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Characteristics of service requests and service processes of fire and rescue service dispatch centers

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  • Ute Krueger
  • Katja Schimmelpfeng

Abstract

A sufficient staffing level in fire and rescue dispatch centers is crucial for saving lives. Therefore, it is important to estimate the expected workload properly. For this purpose, we analyzed whether a dispatch center can be considered as a call center. Current call center publications very often model call arrivals as a non-homogeneous Poisson process. This bases on the underlying assumption of the caller’s independent decision to call or not to call. In case of an emergency, however, there are often calls from more than one person reporting the same incident and thus, these calls are not independent. Therefore, this paper focuses on the dependency of calls in a fire and rescue dispatch center. We analyzed and evaluated several distributions in this setting. Results are illustrated using real-world data collected from a typical German dispatch center in Cottbus (“Leitstelle Lausitz”). We identified the Pólya distribution as being superior to the Poisson distribution in describing the call arrival rate and the Weibull distribution to be more suitable than the exponential distribution for interarrival times and service times. However, the commonly used distributions offer acceptable approximations. This is important for estimating a sufficient staffing level in practice using, e.g., the Erlang-C model. Copyright Springer Science+Business Media, LLC 2013

Suggested Citation

  • Ute Krueger & Katja Schimmelpfeng, 2013. "Characteristics of service requests and service processes of fire and rescue service dispatch centers," Health Care Management Science, Springer, vol. 16(1), pages 1-13, March.
    • Handle: RePEc:kap:hcarem:v:16:y:2013:i:1:p:1-13
    DOI: 10.1007/s10729-012-9207-x
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    References listed on IDEAS

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    1. Alexopoulos, Christos & Goldsman, David & Fontanesi, John & Kopald, David & Wilson, James R., 2008. "Modeling patient arrivals in community clinics," Omega, Elsevier, vol. 36(1), pages 33-43, February.
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    4. Noah Gans & Ger Koole & Avishai Mandelbaum, 2003. "Telephone Call Centers: Tutorial, Review, and Research Prospects," Manufacturing & Service Operations Management, INFORMS, vol. 5(2), pages 79-141, September.
    5. Ger Koole, 2008. "Introduction to the Special Issue on Call Center Management," Management Science, INFORMS, vol. 54(2), pages 237-237, February.
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    Cited by:

    1. Lara Wiesche & Matthias Schacht & Brigitte Werners, 2017. "Strategies for interday appointment scheduling in primary care," Health Care Management Science, Springer, vol. 20(3), pages 403-418, September.

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