Ekurhuleni Metropolitan Municipality’s Emergency Call Taking and Dispatching Systems, South Africa

Aurecon appointed to improve service delivery

In an effort to ensure improved service delivery, the Ekurhuleni Metropolitan Municipality appointed Aurecon, in association with Spescom and Coltron, to upgrade the Ekurhuleni Emergency Services and the Metro Police’s communication system by replacing obsolete equipment and installing a new and improved call taking and dispatch system to more effectively manage incoming calls.

The solution comprised various key system components, including Aurecon's proprietary incident management system, the GEMC3 Disaster Management Planning Tool, as well as the GEMC3 Data Warehouse and OLAP Analysis Engine.

Coltron's Tornado Communications Switching System was also utilised to provide the customer with integrated telephony facilities and radio communications. In addition, a DataVoice voice and screen recording solution was installed in the Bedfordview call-taking centre, allowing all voice conversations over telephone to be recorded digitally. To complement this, all associated computer application screen activities are recorded in real time allowing the customer to conduct audit trails on calls handled.

The main benefits of the solution include improved service delivery to the public through faster response times, better utilisation of infrastructure and human resources and accurate management information. This, in turn, will go a long way towards ensuring that future incidents are managed quickly and effectively.

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