Emergency call centers (ECCs) are upstream of the prehospital emergency medical system and the life of many people depends on their effectiveness and responsiveness. This notwithstanding, the way their operations are organized and managed differs from one place to another. Also, depending on the number of incoming calls and available resources, they can operate differently. In the face of these heterogeneous situations, some ECCs do not always meet the expected performance levels: people still wait for too long before their call is answered. Moreover, they may have difficulties in managing an important upsurge of calls, especially in periods of crisis. Therefore, to support ECCs’ organizational improvement steps, this article aims to develop a tool-based framework that would enable to make clear and objective diagnoses, especially as regards responsiveness. Our proposal allows considering both nominal (normal days) and exceptional (crisis days) demands. It is based on data science, process mining, and discrete event simulation tools. By experimenting it on a French real case, the results show that such a tool-based framework can be very valuable for improving the performance of ECC organizational setups in both normal and disrupted situations.

中文翻译：

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评估和挑战紧急呼叫中心响应能力的基于工具的框架

紧急呼叫中心 (ECC) 位于院前急救医疗系统的上游，许多人的生命取决于它们的有效性和响应能力。尽管如此，他们组织和管理业务的方式因地而异。此外，根据来电数量和可用资源的不同，它们的操作方式也不同。面对这些异构的情况，一些 ECC 并不总能达到预期的性能水平：人们仍然等待太长时间才接听他们的电话。此外，他们可能难以管理重要的呼叫热潮，尤其是在危机时期。因此，为了支持 ECC 的组织改进步骤，本文旨在开发一个基于工具的框架，能够做出清晰客观的诊断，尤其是在响应性方面。我们的建议允许同时考虑名义（正常天数）和特殊（危机天数）需求。它基于数据科学、过程挖掘和离散事件模拟工具。通过在法国真实案例中进行试验，结果表明，这种基于工具的框架对于提高 ECC 组织设置在正常和中断情况下的性能都非常有价值。