Designing an Ambulance Service to Serve the Working Poor

As East Africa’s largest international call center, KenCall’s services included customer support, telesales, financial analysis, competitive research, and database management.

In 2009 its CEO discussed with GlobalHealth Lab his vision of using the company’s core competencies to create Kenya’s first emergency call center, which would connect callers in need with the emergency healthcare services. A team of MIT Sloan students conducted on-the-ground research in land mapping, logistics, potential partnerships, financing opportunities, and monitoring and administrative requirements, which they then used to inform a plan for positioning and implementing a KenCall emergency dispatch service. A year later, institutional factors had not yet enabled the implementation of Nairobi’s first ambulance service designed for low-income patients, but KenCall found that the students’ teamwork had positively influenced the company’s working environment.


Related Content

KenCall Website

ghdLAB toolkit: launching an emergency call center for KenCall