The Public Safety Command Centre “112” of the Ministry of Internal Affairs of Georgia was actively involved in the process of managing the COVID-19 pandemic from the very beginning; and has been working continuously in emergency mode to provide timely and highly qualified services to every citizen.
Emergency calls and communication technology have a close connection to each other. However, the rapid technological change and its application in public networks and internal companies complicate routing emergency calls from companies to the most appropriate PSAP.
The modernisation of emergency communications requires a perfect balance of technology and human empathy. As underlined by the Next Generation 112 premises, more and more citizens expect to be supported by the emergency services through easy procedures and familiar tools.
Video calls and eye-on-scene technologies have already begun to build this reality, as evidenced by the stories of Patrick, a 2-year-old boy saved from choking, and of Alex, born thanks to remote support via video call.
The demands of the last year saw the rise of telehealth and teleworking. Many people, who had never before considered the possibility, were introduced to the concept of the remote office. The same can be said for emergency call-takers. As the importance of social distancing and quarantine became clear during the COVID-19 pandemic, many emergency call centres were presented with a unique challenge: how to continue to provide continuity of high-level service with the risk that call-takers would be unable to attend work? To address this, we saw the implementation of remote emergency call-taking.
Back in 2016, EENA and ETSI launched the first Next Generation 112 (NG112) Emergency Communications Plugtests. 5 years later, we’re going intercontinental. As today marks the kick-off of the fourth NG112 Plugtests, we look at why the event is so important and how it has evolved over the years.
Technology is changing the world at a breakneck speed. In this ‘global village’, where everything is intertwined and everyone can interact, challenges are increasing in different fields of society. The public safety sector is no exception. What trends and opportunities are beginning to emerge? What are the challenges and threats that arise?
We don’t need to tell you that 2020 was a challenging year for emergency services on many fronts. While health professionals worked tirelessly to fight the outbreak of COVID-19, it soon became clear that hackers and other malicious online actors will not rest during this global crisis. The importance of cybersecurity for emergency organisations became clearer than ever before.