Where are we with Real-Time Text?
- September 24, 2024
- Categories: Access to emergency services
In the rapidly evolving world of public safety, ensuring that emergency services are accessible to all citizens remains a top priority for EENA. In October 2023, EENA published a blog post on the state of play in meeting the accessibility requirements of EU legislation. One of the most critical aspects of this effort is the implementation of real-time text (RTT). But what exactly is real-time text, and why does it play such a critical role in emergency communications?
RTT is a fundamental communications tool that enables people with disabilities to communicate with each other and to contact emergency services effectively. RTT allows for instantaneous text communication with real-time interaction between users and Public Safety Answering Points (PSAPs). RTT also benefits people who may not have a disability but face temporary communication challenges, like during high-stress situations where speaking may be difficult. As we approach critical regulatory deadlines, where do we stand with RTT implementation? Let’s explore the current state of play.
Why Real-Time Text Matters for Public Safety
Accessible and equivalent emergency communications are an absolute necessity. As of today, emergency communications right across Europe rely heavily on voice calls, a method that excludes a significant portion of the population, particularly those with disabilities.
RTT offers a solution by enabling individuals to communicate in real-time using text, which can be critical for people with hearing or speech impairments, or those who are unable to speak in an emergency situation. Furthermore, RTT implementation is a requirement of the European Accessibility Act (EAA), supported by the European Electronic Communications Code (EECC), which together establish the legal framework for accessible and equivalent emergency communication in Europe.
EU Legislation & Requirements: The Mandate for RTT
The EAA mandates RTT as a core service for interpersonal communications i.e. person-to-person (P2P) communications. The EAA sets June 2025 as the deadline for implementing RTT on public networks as a P2P communications service with a potential extension, by way of derogation, for its implementation as an emergency communications channel until June 2027. This additional time, should it be availed of, provides Member States the opportunity to trial RTT in non-emergency settings, allowing technical and operational issues to be resolved before it becomes a critical channel for emergency communications.
Delegated Regulation (2023/444), supplementing the requirements of Article 109 of the EECC, provides further support for RTT. The EECC mandates that end-users with disabilities must have equivalent access to emergency services. This means being equivalent to a voice call to emergency services which supports two-way (back and forth) communications, free of charge access at home and while roaming, be provided without any need for prior registration and provide caller location information. RTT as a means of accessing emergency services must also have a level of awareness in society that is so widespread and ingrained that it becomes an instinctive option for everyday users, just as dialling 112 is for most people.
By March 2024, Member States were required to assess how their national systems meet the functional equivalence requirements set out by the delegated regulation. EENA is not aware of any Member State that has fulfilled this requirement yet but understands that most, if not all, means of access to emergency services that exist today do not fully meet all equivalence criteria and have, until now, been implemented on a best-efforts basis.
RTT – Progress So Far
Across Europe, the implementation of real-time text (RTT) for emergency services is progressing, but the pace and scope of adoption vary significantly from country to country.
RTT is operational in some countries in Europe using mobile apps as detailed in EENA’s 2023 document on RTT implementation. The first native deployment of RTT in North America was showcased in an EENA Webinar in December 2023. Native RTT means the service is built directly into devices and networks, eliminating the need for separate apps or data connections. It is EENA’s strong view that native deployment in devices and networks is the only way to guarantee full equivalence at home and while roaming.
While some countries have taken significant steps forward and are already testing native implementation of RTT, others are still at the planning stage. EENA anticipates the first live deployments in Europe, albeit with some limitations (e.g. only available on certain networks and devices), by the end of Q.1 2025.
A key catalyst for implementing native RTT is the recent ETSI (European Telecommunications Standards Institute) publication of TS 103 919, which provides technical guidelines for implementation. This document emphasises the need for interoperability across Europe and highlights the importance of supporting multiple media forms—voice, text (including RTT), and video—collectively termed as “total conversation”. Video is particularly beneficial for users who rely on sign language interpreters for emergency communications. Importantly, this technical specification, provides the basis for a harmonised standard for accessible emergency communications which will be published in due course.
Planning RTT implementation during the transition to packet-switched electronic communications networks and services
RTT implementation comes at a time when electronic communications networks and services are transitioning from circuit-switched to packet-switched technologies. Broadly speaking, this transition will improve the speed and capacity of electronic communications networks while enabling the implementation of IP Multimedia Subsystem (IMS) based services like VoLTE (Voice over LTE – i.e. 4G Voice) and RTT. In accordance with the requirements of Delegated Regulation 2023/444, several Member States have submitted roadmaps to the European Commission outlining their plans for upgrading PSAP systems to support packet-switched technologies. EENA has had sight of some of these plans and provisions have been made for the introduction of services like RTT, VoLTE and SIP-PIDF-LO. Check out EENA’s web page on the implementation of EU regulatory requirements for more detailed information on Member State roadmaps that are publicly available.
Challenges Ahead
While the progress toward RTT implementation is promising, several significant challenges remain. RTT relies on packet-switched technologies, and for it to function correctly, seamless connectivity between different networks (e.g., 4G and 5G) and across countries is essential. Mobile Network Operators (MNOs) have a fundamental and central role in ensuring that P2P RTT can function between end-user devices on different networks, both domestically and while roaming. This seamless interoperability is an essential first step if RTT is to serve as a reliable means of access to emergency services in the future. Without seamless RTT functionality across networks, its potential as a lifeline during emergencies is compromised. Furthermore, device-level interoperability across different operating systems, manufacturers, and network technologies presents one of the most daunting hurdles to ensuring the deployment of widespread interoperable RTT services.
There are several major Original Equipment Manufacturers (OEMs) producing smartphones, including Apple, Google, Samsung, Xiaomi, Huawei, and others. These devices run on different operating systems—with iOS and Android being the dominant platforms—and ensuring RTT functions consistently across this wide range of devices and operating systems is complex. Strong involvement from OEMs and OS providers is essential to ensuring compatibility and interoperability across the full spectrum of devices and networks, irrespective of unique network configuration requirements, such as subscription profiles.
Each OEM may implement features differently, which can lead to compatibility and interoperability issues. For instance, an RTT-enabled device on one network may not work seamlessly with a device connected to a different network or running on another operating system. Ensuring that devices running different versions of iOS or Android can transmit and receive RTT reliably will require significant coordination between telecommunications providers, OEMs, and PSAPs.
Although PSAPs have the option of a derogation until 2027 for receiving and processing RTT emergency communications, it is crucial for them to begin working with solutions providers now to start planning the necessary technical changes to facilitate RTT deployment in a way that aligns with their operational needs. EENA urges PSAPs to get involved early and closely monitor P2P RTT deployments and their interoperability across networks, operating systems, and OEMs. Any interoperability issues with P2P RTT are likely to impact RTT to PSAPs in the future.
Moreover, upgrading PSAP systems to handle RTT alongside other forms of communication like video and voice calls will be an expensive and complex endeavour. The need to train PSAP staff to handle these new modes of communication is equally critical, requiring both technical and operational adjustments.
What’s Next?
The next 9-12 months will be a critical period for RTT implementation. The June 2025 deadline for RTT implementation on public networks is fast approaching, and stakeholders in many countries are working to meet this timeline. EENA is committed to supporting these efforts and facilitating cooperation between key stakeholders – including PSAPs, network providers, device OEMs and OS providers – to support the implementation of RTT.
We remain optimistic that RTT will become a primary means of access to emergency services by the regulatory deadline, crucial when a voice call is not an option, ensuring that everyone can access the help they need when it matters most.
Freddie McBride
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