HELP REQUEST TICKETING & VOLUNTEER MATCHMAKING

WHAT IS IT ABOUT

For COVID-19 response NLRC is offering two remote ways to request help. 1: The Helpline: NLRC wants to ensure that people affected can call in to simply talk to someone or to arrange for the help they might require. 2: The “Let een beetje op elkaar” campaign: allows a person to fill in a digital form, to request help either for themselves or for a family member or neighbour who they are concerned about.

Before these services started, the NLRC call centre that runs the helpline had a manual way to allocate the request directly to the DAC. The DAC had a list of volunteers to call to ask to carry out the help request (without knowledge of their proximity). The IM DATA TEAM worked together to to allow for a much smoother & faster response for all stakeholders by implementing the following.

1: Help request ticketing: that automatically matched the Help request to the nearest DAC

2: Volunteer Matchmaking: that identifies the volunteers nearest to the person requesting help

1:HELP REQUEST TICKETING

WHAT THE IM DATA TEAM DID

Using Freshdesk we implemented an automatic ticketing system that matches the person requesting help to the nearest DAC. We also worked on ensuring this data flows into the DIMS so as to give real time understanding of the requests and response services through visualised in a dashboard.

WHAT IS ONGOING 

Further digitisation and optimization of the helpline. Among other things by linking to an online platform for supply and demand. With the aim of relieving the primary process, so that our volunteers can help as many very vulnerable people as possible, in addition to people with smaller needs.

2:VOLUNTEER MATCHMAKING

WHAT THE IM DATA TEAM DID

We created a web app with a data responsible smart search algorithm that searches for both “ready2help” & Red Cross volunteers who live close to a person requesting help. The app auto matches to shows the 10 nearest volunteers to the persons requesting post code. DAC can then contact the nearest volunteers directly, by phone or email depending on the urgency to set up a clear task with the volunteer.

WHAT IS ONGOING 

Other Red Cross associations that have a volunteer database, we want to offer to help set up an algorithm to also mobilise volunteers based on proximity so that person in need can get help as fast and as efficiently as possible.

Understanding the availability of the nearest volunteers is the next logical functionality that we would want to add.

WHAT ARE THE CHALLENGES

Creating a ticketing & match making service using personal information such as home addresses, gender and age requires that both GDPR and the 510 Data Responsibility policy is applied. The IM DATA team focused on implementing strict measures whilst understanding the challenges faced in field. We are compiling the best practices and soon you can read more here on how we did this here.

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