Midnight Consul
Citizen emergencies abroad, clocked in local time and passed to a consul who's awake.
The job
Catches every citizen emergency abroad, including public posts saying the embassy doesn't answer. Times each case in local time, passes it to an office that is awake, keeps the family informed, checks in once the citizen is home and ranks missions monthly for the minister.
The moment
At 03:12 in a distant capital, a citizen writes on WhatsApp: "passport stolen, flight at 10". The local mission is closed for the night.
The case skips a sleeping neighbouring mission and reaches the headquarters night desk in 41 seconds. It passes to the mission's duty consul at 07:00 local time.
The emergency travel document is signed at 08:05 and the citizen boards the flight.
Once the flight lands, a welcome-home call checks whether the citizen got the help needed. The answer: "The embassy saved me."
The minister's monthly brief shows 1,412 citizens home safe this month, and posts saying the embassy didn't answer down from 57 to 3.
What it does
- Open a case from a public post
- Pass the baton and page the awake desk
- Update the relatives
- Refer to the passport authority or an airline
- Mark landed and schedule the welcome-home call
- Reopen on a no
What you see
A newsroom wall of world clocks with cases in the citizen's local time, a Relay Baton passing cases along the time zones, a Dark Missions strip, a fly-home map and the minister's monthly brief
What it moves
The share of deadlines each mission meets, in the citizen's local time, posts per month saying the embassy isn't answering, and the share of citizens who say yes on the welcome-home call.
Built for
- Executives & leadership
- Operations
- Citizens & customers
