In the event of a pandemic, how would can government departments fulfil its duty of service to the citizenry and businesses that operate in the country? This Nortel paper describes options available for organizations that use communication extensively to fulfil customer service needs. With the current Influenza A H1N1 pandemic looming across most parts of the world, it offers workable insights into how organizations can continue to serve customers even as restrictions to travel stand between companies and their customers.

Most governments operate a contact center number from which to dispense emergency services. Originally built to direct fire department, law enforcement or ambulatory services, the number has seen a rise in non-emergency calls or problems such reporting potholes, traffic light malfunctions, burst water mains and litter. These non-emergency calls are straining the staff manning the emergency contact centers. This Genesys paper looks at the advantages of setting up a non-emergency to handle. It has been proven to improve citizen service, and better manage costs and budgets. While originally designed to deflect non-emergency calls away from an overburdened emergency police, medical and fire call center, the same contact center can serve as a backup for emergency call centers during major emergencies.