In 2015 Estonia moved to a single number for its emergency services. EU funding supported the development of information systems that allow the Emergency Response Centre to process emergency calls more quickly and efficiently and the ambulance, fire and police services to respond to calls faster. More lives are saved, there is less damage to property and citizens feel safer.
- 02 November 2018
Thanks to this information system, we are able to fulfil our main task – bringing help to those that need it – even faster than before.
In 2015, Estonia merged its domestic emergency call number for the police with the Single European Emergency Number 112, already used for ambulance and fire services. The aim was to provide faster help and improve emergency services.
An EU-funded project developed technical solutions needed to replace with a single one the two different information systems, previously used by the Estonian Emergency Response Centre and the Police and Border Guard Board (PBGB).
Rapid response
The software and data exchange system created under the project allows people requiring emergency assistance to call a single number regardless of the content of the emergency call. Calls to 110 are automatically transferred to 112. Emergency messages are answered and operational units are dispatched in four regional centres of the EERC, which all have voice and data interconnection.
The new information systems have made information about caller location more accurate. A single information exchange was also developed for all staff processing emergency calls. This enables information to be shared more quickly and easily by all providers of emergency services (PBGB, the Estonian Rescue Board and volunteers).
Emergency calls are processed by call-takers more quickly and efficiently – from registration to assessing threats and dispatching operational units. Emergency dispatchers can now give dispatch orders immediately. They can also forward the information gathered during the processing of the emergency call to the people solving the situation.
All this represents a significant improvement compared to the former system, which was more time-consuming as each piece of information regarding dispatch tasks and emergency events had to be relayed verbally and in sequence.
High public satisfaction
Now, people in need only have to remember one number. The aim is to increase their sense of safety and security as a result of knowing that all emergency help – ambulance, fire and rescue and law enforcement – is available from one place.
Calls are answered faster, on average within ten seconds. Surveys indicate that people are now more satisfied with how emergency calls are processed. By 2017, around 94 % of users surveyed were satisfied with the emergency call service.
The technical project was part of a larger transformation project to ensure a smooth transition to the single number, including staff training and successful communication to the public. It was one of the biggest internal security projects in Estonia in recent years. The overall project received a ‘112 Outstanding Change Management Initiative Award’ in 2012 from the European Emergency Number Association.
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Euroopa 112 auhind 2016Estonian Emergency Response Centre’s work after a traffic accident has happenedTotal investment and EU funding
Total investment for the project “Information system of the Estonian Emergency Response Centre for processing emergency calls and managing events” is EUR 343 696, with the EU’s European Regional Development Fund contributing EUR 343 696 through the “Development of Economic Environment” Operational Programme for the 2007-2013 programming period. The investment falls under the priority “Development of Information Society”.