In 2016, the Fire Department of the City of New York (FDNY), the largest fire department in the United States and the second largest in the world, sought a solution to help enhance and optimize response times for its 1.5 million emergency calls a year. The FDNY realized improvements could be made with response time, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for each call type.
The FDNY was reliant on an old triage system, established in the 1980s, that required dispatchers to follow a paper-based system to determine how critical each medical call was in order to dispatch the correct ambulance.
The FDNY wanted a flexible, intelligent triage system that would deliver powerful data insights to aid continuous improvement.
Uniformity among all call-takers was a priority. The department is handling large volumes of calls, so training call-takers and drilling them on every question on every possible scenario was getting harder.
Geoff Land, CEO of Infinity CCS, was able to exploit his company’s 20 years’ experience designing world-class technology for contact centers to engineer the bespoke FIT (Flexible Intelligence Triage) Platform to meet the needs of the FDNY.
For the full case study by FDNY, please visit: http://www.fdnypro.org/fdny-computerized-triage-software/