The AKOM Case

3.5.6.1.1 Observations

The researcher had observations in seven different institutions/departments: the AKOM Central building located in Kagithane, Istanbul, the Fire Brigade Head Department located in Nurtepe, Istanbul, the Fire Brigade Central Command Centre located in Kagithane, Istanbul, the Fire Brigade Head Department of the Anatolian Side located in Uskudar, Istanbul, the Fire Brigade Kayisdagi Department located in Atasehir, Istanbul, the Emergency Medical Service located in Atasehir, Istanbul, and the Emergency Aid and Rescue Directorate located in Eyup, Istanbul.

AKOM Central building: the presentation of the ICT systems used during disaster and during the precaution phase took place. The researcher observed the displays at the operation room. There were LCD, plasma and cubic displays. These are designed as a video wall and 128 different live recordings/images can be viewed at the same time in different volumes. The recordings/images are transferred from cameras all over Istanbul. These cameras are called MOBESE and Traffic Control Cams (TKM) and more than 4,000 cameras are set. In some circumstances, the Live Broadcast Team goes to the incident site, camcords the incident and sends it to the operation room. Also, in some incidents security cameras of other governmental institutions are used to comprehend the incident if the MOBESE and TKM cameras do not include all the areas of the incident.

Another observation took place in the call centre and command centre. The days the researcher was in the AKOM central building were the last two days of the heavy snow in Istanbul. The call centre operations are carried out through phone conversations, GPS systems and quick discussions inside the room before commanding the teams.

The operation centre includes the meeting tables and during disaster times, the Governor, Mayor, General Manager of AKOM and Directors of the related departments manage the rescue teams, medical teams and fire brigade teams from this room. All the time they gather information from the incident site and command the teams. They ensure the inter-operability with the other relevant institutions.

Fire Brigade Head Department: the researcher observed the equipment used during disasters. Also, the new projects of the Research, Planning and Coordinating department about intensive coordination during disasters were watched (simulations).

Fire Brigade Central Command Centre: the researcher observed the equipment used in the command centre and gathered information about the ICT used.

Fire Brigade Head Department of Anatolian Side: the researcher observed the equipment used during disasters. Another call centre for fire disasters

exists here. The researcher gathered information about their ICT and GPS systems used during disasters.

Fire Brigade Kayisdagi Department: this department operates with the information coming from the Head Department of Anatolian Side. The researcher observed the ICT equipment of the fire fighters.

Emergency Medical Service: this service is located in the building of the Fire Brigade Kayisdagi Department. They operate with the information that comes from the Emergency Aid and Rescue Directorate and also accompany the fire brigade teams at the incident. The researcher has observed the ambulance vehicle of the team and gathered information about the ICT systems they use.

Emergency Aid and Rescue Directorate: this department is the centre for the emergency aid and rescue operations. This department manages all medical rescue teams. The researcher observed and gathered information about the ICT equipment and the building of this department.

During the observations in these seven different institutions/departments mentioned above, the researcher observed the behaviours of the organisational members and took notes. Observations continued during the interviews also.

3.5.6.1.2 Interviews

The researcher interviewed nineteen staff members from AKOM. Interviews were conducted at the working place of the interviewees. The researcher did not intend to make the interviews in a separate meeting room. The rationale behind this way was to discuss with them while they were carrying out their work tasks at their desks. When emergency occurred, the researcher stopped the recorder and let the interviewee carry out their task.

The exception was the fire fighters and paramedics as they operate at the incident site. Thus, it was not possible to follow this approach for their interviews. The researcher met them in a meeting room at an arranged time; however, in some cases the researcher has postponed the interviews.

Initially, the questions in the interview schedule (8.11) were addressed to the interviewees. In this way the work tasks they carry out during disasters were determined. Then, the interviewees filled in the relevant response cards provided by the researcher. According to the results of the responses, the researcher highlighted the complex, time-pressured tasks. In Sections B and C (open-ended questions), the interviewees have explained one of their experiences focusing on the tasks they have filled as complex and time- pressured.

The responses have been recorded via an IC recorder, and also the note- taking technique was used during the interviews.

AKOM Central building: the researcher interviewed four staff members from this institution. The interviewees were the Live Broadcast Department Director, the Meteorology Department Director, and two staff from the call and command centre.

Fire Brigade Head Department: the researcher interviewed one staff from this department. He was the chief of the fire fighters team.

Fire Brigade Central Command Centre: the researcher interviewed one staff from this department. He was the chief of the Central Command Centre. Fire Brigade Head Department of Anatolian Side: the researcher interviewed five staff from this institution: the chief of the fire fighters team, the deputy chiefs of the fire fighters (2), fire fighter staff and a call centre operator staff. Fire Brigade Kayisdagi Department: the researcher interviewed two staff from this department: the chief of the fire fighters team and a fire fighter staff. Emergency Medical Service: the researcher interviewed three staff from this department: paramedics (3).

Emergency Aid and Rescue Directorate: the researcher interviewed three staff from this institution: rescue crews (3).