{"id":378,"date":"2018-03-08T12:16:24","date_gmt":"2018-03-08T12:16:24","guid":{"rendered":"http:\/\/innovativedk.wpengine.com\/?p=378"},"modified":"2020-11-03T19:42:54","modified_gmt":"2020-11-03T19:42:54","slug":"oget-automatisering-af-ism-hos-vestsjaellands-brandvaesen-betyder-mindre-bemanding-af-vagtcentralen","status":"publish","type":"post","link":"https:\/\/www.innovative.dk\/da\/newsevents\/oget-automatisering-af-ism-hos-vestsjaellands-brandvaesen-betyder-mindre-bemanding-af-vagtcentralen\/","title":{"rendered":"\u00d8get automatisering af ISM hos Vestsj\u00e6llands Brandv\u00e6sen betyder mindre bemanding af vagtcentralen"},"content":{"rendered":"

I forbindelse med etableringen i 2016 blev alarmmodtagelsen for de fem ejer kommuner samlet hos Vestsj\u00e6llands Brandv\u00e6sen (VSBV). Sammenlagt betjener vagtcentralen hos VSBV 3.600 alarmer, fordelt p\u00e5 de traditionelle alarmtyper (dvs. ABA, 112 tyveri, n\u00f8dkald osv.).<\/p>\r\n

N\u00f8dkald fra ejerkommunernes \u00e6ldre borgere er en stor del af vagtcentralens opgaveportef\u00f8lje, og udg\u00f8r ca. 2.600 af det samlede antal alarmer. N\u00f8dkaldene aktiveres i gennemsnit 700 gange i d\u00f8gnet, og udg\u00f8r derfor en v\u00e6sentlig del af opgaveportef\u00f8ljen, som skal overv\u00e5ges og modtages d\u00f8gnet rundt.<\/p>\r\n

Automatiseret h\u00e5ndtering af n\u00f8dkald <\/strong><\/p>\r\n

VSBV udnytter Innovative Security Manager\u2122 (ISM) til fulde, og anvender blandt andet automatisk modtagelse og viderestilling af alle 700 daglige n\u00f8dkald. Det betyder, at alle n\u00f8dkald viderestilles direkte til de relevante hjemmeplejeres mobiltelefoner.<\/p>\r\n

Udover at vagtcentraloperat\u00f8ren kan fokusere p\u00e5 de mere beredskabsm\u00e6ssige opgaver uden afbrydelser, betyder det ogs\u00e5, at vagtcentralen kan varetage sine opgaver med f\u00e6rre operat\u00f8rer. S\u00e5ledes er VSBV i dag bemandet med blot en enkelt operat\u00f8r, som varetager samtlige af beredskabets alarmmodtagelsesopgaver, herunder overv\u00e5gning af ejerkommuners samlede antal af alarmer og n\u00f8dkald.<\/p>\r\n

Lang r\u00e6kke af fordele <\/strong><\/p>\r\n

Hos VSBV sikrer ISM, at tiden udnyttes optimalt i besvarelsen af n\u00f8dkaldene. Besvarelse af og respons p\u00e5 n\u00f8dkaldet varetages nemlig af ISM ved automatisk viderestilling af opkald til den relevante hjemmepleje, som modtager opkaldet p\u00e5 sin telefon. Dermed beh\u00f8ver operat\u00f8ren ikke at skulle besvare disse opkald blandt sine mange andre opgaver.<\/p>\r\n

N\u00f8dkald er et vigtigt omr\u00e5de og det er n\u00f8dvendigt at sikre en korrekt h\u00e5ndtering hver gang. Et n\u00f8dkald kan variere fra trivielle rutineopgaver til livstruende opkald. N\u00f8dkald er traditionelt set et omr\u00e5de af alarmmodtagelse, som betyder en v\u00e6sentlig arbejdsm\u00e6ssig byrde for vagtcentralerne. I mods\u00e6tning til de automatiserede alarmgivere, som klares med et par klik, er der her tale om oftest \u00e6ldre borgere, hvor behovene kan v\u00e6re meget forskellige, og variere fra assistance omkring hygiejne til livstruende situationer.<\/p>\r\n

Uagtet situationen har n\u00f8dkaldskunden krav p\u00e5 en hurtig og effektiv assistance, og med automatiseringen af ISM, sikres bedre service overfor borgeren. Hvor borgeren traditionelt skal tale med en vagtcentral operat\u00f8r, som skal viderestille n\u00f8dkaldet til en hjemmepleje, tales der nu direkte med hjemmeplejeren, som kan hj\u00e6lpe eller bes\u00f8ge den \u00e6ldre borger.<\/p>\r\n

I tilf\u00e6lde af at ingen hjemmeplejere besvarer n\u00f8dkaldet, sendes dette automatisk i bagvagt p\u00e5 vagtcentralen, hvor det besvares af vagtcentral operat\u00f8ren. Et hurtigt kig i ISM rapportmodulet for de forgange m\u00e5neder viser, at ca. to procent af de daglige 700 n\u00f8dkald g\u00e5r i bagvagt p\u00e5 vagtcentralen.<\/p>\r\n

P\u00e5 den d\u00f8gnbemandede vagtcentral i Kalundborg estimerer VSBV, at deres m\u00e5de at h\u00e5ndtere n\u00f8dkald p\u00e5, betyder en besparelse p\u00e5 minimum en operat\u00f8rplads (24\/7) p\u00e5 vagtcentralen – med andre ord en besparelse i omegnen af tre fuldtidsstillinger til alarmmodtagelse.<\/p>\r\n

Funktionaliteten bag <\/strong><\/p>\r\n

VSBV Vagtcentralen i Kalundborg k\u00f8rer p\u00e5 den seneste version af ISM V3.0, og har VoIP (via 3CX PBX) installeret. ISM genererer p\u00e5 baggrund af g\u00e6ldende vagtskemaer de \u201dkaldelister\u201d som VoIP-softwaren skal benytte ved opkald til hjemmeplejere. Det hele h\u00e5ndteres af autoinstrukser i ISM, som automatisk p\u00e5begynder udg\u00e5ende opkald ved modtagelse af en alarm fra et n\u00f8dkald.<\/p>\r\n

Driften varetages i samarbejde med Midt og Sydsj\u00e6llands Brand og Redning (MSBR). Denne l\u00f8sning blev valgt af \u00f8konomiske s\u00e5vel som IT- driftsm\u00e6ssige grunde. Det betyder, at VSBV i dag kan fokusere p\u00e5 vagtcentralens kerneomr\u00e5de – nemlig at tilbyde service i form af at modtage alarmer.<\/p>\r\n

For mere information om Innovative Security Manager\u2122 og mulighederne for din vagtcentral eller forretning kontakt os<\/a>.
\r\n
\r\n Om Vestsj\u00e6llands Brandv\u00e6sen <\/strong><\/em>\r\n<\/p>\r\n

Vestsj\u00e6llands Brandv\u00e6sen (VSBV) varetager brand og redning for Kalundborg, Odsherred, Sor\u00f8, Lejre og Holb\u00e6k. I forbindelse med beredskabssammenl\u00e6gningen pr. 1\/1 2016 blev det besluttet at etablere en samlet vagtcentral for beredskabet i Kalundborg, og idet flere af kommunerne i forvejen benyttede Innovative Security Manager\u2122 (ISM) p\u00e5 vagtcentralerne, var det et naturligt valg at basere den nye vagtcentral p\u00e5 ISM. VSBV etablerede samtidigt et samarbejde med Midt og Sydsj\u00e6llands Brand og Redning (MSBR) omkring den IT-m\u00e6ssige del af vagtcentralen, hvor alle servere er placeret i N\u00e6stved hos MSBR.<\/em><\/p>\r\n

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