The Third-Party Service Providers (TPSP) Project, led by EENA, explored how third parties, such as relay service providers, telematics companies and tech platforms, can reliably connect with Europe’s emergency communication centres (Public Safety Answering Points, or PSAPs).

These TPSPs often act on behalf of end-users to initiate emergency calls, especially in cases where the user may not be able to do so directly, such as in vehicle crashes, for people with disabilities, or through non-voice channels like apps and devices.

The project was launched to address clear challenges, including the lack of standardised data exchange, inconsistent contact procedures between TPSPs and PSAPs, and the absence of formal agreements. Through a collaborative and multi-stakeholder approach, the project aimed to define a minimum set of data for TPSP-PSAP integration, identify optimal communication models, and develop templates for service agreements.

Read the final project report here

What the Project Explored

To reflect the diverse needs and scenarios in emergency communications, the project was divided into three thematic workstreams, each explored through virtual workshops:

  1. Vehicle telematics and eCall via TPSPs: Participants investigated how connected vehicles, through third-party platforms, can trigger emergency alerts and transmit critical information such as crash severity and location to the appropriate PSAP. Challenges addressed included accurate routing, multilingual handling, and the need for harmonised technical standards.
  2. Access for users with disabilities via TPSPs: This workstream focused on relay services (text, video, sign language) for people who are deaf or hard of hearing. Examples from Sweden and the Netherlands highlighted how such services ensure accessible and equivalent emergency access. The group also identified a need for harmonisation across borders and clearer data-sharing protocols.
  3. Automated non-voice emergency communications: This area looked at innovative technologies like wearables, smart sensors, and AI-driven platforms that can initiate emergency messages without a voice call. While these tools offer faster and more targeted response options, they also raise questions about standardisation, data security, and ensuring PSAPs can process and trust the incoming information.

Towards a Harmonised Emergency Response Ecosystem

Although the report mainly reflects the findings from the first phase (workshops), it lays the foundation for pilot activities in 2024 to test real-world integration. A set of recommendations emerged that could reshape how emergency calls are managed across Europe:

  • Standardisation: Establish a European-wide standard for how TPSPs exchange data with PSAPs, including common formats for location data and contextual information.
  • Certification and Agreements: Propose a certification system for TPSPs to ensure security, resilience, and quality of service, and encourage the use of uniform agreement templates across Member States.
  • Accessibility and AI: Support the expansion of accessible emergency services through relay providers and explore the responsible integration of AI in triaging and data enrichment processes.

The TPSP project is not just about technology. It is about building trust, clarity, and continuity in the critical chain of emergency response. Whether it is a vehicle crash, a silent text alert, or a sign language call for help, the goal is the same: to get the right help, to the right place, at the right time.