News : Revamped Helpline Attracts Over 30 pc More Calls Than Before
New Delhi, India, July 14, 2016 -- The Delhi government’s newly relaunched helpline 102 is attracting more calls than before – over 30 per cent more.
A senior administrative officer at Centralised Accident and Trauma Services (CATS) said more people are now able to access the ambulance service. The Delhi government had launched 53 new ambulances and a mobile application ‘Call 102’ on July 3.
The government has come up with a new control room with upgraded facilities and more employees at Laxmi Nagar.
"Earlier the control room staff was attending to around 500 service calls a day. The calls have now gone up to 650 on an average," said an official. "The calls have gone up by almost 150 per day. This pattern has been observed over the last 10-12 days.
This is mostly because the revamped helpline was advertised well," said the official.
The mobile application can be downloaded by smartphone users. Through this patients’ families can avail the home to hospital service.
The calls are auto-traced to the location from where the patient is calling and the ambulance is sent to the spot immediately, officials said. The CATS department is, however, finding several challenges in running the new system.
The staff members are new to the system and are not honed in handling the automated system.
Under the new system, the control room maps the location from where the patient is calling. Drivers receive information on the bed availability at the nearest hospital. An alert is sent to the concerned hospital about the patient’s arrival.
Earlier, the drivers took the patients to any hospital that they suggested. "There are several challenges that we are facing at the ground level. The teams were despatched manually till now. Currently, the despatching is system-based.
"The staff is not yet been adequately trained to get used to the new system. The drivers will have to follow navigation signs, which several are finding difficult to follow. There are also minor technical glitches that we are facing," said the official.
The CATS department is now running the control room from two centres – the old one and the new control room – as calls placed through certain service providers cannot be attended to at the new centre. The department is looking into the issue, said the official.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Voice Mail Timeout!
Published: Friday, July 15, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Altitude Software is a privately-owned, independent company, and a technology provider in contact center solutions, with its Unified Customer Interaction(uCI) product line. Founded in 1993, Altitude S...
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...