The European Emergency Number Association (EENA) is delighted to announce that 2 Public Safety Answering Points (PSAPs) have been awarded their Certificate of Quality Standard. The Certificate of Quality has been awarded to the 144 Notruf Niederösterreich PSAP (Lower Austria) and the Centro de Atención ás Emerxencias 112 Galicia – CAE 112 Galicia (Galicia, Spain), for their excellent performance following an extensive audit programme.
Public Safety Answering Points (PSAPs) need to meet a variety of specific requirements to make sure they provide services of high quality to people in need. Staff training and performance management, standardised operating procedures and handling emergency calls in different languages are just some of the criteria that need to be fulfilled.
"I would like to congratulate both PSAPs for their efforts in achieving their Certificate of Quality Standard. 144 Notruf Niederösterreich PSAP and CAE 112 Galicia have demonstrated their commitment to achieving the best results and outcomes for the citizens that they serve and the staff and management concerned should be very proud of their achievements" noted Tony O'Brien, EENA Deputy Executive Director.
"The 112 EENA Certificate of Quality Standard has been an ambitious goal of 144 Notruf Niederösterreich because of its incredible benefits. To be awarded this Standard is independent proof that our employees do an excellent job, focusing on quality and delivering the kind of professional care to our 1.7m citizens. Answering about 340.000 emergency calls and providing medical attendance along 4m patient contacts annually we are very proud to be one of the first PSAPs in Europe to receive this outstanding quality award and proud to provide the very best the service we can to our patients”, said Christof Chwojka, Managing Director 144 Notruf Niederösterreich.
"For CAE 112 Galicia and the Xunta de Galicia, it is a great honour having achieved the "Certificate of Quality Standard". It's recognition of the good work and effort done by the great team of professionals working at the emergency call center for the benefit of citizens. In addition, it also justifies the high value of the facilities and technological infrastructure that we have in Galicia", said Alfonso Rueda Valenzuela, Vice-President and Minister of Presidency, Public Administration and Justice of the Xunta de Galicia, and President of Axencia Galega de Emerxencias (AXEGA).
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. It is the only programme of its type anywhere in the world designed specifically for PSAPs.
144 Notruf Niederösterreich website, available here.
CAE 112 Galicia website, available here.
For further details on the EENA PSAP Certificate of Quality Standard see here.
Certified PSAPs, available here.
For further information please contact Tony O'Brien at [email protected].