Abstract:
This dissertation presents a consistent problem of high volume prank calls, which constrain effective delivery of emergency services. The problem has led to the examination of the level of public awareness of emergency services, the level of preparedness of emergency services inensuring information sharing is well achieved and strategies in place to address the problem. Fundamental issues examined in the dissertation are: 1) knowledge and use of emergency and non-emergency numbers by member of the public, 2) understanding the need for assistance, 3)quality engagement between callers and operators and,4) the level ofpublic trust and confidence in emergency services. The second issue examined is on preparedness where issues like: 1) response time, 2) state of call center abuse and measures to solve the challenge, 3) sharing of electronic informationamong stakeholders, and 4) agency collaboration among others. Analysis was made from unstructured interviewsconducted with experienced persons in call center operations and others with expertise in Information and communication Technologies (ICTs).The methodology used a qualitative approach where document analysis, interviews, questionnaires and observation were used as data collection methods and a descriptive and analytic approach was used. The findings from this study shall be useful and necessary for establishing laws and regulations for emergency services, which shall serve to ensure increased responsibility and accountability by users, and help influence standards which have to be met by telecom companies to enable modernizing emergency call centers, whichinclude support for location based services, supporting multimedia and mobile applications for emergency reporting e.g., text based messages, pictures, video and audio among others. The key requirements for having effective emergency services were also highlighted. The key recommendations made include improving public awareness through public awareness campaigns, establishing a national emergency services coordination mechanism to include formally other actors like volunteers in the health domain, public safety and local leadership who at the village level make a formidable force whichcan as well support response to emergencies. An emergency services academy has also been proposed to address the challenge of lack of skills in emergency services.
