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.


Cristina Lumbreras

Cristina Lumbreras


  • Reward & Motivate PSAP staff

    • 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!
  • Recognition of the work of PSAP

    • 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!
  • Added-value advice

    • The process will help identify any weak spots and the “added-value” audit will give advice on how to improve even more!
    • The process will help create a roadmap for the future development of the service!


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


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