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O modelo de funcionamento do serviço 112 em Portugal: melhorias, desenvolvimento e inovação
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Advisor(s)
Abstract(s)
O presente trabalho teve como objetivo analisar a pertinência, aplicabilidade e
principais benefícios das novas tecnologias adaptadas ao atendimento de emergência, no
sentido de otimizar e contribuir para a gestão das chamadas e das ocorrências recebidas via
112, bem como analisar a componente formativa que pode ser usada para melhorar a
performance do efetivo que trabalha no 112, atribuindo-lhes maior e melhor capacidade
para executar a sua tarefa. No campo das tecnologias constatámos que a Inteligência
Artificial poderá ter um papel preponderante sobretudo nos eventos espontâneos e que
geram um elevado número de chamadas 112, trabalhando como complemento do
atendimento dos Operadores 112 e/ou como um assistente no atendimento enquanto
auxiliar de tomada de decisão e tradutor simultâneo. No que concerne à formação,
elencámos vários tópicos que considerámos importantes tais como a gestão e atendimento
da chamada, as línguas, o conhecimento do território, a gestão do stress, o treino e
formação on-the-job o e o recurso a uma plataforma de e-learning que permita uma
formação inicial e contínua. Concluiu-se pela pertinência da utilização destas tecnologias
(começando por um projeto-piloto) e pela definição de um plano de formação com base
nos tópicos elencados.
The present work aimed to analyze the relevance, applicability and main benefits of new technologies adapted to emergency answering, in order to optimize and contribute to the management of calls and occurrences received 112, as well as analyze the formative component that can be used to improve the performance of the staff working in 112, assigning them greater and better ability to perform their task. In the field of technologies, we have found that Artificial Intelligence can play a major role especially in spontaneous events that generate a higher number of 112 calls, working as a complement to the service of Operators 112 and /or as a decision-making assistant and simultaneous translator. Regarding the training, we have listed several topics that we considered important such as call management and answering, languages, knowledge of the territory, stress management, on-the-job training and the use of an e-learning platform that allows initial and continuous training. It was concluded by the relevance of the use of these technologies (starting with a pilot project) and by the definition of a training plan based on the topics listed.
The present work aimed to analyze the relevance, applicability and main benefits of new technologies adapted to emergency answering, in order to optimize and contribute to the management of calls and occurrences received 112, as well as analyze the formative component that can be used to improve the performance of the staff working in 112, assigning them greater and better ability to perform their task. In the field of technologies, we have found that Artificial Intelligence can play a major role especially in spontaneous events that generate a higher number of 112 calls, working as a complement to the service of Operators 112 and /or as a decision-making assistant and simultaneous translator. Regarding the training, we have listed several topics that we considered important such as call management and answering, languages, knowledge of the territory, stress management, on-the-job training and the use of an e-learning platform that allows initial and continuous training. It was concluded by the relevance of the use of these technologies (starting with a pilot project) and by the definition of a training plan based on the topics listed.
Description
Keywords
Tecnologia; Inteligência Artificial; Formação; Performance; 112, Technology; Artificial Intelligence; Training; Performance