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15
Annual Report 2006
After an urgent request from FEMA to handle calls from
victims of Hurricane Katrina, Fujitsu set up a disaster relief
call center in a very tight time frame to help the authorities
provide assistance to those affected.
Rapidly establishing temporary disaster relief
call centers
—US Federal Emergency Management Agency (FEMA)—
Fujitsu has extensive experience in call center, data recovery and
other operations, and has assisted many customers to deal with
unfortunate events. Thus, when FEMA called, we were able to
respond quickly because of our extensive experience in helping
other customers in such situations.
In September 2005, FEMA faced an unprecedented chal-
lenge following the devastation caused by Hurricane Katrina,
and later, Hurricane Rita. Hundreds of thousands of people
were displaced and property damage along more than 1,000 miles
of coastline from Florida to Texas was in the billions of dollars.
FEMA needed to immediately deploy temporary disaster
relief call centers to handle the massive volume of calls expected
from the many victims. Responding to an urgent request from
FEMA, we offered our state-of-the-art call center in Dallas,
Texas. On September 6, eight days after Katrina’s landfall,
FEMA awarded Fujitsu a contract to begin handling incoming
calls by September 9 and be fully operational with 1,000 staff
by September 22.
Two days later, on September 8, the call center had begun
operation and by September 9, 150 agents had been trained and
were taking calls. The call center was fully staffed by September
18, well ahead of FEMA’s deadline.
Making a call center of this scale operational on such short
notice required exceptional planning, preparation and respon-
siveness. The Fujitsu Call Center Operations team was proud
to make it happen. At its peak, the Fujitsu call center employed
1,200 staff, operated 16 hours per day, seven days a week, and
responded to more than one million calls from hurricane vic-
tims throughout the affected areas.