First, the service that AT&T will be providing is referred to as "Locate Before
Route". It will provide a quick, more precise, GPS location to first responders,
as well as direct 9-1-1 calls to the closest call center. This allows first responders
to get to the emergency much quicker. This service will be available to all
AT&T cellular customers and is included in the cellular service package at no
additional charge to their cellular bills.
i i i i i i It will be most important to gain feedback from the first responders and call
centers that have had calls directed to them from the "Locate before Route"
technology being used. Their feedback is most important in determining if the
information provided by the technology is accurate and does it, in fact, make a
difference when responding to emergencies. Have they noticed the traveling
distance decreasing on certain calls? To obtain this information, it would be best
to have a representative of AT&T have a one-on-one conversation with those
who have the statistics on calls and can differentiate between calls coming from
AT&T-specific customers.
i i i i i i i Feedback will be collected from the 9-1-1 callers. A good way to collect this
feedback is to send out a mass text message in a survey form. Providing an
incentive to their customers will increase the response rate. An example would
include providing a free cell phone accessory for those who respond to the
survey, or, providing a month of free streaming service, etc.
i i i i i i i i Internal feedback will provide information on how well the marketing team
is communicating the need for the 'Locate before Route' technology to current
AT&T customers as well as attracting new subscribers. Is the marketing
successful in communicating the benefits of having this service available? Also,
is the company seeing an increase in subscribers?
All avenues of feedback will contribute in measuring the success of the new
service and help determine if any changes need to be made.
