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AML report card: 2020 edition available now

As more countries implement Advanced Mobile Location (AML), you might find it hard to keep up with all the latest developments. Has your country already deployed this technology to provide accurate caller location information in times of emergency? What features are available and on which devices? How does this compare to your neighbours? The latest edition of our AML Report Card will help you to keep track!

The number of countries having deployed AML keeps increasing, but there’s still a long way to go. That’s why the AML Report Card is so important. By providing as much information as possible about how AML has been implemented across the world, countries can see the possibilities and impact of this technology. Our aim is that this helps to advance AML deployment in as many countries as possible.

What are you waiting for? Check out the 2020 edition to answer all your questions on 23 countries, including:

  • Where is AML deployed?
  • How are AML messages transmitted and how quickly are they received?
  • In which countries is AML activated for roaming users?
  • Where is AML working for Text-to-112 or equivalent?
  • How has AML impacted emergency services and citizens?
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EENA Conference moves to 06-08 October 2021

09 November 2020

EENA2021 moves from spring to autumn!

Dear EENA community,

Here comes November and the time when we can enjoy autumn landscapes with shimmering colours and golden sun rays. At EENA, usually this period of the year also marks the start of exciting preparations for the upcoming annual conference. However, most of the world keeps struggling with the spread of COVID-19 and many countries are being hit by a second wave of coronavirus.

In this unsteady climate, last month we decided to launch a survey within our community. The feedback is unequivocal: 85% of the respondents recommended postponing EENA2021 to the second half of the year. Also, since 92% stated that they miss in-person events, we are reassured in our conviction that our annual conference should be kept as a physical event. We believe that this is key to enabling meaningful exchanges between colleagues and friends from all over the world.

For these reasons, we have decided to postpone the EENA Conference & Exhibition until Autumn 2021.

Save the new dates for the next EENA Conference

Wednesday 6 – Friday 8 October 2021, in Riga


The venue will remain the Radisson Blu Latvija Conference & Spa Hotel in Riga, Latvia. We will be contacting speakers, exhibitors and sponsors in the next weeks to rearrange the plans.

Discover the other EENA events in store    

EENA has then decided to go virtual in the first semester of 2021 and is pleased to announce an event dedicated to Next Generation 112 (NG112) that will be held over a week in April 2021 (exact dates to be announced soon).

Also, on top of the regular EENA webinars, a series of webinars will focus on emergency communications reforms in European countries. Once a month, from January to June, emergency services will share their experience and plans with the EENA community. 

More information will come soon on the EENA website and in the next EENA newsletters. Stay tuned! Until then, please stay safe and know that we always support you during this challenging time.

Sending you our best,
The EENA Team


New documents: False, silent, hang-up & abandoned emergency calls

Emergency call-takers and dispatchers face many challenges every day. This includes understanding how to deal with silent callers and those who hang-up before explaining the situation. Alongside, false emergency calls remain a serious issue, with people calling about non-emergency situations, prank calling or harassing call-takers. EENA’s two latest updated documents explore these situations and highlight different ways to handle them.

False emergency calls affect all emergency services, diverting resources away from people who need urgent help. This can mean the difference between life and death for someone in trouble. European emergency services combat false emergency calls using different approaches. EENA’s latest document highlights these best practices.

In addition, dealing with silent, hang-up, and abandoned 112 calls can be a real challenge. In many cases, such calls may be genuine emergency calls, for instance made by people who lost consciousness or who cannot speak because they are involved in dangerous situations like robberies, kidnappings etc. Facing the problem of silent, hang-up, and abandoned 112 calls requires the extensive deployment of operational procedures and technological solutions, detailed in EENA’s latest document.


New report: Impact of COVID-19 on PSAP activities

How did European emergency call centres respond to the first peaks of COVID-19?

The COVID-19 pandemic posed many challenges for emergency services and required a great deal of adaptation in a short time frame. Our new report details how PSAPs, primarily in Europe, were impacted by the pandemic and the methods used to deal with the crisis.

Public Safety Answering Points (PSAPs) all over the world faced a serious health emergency and with this there were countless challenges. An influx of calls to emergency services, the need to introduce new protocols and establish new measures to protect the staff and ensure continuity of operations. In addition, the threat of ransomware attack or the potential need to shut down a PSAP further challenged the situation.

Alternative numbers, such as non-emergency medical numbers and dedicated crisis information hotlines, were a useful tool to reduce the number of emergency calls and prevent the saturation of emergency call centres. Especially in countries with numbers already well-established among the population, like Portugal or Sweden.

Emergency call centres did their utmost to respond to this atypical situation. However, we can still identify improvements to be made in the future.

The aim of this report is to provide insights and recommendations for countries to learn from each other and prepare for future healthcare challenges.

Artificial Intelligence AI

Artificial Intelligence & Machine Learning in Public Safety

Artificial Intelligence (AI) and Machine Learning (ML) are not only evolving very fast, but they are here to stay – how can Public Safety and Security organisations make the most of them?

As other advances such as connected objects (Internet of Things) make more and more data available for emergency responders, AI and ML have the potential to become the best support for decoding and processing all this information. Thanks to real time analysis of information, speech recognition, protocol developments and much more, AI and ML become a virtual assistant that enables emergency services to react quicker and more efficiently.

In our latest document, “Artificial Intelligence & Machine Learning in Public Safety” we look into how AI and ML are being developed in different organisations, which solutions are implemented for public safety and how they are set to change the way emergency services work in the near future.

Greece, Tsipras: ‘Fax is the future of European telecoms’

Tsipras: ‘Fax is the future of European telecoms’

2 May, 2016

Read this piece in greek here.

Greece’s Prime Minister, Mr. Alexis Tsipras, visited us at the EENA office this morning to announce a few good news. We welcomed a down-to-earth and honest man, far from the caricature depicted in the media. Here are some extracts of his exchange with Gary Machado, EENA Executive Director.

GM: Alexi, nice tie…

AT: I love it invisible like yours, Gary.

GM: You said you had some good news for us?

AT: (sipping Greek coffee prepared by Petros Kremonas) Yes, when it comes to calling the EU emergency number 112 in Greece, we will still be able to know exactly where you are not.

GM: So, how does this service “work”?

AT: When you call for an emergency, our 112 operator requests your location information from the Mobile Operators, who then send it over to us… BY FAX. This year we even improved the service. It only takes 28 minutes and 58 seconds instead of last year’s 34 minutes and 56 seconds in average. Not even 29 minutes – official and verified data.

GM: The EU law requests Member States to ensure that the data is provided “as soon as” the call reaches the emergency services; how do you cope with that?

AT: Well, it’s fairly simple Gary: Every year we publish a new Decree redefining “as soon as”.

GM: Brilliant! And how is this precise data calculated?

AT: That’s easy. Take 4,741,364.84 and divide it by 165,898.

GM: That’s obvious, apologies for asking.
What recommendations would you give to us all?

AT: A strict Crete diet is best. If you plan on hiking in Greece: first, remember to dial 112 when needed; second, when the 112 operator picks up the phone, stand still for 28 minutes and 58 seconds so that the Mobile Operator can determine the 10km area you’re calling from.

GM: Got it, very clear.
Any planned reforms?

AT: As of now all faxes with caller location information will be introduced from the left and not from the right; that’s a crucial reform I will personally take care of.

GM: We also heard about a revolutionary project…

AT: Indeed. We’ll now offer each and every Greek a pocket size 12 kilogrammes fax machine which can be carried as a backpack. They’ll connect to each other to form the Internet of Fax, fully compliant with Fax neutrality rules. We’re on our way to #DigitaliseEU.

GM: I’m so glad to see Greece back on track with this project!

AT: I understand; I was in the UK lately: their ambulance services get the GPS coordinates of callers within 30 seconds. 30 SECONDS GARY. We should take the time, no need to rush. I just hope we can go back up to 34 minutes instead of 28. I’ll have the Hellenic Statistical Authority on this today.

GM: Alexi, I think I can speak on behalf of the entire EENA team here: congratulations…

AT:  Thank you Gary, EENA is doing some awesome work with Advanced Fax Location* and we wouldn’t be anywhere without you.

The transcript of this conversation was recorded by Petros Kremonas. We apologise for any inaccuracies.

Photo taken during the visit of PM Mr. Alexis Tsipras in the EENA office.
Photo credits: Ms. Adobe Photoshop

Important disclaimer: This is a humorous piece and is by no means based on real events. The aim of this communication is to draw attention to the largely problematic emergency caller location in Greece. EENA remains available to work with all relevant stakeholders with the view of improving caller location in emergencies in Europe.

Did you know that in Greece an emergency call is located on average after 28 minutes and 58 seconds? Take a look at EENA’s short infographic HERE.

* Advanced Fax Location is an imaginary project, unlike Advanced Mobile Location.