Dispatch under pressure: An investigation into the cognitive load of Kuwait’s emergency responders

Abstract

Emergency dispatchers play a pivotal role in ensuring efficient and effective emergency response systems. Reducing emergency dispatcher cognitive workload is crucial for enhancing response efficiency and accuracy, ultimately saving lives by ensuring rapid and precise coordination of critical resources. This study aims to assess the impact of age, work shift, and experience on the cognitive workload experienced by emergency dispatchers in Kuwait. A series of survey questions, structured around the dimensions of the NASA-TLX, were administered to gather quantitative data from 110 emergency dispatchers. In addition to quantitative analysis, qualitative data were obtained through interviews conducted with 11 dispatchers. Analysis of survey responses revealed elevated NASA-TLX scores among the participants, indicating significant cognitive workload. Results indicated that years of experience significantly influenced the cognitive workload experienced by dispatchers. By categorizing responses into the NASA-TLX dimensions, the study identified the most prevalent factors contributing to cognitive workload among emergency dispatchers. This research provides valuable insights into the cognitive demands faced by emergency dispatchers in Kuwait, highlighting the importance of experience in managing workload effectively. The findings contribute to the development of strategies aimed at optimizing the cognitive ergonomics of emergency dispatch operations, ultimately enhancing the efficiency and quality of emergency response systems.