MOBILE SOLUTION
SES Request for Assistance
Client Overview
Queensland Fire and Emergency Services (QFES) is the primary provider of fire and emergency services in Queensland.
At a glance
Client
Queensland Fire and Emergency Services
Solution
Request for assistance
Channels
iOS, Android and HTML5
Platform
AWS, with 24/7 support
Engagement Driver
The QFES call centre had been experiencing frequent caller dropout during emergency events due to congestion. They wanted to offer another channel for the public to request assistance and streamline the administration process for their internal team.
Another channel for the public to request assistance.
Caller dropout was frequent when the call centre became congested during emergency events.
Intelligent Pathways Value
Intelligent Pathways led the design and development of a solution that enables requests for assistance in Queensland to be submitted from a mobile device or computer. Intelligent Pathways then also designed a second application for the internal call centre team to improve system availability and reduce manual processes.
Public request app
Available as a native application on iOS or Android, and HTML5 for all other devices.
Call centre app
Built for the internal team to improve system availability and reduce manual processes. The team can also edit and delete requests.
Dynamic dropdown lists
Checkboxes
Photo attachments
Address pre-population
Outcomes
The solution enables a higher quality of intelligence to be captured and dramatically reduces the time it takes for a user to log a request. Routing of requests to relevant authorities has been automated by postcode to streamline the time taken to process requests.
The two apps are fully managed by Intelligent Pathways on AWS with 24/7 support.
5 min
Time to log a request for assistance, down from 25 minutes.
10,000+
New requests per hour on the internal call centre application.
