Launched in April 2017, the EENA–Waze Pilot Project explored how real-time, crowdsourced traffic and incident data could enhance emergency response operations across Europe.
A collaboration between the European Emergency Number Association (EENA) and the Waze Connected Citizens Program, the project involved four emergency services from Austria, France and Italy, with the goal of testing whether information shared by Waze users—such as car accidents and road hazards—could be effectively used by emergency services to improve decision-making, reduce response times and inform the public.
Waze, the world’s largest community-based traffic and navigation app, offers anonymous, real-time data directly from drivers on the road. This pilot project aimed to see if this kind of crowdsourced intelligence could be used to benefit both emergency responders and the public during urgent situations.
Using Waze to support emergency response
The project tested two main use cases: receiving incident notifications from Waze and providing verified information back to the public via the app. In the first case, emergency services monitored Waze reports in real time—either integrated directly into their Computer-Aided Dispatch (CAD) systems or accessed via online tools. This helped operators confirm incident locations when callers were unsure of where they were, particularly on motorways. In some instances, Waze reports appeared faster than emergency calls, though legal constraints prevented dispatching based solely on Waze data.
In the second use case, public safety agencies used Waze to share traffic-impacting events like road closures, accidents or hazardous conditions. These updates appeared directly in the app, helping drivers reroute and avoid congested areas. Some pilot sites automated this data-sharing process via their CAD systems, while others relied on manual input. Feedback showed this approach was highly valued for reaching drivers in real time and reducing the strain on emergency call centres during major incidents.
Additional areas of exploration included the potential for using Waze data to support route planning for emergency vehicles, monitor abnormal traffic patterns that could signal an incident, and test new features such as roadside assistance alerts.
Insights, impact and next steps
The pilot project demonstrated that integrating crowdsourced data into emergency operations can bring tangible benefits. Waze reports helped improve incident location accuracy, offered potential time savings in response, and opened a new, effective communication channel between emergency services and the public. While the project highlighted the need for further legal and operational clarity—particularly around using user-generated reports for dispatch decisions—it also showed that such data can complement traditional channels and strengthen overall situational awareness.
Recommendations from the project include:
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Integrating Waze data into CAD systems for streamlined access.
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Establishing clear protocols for when and how to act on crowdsourced reports.
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Using Waze as a proactive communication tool to inform the public in real time.
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Encouraging further innovation in route optimisation and incident prediction using traffic data.
All pilot sites expressed strong interest in continuing to use Waze tools beyond the project, setting the stage for broader adoption across Europe. As emergency services evolve in a digital, data-rich environment, the EENA–Waze project stands as a successful example of how public-private collaboration and citizen-sourced information can help build faster, smarter and more connected emergency response systems.