OL visit

Have you ever dialled a 999 call? Do you know how the call comes into process?

This Tuesday, we went to visit the Information Technology Management Unit (ITMU) of theHong Kong Fire Services Department. I know more about the IT process of the incoming calls towards 999 centre. Everything done in the Fire Services Department is relied on the resources problem. Generally, we always hear something like "There are limited resources but unlimited wants." in the economics sense. That's why the Fire Station Department gets this problem too. Insufficient ambulance is the main problem. So how does the Fire Services Department solve this existing problem?

Nowadays, we came from the machine/industrial era to the technology/information era. During the visit, I discovered there is technological advancement in the ITMU. When I was at a young age, I just guessed there was a person waiting for the emergency call. So my parents tell me, "Children can't dial 999 call playfully." It's no doubt that there were man-kind works in the department. But now, almost everything is processed by the awesome Information Systems! The resource-allowcation problem (mentioned in the previous paragraph) can also be handled by this set of systems. Operations are done automatically after operators pressing which buttons on the systems. Information systems give out a function which provide recommendations on which fire station(s) can be assigned or any other arrangement. The automatic call-out system is really powerful when you know it can calculate out which is the best route to the scene in JUST 2 MINUTES. Calls are sent to the fire stations immediately no matter where they are located and ambulance is called to be on-duty.

Under the mentofacturing atmosphere, work will require strong cognitive skills. Operators are required to make immediate responses to emergency cases. Sometimes, they need to change their decisions according to the situation. And operators are trained for 3 months before they are allowed to handle real cases. Beside, I remember Mr.Ng said the wireless phone system has been used for almost 10 years; they would like to change the system if there is any budget. It's not difficult to see the the ITMU of the Fire Services Department is willing to change and changing to improve.

For the operators, their behaviors are governed by rules to derive collective actions which is a kind of collecive knowledge of this non-profit organization. When they are not in the seat, they need to press an "Away" button. If they are always "away", they may need to explain to their heads if necessary. Operators embrace the desired behavior into their daily work, these are the mutual knowledge or common sense between the operators and the ITMU.


In either profit-making organizations or government departments, organizational learning plays the main role now.