SOTI Report Reveals Emergency Care is Suffering Due to 92% of Global Emergency Service Teams Experiencing Mobile Technology Challenges
April 25 2024 - 4:00AM
Mobile technology and devices are used daily by emergency service
responders – from prevention and preparedness to response and
recovery. However, 92% of first responders report issues with their
mobile devices. Digital integration within the sector is
desperately needed, otherwise it could be on its lifeline due to
the lack of reliability and operation inefficiencies.
SOTI's latest report, Digitizing the Frontline:
Transformative Technologies in Critical Care, emphasizes
technology's crucial role in front-line response, revealing
operational challenges and opportunities for improvement. The
findings underscore issues such as device downtime, delayed
collaboration and reporting, highlighting the ongoing need for
digitization in the emergency services sector. To address these
issues, IT decision-makers must implement an Enterprise Mobility
Management (EMM) solution that can remotely monitor and fix device
issues, minimize disruptions in a matter of minutes and enable
responders to stay focused on the emergency at hand.
Technology Breakdowns: Imperative
Challenges for Emergency Service Teams
The report concluded that there are several
fundamental technology failures emergency service teams cannot
afford to experience. An outstanding 74% of global workers said the
technology they use must improve to ensure faster response times.
Additionally, 34% experienced delays accessing digital records
related to incidents due to device and app issues, while 30% faced
delays receiving basic data, such as location details. To make
matters worse, 20% reported that resolving mobile device issues
takes 30 minutes or more and significantly impacts critical events
where swift decision-making is lifesaving.
Frustrations have led more than half (53%) of
frontline workers to use their own devices at work. This was even
higher in Mexico (70%) and the U.S. (62%). Additionally, 15%
reported devices being lost or stolen, and of those respondents,
53% said it happened at least once per week, leaving teams unable
to coordinate efforts across locations or vulnerable to a potential
data breach.
Technology Breakdowns |
% of Emergency Service Workers Experiencing the Following
Breakdowns Due to Any Device Issue |
% of Emergency Service Workers Experiencing the Following
Breakdowns Due to Apps/Web Apps Not Working |
Delays in accessing my required information |
36% |
47% |
Increased stress levels for me/my team |
38% |
43% |
Increased time waiting for digital records relating to the
incident/emergency |
34% |
40% |
Delays in data arriving for location details |
30% |
37% |
Delays to the start of working at the incident/emergency |
28% |
36% |
Having to wait for authorization |
28% |
35% |
Delays in my/my team’s ability to spend time on care is
impacted |
24% |
32% |
Delays to accessing required equipment/medicines |
25% |
27% |
|
|
|
“Emergency service workers are experiencing the
loss or theft of their mobile devices too frequently. This ongoing
issue presents considerable challenges for the sector, as it
compromises the security of patient data and increases the
vulnerability of other endpoints to potential attacks via Wi-Fi
networks and compromised passcodes,” said Shash Anand, SVP of
Product Strategy at SOTI. “On top of implementing a comprehensive
EMM solution, emergency service organizations can enhance real-time
remote device support and location visibility. Providing historical
tracking of devices will help to reduce and troubleshoot issues,
helping to minimize stress-inducing situations for frontline
workers.”
Transitioning From Pen and Paper: The
Digital Evolution of Emergency Services
The report found 97% of frontline workers still
rely on traditional pen and paper methods, and 58% of those
respondents use this antiquated process for their cases. Notably,
countries such as Mexico (68%), the U.S. (65%) and France (65%)
continue to use this practice to some extent. However, this
approach poses significant risks, including the potential for lost
or outdated information, while creating opportunities for human
error. Despite the slow transition to mobile devices and
applications, emergency service teams also typically have to share
devices further enhancing the need for a solution where this can be
done quickly, securely and easily from shift to shift. These
devices include printers (73%), laptops (41%), rugged handhelds and
tablets (57%) and traditional tablets (45%).
Employee Morale and Technology Issues
Must Be Strengthened
Just as civilians depend on first responders during
emergencies, frontline workers rely on technology. However, 38% of
respondents say the issues encountered with devices lead to
heightened stress levels for them and their team. Notably, Germany
(50%) and Canada (45%) report the highest instances of increased
stress.
IT decision-makers must therefore act as quickly as
possible and take the appropriate technological measures to
increase the satisfaction of their employees by reducing avoidable
stress factors with devices. This will improve the quality of their
work and care provided to patients, as well as help recruit, train
and retain staff, benefiting first responders and those seeking
urgent help.
"The ongoing shift from traditional pen and paper
methods to digital management of emergency response data signifies
a critical evolution in operational efficiency. Yet, it is
imperative there is a seamless integration of digital solutions,
particularly as first responders and their teams rely heavily on
technology throughout every phase of an emergency compound by the
fact that any delay in receiving data or device issue can
significantly impact patient care,” concluded Anand.
SOTI’s latest report, Digitizing the Frontline:
Transformative Technologies in Critical Care, can be downloaded
here.
Report MethodologySOTI’s research
was conducted between January 26 and February 14, 2024, via 900
self-completed interviews from nine markets around the world. All
interviewees were emergency service workers. The markets
represented are the U.S. (100), Canada (100), Mexico (100), the UK
(100), Germany (100), France (100), Sweden (100), the Netherlands
(100) and Australia (100).
About SOTISOTI is a proven
innovator and industry leader for simplifying business mobility
solutions by making them smarter, faster and more reliable. With
SOTI’s innovative portfolio of solutions, organizations can trust
SOTI to elevate and streamline their mobile operations, maximize
their ROI and reduce device downtime. Globally, with over 17,000
customers, SOTI has proven itself to be the go-to mobile platform
provider to manage, secure and support business-critical devices.
With SOTI’s world-class support, enterprises can take mobility to
endless possibilities. For more information, visit
soti.net.
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