Simulation-based evaluation of traffic management strategies at SOS Alarm
2016 (English)Conference paper, Presentation (Other academic)
The Swedish emergency call center (SOS Alarm) has recently struggled in fulfilling the stakeholder requirements regarding service levels. One of the effects in their improvement efforts is this funded PhD project with the overall aim to provide better knowledge regarding the queueing system and the effects of implementing different queuing strategies. The idea is to achieve better resource efficiency and a more even distributed workload on the operators and the objective of this study is to analyze the effects of implementing a routing setting where calls is routed between different catchment areas if not answered within a threshold value. The method is discrete event simulation due the complexity of introducing multi-classes and routing in analytical approaches. Simulation allows detailed modeling and experimental tests of system configurations without exposing citizens to unnecessary risks. So far the results from the simulation has shown to better replicate the real-life situation and is therefore superior to the analytical approaches, such as the widely used Erlang-C, in predicting system performance. The project has so far stipulated statistical evidential guidelines of different routing strategies. The designed simulation model has been validated and will be further evaluated and tested in the daily operations at SOS Alarm.
Place, publisher, year, edition, pages
IdentifiersURN: urn:nbn:se:miun:diva-29523OAI: oai:DiVA.org:miun-29523DiVA: diva2:1055679
Åre Risk Event, 14-16 juni, 2016, Åre