1. Fire & Emergency Services Administration Chapter 6 Customer Service

2. Fire & Emergency Services Administration Justification for Government Intervention Because fire departments are a monopoly, government oversight provides the independent direction to protect the citizen (customer). Fortunately, most FES organizations are dedicated to community service.

3. Fire & Emergency Services Administration Public Preference Surveys Typically used in the business world to ascertain customers’ needs and preferences. For surveys to be meaningful, the persons completing them must have some idea of what constitutes quality services or products. Surveys have a limited use in fire and emergency services because the general public has very little knowledge in this area.

4. Fire & Emergency Services Administration Expanded Services Primary areas to focus on when planning customer service efforts –Fire suppression –EMS –Technical rescue service –Major disaster mitigation and recovery –Prevention and education

5. Fire & Emergency Services Administration Fire Suppression: Response Time (Page 1 of 2) Benchmark for quality customer service; “on time” now defined by the NFPA 1710 standard. Different response time standards –Typically, there are longer response times in rural areas. –Areas with few residents will not be able to afford the taxes for the shorter response times.

6. Fire & Emergency Services Administration Response Time (Page 2 of 2) Because fire grows exponentially, the sooner units arrive, the better the outcome and customer service. Faster response times equate to more fire stations and higher costs. –Because of these two conflicting impacts, a response time based on national fire standards can provide a balanced solution.

7. Fire & Emergency Services Administration Fire Prevention There is probably no better way to provide customer service than to save lives and prevent property destruction. This is customer service at its most efficient level—acting before a true emergency has started.

8. Fire & Emergency Services Administration Home Fire Sprinkler Systems May be the ultimate customer service for fire safety because they will eliminate most fire deaths. Recommended over smoke alarms. At the present time, only about 1% of new homes have them installed. Recently, fire safety code requirements for home fire sprinklers have been accepted into NFPA codes. May help convince local and state governments to adopt requirements for home fire sprinklers.

9. Fire & Emergency Services Administration Fire Safety Inspections There are many advantages to these inspections. –Identify and eliminate fire hazards –Great time to interact with and educate the customers (who are also voters and may be very influential business leaders) –Gather information that can be used in a pre-fire plan

10. Fire & Emergency Services Administration Enforcement of Fire Safety Codes Enforcement is a system of several steps as follows. –Code adoption –Plan review –New construction inspections –Maintenance fire inspections When presenting correction orders, be amiable and professional to avoid alienating the owner or occupant.

11. Fire & Emergency Services Administration Home Inspection Programs All fire and building codes contain requirements for safety items in homes. Because of political realities and expectations of privacy, most home inspections are done on a voluntary basis (except new construction). It is common for inspections of existing homes to be focused more on fire safety education than on enforcement. Remember, the home is where most people (customers) die in fires.

12. Fire & Emergency Services Administration Preventive Medicine Similar to the fire safety problem, medical problems can be prevented in many cases. FES members can provide screening and education for customers.

13. Fire & Emergency Services Administration Services for Victims The following are services that the FES members should be able to provide: –Temporary lodging –Emergency food and clothing –Transportation –Notification of relatives and friends –Contacting Red Cross and Salvation Army –Temporary pet services –Contacting insurance companies –Securing the building