Case Study: MTCEN (Tunisian Ministry of Communication Technologies and Digital Economy) achieves faster, targeted COVID-19 emergency response and call triage with Tableau Software

Tunisian government analyzes emergency call data to understand COVID-19 spread and provide more effective emergency response

The Ministry of Communication Technologies and Digital Economy (MTCEN) of Tunisia, which oversees the country’s communications infrastructure for 11 million people, faced a sudden surge in emergency calls when COVID-19 began: more than 450,000 calls in the first month (about two years’ pre-pandemic volume), many misdirected to the general 1-9-0 number and often disconnected before reaching an operator. This overwhelmed emergency services, limited tracking of the virus’s spread, and hampered timely care.

Working with Tableau partner Targa Consult and telecom Ooredoo, MTCEN deployed interactive Tableau dashboards within 24 hours to visualize call volumes, duration, call-back needs, peak times and geographic patterns. The analysis revealed 57% of emergency calls lasted less than 30 seconds, enabling targeted call-backs, a public campaign to steer people to the COVID-19 hotline, and a call-redirect solution for non-emergencies. As a result, authorities gained clearer visibility into hotspots, better managed resources and response teams, and improved overall emergency response during the pandemic.

MTCEN

Samir Abdelommon

Emergency Doctor