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Ecuadorian PSAPs rewarded for quality of emergency services to citizens
Two Public Safety Answering Points (PSAPs) from Ecuador have been rewarded with EENA’s Certificate of Quality Standard. The PSAPs of Quito and Santo Domingo obtained the certificate after an extensive audit programme, which evaluated their commitment to quality and their performance against specific quantitative and qualitative criteria.
“This is the best recognition of the professional standards and dedication of the colleagues working in Quito and Santo Domingo” said CEO Ing. Christian Zapata Rivera, Servicio Integrado de Seguridad SIS ECU 911. “We are very proud of this accomplishment, which proves that these PSAPs are top-performing when compared to their peers globally.”
Quito and Santo Domingo join other PSAPs from around the world rewarded with EENA’s Certificate of Quality Standard; in fact Ecuador becomes the first country in America to receive this certification.
“We are honoured to reward the PSAPs of Quito and Santo Domingo with this certificate” said Tony O’Brien, EENA Deputy Executive Director and responsible for the certification programme. “I wish to congratulate the PSAP staff for their excellent work results, and for their determination to provide emergency services of the highest standards to citizens.”
Insights into the Ecuadorian PSAPs Certification
This evaluation process lasted a year, culminating in a visit of external auditors of EENA to Ecuador from 16th to 23th April. The audit coincided with the 7.8 Richter magnitude scale earthquake occurred in Ecuador on 16th April, the strongest suffered in this country in the last 70 years. Under these circumstances, the audit verified the work of the Integrated Security Service ECU 911 and demonstrated first-hand the high level of resilience to a catastrophe of this magnitude.
The Integrated Security Service ECU911 manages an integrated management model, which includes all institutions of response, relief and security in the same place; that way coordination and emergency are taken care of at the same level, being highly efficient to the requirements of citizenship.
What is the Certificate of Quality Standard?
The Certificate of Quality Standard is a voluntary programme that allows emergency call centres to measure the quality of their services to citizens against specific related criteria. It is the only programme of its type in the world, designed specifically for PSAPs.
PSAPs need to meet specific requirements to make sure they provide high quality services to people in need. Staff training and performance management, standardised operating procedures and handling emergency calls in different languages are some of the criteria that need to be fulfilled.
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, researchers, associations and solution providers with a view to improving the 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.
The EENA memberships include more than 1300 emergency services representatives from over 80 countries world-wide, 80 solution providers, 15 international associations/organisations, more than 200 Members of the European Parliament and over 90 researchers.