112 acil çağrı merkezlerinin etkinliğinin artırılabilmesi için geliştirilen stratejilerin ÇKKV yöntemleri ile değerlendirilmesi
Evaluation of strategies developed to increase the efficiency of 112 emergency call centers using MCDM methods
- Tez No: 993443
- Danışmanlar: DOÇ. DR. ÖMER EKMEKCİOĞLU
- Tez Türü: Yüksek Lisans
- Konular: İlk ve Acil Yardım, Bilim ve Teknoloji, Kamu Yönetimi, Emergency and First Aid, Science and Technology, Public Administration
- Anahtar Kelimeler: Belirtilmemiş.
- Yıl: 2025
- Dil: Türkçe
- Üniversite: İstanbul Teknik Üniversitesi
- Enstitü: Lisansüstü Eğitim Enstitüsü
- Ana Bilim Dalı: Afet ve Acil Durum Yönetimi Ana Bilim Dalı (disiplinlerarası)
- Bilim Dalı: Afet Yönetimi Bilim Dalı
- Sayfa Sayısı: Belirtilmemiş.
Özet
112 Acil Çağrı Merkezleri, acil durum ve afetlerde olayların ve müdahale ekiplerinin koordinasyonu ve komutasında önemli bir noktada yer almaktadır. Ülkemizde 112 Tek Acil Çağrı Numara sistemine geçilmeden önce; 155, 177, 112, 110 gibi çeşitli numaralar kullanılarak acil durumlar ve afetler için yardım talebinde bulunulmaktaydı. Fakat acil yardım hatlarının çok fazla sayıda ve çeşitte olması; ivedi olarak yapılması gereken müdahalelerde gecikmeye sebebiyet veriyor ayrıca kaynak yönetiminde de sorunlara yol açıyordu. Bu sebeplerden dolayı“112”numarası ülkemizde tek acil yardım hattı olarak belirlenmiş ve acil durum ve afetlere müdahale eden ekipler 112 Acil Çağrı Merkezi çatısı altında toplanmıştır. Gelişen teknoloji ve artan nüfus ile birlikte ülkemizde ve dünyada afetlerin ve acil durumların yönetilebilirliğinde yaşanan sorunlar çeşitlenmiş ve sayıca artmışttır. Diğer acil durum ve afet yönetiminde görev alan kurum ve kuruluşlar gibi 112 Acil Çağrı Merkezlerinde de bu sorunlarla baş edebilme ihtiyacı doğmuş ve araştırma ve geliştime çalışmaları ön plana çıkmaktadır. Ayrıca yapılacak olan her bir çalışma da iş sürekliliği açısından önemlidir. Bu tez çalışmasında yapılan sistematik literatür taraması sonucunda 5 kriter ve 25 strateji; 112 Acil Çağrı Merkezlerinin etkinliğini artırmak amacıyla değerlendirilmiştir. Bu değerlendirme yapılırken çok kriterli karar verme yöntemlerinden olan; Analitik Hiyerarşi Süreci ve İdeal Çözüme Benzerliğe Göre Tercih Sıralaması (TOPSIS) Yaklaşımından yararlanılmıştır. Analitik Hiyerarşi Süreci ile kriterlerin stratejilerin değerlendirmelerindeki etkileri (önem dereceleri) belirlenmiştir. İlgili kriterler (Gereken Zaman, Gereken Maliyet, Ölçeklenebilirlik, Mevzuata Uyum, Toplum/Çalışan Kabulü) arasından uzman değerlendirmelerinin geometrik ortalaması hesaplandığında, stratejinin hayata geçirilmesi için“Gereken Zaman”ve“Gereken Maliyet”en önemli olarak elde edilirken onları sırasıyla“Ölçeklenebilirlik”,“Toplum/Çalışan Kabulü”“Mevzuata Uyum”takip etmiştir. Ayrıca tez kapsamında TOPSIS yöntemi ile ilgili 5 kritere göre 25 stratejinin ideale yakınlık mesafesi değerlendirilmiştir. Matematiksel analizler sonucu pozitif ideale en yakın ve dolayısıyla uygulanması en uygun strateji“S2: Büyük veri analitiği ve konum tabanlı hizmetlerle etkili vaka raporlama çerçevesi oluşturulması”olarak bulunmuştur. Sonuç olarak; 112 Acil Çağrı Merkezlerinin etkinliğini artırabilmek için uygulanabilir stratejilerin gereken zaman ve gereken maliyet açısından dikkatli bir şekilde değerlendirilmesi gerektiği ve en az öneme sahip kriterin mevzuata uygunluk olduğu görülmüştür. Ayrıca kriterlerin idealleri göz önüne alınarak; stratejilerin bu ideallere yakınlığı düşünüldüğünde ise büyük veri analitiği ve konum tabanlı hizmetlerle etkili raporlama çerçevesinin oluşturulması; 112 Acil Çağrı Merkezi hizmetlerine değerli bir katkı sunarken uygulanmasının az bir zaman ve düşük bir maliyet gerektirmesi de bu sonucun elde edilmesine katkı sağlamıştır.
Özet (Çeviri)
With the increase in population and the strengthening of the capitalist system in the 21st century, a wide variety of disasters and emergency situations have emerged, making their management increasingly challenging. For this reason, contemporary individuals, communities, institutions, and organizations are required to exert greater effort to cope with emergencies and disasters. In addition, international cooperation and collaborative efforts have gained importance. One such initiative is the INFORM forum, led by the European Commission's Joint Research Centre. INFORM is a platform aimed at supporting decision-making processes related to humanitarian crises and disasters. It conducts studies in collaboration with various stakeholders in areas such as Risk, Warning, Violence, and Climate Change. Focusing specifically on INFORM Risk studies, the commission calculates a risk index for 191 countries based on three dimensions:“Hazard & Exposure,”“Vulnerability,”and“Lack of Coping Capacity.”In this ranking, Türkiye is placed 36th and is classified within the“High”risk category. From the perspective of hazard and exposure, it is particularly important to highlight natural hazards affecting Türkiye, especially earthquakes, which have an extremely high index value of 9.3. Furthermore, according to data from The Emergency Events Database (EM-DAT), developed by The Centre for Research on the Epidemiology of Disasters (CRED), which systematically and regularly records disaster-related data worldwide, 207 disasters occurred in Türkiye between 2000 and 2025. One of these disasters was the consecutive earthquakes centered in Pazarcık and Elbistan districts of Kahramanmaraş on February 6, 2023, which severely affected the eastern regions of Türkiye. On February 6, 2023, at 04:17 local time, an earthquake of magnitude Mw 7.7 occurred with its epicenter in the Pazarcık district of Kahramanmaraş. This was followed by a second earthquake of magnitude Mw 7.6 at 13:24, with its epicenter in the Elbistan district. The severe loss of life and property experienced during these events has reminded us of the necessity of addressing the reality of earthquakes with utmost seriousness. In this context, it is essential to increase the resilience of institutions and organizations involved in emergency and disaster response, while also strengthening coordination and cooperation among them. One such institution is the 112 Emergency Call Centers, which operate under the authority of Provincial Governorships. The command and control interface for all incidents, emergencies, and disasters is provided by the 112 Emergency Call Centers. Therefore, reducing vulnerability and enhancing resilience against disasters in Türkiye is of critical importance. The aim of this thesis is to develop strategies to increase the effectiveness of 112 Emergency Call Centers, which play a vital role in emergency and disaster response. These centers occupy a central position in the coordination and command of incidents and response teams during emergencies and disasters. Prior to the transition to the single 112 Emergency Call Number system in Türkiye, emergency assistance requests were made through multiple numbers such as 155, 177, 112, and 110. However, the existence of numerous and diverse emergency lines caused delays in urgent interventions and led to problems in resource management. For these reasons, the number“112”was designated as the single emergency call line in Türkiye, and all response teams involved in emergencies and disasters were consolidated under the umbrella of the 112 Emergency Call Centers. With advancing technology and increasing population, the challenges encountered in managing emergencies and disasters have diversified and intensified both in Türkiye and globally. Similar to other institutions involved in emergency and disaster management, 112 Emergency Call Centers have also faced the need to cope with these challenges, bringing research and development efforts to the forefront. Moreover, each study conducted in this field is significant in terms of business continuity. As a result of a systematic review of the seismic literature conducted in this thesis, five criteria and twenty-five strategies were evaluated with the aim of enhancing the effectiveness of 112 Emergency Call Centers. In this evaluation, Multi-Criteria Decision-Making (MCDM) methods namely the Analytic Hierarchy Process (AHP) and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) were utilized. The reason for employing MCDM methods lies in the complexity of the decision-making process and the presence of numerous and diverse factors. Since decisions in disaster management must be made within a short time frame while considering multiple variables, MCDM methods facilitate decision-making and help reduce error rates. First, the Analytic Hierarchy Process was used to weight the relative importance of five criteria identified through the literature review as influencing the effectiveness of 112 Emergency Call Centers: Required Time, Required Cost, Scalability, Regulatory Compliance, and Public/Employee Acceptance. When these criteria were ranked based on their geometric mean values,“Required Time”and“Required Cost”were found to have equal influence on the strategies, each with a weight of 29%. The second most important criterion was“Scalability,”with a weight of 19%. This was followed by“Public/Employee Acceptance”with 12%, while the least important criterion was“Regulatory Compliance,”with a weight of 11%. The prominence of the required time criterion reflects the fact that response speed is one of the fundamental determinants of service quality in 112 Emergency Call Center systems. Especially in cases with life-saving potential, system deployment time, integration speed, and operational duration are considered critical performance indicators. Accordingly, solutions that can be implemented quickly and yield rapid results are perceived as more rational and preferable by decision-makers. The identification of required cost as the second most important factor highlights managerial obligations related to the efficient and accountable use of public resources. In national-scale systems such as 112 Emergency Call Centers, infrastructure investments, maintenance costs, licensing fees, and human resource expenses can create substantial budgetary requirements. Therefore, low installation costs, sustainable operating expenses, and scalable investment plans play a decisive role in the decision-making process. The fact that these two criteria share the highest priority demonstrates an implementation-oriented approach in strategy selection. Consequently, solutions requiring advanced technology but involving long implementation periods and high investment costs may be assigned lower priority. Following the AHP evaluation, the TOPSIS approach was used to rank the strategies according to their similarity to the ideal solution. Prior to applying TOPSIS, it was essential to calculate the criterion weights using AHP. After determining the weight of each criterion, these weights were incorporated into the TOPSIS analysis. Using TOPSIS, the relative closeness of 25 strategies to the ideal solution was evaluated based on five criteria. The TOPSIS method compares the relative distances of evaluated strategies to the Positive Ideal Solution (PIS) and the Negative Ideal Solution (NIS). The objective is to rank strategies such that they are as close as possible to the PIS and as far as possible from the NIS. As a result of the mathematical calculations, the strategy closest to the positive ideal solution was identified as“S2: Establishing an effective case reporting framework through big data analytics and location-based services.”This finding indicates that data-driven decision support mechanisms play a critical role in enhancing the operational effectiveness of 112 Emergency Call Centers. The integration of big data analytics into 112 ECC systems enables real-time processing of high-volume and high-velocity data such as call volume, call types, response times, and case densities, thereby optimizing operational workload balance. The use of location-based services facilitates faster and more accurate identification of incident locations and supports the error-free transmission of case coordinates to field teams. Moreover, the S2 strategy enhances standardization, data integrity, and traceability in case reporting processes, enabling advanced analytical applications such as trend forecasting, risk mapping, and proactive planning through the analysis of historical case data. In addition, this strategy offers advantages in terms of required time, required cost, and scalability, as it can be implemented by improving existing systems, does not require lengthy deployment periods, is cost-effective using current technologies, and possesses a flexible and scalable structure. The second-ranked strategy was“A1: Enabling field teams to track each other's location information,”followed by“S1: Preparing business continuity and extraordinary situation plans based on emergency action scenarios”in third place. The fourth-ranked strategy was“K2: Integrating coaching and mentoring practices into institutional processes,”while the fifth-ranked strategy was“E4: Providing stress management support to ECC personnel and implementing psychological assessment and support programs.”At the bottom of the ranking was“T3: Integrating homes, vehicles, and individuals' health conditions into the 112 ECC system through an IoT-based emergency assistance system,”which was evaluated as having high required time and cost, as well as low scalability, regulatory compliance, and public/employee acceptance. In conclusion, it is recommended to prioritize strategies that are highly applicable in the short term, compliant with regulations, easily accepted by the public and employees, and capable of delivering rapid benefits. In this context, establishing an effective reporting framework through big data analytics and location-based services contributes to faster, more coordinated, and more accurate intervention processes during crises and disasters. Enabling field teams to track each other's locations in real time, updating business continuity plans based on emergency action scenarios, and conducting regular drills will help prevent disruptions in system operations during crises and disasters. The findings indicate that personnel- and process-oriented strategies should be prioritized in the short term, while technology-supported strategies should be addressed within a holistic planning framework in the long term. The results of this study present various strategies for enhancing the effectiveness of 112 Emergency Call Centers. While the AHP method evaluated the extent to which strategies are influenced by different criteria, the TOPSIS method ranked the strategies based on their proximity to the ideal solution. Additionally, by identifying common perspectives among experts from different disciplines, this study has made a significant contribution to the field. The outputs of the thesis are expected to provide a framework for future research and institutional initiatives, and the establishment of a foundational reference in this area is considered particularly valuable.
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