EENA has developed a unique Standard to improve the provision of the emergency call handling service across the world for our fellow citizens. The programme allows Public Safety Answering Points (PSAPs) to benchmark themselves against a Standard specific to their mission. The Standard will reward those exemplar PSAPs committed to provide a high quality emergency call handing service.

EENA is encouraging all PSAP management across Europe to apply for the Standard. You can take the first step on this path by requesting your own copy of the Standard, which is free of charge to receive.

Benefits

  • Staff will be motivated to see their work being highlighted as “best in class”!
  • Reinforce the focus on quality; smarter working!
  • Vendors will react positively to the Quality initiative!
  • The Certificate will show to citizens that their PSAP is “best in class”!
  • EENA will raise the profile of the PSAP through PR, social media, 112 Awards event, and so on!
  • National & international press coverage showcasing the PSAP work and quality!
  • The Certificate will show to citizens that their PSAP is “best in class”!
  • EENA will raise the profile of the PSAP through PR, social media, 112 Awards event, and so on!
  • National & international press coverage showcasing the PSAP work and quality!

Process

  • All Auditors are Lead Auditor trained (ISO 9001)
  • Initial agreement with EENA and pre-audit self assessment
  • List Documents, or even agreed samples, should be in EnglishItem
  • Audit is both desktop-based and field-based
  • Internal peer review by EENA & final decision

Certified PSaPS

Being awarded the EENA Certificate of Quality Standard is a significant milestone for the Malaysian emergency response services. Obtaining the Certificate has been an ambitious objective, and we are happy to see the hard work of our colleagues being recognised to such standards. We will continue doing our utmost not only to maintain this level of quality but to keep improving the services we offer to people in Malaysia.

Mohd Norazhar Sulaiman

Senior Officer, Malaysian Emergency Response Services - MERS999

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.

Christof Chwojka

Managing Director, 144 Notruf Niederösterreich (Austria)

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 centre for the benefit of citizens. In addition, it also justifies the high value of the facilities and technological infrastructure that we have in Galicia.

Alfonso Rueda Valenzuela

Vice-President and Minister of Presidency, Public Administration and Justice, Xunta de Galicia

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.

Fernando Salguero

Director, Centro de Emergencias Castilla y Leon 112 (Spain)

Request a copy

Would you like a copy of the Standard? You are not an emergency services organisation but would still like a copy of the Standard?

You can contact Cristina Lumbreras, EENA Technical Director, at [email protected]