Assessing the Impact
In a postmortem review of the recent brutal weekend storms, we faced unprecedented challenges in managing the surge of service requests.
Surge in Calls: Coping with a 250% Uplift
The storms resulted in a staggering increase of up to 250% in service calls, with some periods experiencing spikes as high as 400%. Despite mobilizing nearly every available staff member, our staffing capacity only reached 175%, prompting operational strain.
Challenges Faced: Increased Response Times
Residents encountered significant difficulty reaching us during peak times, with average call answering times exceeding 20 minutes—far beyond our usual sub-25-second standard. This heightened demand underscores the critical need for robust contingency plans.
Adapting to Climate Extremes
With weather patterns intensifying, what was once an 18-month occurrence now happens twice a year. This raises the crucial question of sustainable service provision without overstaffing, which could lead to increased costs for clients.
Strategising for Resilience
As we navigate these challenges, strategic planning is key to ensuring consistent service delivery during major events. Our goal is to innovate and adapt, balancing service excellence with operational efficiency in an evolving climate landscape.
