0 LAS-2012-by6

0 LAS-2012-by6 - Computer-Aided Dispatch for the London...

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1 Computer-Aided Dispatch for the London Ambulance Service: History of a Software Failure CS 442 Software Engineering II Instructor: Ugo Buy January 12, 2012 2 Computer-Aided Dispatch (CAD) Software system intended to automate ambulance service on behalf of London Ambulance Service (LAS) in city of London, UK Software replacing human operators in early 90’s Operator responsibilities to be fully automated: — Vehicle (ambulance) location and tracking — Vehicle allocation to emergencies — Communication with ambulance crews — Computer map display 3 Acknowledgements • Professor Anthony Finkelstein, University College London, UK — Worked with commission that investigated failure of CAD system — Authored final commission report — Provided materials for this lecture 4 Background information Entirely human-based system before software deployed • Previous attempt at automating system had failed (in 1990) — Software contractor had failed to understand fully the requirements of the system — Litigation between LAS and old contractor was pending — At stake were 7.5 Million British Pounds High pressure from political system and the public to improve quality of service 5 Background information Similar systems deployed at other British towns (e.g., Oxford) deemed inappropriate for expected workload — Significant changes necessary in order to accommodate larger scale of LAS system — Previous contractors unwilling to rework their software — Decision to hire contractor to build new system from scratch No existing software; Arthur Andersen estimated cost of adapting such software at 1.5 million pounds and 19 months 6 Background information • LAS: The largest ambulance system in the world — Service area: about 600 square miles (Compare Chicago area: about 228 square miles) — Service population: 6.8 million people (Chicago: 2.7 M) — Total staff: 2,700 employees — Average load: 5,000 patients carried per day
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2 7 Context Move towards decentralised management and cost centre accounting in British Healthcare (taking funding away from city of London) • Lack of prior investment? Severe resource pressures (time and money) • Political concern over cost effectiveness • Public concern over service quality • Poor labour relations 8 call taking resource mobilisation resource identification resource management dispatch domain dispatch worksystem Manual dispatching: Main components 9 Manual Dispatching: Layout + Workflow resource mobilisation
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0 LAS-2012-by6 - Computer-Aided Dispatch for the London...

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