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Technical call centre and remote control room

Technical call centre and remote control room
 


The management of a complex structure such as the Remote Control Centre room is carried out on a 24-hour shift basis, with the staff presence being adjusted according to the workload: increased presence during peak periods (daytime hours) and reduced presence during off-peak periods (night-time hours). This is a management approach based on criteria of efficiency and synergies:

  • In ordinary periods, continuous research, collection and evaluation of events, as well as constant updating of procedures and instructions;
  • In the presence of an event, reconnaissance of activities carried out in the room to retrieve all information useful for diagnosing the event, in order to define or update the scenario and act accordingly;
  • In critical/emergency periods, implementation of procedures/instructions for a rapid and coordinated intervention by the Territorial Operating Units.

In addition, day-to-day operations are centred around shadowing and interchanges to foster the continuous training of personnel, which in professional terms must be aimed at achieving versatility in the various tasks performed in the room.

 

Page updated 8 August 2019

 
 
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