Digitalized Co-production of Emergency Response Dispatch and On-Site Work by Volunteer First Responders

Using volunteers as first responders in frequent emergencies has during the recent decade received increased attention from research and practice. In this study, we focus on the ICT dispatch of volunteer first responders, and their on-site work and collaboration, e.g., as to ICT dispatch, response rates, response times, time-on-site, and tasks performed. We use incident reports filled in by the volunteers and the theoretical lens of digitalized co-production. The results point at a positive effect of using volunteers as first responders, e.g., shortened response times and concrete contributions in most cases, indicating cost-effectiveness. The ICT for dispatch, however, is a challenging part of the co-production, lacking above all, in geofencing, but also in functionality for dynamic resource allocation. Most of the volunteers are willing to contribute to large-scale crisis management, making them a future useful resource in this context. Implications for digitalized co-production are discussed.