...

4 Consolidation– Loss of local knowledge

4 Less staff– But greater workloads

4 Lack of appetite to embrace technology changes– People still not ‘trusted’ to use

services

4 Operational Aspects– Inter-agency

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How the PSAPs can improve their responsiveness?


WHAT CAN BE DONE TO ASSIST...

4 Interconnect agencies– No call is just one agency these days

4 Use technology to assist you– Mapping, situational awareness, location

4 Automate where you can and use different technologies that apply to each individual case– When voice is just not an option

4 Improving how you can handle the calls will increase the value you offer to the public

4Lead and don’t follow…..


EMERGENCY SERVICES AND PUBLIC SAFETYYour Contact in Avaya for Europe

Adrian Brookes

Corporate Consulting Director WW Solutions Engineering

[email protected]

+44 1483 308133

Presentations & Public Speaking

EENA 2016 - Customer service in a PSAP (1/3)