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-Niek Wijngaards

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Continuous Improvement

The Flexible KPIs as a tactical aid for emergency services The NEXES Flexible KPIs are suitable for measuring the impact of total conversation (NGES) on emergency services in Europe and beyond, taking into account the individual differences among emergency services. The Flexible KPIs support planning and roadmap activities by providing insight in progress achieved, and allowing retro-active re-evaluation. Read More

A public playing field

Pragmatic exploitation and availability The Flexible KPIs are likely to be most useful when they reside in the public domain. This ensures that all parties can access and make use of the Flexible KPIs; there is no danger of ‘vendor-lock-in’ or other restrictive structures that inhibit the ability of emergency services to engage with these Flexible KPIs in their change-processes. The objective being: the ‘users’ of the Flexible KPIs must be able to use the Flexible KPIs freely, and furthermore be able to update, modify, extend etc. the Flexible KPIs. This assures that the Flexible KPIs are usable over a long period of time. Read More

Playing the ‘what-if’ game

Monitoring & Planning with Flexible KPIs Given the multi-stakeholder context of emergency services, the evaluation of NGES performance must accommodate multiple stakeholders and their possibly different priorities on (part of) NGES performance. The evaluation framework provides a new perspective that reflects the technological possibilities that have become real or already materialised and that can be put into use to increase the safety and security of citizens, make the respective needs and the services provided better meet each other and, thus, increase the professionalism, efficiency and effectiveness of emergency response organisations. Read More

Flexible KPIs

Assuring fair, respectful and motivating evaluation The performance evaluation of Next-Generation Emergency Services (NGES) is based on the NEXES Flexible Key Performance Indicators (Flexible KPIs). These Flexible KPIs have been engineered for a socio-technical evaluation of NGES performance, fitting to the emergency services’ major business processes while being customisable for each individual emergency service organisation. The structured approach supports both one-time evaluation and frequent (re)evaluations of current and historical data suitable for monitoring and (re)planning). Read More

‘Comparing Apples and Oranges’

The evaluation setting With Flexible KPIs it is possible to compare apples and oranges which translates into the NEXES context as: Emergency services (ES) are very different yet need support to adopt Next-Generation Emergency Services (NGES) capabilities. The NEXES Research and Innovation Action aims to facilitate this adoption process by providing reference technology implementations. The adoption of NGES technology is further supported by an evaluation framework for NGES performance and recommendations on adoption of NGES capabilities. Read More

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