We received a request from one of the public security departments to change their current Emergency Operational room systems where they receive calls related to traffic accidents. The task we were briefed on was huge & operation intensive. The customer required the job to be completed in 48hours, which was an extremely tight deadline.

Usually time is bought from the customer to arrange, configure, install & commission the systems and to complete the civil work. However this was a special case as this was the first request we had received from this customer and we took it as an opportunity to demonstrate our capability & quick support.

Our team was divided into three groups. One to handle civil work & connections, the second to handle system configurations and the third to handle system testing & agent training.

Some “assembled” systems are always retained as a back up option for emergencies; this has aided in making the process easier & faster.  The first group started their work on the site and they finished their work within 24 hours, including the civil work for 32 agent connections with dual Nortel systems, dual digital voice recording systems and 16 main backup lines. The second and third group finished their work in 12 hours.

The command centre of traffic police emergency room runs 24/7; hence the emergency lines needed to be shifted one by one without any interruption. Within three hours, the entire process was completed. Training of agents was initiated immediately. The agents were trained on the various features and the supervisors on aspects related to agent monitoring.

The entire task was completed within 40hours!!! By the completion of this task within record time, we were able to win the confidence & trust of the customer. This has in turn translated into repeat business for the company. We have just completed the 7th operational room for the same customer recently.