[ad_1]
SVT has participated in Tunshall’s communication with various municipalities. There are several serious shortcomings:
- Long alarm delays – “We talk for many hours.”
- Late information on malfunction. “Why are you waiting 4-5 hours?”
- A patient who becomes ill is “lying down for several hours.”
- Municipal staff have not been able to manage the alarms, with the consequence that “new security alarms cannot be issued.”
- In one case, Tunstall was not sure whether the home care service had been sent to the correct address, but was told that he “will notice it when you get there.”
It also turns out that Tunstall already in the spring tried to introduce a new “customer portal”. But the presentation was postponed five times before finally being frozen. The explanation was that “an important function used by our alarm operators is not working properly”.
“We had technical concerns and made the assessment that it was best to go back to the existing platform,” CEO Johan Lenander said today.
Promised improvement
Before the new update, they promised that everything was tested and ready. “Tunstall has learned from the situation this spring that it did not go well /…/ In the next process, we will ensure that the impact on your business is minimal. “
Still, there were major issues, something that is now explained by the fact that it received more alarms than expected, especially many test alarms and alarm calls with questions that should actually have gone to support.
“Together, these two events had a significant impact on our ability,” says an incident report. About two percent of the alarms must have been affected, which means a total of several hundred alarms because Tunstall handles around 17,000 calls a day.
Anger and frustration
Anger and frustration are expressed from the municipalities. “As you understand, now there is a crisis,” writes a municipal representative.
“I am deeply disappointed that he did not accept criticism of his earlier attempt to change systems before the summer,” writes another. “We are in a crisis situation.”
– It is very sad that this has happened and we are adding all the resources that we can to ensure the operation, says Johan Lenander, who, however, does not want to answer whether they will financially replace the municipalities.
– It is a question between us and the municipalities.
Javascript must be enabled to play videos
SVT does not support playback in your browser. Therefore, we recommend that you switch to another browser.
