Public Safety Answering Points in Europe A Publication of the European Emergency Number Association 2014
13 November 2014 Dear EENA Members, We are delighted to inform you that the update of the Public Safety Answering Points (PSAPs) in Europe document for 2014 is now available. The publication of this document was possible thanks to the generous contribution of the EENA network of emergency services and related public authorities. We would like to take the opportunity once again to express our sincere gratitude to them for their efforts. In addition to the 28 EU countries and Albania, Bosnia & Herzegovina, Iceland, Kosovo, Moldova, Republic of Macedonia, Montenegro, Norway, Serbia, and Turkey this year s publication provides information on PSAPs organisation in Switzerland and Georgia. As every year, all information has been updated and we focused on getting more accurate data for each and every country. The PSAPs in Europe document aims to illustrate the complexity of each national structure in terms of the functioning of PSAPs, and provide a clear idea of how the related framework in each respective country functions. Enjoy your reading! The EENA Team Public Safety Answering Points in Europe - 2014 edition 2
Table of contents Albania 5 Austria 8 Belgium 12 Bosnia & Herzegovina 16 Bulgaria 19 Croatia 23 Cyprus 27 Czech Republic 30 Denmark 34 Estonia 38 Finland 42 France 47 Georgia 52 Germany 56 Greece 60 Hungary 64 Iceland 68 Ireland 72 Italy 77 Kosovo 82 Latvia 86 Lithuania 89 Luxembourg 93 Macedonia (Republic of) 97 Malta 100 Moldova 103 Montenegro 106 Netherlands 109 Norway 113 Poland 116 Portugal 120 Romania 124 Serbia 129 Slovakia 132 Slovenia 136 Spain 140 Sweden 145 Switzerland 150 Turkey 153 United Kingdom 157 Annex 1: Acronyms used in the framework of emergency communications (non exhaustive) 161 Annex 2: Questionnaire answered by each country 162 Public Safety Answering Points in Europe - 2014 edition 3
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 entirely based on the information provided by EENA members and by Member States in their response to COCOM and EGEA questionnaires and in the Eurobarometer Survey on 112. 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 jp@eena.org. Public Safety Answering Points in Europe - 2014 edition 4
Iceland Population: 320,000 Area: 103,000 km2 Organisation Handling 112 calls: Neyðarlínan ohf (112 Iceland) National legislative / regulatory acts on 112 references: Lög um samræmda neyðarsvörun. nr 40/2008 (Law on central emergency answering service) Other available emergency numbers: None 112 Model: A person reporting an emergency calls 112, then an operator answers. The operator s mission is to identify the location and nature of the emergency, and the identity of the caller, prior to dispatching the appropriate emergency service or transferring the call over to the Police command centre. If the incoming call is simply a police business, the call is transferred over to the Police command centre, where police operators deal with the caller. Emergencies that require attention from multiple agencies stay with the 112 operator, who then notifies the Police Command Centre of the need for Police attention, while still maintaining communication with the caller, as well as the fire/ambulance crews as needed. Number of PSAPs: Number of PSAPs for 112: 2 Number of PSAPs for Fire and Rescue services: 0 Number of PSAPs for Emergency Medical Services: 0 Number of PSAPs for the Police: 0 Total number of PSAPs in your country: 2 Comments: As far as the caller is concerned there is only one PSAP. We actually do have two locations, but they function as one. Sometimes we only staff one of them, and sometimes both, just as the shift schedule demands. Once location and identity of caller has been identified, and it is a police matter, the call gets handed over to the police, who then completes the call in their CC. The number of PSAPs will not increase in any near future, but it is possible that the police CC will move closer to integration than it is currently. It is already in the same location, but procedures need improvement to achieve the integration. Public Safety Answering Points in Europe - 2014 edition 5
Iceland Total Number of emergency calls (to 112 but also to other emergency numbers if any) in 2013: Number of calls to 112 received in 2013: 202,517 Number of calls to the number dedicated to Fire and Rescue services received in 2013: Number of calls to the number dedicated to Emergency Medical Services received in 2013: Number of calls to the number dedicated to the Police received in 2013: Total number of emergency calls (to the 112 agency, to the Police, to Fire Brigades, to Medical Services) in 2013: 202,517 Number of calls per year from mobiles, landlines, campus/private and IP networks: Emergency Call type Total number of emergency calls received in 2013 Mobile Telephone Networks 133,000 Fixed telephones (landlines) networks 69,000 Campus/private companies networks IP networks Iceland cannot differentiate these from regular landlines, but larger companies are typically very good in providing them with the direct number as a B-number, and they have XML interface for them to maintain their in-house directories with them. Negligible Technology and equipment used in the 112 PSAPs: Do all PSAPs use the same technology in your country? Both PSAP locations use the same technology, during normal operations. How are the PSAPs interconnected? The remote site is connected over IP to the main location, and then further connected via conferencing with each operator, in order to try to achieve all in the same room feeling. Each PSAP then also has an overview camera angle on a wall mounted screen, showing the overview of the other PSAP. Do the interconnected PSAPs use common databases? Both locations work off of the same database. What of these technologies is available in the PSAPs in your country? Geographic Information System (GIS) Computer Telephony Integration (CTI) Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System Technology not available Available in all PSAPs X X X X X Available in some PSAPs Comments Comments: Avaya phone system, witness recorder, Virtual servers running home-grown fleet Public Safety Answering Points in Europe - 2014 edition 6
Iceland management system, based on GIS databases, end storing incident logs for every phone call that reaches Iceland s operators. Tetra is used to communicate to emergency services in the field. SMS widely used for dispatching larger groups e.g. SAR. Caller Location in support of emergency services: Method of providing mobile caller location: Push Time needed to provide it on request: Not applicable Type of caller location information (Cell ID, base station sector ID...): Cell ID, Sector ID. Some only provide omnidirection. The only accuracy criterion Iceland can state, is As good as it gets! which is definitely not good enough. Are common accuracy and reliability criteria available for all PSAPs? Non answered Accessibility for people with disabilities: Anyone can send an SMS directly to the PSAP, but the primary motivator for enabling that was to allow deaf and mute people to communicate with emergency services. As it turns out, this has more been used by people that are unexpectedly turned mute as a result of stroke or ailment, or by persons intending to commit suicide, and wanting to leave a note, but not wishing to have their plan derailed. 112 available from handsets without SIM cards: Yes Public warning: Radio and TV are contacted by civil protection agency, then a message is broadcast. In addition, cell towers can be queried for GSM numbers registered and SMS s can be sent directly to all those present in a specific area. In popular hiking areas, sonic booms are used, signalling hikers to get to high ground, and seek to get either radio or GSM coverage. ecall implementation: ecall will be handled by 112 PSAPs. Minor regulatory changes are underway. The test equipment has been ordered, and the plan is to test it before the end of 2013, and be fully ready by late 2014. ecall Model 1: ecalls routed as 112 calls. The most appropriate PSAP will receive 112 calls and ecalls. Public Safety Answering Points in Europe - 2014 edition 7
Iceland Projects and/or Reforms and/or Upgrades: Continuous improvements on all aspects, but primary focus currently on modernising the software design to better enable us to make use of advanced technologies. e.g. IP, social media etc... Technology providers: Avaya Samsyn Nyherji Stokkur Siminn Vodafone Nova Public Safety Answering Points in Europe - 2014 edition 8
List of acronyms Annex 1: 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 Public Safety Answering Points in Europe - 2014 edition 9
Questionnaire Annex 2: Questionnaire answered by each country Country: Population: Area (km2): 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. Please use the 112 models charts prepared by EENA (you can find them here) to illustrate the functioning of your national emergency calls system. Number of PSAPs: Please provide the total number of PSAPs in your country and the split of these PSAPs for each emergency service: Number of PSAPs for 112: Number of PSAPs for Fire and Rescue services: Number of PSAPs for Emergency Medical Services: Number of PSAPs for the Police: Total number of PSAPs in your country: Comments: Outline any plans in place to increase or reduce the number of PSAPs in your country: Total Number of emergency calls (to 112 but also to other emergency numbers if any) in 2013: Please provide the total number of emergency calls received in 2013 in your country and the split of these calls for each emergency service Number of calls to 112 received in 2013: Number of calls to the number dedicated to Fire and Rescue services received in 2013: Number of calls to the number dedicated to Emergency Medical Services received in 2013: Number of calls to the number dedicated to the Police received in 2013: Total number of emergency calls (to the 112 agency, to the Police, to Fire Brigades, to Medical Services) in 2013: Public Safety Answering Points in Europe - 2014 edition 10
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. Emergency Call type Total number of emergency calls received in 2013 Mobile Telephone Networks Fixed telephones (landlines) networks Campus/private companies networks IP networks Technology and equipment used in the 112 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: Do the interconnected PSAPs use common databases? Yes No Comments: What of these technologies is available in the PSAPs in your country? Not available Available in all PSAPs Available in some PSAPs Comments Geographic Information System (GIS) Computer Telephony Integration (CTI) Computer-Aided Dispatch (CAD) system Workforce management system Business Intelligence System 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 Public Safety Answering Points in Europe - 2014 edition 11
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 fixed caller location (pull / automatic-pull / push): Time needed to provide it on request: Type of caller location information (Cell ID, base station sector ID...): Are common accuracy and reliability criteria available for all PSAPs? Accessibility for people with disabilities (e.g. deaf and hard of hearing): 112 available from handsets without SIM cards? 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) ecall implementation: Please explain your plans regarding the implementation of ecall (handling of ecalls by 112 PSAPs or by stage 1 PSAPs/specific PSAPs; already testing ecall; plans regarding TPS ecalls...). Projects and/or Reforms and/or Upgrades: Please highlight the ongoing and future projects, reforms and upgrades Technology providers: Please list the main technology providers for emergency calls handling in your country (PSAP software, hardware, critical network, etc...) Public Safety Answering Points in Europe - 2014 edition 12
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 Any questions/comments? Contact Jerome Paris (jp@eena.org) Public Safety Answering Points in Europe - 2014 edition 13