Can a Time-Critical Information System Provide an Empathetic Customer Experience: The Emergency Response Centre's SOS Case Study
Working in collaboration with the Emergency Response Centre and the Ministry of the Interior's IT and Development Centre (SMIT), we contributed to improving the workflows of rescue coordinators and logisticians.
The primary measure of a rescue coordinator's work is speed – the rapid delivery of help to those in need. However, this can occasionally lead to a poor customer experience.