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112 in Serbia
112 in Serbia
Ministry of the Interior
Republic of Serbia
112 in Serbia
Current Situation
• Dial 92 for police
• Dial 93 for fire brigades
• Dial 94 for medical emergency
• Dial 985 for major incidents and natural disasters
• 112, dialed from mobile phones is diverted, by telecom operators to the control room of the nearest police directorate (27 in Serbia)
112 in Serbia
• 88,000 km2
• 8,000,000 inhabitants• Around 30,000 emergency calls daily, (plus, approximately, 12,000 medical emergency calls)• 300+ operators• TETRA radio network in place for police and fire, will be extended for ambulance• Basic GIS technology used for AVL (via TETRA)• Hot line voice connections between different services• Technology – Belgrade Call Centres
• Alcatel – Fire and Police• Cisco – Medical emergency
Current Situation
112 in SerbiaДНЕВНИ БРОЈ ПОЗИВА БРОЈ ОПЕРАТЕРА
Ред.бр. ТЕРИТОРИЈА92 93 985 92 93 985
Бепград2400 пбрађенп
( 3000 регистрпванп)1000 700 + 200 (РЦО) 4 12 6 + 6 (РЦО)
Бпр 100 115 70 1 5 4
Ваљевп 400 263 90 1 7 4
Враое 400 320 60 1 8 4
Зајечар 490 170 60 1 4 4
Зреоанин 550 120 90 2 5 4
Јагпдина 1200 235 50 1 6 4
Кикинда 41 590 60 1 6 3
Крагујевац 170 600 100 1 7 6
Краљевп 770 610 70 2 5 5
Крушевац 430 450 60 1 5 4
Лескпвац 1480 160 70 2 5 2
Ниш 1100 210 100 2 3 5
Нпви Пазар 535 500 нема 1 3 нема
Нпви Сад 1400 250 150 1-3 14 6
Панчевп 155 572 100 1 8 4
Пирпт 430 305 60 1 4 4
Ппжаревац 200 250 70 1 6 4
Пријеппље 900 20020 (Прибпј) +
40 (Бајина Башта)1 3
2 (Прибпј) +2 (Бајина Башта)
Прпкупље 300 275
60 + 100 (Бујанпвац +
Куршумлија + Медвеђа)
1 3
4 + 11(Бујанпвац +
Куршумлија + Медвеђа)
Смедеревп 1200 180 50 1 3 4
Спмбпр 300 80 80 1 4 3
Сремска Митрпвица 540 450 80 2 6 3
Субптица 540 321 нема 1 4 нема
Ужице 870 400 80 1 7 4
Чачак 1000 260 60 2 4 3
Шабац 75 300 70 + 20 (Лпзница) 1 10 2 + 2 (Лпзница)
У К У П Н О : 17.976 9.186 2.820 36-38 157 119
С В Е Г А: 29.982 314
Current Situation
112 in Serbia
Responsibilities and Legal
• Three key services are within the Ministry of the Interior:– Police– Fire Brigades – Civilian protection and notification and alerting
service
• Medical emergency service is within the Ministry of Health
112 in Serbia
Responsibilities and Legal
• Law about emergency situations (Articles 103-109) defines responsibility for organising the 112 service
• Law about electronic communications defines the Telecom Operators’ responsibilities (caller ID, free calls, national roaming, etc.)
• Serbian Regulatory Authority for Telecommunications (RATEL) has assigned, in the numbering plan, the number 112 for emergency situations
• Ministry of the Interior – Sector for Emergency Situations is responsible for introduction and operation of the 112 service. Sector for Analytic and ICT is responsible for all technical aspects.
112 in Serbia
Financing
1. From the State budget – this option is not likely to provide sufficient funding
2. Surcharge on telephone bills – there is an initiative to provide legal ground for this option. 10 Euro cents monthly per telephone bill (fixed and postpaid mobile) could provide 10 M€ per year.
– This option can provide stable financing, therefore enable realisation through phases and later maintenance and upgrades.
3. EU donations (IPA and others) – implies tendering procedures for each phase of the project.
4. OPEX - Operational costs including the usage of telecommunications infrastructure
112 in Serbia
Proposed Solution
Main characteristic: call filtered through PSAP stage 1 and transferred to local emergency service. 4 PSAPs foreseen.
Regional level (4 regions in Serbia, Belgrade is one of them)
Local level – each regional centre responsible for 7-9 municipalities
Local level – each regional centre responsible for 7-9 municipalities
« Stage 1 & 2 PSAP(s) » Model (2) combined with « Interconnected PSAPs » Model (5)
112 in Serbia
Национални центар
Оперативни центар
1
Оперативни центар
4
Оперативни центар
3
Оперативни центар
2
• 4 interconnected regional centres, each of them can be backup for any other
• 1 national supervisory and coordination centre
Proposed Solution
112 in Serbia
In principle and in view of the proposed model, the 112 system shall be designed, implemented and exploited according to following basic principles:
• Connects operational centres to each other and with all stakeholders of the System 112, and also services that receive and respond to calls to numbers 92, 93, 94 and 985
• Connects Operational Centres with the National Centre System 112, which shall be so designed and dimensioned to be able to supervise, coordinate and direct the work of operational centres, to assume the function of the Operational Centre, collect data and report to all relevant structures of the domestic and the international community
• Provides hardware-software integration capable of, in a defined time frame, receipt, verification, processing and forwarding the call of emergency event-incident to relevant subjects of the System 112, including multiuser conference calls, data calls etc.
Proposed Solution – Basic Requirements
112 in Serbia
• Monitors and controls the reaction to an incident-extraordinary event and tracks its flow to the conclusion by:– Facilitate the integration of phone calls-the conversation with the
appropriate software application – Provides automatic registration of call time, call duration, the
identification of the operator who handles the call and automatic location of the caller by integration of GIS in the System 112
– Provides a classification of events as defined in the application– Provides automatic call forwarding and participation in conference
calls of relevant subjects– Provide automatic forwarding of data to relevant stakeholders– Provides insight into the availability of resources by integration of GPS
and other positioning systems and manual data entry by the operator or dispatcher
– Provides follow-up data on resources involved in the response to an incident to its conclusion
Proposed Solution – Basic Requirements
112 in Serbia• Allows call recording and archiving of voice information in the proper format• Provides a searchable data base on defined parameters and preparation of
reports and statistical display• Allows access and use of existing databases.• Provides a classification of calls (white - call the first time, the gray - repeated
calls on the same event and the black list - malicious calls) and response to calls by lists (priority admission, guidance, and providing of information by integrating IVR - interactive voice response functionality, sending notice of criminality misuse of 112)
• The software application must cover all activities undertaken by all subjects of the System 112, and access to the databases must be selective, according to the fields of action and powers of entities which can be achieved by Identity Management
• Provides the ability to receive video calls, text messages and e-mails that people seek help or send notice of the incident, and process them.
• Provides the ability to make automated “reverse 112” call in order to alert groups of citizens.
• Provides flexibility and scalability and possibility to add new functionalities in the future.
Proposed Solution – Basic Requirements
112 in Serbia
Why the proposed solution?• Stage 1 easier to implement on top of the existing
services.• Integration towards final solution can be achieved
gradually.• New layer added, new people engaged (additional skills
required).• Bigger centralisation is a trend; interconnected PSAPs
provide better resilience and optimisation of resources and processes.
• Idea is to use the same technology and software all over the country.
Proposed Solution
112 in Serbia
• “The prudent see danger and take refuge, but the simple keep going and suffer for it.”
old proverb
EMERGENCY PROCEDURES
Step 1: Don’t Panic
Step 2: PANIC!!!
