The Control Room at the Singapore Civil Defence Force (SCDF), an emergency services provider and winner of the 2005 Singapore Quality Award, set stretch targets for answering all 995 calls. within 10 seconds. A benchmarking team worked out a plan to achieve the target. In 2002/2003 the Control Room achieved 44% against a target of…

BPIR Categories

1.3.2 Determine & provide customer contact mechanisms
15.2.4 Service performance e.g. quality/delivery/value

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