The Challenge: Navigating Crisis with Limited Visibility
During the peak of the COVID-19 crisis, the City Council launched a dedicated helpline to support the needy, migrant workers, and those living below the poverty line. What began as a lifeline for those in distress quickly became overwhelmed, as the helpline—managed by just 5 to 6 staff members—struggled to handle an onslaught of over 1,000 distress calls daily. With such a high call volume, callers faced long wait times of at least three minutes before reaching a representative—an agonizing delay for those in urgent need of food, medical assistance, or shelter.
Compounding the crisis, the absence of a centralized system made it difficult to track emergency response times, resource deployment, and public service efficiency. Decisions on healthcare logistics, emergency services, and essential supply distribution were often made reactively, rather than through a proactive, data-driven strategy.
As the demand for assistance surged, it became clear that without a scalable, technology-driven solution, the limited staff and manual processes would be unable to meet the city's growing needs. To ensure faster response times, optimized resource allocation, and improved public service delivery, the council urgently needed a more efficient, automated approach to crisis management.
