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GDIN
Call Center- Global Disaster Information Network
 The
Global Disaster Information Network (GDIN) is a public-private partnership
with the primary objective of getting the Right Information, to
the Right People, On Time in order to make the Right Decision, so
as to help mitigate and effectively respond to the toll of natural
and man-made disasters around the world.
Currently there is no established mechanism for contacting GDIN
personnel. Most requests are ad hoc pleas for help that eventually
get directed to a resource that may generate an appropriate response.
For example, in the recent past, a local relief agency in the former
Zaire requested satellite imagery of a volcano that had just erupted
and threatened populations. The information in the necessary format
needed to plan a safe evacuation route was not readily available.
Based on a chance call to the US State Department, the GDIN Executive
Director acted as a facilitator and located a provider with an appropriate
satellite sensor (infrared) who could take the raw data from the
satellite and convert it into a black and white image that could
be faxed to those in need of the information in Nairobi and Zaire.
With this information in hand, disaster refugees were able to safely
evacuate the area directly affected.
It is envisioned that a GDIN Information Facilitator contact center
would allow representatives (i.e. agents) to interact with interested
parties when contacted using one of three main communication channels:
traditional telephone, fax, and e-mail.
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GDIN’S BUSINESS NEEDS
In order to formalize the GDIN Information Facilitator function
and establish a disaster response and early warning service,
GDIN needs to implement a state-of-the-art Contact Center
to support the Information Facilitator in disseminating information
related to natural and man-made disasters. Furthermore, such
a Contact Center would also serve as a defined physical/virtual
point of presence for GDIN. In order to provide the most utility
to a wide variety of users, GDIN needs to establish a multi-channel
interaction center capable of handling: phone, fax, e-mail,
and web-based interactions with equal responsiveness.
Overall, the Contact Center should be standards-based and
scaleable to allow for future growth and interoperability
with advancing technology as the disaster response and early
warning system expands to provide more capabilities to more
users over time.
The information and strategies proposed are the result of
deliberations between GDIN’s Executive Director, and
representatives of the Industry Working Group, along with
planning discussions among various representatives to develop
this proposal to support GDIN’s requirements.
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