Objective

• Appraise control structure, staffing, systems and procedures to identify ways to reduce the time between ‘call connect’ and ‘vehicle mobile’
  

Methodology

• Data analysis, consultation and simulation modelling
  

Outcomes

• Identified call-taking resources to meet new call-answering performance target
• Improved processes and identified blockages
• Reorganised dispatch desk structure to reduce queuing and give more effective dispatching