EENA Operations document on ‘Assessing meaningful response times’ released

The aim of this document is to provide a general overview of why response times are needed and why the quality of those interventions needs to be robustly and transparently measured from the citizen's perspective. It discusses the types of interventions that need to be evaluated and provides a rationale for doing so. The document also presents recommendations for emergency response organisations (EROs) to adopt allowing benchmarking exercises to be undertaken whilst reinforcing the interests of the citizen at the centre of the work.

To read the 'Assessing meaningful response times' document please click here.

EENA Operations document on ‘Managing the tendering process’ released

Most public authorities at some stage will engage in a tendering process as it seeks to procure goods and services from a private organisation. Public procurement can be defined as the acquisition, whether under formal contract or not, of works, supplies and services by public bodies. It ranges from the purchase of routine supplies or services to formal tendering and placing contracts for large infrastructural projects by a wide and diverse range of authorities. 

The purpose of this document is to provide a reference source with relevant, clear and objective information for public authorities, emergency service organisations, PSAP management, the vendor/supplier community and any such stakeholder who are involved in the tendering process. The document intends to provide such information is written for the purposes of the emergency service community but many of the reference materials are applicable from general procurement rules. 

To read the 'Managing the Tendering Process' document please click here.

EENA Operations document on ‘112 PSAPs Technology’ Released

The purpose of this document is to create a general overview of technological systems and services used within 112 systems today.

Depending on the mandate of the public safety answering point (PSAP), the main technological systems that are necessary are, for instance, call taking system, computer aided dispatch (CAD), Geographic Information System (GIS) and the radio network. Calls are received, recorded and answered through call taking facilities and events are created, dispatched and tracked through the CAD. By use of GIS it is possible to visualize
caller location and also positions of mobile units. Advanced layers of GIS make it possible to, in real time, have supplementary but important information for the intervention. Additionally, radio network is used to communicate with mobile units. All those systems are supposed to be seamlessly interconnected and interworking one with another.

The level of complexity and degree of implementation of those systems depend on many factors. Some of them are: emergency services organisation (national, regional or local), procedures in place, historical development of the 112 service and budget. One of the main aspects to be taken into account is what 112 model applies as it will explain for example what organisation is responsible for handling the calls and/or dispatching the units.

This document will try to refer to all technological systems that might be part of PSAPs from a high level perspective trying to outline the functionality of each system. The main goal is that readers can understand the importance of each system and why it should be included inside the PSAP. 

To read the '112 PSAPs Technology' document please click here.


EENA Operations document on ‘Contingency plans’ released

All public safety answering points (PSAPs) have to be available or reachable 24 hours a day, all year long. However, they may become partially or totally unavailable due to all kind of different reasons such as technical failures, epidemics or natural disasters. Emergency services need to be prepared to react when situations like this occur. Consequently, PSAPs have to ensure that people who are in life-threatening situations and need urgent assistance are able to contact emergency services, calls can be handled and first responders can be dispatched. This can mean the difference between life and death for someone in an emergency.

This document will give an introduction to measures that can be taken to respond to potential disruptions and to recover from these business disruptions and system failures. Also it will give examples in the different areas where these threats can occur. This document is not meant to give a complete implementation guide and give all the in depth possibilities but it tries to give a clear overview of potential measures such as the relocation of staff, use of information technology systems on secondary locations and even fall back to the use of manual procedures when automated systems fail.

To read the 'Contingency Plans'  document please click here.


EENA NG112 document on ‘Next Generation 112 transition models’ released

This document provides an overview of how to transition from an existing 112 emergency architecture to NG112 using a number of different steps. The intent of this document is to assist implementers in planning the migration of their specific 112 deployments to NG112. Different transition models allow a solution to be selected based on specific implementation factors including transition time, budget and required functionality.

To read the 'Next Generation 112 Transition Models' document please click here.


Social Media and Civil Protection – EENA to participate in the EU project EMERGent

Paderborn (Germany) – Social media is a serious and fast growing phenomenon for creating and maintaining social links. The convergence of social networking and mobile media technology is also shifting the way people communicate, and gain or share information, especially during emergency or crisis situations. For example, during catastrophes throughout the world, like the Loveparade disaster 2010 in Germany or hurricane Sandy 2012, social media has been widely used.

The EmerGent project, which will run for 3 years, will examine the positive and negative impact use of social media in emergency situations involving citizens, emergency service organisations and public authorities. EmerGent will provide guidelines and tools on how to use social media which the emergency service organisations could use during and after emergencies in the future.

EENA is delighted to be a partner in this project and looks forward to contributing to the overall project objectives. The following organisations are members of the project:

For further information, please check out the project website, Facebook page, or follow us on Twitter (@FP7_Emergent).

NB: This project has received funding from the European Union's Seventh Framework Programme for research, technological development and demonstration under grant agreement no 608352.

Public Safety Answering Points in Europe 2013

We are delighted to release the update of the “Public Safety Answering Points (PSAPs) in Europe” document for 2013. It has been prepared with the generous contribution of our members from the EENA Advisory Board and the 112 Emergency Services Staff Network (112 ESSN) and we have done our utmost to provide an accurate reflection of the 112 structure based on these contributions. We would like once more to express our sincere gratitude to all members for their efforts.

In addition to the 28 EU countries, and Iceland, Norway, Serbia and Turkey this year’s publication provides information on PSAPs organisation in Albania, Bosnia Herzegovina, Kosovo, Moldova, Republic of Macedonia and Montenegro. More relevant information has been added to the document, such as information on the number of emergency call-centres, number of emergency calls and on the technologies used by emergency services.

The document serves to illustrate the complexity of each national structure.

Enjoy your reading!

Please click here to download the abstract of the document.

First emergency control centre in the world to receive EENA’s Certificate of Quality Standard

""The European Emergency Number Association (EENA) is delighted to announce that the first PSAP to receive its Certificate of Quality Standard is Centro de Emergencias Castilla y Leon 112 from Spain. The Certificate of Quality has been awarded to Castilla y Leon 112 following an extensive audit programme.

The Certificate of Quality Standard, launched in June 2013, is a voluntary programme designed to allow emergency call centres to measure their quality of service to the citizen against specific related criteria.

"I would like to congratulate Centro de Emergencias Castilla y Leon 112 for being the first emergency control centre in the world to have the Certificate of Quality Standard. The Certificate of Quality Standard reinforces the importance of quality when dealing with emergency calls, therefore I am convinced that we will see many more emergency control centres receiving it in the future" says Tony O'Brien, EENA Deputy Executive Director.

"We are thrilled to be awarded this Certificate of Quality by EENA. I am proud of the Castilla y Leon management and staff for this wonderful achievement following on from months of planning and hard work. This certification will definitely benefit the citizens that we serve. For us, quality is at the heart of everything that we do", says Fernando Salguero, Director of Centro de Emergencias Castilla y Leon 112.

For more information on the " EENA Certificate of Quality Standard", please click here.

112 Awards Ceremony













The 112 Awards Ceremony has revealed its winners. Awardees from the Czech Republic, Finland, Greece, Poland, Romania, Slovenia and Spain walked off with top honours rewarding their commitment to promote and improve the European emergency number 112.

The 112 Awards Ceremony was a night to remember for the around 350 participants (emergency services representatives, international organisations, representatives of the European institutions, solution providers) who came to recognise and support excellence throughout the European-wide emergency services field.

Held in conjunction with the EENA Conference 2014, the 112 Awards Ceremony concluded the quest for outstanding initiatives in the field of emergency services and rescue. Applications from all over Europe were submitted in the categories of the competition and a panel of independent experts assessed them before the EENA members gave their final vote. The winners of the 112 Awards 2014 were announced:

  • The outstanding call taker is from Poland
  • The outstanding citizens are 5 children and a journalist from Poland
  • The outstanding 112 education initiative came from Greece
  • The outstanding emergency call centres are in Moravia, the Czech Republic and in Catalonia, Spain
  • The outstanding reform of the national 112 system award went to Romania
  • The outstanding rescue was carried out in Finland
  • The outstanding emergency services innovation was implemented in Slovenia

"Congratulations to all the winners and nominees for their outstanding efforts to promote and improve the European emergency number 112. During the 112 Awards Ceremony, which can be considered the "Oscars for the emergency services", the 112 Awardees demonstrated to us that we can build a safer society together and set the bar for emergency services worldwide", commented Demetrios Pyrros, Chair of the EENA Advisory Board.

The 112 Awards Ceremony, which is run in conjunction with the conference, recognises and rewards some of the emergency services and citizens for their outstanding achievements in improving and promoting the European emergency number 112.

EENA Operations document on ‘112 Apps’ released

The Operations and Next Generation Committees of the European Emergency Number Association (EENA) have published their 112 Apps Document, in order to provide emergency services with a high level description of a common technical architecture for Apps providing access to emergency services.

The document describes the functional requirements, architecture and the minimum set of data to be sent by 112 smartphones Apps to the most appropriate emergency call centre in case of an urgent situation. Furthermore, this document offers an overview of some of the already available Apps for emergency services in Europe.

"We are delighted to release this unique reference document thanks to the contribution of our Operations and NG112 Committees members. EENA strongly believes that all emergency Apps have to work in a standardised way. The document emphasises the benefits of a harmonised functioning of the emergency services access Apps all over Europe", announces Cristina Lumbreras, EENA Technical Director.

112 Apps is a main topic on the agenda of the EENA Conference 2014 (April 2-4, Warsaw, Poland) which will be attended by 400 emergency services and industry representatives from all over Europe and beyond.

Download the EENA 112 Apps Document.