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Enhancing Emergency Call Centers' Performance Through a Data-driven Simulation Approach

Abstract : Emergency Call Centers (ECCs) can be considered as the starting point of the pre-hospital emergency medical system. Although, ECCs exist everywhere, their business processes and their performance levels differ from one place to another, even sometimes in a same country. By definition, users expect a high level of performance, particularly regarding the waiting time and the processing time of the calls. Additionally, ECCs might have difficulties to manage sudden rise of activities following disasters impacting huge number of victims for instance. To support ECCs in their continuous improvement steps, this paper suggests an innovative framework and its associated tools to support both diagnosis of current organizations and enhancement of their performance. Concretely, the proposal is data-driven and simulation oriented. First experiments are shown in order to demonstrate the potential benefits of such an approach. Avenues for further research are also discussed.
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https://hal.telecom-paris.fr/hal-02892575
Contributor : Imt Mines Albi Ecole Nationale Supérieure Des Mines d'Albi-Carmaux <>
Submitted on : Tuesday, July 7, 2020 - 4:05:09 PM
Last modification on : Tuesday, September 1, 2020 - 10:08:59 AM

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  • HAL Id : hal-02892575, version 1

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Eva Petitdemange, Elyes Lamine, Franck Fontanili, Matthieu Lauras. Enhancing Emergency Call Centers' Performance Through a Data-driven Simulation Approach. ISCRAM 2020 - 17th International conference on Information Systems for Crisis Response and Management, May 2020, Balcksburg, United States. p.218-227. ⟨hal-02892575⟩

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