Using an automated control system linking Operations Rooms
ME NewsWire
ABU DHABI, United Arab Emirates - Saturday, February 22nd 2014
The Abu Dhabi Police Operations Rooms received 963,015 calls in the Emirate of Abu Dhabi during the past year, out of which 452,294 criminal nature reports, 235,914 calls to report traffic-related issues, and 274,807 miscellaneous calls. Moreover, customer satisfaction rate reached 96% during the past year.
The Operations Room uses state-of-the-art equipment and techniques, notably the command and control system that links the different Operations Room platforms, to allow better access to information related to accident locations and reports, so as to ensure quick response. It is noteworthy that the reports are classified as very important, important and regular, according to their significance.
The Platforms
Lieutenant Colonel Mohsen Saleh Al Yafe’i, Deputy Head of the Central Operations Department stressed the great attention dedicated by the police leadership to improve performance and provide its personnel with the latest equipment and advanced technologies. This has streamlined policing procedures and services, in a manner that keeps pace with the geographic expansion, and increased security tasks aimed at preserving security and stability. “The automated command and control system is linked to all Operations Room platforms, such as the 999 call center; the comprehensive patrols; the emergency, safety, and support teams; as well as the officers and supervisors. It allows users to answer emergency calls, receive information on whereabouts and nature of reports, to ensure timely and organized response,” explained Lieutenant Colonel Al Yafe’i.
He also emphasized that the Operations Room role is to ensure security response by receiving calls on the 999 number, and dispatching relevant patrols to accident sites. The Operations Room is also responsible for managing other security authorities in the event of crises and accidents. “This is done in coordination with the traffic patrols, ambulance and rescue teams, the air wing aircrafts, the Community Police, the rapid intervention teams, Saaed Patrols, the Civil Defense Department, the Crime Scene Department and others. This efficient methodology has contributed to reduce response time,” added Lieutenant Colonel Al Yafe’i.
Reducing Response Time
According to Lieutenant Colonel Al Yafe’I, achieving better response time is the result of the efficient coordination and communication between traffic patrols, air wing aircrafts, rapid intervention teams, Saaed patrols, Civil Defense, Crime Scene and other departments. “Upon receiving the report, the Operations Room dispatches the competent entities and the closest ones to the accident site in record time,” stated Lieutenant Colonel Al Yafe’i. Moreover, he noted that the Operations Room is the main apparatus that organizes the actions of the various entities that handle traffic and criminal reports.
He also indicated that reports are classified according to their significance. The “very important” reports include fires, injuries, fights, and accidents that require dispatching ambulances to transfer patients. Reports classified as “important” include accidents that disrupt traffic and presence of injured individuals on site. The “regular” reports include minor accidents and misunderstanding accidents.
According to feedback received by the Operations Rooms’ control system, Lieutenant Colonel Al Yafe’I urged members of the public not to hesitate to call the Operations Room on “999” in case of emergency or to ask for assistance, stressing the keenness of the Operations Room personnel to respond at all times. Furthermore, he called on parents to educate children on the correct manner to dial “999” if necessary, to avoid nuisance calls.
On the same note, Lieutenant Colonel Al Yafe’I explained the department's work methodology that is based on knowledge. It enables planning to achieve development, and implements staff members’ proposals to enhance the department’s response efficiency. “The strategic development plan focuses on increasing growth in strategic planning requirements, managing institutional performance of the Abu Dhabi Police GHQ, as well as the results of environmental analysis, technical development and technological applications, all of which require that Operations Room keep pace with these changes,” he concluded.
For his part, Major Issa Abdulla Al Marzouqi, Strategic Planning Branch Manager, commented on institutional excellence requirements management. He indicated that according to surveys, 89% of the department's staff members perceive strategic planning as a contributing factor to performance development. 93% commended the Operations Department’s E-Club for spreading the quality and excellence culture. He also noted that establishing the excellence laboratory has contributed to better manage the Operations Room performance indicators. Respondents also stressed the need to follow up on the requirements of excellence and to organize brainstorming sessions, to enhance performance. “The excellence laboratory enhances police performance by implementing the best techniques and tools to improve the quality of services provided to the public,” said Major Al Marzouqi.
The Excellence Laboratory
The Strategic Planning Branch Manager indicated that the laboratory is an interactive management center provided with administrative and technical equipment, operated by the Strategic Planning Branch staff members who are qualified in the field of organizational excellence. “The laboratory controls and monitors Operations Rooms performance and follows up excellence requirements. It is responsible for organizing brainstorming sessions to submit improvement opportunities to enhance police performance,” he said.
He also noted that the laboratory aims to spread the culture of excellence; monitor main performance indicators of efficiency, productivity, and operations improvement; encourage creativity and innovation; and provide a suitable environment to evaluate and improve performance. It also encourages learning from mistakes and implementing knowledge acquired from them, and enhancing operational efficiency of the Operations Room staff.
Furthermore, he emphasized that the laboratory was established in line with the government’s vision, which calls for sharing the experience of the innovation laboratory, and highlights Abu Dhabi Police’s keenness to adopt the highest standards and official practices to improve services and increase job efficiency.
“A total of 5 staff members from the Strategic Planning Branch at the Central Operations Department have obtained the "International Assessor Certification” from the European Foundation for Quality Management. Five others became Licensed Assessors at the International Customer Service Institute (TICSI). Additionally, 10 staff members received the Kaizen Certificate, nine others obtained the ‘Environmental, Health, and Safety Auditor Certification’, while nine became ISO 9001:2008 Internal Quality Systems Auditors,” he continued.
Adding further, Major Issa Abdulla Al Marzouqi said: “To maintain the achievement made by the Operations Department, by obtaining the International Customer Service standard Certificate, the customer satisfaction e-survey feature was designed, to measure customer satisfaction through the operations rooms’ monitoring branches on a daily basis, through a random number of samples. This measure contributed to increasing customer satisfaction to more than 96% last year.”
It is worth mentioning that the Operations Room had obtained the first International Standard for Service Excellence Certificate, which recognizes the quality with which 999 calls are answered and handled. This achievement is the result of implementing the operations improvement methodology, amending operational procedures for performance efficiency assessment and quality control.
Performance Measurement
Major Al Marzouqi indicated that the Central Operations Department has implemented an assessment plan to measure staff members’ skills, competencies and performance. As such, operators who receive calls via the emergency number (999) are required to fill at least 5 assessment forms per month; while operators who dispatch the relevant patrols are also required to fill 5 similar forms per month. Customer satisfaction is also measured to ensure service efficiency. For this end, 5 assessment form samples are required from the Western Region Operations Room Section, 10 forms for Al Ain Operations Room Section, and 20 forms for the Central Operations Section.
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The Arabic-language text of this announcement is the official, authoritative version. Translations are provided as an accommodation only, and should be cross-referenced with the Arabic-language text, which is the only version of the text intended to have legal effect.
Contacts
The UAE Minister of Interior's General Secretariat, Tactical Affairs and Security Media Department
Abu Dhabi Police GHQ - Security Media
Chris Cron +971-(0)-50-987-1317
E-mail: cron.media@hotmail.com
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