Michael Kelly explains how BT kept Ireland's Emergency Call Answering Service operating during the Covid-19 pandemic.

As head of operations for Ireland’s Emergency Call Answering Service (ECAS), Michael Kelly of BT Ireland had to lead his team through unprecedented disruption while maintaining quick and reliable connections to emergency services.

ECAS was never intended to operate with remote call-takers, so a plan had to be devised and implemented rapidly. “We basically brainstormed a solution on a Thursday, we built the software on a Friday, we tested it over the weekend and the first live calls were taken on the Monday,” Kelly explained.


Words by Elaine Burke