Public Safety Answering Points Global Edition

Public Safety Answering Points Global edition

December 2016

Understanding PSAPs around the world has never been easier... Welcome message

13 December 2016 Dear EENA Members,

We are delighted to present to you the first ever edition of the «PSAPs around the globe» publication.

EENA’s annual publication «PSAPs in Europe» has become one of the most anticipated documents in the emergency services field. In order to provide you with an even more comprehensive guide to understanding PSAP structures in different countries, the publication has now evolved to the «PSAPs around the globe» document.

This first edition includes 53 country profiles. You can find details about PSAPs’ functioning, understand the complexity of the different national structures, as well as the context in which PSAPs operate. Moreover, questions about Advanced Mobile Location and drones have been added so that you get the latest information on new technologies and developments from emergency services around the world.

Enjoy your reading!

The EENA team Contents

112 Models explained 5 Macedonia 190 Useful information 8 Malaysia 195 Albania 10 Malta 201 Australia 15 Moldova 207 Austria 21 Montenegro 212 Belgium 27 Nepal 218 Bosnia & Herzegovina 33 Netherlands 223 Bulgaria 39 New Zealand 229 Canada 46 Nigeria 236 Croatia 51 Norway 242 Cyprus 58 Poland 248 Czech Republic 64 Portugal 254 Denmark 70 Romania 261 Ecuador 77 Serbia 269 Estonia 83 Slovakia 275 Finland 89 Slovenia 281 France 96 Spain 288 Georgia 104 Sweden 296 Germany 110 Switzerland 304 Greece 116 Thailand 310 Hungary 122 Turkey 315 Iceland 128 United Arab Emirates 322 India 134 United Kingdom 329 Ireland 140 United States of America 336 Israel 146 Annex 1: Data summary 342 Italy 151 Annex 2: Acronyms used in the framework Kosovo 159 of emergency communications (non- Kuwait 166 exhaustive) 375 Latvia 172 Annex 3: Questionnaire used for Lithuania 178 information & data 376 Luxembourg 184 Legal disclaimer

This document is authored by EENA staff members with contributions from individual members of EENA. This document does not represent the views of individual members of EENA, or any other parties.

This document is published for information purposes only and it does not declare to be a statement or interpretation of EU law or the national law of EU Member States. This document is entirely without prejudice to the views of relevant national statutory authorities and their legal functions and powers, whether under EU law or the national law of their Member State. Accordingly, under no circumstances may reliance be placed upon this document by any parties in compliance or otherwise with any applicable laws. Neither may reliance be placed upon this document in relation to the suitability or functionality of any technical specifications, or any other matters discussed in it. Legal advice, technical advice and other advice as relevant, may be sought as necessary.

This publication is for EENA Members only. It is forbidden to forward this publication to non-EENA members without the approval of EENA. If you are not member of EENA you must not use, disclose, reproduce, copy or distribute the contents of this communication. If you have received this in error, please contact the sender. The information published is based on the information provided by EENA members. It is also based on responses to a questionnaire designed by EENA and sent to EENA members in each country described in this document. Possible inaccuracies of information are not under EENA’s responsibility. EENA is not liable for any use that may be made of the information contained therein.

For more information, please contact Jerome Paris at [email protected]. 112 models:

You can find below a short explanation of the 112 models as they are included in this publication. Please note that the following models do not introduce all the PSAPs Organisation models in Europe but the major concepts and that the descriptions have been voluntarily simplified. The models do not cover the entire call handling model but rather tries to highlight the major characteristics of some selected models.

This has been prepared by EENA based on several sources and is continuously amended. EROs handling emergency calls Model 1 • Calls to national numbers and 112 redirected to Emergency Response Organisations (EROs). • If the intervention of a different ERO is required, call and/or data about the emergency situation are for- warded to the most appropriate ERO. • Dispatch from the intervention resources done by the ERO operators. • In a variant, two EROS are colocated and contacted via the same number.

Filtering Stage 1 PSAP and resource dispatching stage 2 PSAPs Model 2 • Independent Stage 1 PSAP receives all emergency calls and then forwards it to a local ERO. • Call-takers only ask the caller with which emergency service he/she wants to be connected to. • Stage 1 PSAP forwards the call to the appropriate local ERO. Detailed data gathering and dispatch of the intervention resources are done by the emergency response organisation.

Global Public Safety Answering Points 2016 Data gathering by Stage 1, resource dispatching by Stage 2 Model 3 • Also in two levels. The difference is the role played by the independent organisations. • Civilian call-takers classify the call and makes a parallel dispatch of the calls to EROs. In some cases police, EROs’ specialists are available to support the call-takers. • Dispatch of the intervention resources done by EROs.

Data gathering by Stage 1 PSAP, resource dispatching by Stage 2 in an integrated control room Model 4 • Also in two levels but civilian call-takers and EROs are in the same location. • Civilian call-takers are in charge of classifying the call and make a parallel dispatch of the calls to the most appropriate EROs if needed. In some cases, EROs’ specialists are available to support call-takers. • Dispatch of the intervention resources done by EROs.

Global Public Safety Answering Points 2016 ERO independent PSAP Model 5 • Civilian call-takers handle both call-taking and intervention resources’ dispatch. In some cases, EROS’ specialists are available to support. • The same PSAP is in charge of classification of calls, data collection and dispatching the intervention resources to the incident.

Variant: “Interconnected PSAPs” Model 6 • PSAPs of different regions can be interconnected. If no call-taker is available, the call can be redirected to another PSAP.

Global Public Safety Answering Points 2016 Useful information

EENA Operations Committee publications

• 112 Accessibility for people with disabilities, available HERE • 112 and the EU Legislative Framework, available HERE • 112 Apps Strategy, available HERE • 112 PSAPs Technology, available HERE • 112 Service Chain Description, available HERE • 112 Smartphone Apps, available HERE • 112 Terminology, available HERE • Advanced Mobile Location - Specifications & requirements, available HERE • Assessing meaningful response times, available HERE • Call taking procedures and data to be gathered, available HERE • Caller Location in Support of Emergency Services (updated version), available HERE • Capturing Feedback from Stakeholders, available HERE • Contingency Plans, available HERE • Costs of Providing Emergency Call Answering Services, available HERE • Data sharing between PSAPs, available HERE • ‘Drones operations manual’ template, available HERE • eCall (Updated version), available HERE • eCall TPSP and Emergency Services Authorities Agreement template, available HERE • Emergency Silent, Hang-up and Abandoned 112 Calls, available HERE • False Emergency Calls, available HERE • Key Performance Indicators for Evaluation of a PSAP Operation, available HERE • Managing change, available HERE • Managing Human Resources in a PSAP, available HERE • Managing the Tendering process, available HERE • Means to Access 112, available HERE • Media in Authority-to-Citizen (A2C) Communications, available HERE • Multilingual 112 Calls, available HERE • Oblique Imagery in Support of Emergency Services, available HERE • Overload of calls, available HERE • Pan-European Mobile Emergency App (PEMEA) Approval Procedure, available HERE • Promotion of Emergency Numbers, available HERE • Psychological support of 112 call takers, available HERE • Public Warning, available HERE • Public Warning (updated version), available HERE • Remote Piloted Airborne Systems (RPAS) and the emergency services, available HERE • Smartcities & emergency services, available HERE • SMS Access to 112, available HERE • SMS communication with PSAPs and EROs (updated version), available HERE • Training of 112 call takers, available HERE • Transnational Emergency Calls, available HERE • Using and optimising GIS in an emergency response, available HERE • Workforce management in PSAP operations, available HERE

For all EENA Operations documents, you can visit our website HERE. 8

Global Public Safety Answering Points 2016 EENA Case Study documents

• Advanced Mobile Location (AML) in the UK, available HERE • Brussels attacks - Crossover between research & reality, available HERE • eCall implementation in Lithuania, available HERE • Managing Change: The example of Finland, available HERE • Managing Change: The example of Regione Lombardia, Italy, available HERE • GIS112 in Estonia, available HERE

For all EENA Case Study documents, you can visit our website HERE.

EENA Technical Committee publications

• Access to 112 from Private Networks, available HERE • EENA position to NOVES, available HERE • Handset Derived Location for Emergency Calls, available HERE • Next Generation 112 Emergency Services Plugtest - Report BY ETSI, available HERE • Next Generation 112 Longterm Definition Standard for Emergency Services, available HERE • Next Generation 112 Transition Models, available HERE • Next Generation eCall, available HERE • Pan-European Mobile Emergency Application (PEMEA) Requirements and Functional Architecture, available HERE • Pan-European Mobile Emergency Application (PEMEA) Protocol and Procedures Specification, available HERE • Recording for PSAPs - Future Technology, available HERE • Results for Next Generation 112: Emergency Services Operational Requirements survey, available HERE • The Internet of things and emergency services, available HERE • Web-based real-time communications technology in the emergency services field, available HERE • What is needed for interoperability testing?, available HERE

For all EENA Technical documents, you can visit our website HERE.

Knowledge of 112

• Flash Eurobarometer No 368 - Full report (2013), European Commission, available HERE • Special Eurobarometer 438- E-communications and the Digital Single Market (2015), available HERE

Global Public Safety Answering Points 2016 The Netherlands

Population: 16,9 million Area: 41,528 km2 Year reference of data: 2015

Organisation Handling 112 calls:

• The National Police is responsible for handling 112; • The Ministry of Safety and Justice is responsible for 112 policy.

National legislative / regulatory acts on 112 references:

Telecommunications legislation.

Other available emergency numbers:

None.

112 Model:

The 112 calls made from mobile phones are handled in one national PSAP. The call-takers locate the call and forward it to the most suitable regional emergency organisation or to one of the special emergency organisations (Coastguard and Military Police Schiphol). 112 calls coming from fixed lines go directly to the most appropriate regional centre. Mobile phones

Landline phones

112

National Regional Centre Centre (Under Police (Under Police jurisdiction) jurisdiction)

Regional centres

Global Public Safety Answering Points 2016 Number of PSAPs Please provide the number of PSAPs (dispatch centres included) in your country:

For landlines 18 stage 1 PSAPs Number of PSAPs receiving 112 calls: For mobile 1 stage 1 PSAP Number of PSAPs for 0 Fire and Rescue services: Do the Fire and Rescue services No receive 112 calls? Do the Fire and Rescue services No have a direct emergency number different from 112? Number of PSAPs for 0 Emergency Medical Services: Do the Emergency Medical services No receive 112 calls? Do the Emergency and Medical No Services have a direct emergency number different from 112?

Number of PSAPs for the Police: 0

Does the Police receive 112 calls? No

Does the Police have a direct No emergency number different from 112? Number of PSAPs gathering several 21 co-located regional stage 2 PSAPs forces: Please indicate which forces are Fire, Emergency Medical Services, Police gathered in these integrated PSAPs

Do these integrated PSAPs receive Some, 18 stage 1 PSAPs are co-located with stage 2 PSAPs 112 calls?

Do these integrated PSAPs have No a direct emergency number different from 112? 19 stage 1 PSAP’s Total number of PSAPs in your country: 21 stage 2 PSAP’s/ERC’s Comments: The Dutch government decided in 2012 to reduce the number of PSAP’s and Emergency Re- sponse Centres to ten (10). The transition will take place over a period from 2015 to 2021. The call taking process will be subject to redesign for a multi-organisational model in the same period.

Global Public Safety Answering Points 2016 Total number of emergency calls in 2015

Number of calls to 112 received in 2015? 3.125.000

Number of calls to the number dedicated to Fire and Rescue services Approximately 10% received in 2015 (if applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Number of calls to the number dedicated to Emergency Medical services Approximately 30% received in 2015 (if applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Number of calls to the number dedicated to the Police received in 2015 (if Approximately 60% applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Total number of emergency calls in 2014: 3.125.000

Number of calls per year from mobiles, landlines, campus/private and IP networks

Emergency Call type Total number of emergency calls received in 2015

Mobile Telephone Networks Approximately 80%

Fixed telephones (landlines) networks Approximately 20%

Campus/private companies networks No information

IP networks No information

Global Public Safety Answering Points 2016 Technology and equipment used in the 112 PSAPs:

Do all 112 PSAPs use the same technology in your country? The stage 1 PSAPs work within the same infrastructure and environment in a distributed model The stage 2 PSAPs/ERC’s all have their own infrastructure and environment. Standardisation on interfaces for voice and data.

How are the 112 PSAPs interconnected? Voice and data interconnection for all PSAPs.

In case of data interconnection, are these data exchanged thanks to a common network? Yes.

Do the interconnected 112 PSAPs use common databases? The stage 1 PSAPs work within the same infrastructure and environment in a distributed model. The stage 2 PSAPs/ERC’s all have their own infrastructure and environment. Standardisation on interfaces for voice and data. What of these technologies is available in the 112 PSAPs in your country?

Available in all Available in some Comments Not available PSAPs PSAPs Geographic Information System (GIS) ✓ Computer Telephony Integration (CTI) ✓ Computer-Aided Dispatch (CAD) All stage 2 system ✓ Workforce management system ✓ Business Intelligence System ✓

Caller Location in support of emergency services:

Method of providing mobile and landline caller location (pull / automatic-pull / push): Automatic pull available for mobile calls. Landline calls are located based on administrative data.

Time needed to provide it on request: < 2 seconds

Type of caller location information (Cell ID, base station sector ID, GPS, wifi...): Cell ID

Global Public Safety Answering Points 2016 Are common accuracy and reliability criteria defined for all 112 PSAPs? In legislation for mobile calls: 85% of the calls within a radius of 5000 meters (78,5 km2).

Is the implementation of Advanced Mobile Location (AML) considered in your country? If it is, what is the foreseen timeframe? Yes, AML is brought into discussion with the policy makers and stakeholders. The necessary infrastructure will be in place end 2017. A rudimentary tool is put in place in the ERCs to provide accurate location information till the implementation of AML.

Apps

No specific app for 1-1-2 to provide access to the PSAP.

Accessibility for people with disabilities (e.g. deaf and hard of hearing):

Access based on Total Conversation protocols is the new standard for people with disabilities (e.g. not able to communicate by voice). In cooperation with the relay service for sign-language in the Netherlands. Available on voice, real time text and video. The old analogue text facility will be phased out shortly.

SMS service

There is no SMS-service implemented on the emergency number 112. Extensive tests have been conducted on a pilot system in 2013. The service will become available.

112 available from handsets without SIM cards?

The emergency number 1-1-2 is also available for handsets without SIM cards. The project to stop this service has ended due to technological issues in the determination of the presence of a SIM card in the handset. eCall implementation

The project for the implementation of the Pan-European eCall service in the Netherlands has started and will provide the mandated services within the timeframe. eCall emergency calls will be handled in the national PSAP like all emergency calls from mobile phones and routed in voice and data to the most suitable stage 2 PSAP/ERC.

Public warning (Alert to citizens)

The Public Warning System consists of the old system (Sirens, radio, TV) and the new broadcasting system (NL-Alert) over the mobile telephone networks (2G, 3G, 4G) in the Netherlands. Full replacement is foreseen in 2018.

The Public warning is operated in the stage 2 PSAP/ERC on a regional scale and in the Central Operations Room of the National Police on a national scale.

Global Public Safety Answering Points 2016 Use of RPAS (Remotely Piloted Aircraft Systems) or UAVs (Unmanned Aerial Vehicles) in the framework of emergency situations Different pilot projects have started within the organisations of Fire Services and the National Police. These projects are additional to the extensive 24/7 Helicopter services of the National Police.

Quality of Service

• Emergency calls are recorded and stored for 2 months; Abuse calls are stored for 6 months and available for investigation. • Record, storage and removal of detailed call records and voice logging are regulated in the Telecommunications legislation and maintained by the National Police IT Service Organisation. • In the stage 1 PSAP for mobile and specials calls (80% of total emergency calls), calls handling service is evaluated on a regular basis. Regular human resource management tools and protocols are used for the evaluation.

There is no structured policy on evaluation of call handling service for stage 2 PSAPs. The evaluation is based on regional policies.

Projects and/or Reforms and/or Upgrades

• A project has been initiated to form a National Emergency Room Organisation. This project has to implement a structured organisation for emergency services distributed to 10 locations in 2021. The process of the stage 1 and stage 2 PSAPs will be fully integrated in this organisation • A fully new 112 system will be implemented for the new organisation and will consist of new functionalities and technologies as mentioned in the documents of NG112 LTD. • Public warning system • eCall

Technology providers

• Avaya on PBX technology • KPN CCA on software development • KPN Networks on the digital emergency network • nWise (Total conversation: Signcall) • CityGIS and Tensing for GIS Software • GMS for CAD Software

Global Public Safety Answering Points 2016 Annex 1: Data summary

European countries

Country A Country B Country C Country D Country E Population Area (km2) Org handling 112 calls Other emergency number(s) Number of PSAPs handling 112 calls Total number of PSAPs Number of 112 calls Total number of emergency calls

Number of 112 calls from mobiles

Number of 112 calls from landlines Number of 112 calls Available only in the full version of the document from campus/private companies networks Number of 112 calls from IP networks 112 PSAPs interconnected with data (Y/N) GIS availability in 112 PSAPs Computer Telephony Integration Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System

16 Public Safety Answering Points 2016 Country A Country B Country C Country D Country E Caller location for landlines (pull/automatic pull/push) Time needed to provide it on request Caller location for mobiles (pull/automatic pull/push) Time needed to provide it on request Type of caller location information Is AML implementation considered? Emergency call app available (Y/N) Means for disabled people to access 112 Emergency SMS to 112 available (Y/N) Available only in the full version of the document Emergency SMS to another number than 112 available (Y/N) 112 available from handsets without SIM cards (Y/N) 112 PSAPs ready to handle eCalls (Y/N/) Means available to alert citizens in case of large emergency Use of RPAS or UAVs Calls to 112 recorded (Y/N) Recordings storage length Ongoing and planned reforms Solutions providers

17 Public Safety Answering Points 2016 Non-European countries

Country A Country B Country C Country D Country E Population Area (km2) Organisation handling emergency calls Emergency number(s) available Number of PSAPs handling emergency calls to unique number Total number of PSAPs Number of emergency calls to unique number Total number of emergency calls

Number of calls from mobiles

Number of calls from landlines Available only in the full version of the document Number of calls from campus/private companies networks Number of calls from IP networks PSAPs interconnected with data (Y/N) GIS availability in PSAPs Computer Telephony Integration Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System

18 Public Safety Answering Points 2016 Country A Country B Country C Country D Country E Caller location for landlines (pull/automatic pull/push) Time needed to provide it on request Caller location for mobiles (pull/automatic pull/push) Time needed to provide it on request Type of caller location information Emergency call app available (Y/N) Means for disabled people to access emergency number Available only in the full version of the document Emergency SMS available (Y/N) Emergency calls available from handsets without SIM cards (Y/N)

eCall

Means available to alert citizens in case of large emergency Calls recorded (Y/N) Recordings storage length Ongoing and planned reforms Solutions providers

19 Public Safety Answering Points 2016 Annex 2: List of acronyms

List of acronyms used in the framework of emergency communications (non exhaustive):

A definition for all acronyms related to 112 can be found in the 112 Terminology EENA Operations Document.

It is updated with the terminology used in the EENA Operations and Next Generation 112 documents.

Click here to view the 112 Terminology EENA Operations Document

Global Public Safety Answering Points 2016 Annex 3: Questionnaire used for information & data

European countries

[Questionnaire on year situation]

Country: Population: Area:

Organisation Handling 112 calls:

National legislative / regulatory acts on 112 references:

Other available emergency numbers:

112 Model:

• Please explain how 112 calls are handled in your country. • Then please use the 112 models charts prepared by EENA (see screenshots below and, if needed, the editable charts here) to illustrate in a simplified way the functioning of your national emergency calls system.

Global Public Safety Answering Points 2016 Number of PSAPs Please provide the number of PSAPs (dispatch centres included) in your country:

Number of PSAPs receiving 112 calls:

Number of PSAPs for Fire and Rescue services: Do the Fire and Rescue services receive 112 calls? Do the Fire and Rescue services have a direct emergency number different from 112? Number of PSAPs for Emergency Medical Services: Do the Emergency Medical services receive 112 calls? Do the Emergency and Medical Services have a direct emergency number different from 112?

Number of PSAPs for the Police:

Does the Police receive 112 calls?

Does the Police have a direct emergency number different from 112? Number of PSAPs gathering several forces: Please indicate which forces are gathered in these integrated PSAPs

Do these integrated PSAPs receive 112 calls?

Do these integrated PSAPs have a direct emergency number different from 112?

Total number of PSAPs in your country:

Comments: Outline any plans in place to increase or reduce the number of PSAPs (dispatch centres included) in your country:

Global Public Safety Answering Points 2016 Total number of emergency calls in [year]

Please provide the total number of emergency calls (to 112 but also to other emergency numbers if any) received in 2015 in your country and the split of these calls for each emergency service

Number of calls to 112 received in [year]?

Number of calls to the number dedicated to Fire and Rescue services received in [year] (if applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Number of calls to the number dedicated to Emergency Medical services received in [year] (if applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Number of calls to the number dedicated to the Police received in [year] (if applicable): NB: In case these calls are the same ones as the 112 calls, please tell us.

Total number of emergency calls in 2014:

Number of calls per year from mobiles, landlines, campus/private and IP networks

Please provide the total number of emergency calls (not only 112 calls) received from mobile telephone networks, from fixed telephone networks (landlines), from campus/private companies networks (if possible) and IP networks (if possible).

Emergency Call type Total number of emergency calls received in [year]

Mobile Telephone Networks

Fixed telephones (landlines) networks

Campus/private companies networks

IP networks

Global Public Safety Answering Points 2016 Technology and equipment used in the 112 PSAPs:

Do all 112 PSAPs use the same technology in your country? Yes No Some of them (please explain)

Comments:

How are the 112 PSAPs interconnected? Only via voice Voice and data interconnection for all PSAPs Some are interconnected via data others only voice interconnected

Comments:

In case of data interconnection, are these data exchanged thanks to a common network? Yes No

Comments:

Do the interconnected 112 PSAPs use common databases? Yes No

Comments:

What of these technologies is available in the 112 PSAPs in your country?

Available in all Available in some Comments Not available PSAPs PSAPs Geographic Information System (GIS) Computer Telephony Integration (CTI) Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System

Global Public Safety Answering Points 2016 Definitions:

GIS: It is a system designed to capture, store, manipulate, analyze, manage, and present all types of geographically referenced data. In the simplest terms, GIS is the merging of cartography, statistical analysis, and database technology.

CTI: It is a hardware and software combination that links telephone systems with computer systems for call handling and directing, call storage and forwarding, etc.

CAD: It is a software tool or group of tools dedicated to the management of emergency cases with functionalities that enable the operators to handle the case in real time and follow the standard operating procedures.

Workforce management system: It is a software tool dedicated to the management of human resources. Its main functionalities are labor scheduling, time and work data collection, shifts’ organisation, etc.

Business Intelligence System: It is used in identifying, extracting, and analysing data. It aims to support better decision-making.

Caller Location in support of emergency services:

Method of providing mobile and landline caller location (pull / automatic-pull / push):

Time needed to provide it on request:

Type of caller location information (Cell ID, base station sector ID, GPS, wifi...):

Are common accuracy and reliability criteria defined for all 112 PSAPs?

[NEW QUESTION] Is the implementation of Advanced Mobile Location (AML) considered in your country? If it is, what is the foreseen timeframe?

Apps

• Are PSAPs in your country able to receive data (GPS based location, medical data etc...) from a special emergency app? which one? from all emergency apps? • Feel free to share any feedback you have regarding the reception of data from emergency apps or plans you have to develop emergency apps.

Accessibility for people with disabilities (e.g. deaf and hard of hearing):

• What are the facilities available for disabled citizens? Fax? SMS service? Video calls? Real Time Text service? • Do they have to register in order to get benefit from the service? Or are these facilities available to all citizens?

SMS service

• If an SMS service is available in your country as a mean to reach emergency services, please indicate which type of phone number is used (112? another 3 digit number? which one? a long phone number?). • Is it available to all citizens? • Do citizens have to register in order to get benefit from the service? 25

Global Public Safety Answering Points 2016 112 available from handsets without SIM cards?

eCall implementation

For non EU countries: Do you plan to implement eCall (electronic car safety system automatically calling emergency services in case of a serious car crash)? How?

For EU countries: Mandatory deployment of eCall is now part of the EU legislation, with a deadline set on 1 October 2017 for PSAPs. The European Commission has set a deadline for Member States to report on their implementation plans by 24 December 2015. • What is your plan? • Please use the slides that are available for download here and pick the service type that comes closest to yours • Please explain how you will use it in your country. • Do you know if National Regulatory Authorities in charge of Telecommunications in your countries plan to update the law regarding the implementation of eCall flag by Mobile Network Operators (MNOs) in your country. Or do the MNOs have already implemented it or committed to do so?

For all: Do you cooperate with TPS eCall providers (private call centres) in your country? Are you aware of the EN 16102 standard?

Public warning (Alert to citizens)

• Please briefly explain how it works, how citizens are warned in case of large emergencies (Sirens, Radio, TV, Cell Broadcast, SMS). • Which organisation is responsible for this topic?

]NEW QUESTION] Use of RPAS (Remotely Piloted Aircraft Systems) or UAVs (Unmanned Aerial Vehicles) in the framework of emergency situations • Are drones used by any Emergency Services Organisations (ESOs) in your country? • If so, how many ESOs use drones? • Which kind of ESOs? e.g . EMS? Fire and Rescue? The Police? Coastguards?

Quality of Service

• How long are the calls recorded and stored? • Is the call handling service evaluated? How often? Are you using some kind of quality improvement systems / protocol? • NEW QUESTION: Do you have any quality certification (ISO, EENA Certificate of Quality, etc…)? If you don’t, do you plan to get certified?

Global Public Safety Answering Points 2016 Projects and/or Reforms and/or Upgrades

• Please highlight the ongoing and future projects, reforms and upgrades • Are you considering the upgrading towards Next Generation 112? See NG112 documents here.

Technology providers

Please list the main technology/service providers for emergency calls handling and dispatching in your country e.g. • software e.g. CAD, GIS, call recording…; • hardware; • apps; • integrators; • critical network and radio; • public warning system • TPS eCall providers; • relay service; • interpretation services • social media monitoring • …etc

Global Public Safety Answering Points 2016 Non-European countries [Questionnaire on (year) situation]

Country:

Population:

Area (km2):

Organisation handling emergency calls:

National legislative / regulatory acts on emergency calls handling references:

Emergency numbers available:

Emergency calls handling model: 1. Please explain how emergency calls are handled in your country.

2. Then please use the emergency calls handling models charts prepared by EENA (see screenshots below and, if needed, the editable charts here) to illustrate in a simplified way the functioning of your national emergency calls system. NB: 112 can of course be replaced by 911, 000 or whatever unique emergency calls number your country may use.

Number of PSAPs: Please provide the number of PSAPs (dispatch centres included) in your country:

Number of PSAPs receiving calls made to 112/911/000 or any unique emergency number that may be used in your country:

Number of PSAPs for Fire and Rescue services:

If there is a unique emergency number used in your country, do the Fire and Rescue services directly receive calls from it?

Do the Fire and Rescue services have a direct emergency number different from the unique emergency number that may be used in your country? If so, which number?

Number of PSAPs for Emergency Medical Services: If there is a unique emergency number used in your country, do the Fire and Rescue services directly receive calls from it?

Do the Fire and Rescue services have a direct emergency number different from the unique emergency number that may be used in your country? If so, which number?

Global Public Safety Answering Points 2016 Number of PSAPs for the Police:

If there is a unique emergency number used in your country, do the Fire and Rescue services directly receive calls from it?

Do the Fire and Rescue services have a direct emergency number different from the unique emergency number that may be used in your country? If so, which number?

Number of PSAPs gathering several forces:

Please indicate which forces are gathered in these integrated PSAPs

Do these integrated PSAPs receive calls through the unique emergency number used in your country?

Do these integrated PSAPs have a direct emergency number different from the unique emergency number used in your country?

Total number of PSAPs in your country:

1. Comments: 2. Outline any plans in place to increase or reduce the number of PSAPs (dispatch centres included) in your country:

Total Number of emergency calls in (year)? Please provide the total number of emergency calls (to the unique emergency number used in your country and to other emergency numbers if any) received in 2014 in your country and the split of these calls for each emergency service Number of calls to the unique emergency number (112, 911, 000 or other) received in (year): Number of calls to the number dedicated to Fire and Rescue services received in (year) (if applicable): NB: In case these calls are the same ones as the ones received through the unique emergency number calls please tell us.

Number of calls to the number dedicated to Emergency Medical Services received in (year) (if applicable): NB: In case these calls are the same ones as the ones received through the unique emergency number calls please tell us.

Number of calls to the number dedicated to the Police received in (year) (if applicable):

NB: In case these calls are the same ones as the ones received through the unique emergency number calls please tell us.

Total number of emergency calls in your country in (year): 29

Global Public Safety Answering Points 2016 Number of calls per year from mobiles, landlines, campus/private and IP networks Please provide the total number of emergency calls received from mobile telephone networks, from fixed telephone networks (landlines), from campus/private companies networks (if possible) and IP networks (if possible).

Emergency Call type Total number of emergency calls received in year

Mobile Telephone Networks

Fixed telephones (landlines) networks

Campus/private companies networks

IP networks

Technology and equipment used in the PSAPs:

Do all PSAPs use the same technology in your country? Yes No Some of them (please explain)

Comments:

How are the PSAPs interconnected? Only via voice Voice and data interconnection for all PSAPs Some are interconnected via data others only voice interconnected

Comments:

In case of data interconnection, are these data exchanged thanks to a common network? Yes No

Comments:

Do the interconnected PSAPs use common databases? Yes No

Comments:

Global Public Safety Answering Points 2016 Available in all Available in some Comments Not available PSAPs PSAPs Geographic Information System (GIS) Computer Telephony Integration (CTI) Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System

Definitions:

CTI: It is a hardware and software combination that links telephone systems with computer systems for call handling and directing, call storage and forwarding, etc.

Workforce management system: It is a software tool dedicated to the management of human re sources. Its main functionalities are labor scheduling, time and work data collection, shifts’ organisa tion, etc.

Business Intelligence System: It is used in identifying, extracting, and analysing data. It aims to sup port better decision-making.

Caller Location in support of emergency services:

Method of providing mobile and landline caller location (pull / automatic-pull / push):

Time needed to provide it on request:

Type of caller location information (Cell ID, base station sector ID, GPS, wifi...):

Global Public Safety Answering Points 2016 Are common accuracy and reliability criteria defined? Are they applied? e.g. by Mobile Network Operators when they provide you with caller location information.

Apps 1. Are PSAPs in your country able to receive data (GPS based location, medical data etc...) from a special emergency app? Which one? From all emergency apps? 2. Feel free to share any feedback you have regarding the reception of data from emergency apps or plans you have to develop emergency apps.

Accessibility for people with disabilities (e.g. deaf and hard of hearing): 1. What are the facilities available for disabled citizens? Fax? SMS service? Video calls? Real Time Text service? 2. Do they have to register in order to get benefit from the service? Or are these facilities available to all citizens?

SMS service 1. If an SMS service is available in your country as a mean to reach emergency services, please indicate which type of phone number is used? 2. Is it available to all citizens? 3. Do citizens have to register in order to get benefit from the service?

Are emergency calls possible from handsets without SIM cards? eCall 1. Do you plan to implement eCall (electronic car safety system automatically calling emergency services in case of a serious car crash)? How? When? 2. Do you cooperate with TPS eCall providers (private call centres) in your country? Are you aware of the EN 16102 standard?

Public warning (Alert to citizens) 1. Please briefly explain how it works, how citizens are warned in case of large emergencies (Sirens, Radio, TV, Cell Broadcast, SMS). 2. Which organisation is responsible for this topic?

Quality of Service 1. Are all emergency calls recorded? How long are they stored? 2. Is the call handling service evaluated? Do call takers and dispatchers get assessed regularly in order to improve the service? How often? Are you using some kind of quality improvement systems / protocol?

Projects and/or Reforms and/or Upgrades 1. Please highlight any ongoing and future projects, reforms and upgrades of the emergency calls handling system 2. Are you considering the upgrading towards Next Generation emergency calls? See NG112 documents here.

Technology providers Please list the main technology/service providers for emergency calls and eCall handling in your country (PSAP software, hardware, critical network, TPS eCall providers, interpretation services etc...).

Global Public Safety Answering Points 2016 A publication of the European Emergency Number Association

EENA, the European Emergency Number Association, is a Brussels-based NGO set up in 1999 dedicated to promoting high-quality emergency services reached by the number 112 throughout the EU. EENA serves as a discussion platform for emergency services, public authorities, decision makers, associations and solution providers in view of improving emergency response in accordance with citizens’ requirements. EENA is also promoting the establishment of an efficient system for alerting citizens about imminent or developing emergencies.

Further information: www.eena.org

Do you have questions/comments? Please contact Jerome Paris ([email protected])

Global Public Safety Answering Points 2016