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.
b b b b b b 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.
b b b b b b b 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.
b b b b b b b b 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.
