Technology is change. In 1937, the United Kingdom unveiled its official emergency telephone number 999 and revolutionized how citizen contacted police, fire, and other services. With the ubiquity of smartphones and apps, technology is, once again, changing how citizens contact and connect with public safety organizations. It’s also changing their service expectations in the process.
In an article for British APCO’s latest quarterly journal, Peter Prater, managing director of Hexagon Safety & Infrastructure in the U.K., discusses how control room supervisors and managers can successfully address changing service expectations and demands. However, it doesn’t start with more technology. From Prater’s perspective, getting it right starts with putting people first.