Emergency Calls

This Tableau Accelerator allows you to:

• Assess & Improve your efficiency in handling emergency calls
• Better serve citizens across areas
• Better allocate your resources to areas that need it most
• Adapt your staffing to activity peaks

Demo video

Answer key business questions

• What volume of calls for service do we have to manage?
• What are the most common types of incidents?
• Where do we operate the most?
• How effective are our stations in handling a call for service?

Monitor and improve KPIs

Incidents

• Nb Incidents: Total number of incidents over the period
• Distance: Average distance between the station selected to operate and an incident

Durations

• Time to Dispatch: Average time needed to dispatch a call to a station (time from First call to Dispatch, expressed in min)
• Time to En Route: Average time needed for a station to start a vehicle to the scene of an incident (time from Dispatch to En route, expressed in min)
• Time to Arrival: Average time needed for a vehicle to arrive to the scene of incident since the first call (time from First call to Arrival, expressed in min)
• Time from En Route to Arrival: Average time needed for a vehicle to arrive to the scene of incident since the call is finished (time from En Route to Arrival, expressed in min)
• Time from Call to Arrival: Average time needed for a vehicle to arrive to the scene of incident since the first call (time from First call to Arrival, expressed in min)

SLA Targets

• Time to Dispatch Target: According to SLA, max time to dispatch a call to a station (time from First call to Dispatch)
• Time to En Route Target: According to SLA, max time for a station to start a vehicle to the scene of an incident (time from Dispatch to En route, expressed in min)

Adherence to Dispatch SLA

• Nb Incidents in Dispatch SLA: Total number of incidents that were dispatch within Service Level Agreement: [Actual Dispatch Time] <= [Target Dispatch Time]
• Incidents in Dispatch SLA %: Share of incidents that were dispatch within Service Level Agreement: [Actual Dispatch Time] <= [Target Dispatch Time] (expressed in %)
• Nb Incidents not in Dispatch SLA: Total number of incidents that were dispatch outside Service Level Agreement: [Actual Dispatch Time] > [Target Dispatch Time]

Adherence to En Route SLA

• Nb Incidents in En Route SLA: Total number of incidents where “en route” took place within Service Level Agreement: [Actual En Route Time] <= [Target En Route Time]
• Incidents in En Route SLA %: Share of incidents where “en route” took place within Service Level Agreement: [Actual En Route Time] <= [Target En Route Time] (expressed in %)
• Nb Incidents not in En Route SLA: Total number of incidents where “en route” took place outside Service Level Agreement: [Actual En Route Time] > [Target En Route Time]

Required attributes

• Incident # (string): Incident unique identifier
• Call Date Time (datetime): Date and time the incident was reported
• Incident Type (string): Nature of the incident (“Fire Alarm”,“Explosion”,“Vehicle Fire”...)
• Incident Description (string): Longer description of the incident (“Accidental activation fire alarm...”...)
• Station (string): Station to which the emergency call was first dispatched
• Country (string, role: country): Country where the incident occurred
• State (string, role: province): Province/State where the incident occurred
• Incident City (string, role: city): City where the incident occurred
• Incident Postcode (string, role: zip code): Zip code where the incident occurred
• Incident Latitude (numeric, role: latitude): Latitude of the incident
• Incident Longitude (numeric, role: longitude): Longitude of the incident
• Station City (string, role: city): City in which the station in charge of the incident is located
• Station Postcode (string, role: postcode): Postcode in which the station in charge of the incident is located
• Station Latitude (numeric, role: latitude): Latitude of the station in charge of the incident
• Station Longitude (numeric, role: longitude): Longitude of the station in charge of the incident
• Time to Dispatch (in sec) (numeric): Time needed to dispatch the call to a station (expressed in seconds)
• Time to Dispatch Target (in sec) (numeric): Maximum time allowed to dispatch a call to a station (expressed in seconds)
• Time to En Route (in sec) (numeric): Time needed for the station to start a vehicle towards the scene of the incident (from dispatch to en route – expressed in seconds)
• Time to En Route Target (in sec) (numeric): Maximum time allowed for the station to start a vehicle towards the scene of the incident (expressed in seconds)
• Time to Arrival (in sec) (numeric): Time required for the vehicle to arrive at the scene of the incident (from en route to arrival – expressed in seconds)
• Distance (numeric): Distance from the station to the scene of the incident (expressed in miles or kilometres)