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.


  • Staff will be motivated to see their work being highlighted as “best in class”!
  • Reinforce the focus on quality; smarter working!
  • The Certificate will show to citizens that they receive high level service;
  • Decision makers/political leaders are showed that your organisation is recognised as “best in class”;
  • Be recognised by your peers (in your country and internationally) as “best in class”;

  • EENA will promote your certification (press release; social media; certificate handed over to you during EENA annual event, etc).

  • Identify weak spots: the audit will give advice on how to improve even further;
  • Help to create a roadmap for the future development of the service.


  1. EENA was contacted and EENA Quality Standard for PSAPs document shared with the applicant.
  2. Pre-audit questionnaire to be filled in by the applicant.
  3. Price estimate provided to the applicant.
  4. Formal agreement (including work description, confidentiality clause, costs, payment plan) between EENA and the applicant.
  5. Assignment of auditors (they are all Lead Auditors trained by EENA).
  1. Applicant required to provide documents (or samples if so agreed) to auditors. These documents must be in English.
  2. Desktop audit conducted remotely by auditors.
  3. Intermediate report prepared by auditors and shared with the applicant.
  1. Preparatory work based on findings of the desktop audit. Field audit plan prepared by auditors.
  2. Field audit plan shared with the applicant. Preparatory work by the applicant.
  3. Field audit.
  4. Final report prepared by auditors.
  5. If the report is in favour of certification, EENA certificate given for 3 years;

If the report does not recommend the certification, EENA gives some time to the applicant to resolve the issue(s) and conduct a final review as to whether the certificate will be delivered.

  1. Press release and communication prepared by EENA, with the certificate usually handed over to the certified organisation during the EENA annual event.
  2. Yearly check after 1 year (if needed).
  3. Yearly check after 2 years (if needed).
  4. After 3 years, the audit process should be done again to maintain the certification.

Certified PSaPS

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].