Civil Protection Department

4 July 2012 - Contact Center's first year

 

• Introduction
• General Statistics
• Statistics of events and emergencies
• Stock of the situation and future developments

Introduction

The Civil Protection Department's Contact Center was created on 4 July 201: the service was actvated to provide information and collect reports on the Department's activities. One year after its establishment, we publish a dossier to tell these 12 months of activities with the most significant data regarding the requests received, especially during civil protection events or emergencies.

One year's requests. The Contact Center has received almost 14,000 requests via toll free number, online form, e-mail, certified e-mail (Pec), fax and regular mail. They had been managed and collected in on IT platform that shows, on the Department's website, their current status, highlighting the ones still open and ones sorted out.
 
Status. As of today, only the 1,70% of requests has not been sorted out The remaining 98,30% has been partially closed in Front Office (86,1%), i.e. with immediate response, and partially in Back Office (12,19%), i.e. after an information research of variable duration. The service is featured by a group of operators for Front Office responses but involves also a network of representatives of the Department's offices and services to sort out the most complex requests; if necessary, they may act in coordination with other boards and administrations.

Channels. The tool free number is most used channel (80,10%) to request primarily information (64,62%) or make reports on civil protection activities (11,64%). After the May 2012 earthquake emergency in Emilia-Romagna, the percentage of people calling to offer goods and services has grown, giving proof of solidarity right after the first shock occurred on 20 May.

The Contact Center in emergency. The Contact Center's regular opening hours are 9 a.m. to 6 p.m.; during crisis or emergency situations the hours may be extended up to a 24-hour coverage. Over the past year, the center has dealth with emergencies in various occasions. First of all, between 22 and 24 September 2011, the NASA's satellilte reentering the Earth: on 23 September 780 people contacted the servie, the maximum peak in one year's activity. One month later, between October and November 2011, the bad weather in North-West Italy: 256 calls on 5 November following Genoa floods. On 25 January 2012 the service was extended for an earthquake shock in Northern Italy and following the cold wave between 20 January and 12 February with a peak of 536 contat on 27 January 2012. At last, during the earthquake emergency in Emilia-Romagna, the Contact Center has been activated on a 24-hour basis many times, with a peak of 585 requests on 29 May.

First anniversary initiatives. The issue of the "Civil Protection" magazine at the end of August will dedicate an in-depth examination to the Contact Center's first year activities, with interviews of those working for the service. The main data have been diffused with a press release together with Formez PA, the agency of the Department of Civil Service with which the Civil Protection Department has started the project, after the experience the of the Citizen's helpdesk in L'Aquila. An internal consultation has been promoted to understand how the service in perceived at the Department and to get the satisfaction degree of representatives.

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