Software Development
Abia State Homeland Security's Call Center
Set up a state-of-the-art call center system to enable Homeland Security personnel to efficiently receive and route emergency calls from citizens across Abia State.
Project Details
The Abia State Homeland Security Call Center project established a central hub for emergency response communication. The system unified telephone hotlines, integrated digital call logging, and introduced real-time dashboards for monitoring call volumes and dispatch efficiency. By digitizing call handling, the project reduced missed calls, improved coordination between dispatchers and field units, and created a reliable audit trail of citizen reports.
Project Links
Technologies Used
ReactNode.jsPostgreSQLRedisAWS GovCloudTwilio APIWebRTC
The Call Center was the beating heart of Abia’s new emergency response system. It ensured no cry for help went unheard.— Project Manager
The Challenge
Building a call center for a state-wide security agency meant designing for scale and resilience. The challenge lay in managing high call volumes during crisis events, ensuring 24/7 uptime, and integrating seamlessly with both legacy radio systems and modern digital platforms.
Our Solution
We built a robust call-handling system powered by Twilio and WebRTC for reliable voice connections. Automated call distribution ensured dispatchers could handle spikes in volume, while every call was logged, timestamped, and tagged for quick retrieval. We also introduced multilingual support and failover routing to guarantee that calls were never dropped, even during outages.
Designing Our Solution
Our design process follows industry best practices to ensure optimal user experience and functionality.
User Flow Mapping
Citizens dial a dedicated emergency hotline. Calls are automatically routed to the next available dispatcher, logged into the system, and tagged with caller ID and location. Dispatchers then assign cases to field units while supervisors monitor response times on live dashboards.
Wireframing
We designed wireframes focused on call handling efficiency: minimal-click workflows for dispatchers, clear priority indicators, and real-time status updates. Early prototypes were tested with Homeland Security officers before moving into development.
Story Mapping
Through story mapping, we prioritized must-have features like automatic call logging, call queue management, and supervisor dashboards. Advanced analytics and transcription services were added as future iterations.
Developing Our Solution
Our development process emphasizes quality, scalability, and maintainability at every stage.
System Architecture
The solution used a hybrid cloud architecture. Voice handling was powered by Twilio and WebRTC, while PostgreSQL and Redis ensured fast and reliable call data storage. AWS GovCloud provided secure hosting, redundancy, and compliance with government security requirements.
Development Process
The call center system was built as a modular platform, allowing easy scaling across multiple lines and teams. We designed dispatcher dashboards with real-time updates, integrated analytics for peak-hour forecasting, and optimized backend APIs for quick routing.
Testing & Quality Assurance
We ran stress tests simulating hundreds of concurrent calls to validate scalability. Security penetration testing ensured call data remained confidential. Field drills were conducted with actual dispatchers to refine workflows.
