Excellence in Technology Real-time Operational Analytics for Grade of Service in NSW Ambulance Control Centres and Virtual Clinical Care Centre

NSW Ambulance

Team: Arun Pal, Stephanie Wood

The business need was to implement a real-time operational intelligence solution to help operational decision making and aid in outlier analysis across the vast and diverse NSW Ambulance service.

The executives were eager to build real-time dashboards which would help operational managers to monitor Key Performance Indices (KPIs) for the NSW Ambulance Control Centres and the Virtual Clinical Care Centre (VCCC). This was done through engagement of stakeholders in control centres, understanding the business needs and processes, onboarding relevant real-time data from the computer aided dispatch systems, and iterative development and release cycles with our solution development partners. The choice of platform - Splunk - was made on its ability to ingest high volumes of transactions and system logs, run high-performance complex queries on a large dataset in real time, and speed to develop dashboards.

The team achieved the goals set out and delivered the capability through multiple dashboards targeted at different user groups focussing on their relevant KPIs and making apparent any degradation of service levels to advise necessary actions throughout the day. The dashboards were adopted into operations and continue to play a critical role in executive decision support. A product management methodology was also put in place for continuous improvement of the solution, to expand the KPIs being reported, and explore novel use cases with existing and new datasets.