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Emergency communications for European citizens: 

Emergency communications for European citizens Olivier PAUL-MORANDINI Founder – President Euroepan Emergency Number Association - EENA From Road Accidents to Disasters


Introduction Citizens calling emergency services Communication between emergency services Warning and alerting Citizens Conclusions Contents



Two words about Europeans: 

Europeans travel for leisure and business 100 million Europeans cross the intra EU borders every year 65% feel less protected when abroad ignore risks and language think that emergency services are less well organised, … Two words about Europeans

Road accidents: 

Road accidents With dangerous goods With trapped victims

Emergency telecommunications: 

Citizens 112 Authorities Sirens, Radio, TV, GSMs Special Networks Emergency services Emergency telecommunications

Citizens calling emergency services Single European Emergency call number 112: 

Citizens calling emergency services Single European Emergency call number 112

112 service chain: 

Knowledge of the 112 Campaigns, One number Possibility to launch a call Network availability, Disabled users The call is answered Call center organisation, Multilingualism The call is handled Τraining of operators, Standards Help is on its way Available ressources, Caller localisation Help arrives Minimal response time standard Caller is taken care of Quality criteria and standards 112 service chain

112 legal obligations: 

Universal Service Directive 2002/22 (art. 6, 7, 26) Directive 2002/58 – Privacy (art. 9, 10) Availability in parallel with national numbers Free of charge Calls appropriately answered and handled Localisation data (in transparent way) Adequate information about existence and use 112 legal obligations

112 implementation - 1: 

Knowledge – 35% Europe, 7% Greece ! Existence of 112 – handling of calls 112 single national number (FIN, SW, DK, NL, LUX, PT, ES, IS,)  One single national number ≠ 1-1-2 (UK, IRL)  Several numbers (all the others)  Of which 112 – DE (Fire-fighters), IT (Police), NO (Police) Appropriate answering (multilingualism) Several dozens of languages …  … or only one language  112 implementation - 1

112 implementation - 2: 

Localisation Calls from fixed phones – ± ok Call from mobiles – several countries have implemented, 11 infringements Network access Problems in some countries when bill not payed Access for people with disabilities Geographic coverage 112 implementation - 2

112 - Current situation: 

EENA petitioned the European Parliament European Commission more active Conference in October 2005 - 112 is a priority Eurobarometer 11 infringements, eCall … ETSI EMTEL Working Group … Hillary Clinton – ENHANCE 911 act (2004) 112 - Current situation

Communication between emergency services: 

Communication between emergency services


Analog vs. Digital Spectrum bands Narrowband, wideband, broadband Citizens’ Band Technologies TETRA, TERTAPOL (380-395 MHz) GSM/BOSS (900, 1800 MHz) - Vodaphone DE Wi-Fi (2,4 – 5 GHz) - Several Projects Terrestrial vs. Satellite systems Overview

Interesting on-going projects: 

MESA (ETSI and TIA) U-2010 project (Ubiquitous IP-centric Government & Enterprise NGN Vision 2010) ORCHESTRA (Open Architecture and Spatial Data Infrastructure for Risk Management) WIDENS (Wireless Deployable Network System) WIN (Wide Information Network) DeHiGate (Deployable High Capacity Gateway for Emergency Services) Interesting on-going projects


Lesson learnt from 11/9 and 7/7 Communications within and between the emergency services did not stand up on 7 July … (London Assembly report on 7/7/2005 attacks) European Security Research Programme Common Emergency Communication and Information System (CECIS) Community Mechanism for Civil Protection Interoperability

Warning and alerting citizens: 

Warning and alerting citizens

Urgent needs: 

Traffic contol and road accidents Approaching chemical or nuclear cloud Threat of terrorist attacks Upcoming extreme weather conditions Tsunamis … Urgent needs

Available technologies: 

RDS (Radio Data System) Interconnected radio and TV stations Mobile telephones Sirens (audible signals) Bells But no general, global solution in the EU ! Available technologies

Legal obligations: 

Safety and health signs at work (Directive 92/58/EEC) Continuous acoustic signal for evacuation Regular checks Seveso installations (Directive 96/82/EC) Organisation of alert and intervention Early warning, alert and information of the public Radiological Emergencies (Directive 89/618/Euratom) Alert and information of the public Aplies to transport Authorisation Directive (2002/20/EC) Use of networks during disasters for broadcasts to the public Transport of dangerous goods Safety in tunnels Legal obligations

Current situation: 

Extremelly fragmented Group SMSs (ETSI mandate) CHORIST project Alerts from heterogeneous sensors / multiple agencies to citizens Some work at UN level Conferences on Early Warning Systems for the Reduction of Natural Disasters and reports Legal obligation for warning & alert in upgrading of Civil Protection Mechanism Current situation



Europe behind the US: 

US - Proposed «Federal Interoperable Communications and Safety (FICS) Act» (Hillary Clinton, May 25, 2006). Undersecretary for Emergency Communications and Office of Emergency Communications National Emergency Communications Strategy State-wide Interoperable Communications Plans National assessment of the nation’s interoperability capabilities Emergency Preparedness Centre National Alert System EU - European Public Safety Communication (EPSC) Forum (relatively small project) Europe behind the US

Towards a more Citizen-centered approach ?: 

The response demonstrated a lack of consideration of the individuals … Procedures … focus too much on incidents, rather than on individuals and on processes rather than people. … Plans tend to cater for the needs of the emergency … services, rather than explicitly addressing the needs and priorities of the people involved. (London Assembly report on 7/7/2005 attacks) Towards a more Citizen-centered approach ?

EENA believes that …: 

Knowledge of the 112 is a fundamental citizens’ right Citizens calling the 112 should get the appropriate help, as soon as possible, at the place of the emergency Citizens are entitled to the same high quality safety and security standards and should receive the same high quality aftercare in case of accident or disaster Citizens in a disaster prone area have the fundamental right to be warned and informed in order to ensure their auto-protection EENA believes that …

What is the EENA: 

Non-profit association established in Belgium. Works to promote the knowledge & efficient use of the 112, in Europe by acting as a discussion platform bringing together all the actors (organizations, emergency services, enterprises and individuals) involved Is also active in the field of early warning of citizens in disaster prone areas What is the EENA

Thank you !: 

Thank you !

Contact the EENA: 

Contact the EENA Web: www.eena.org E-mail: [email protected] Post: EENA Chaussée de Saint-Job, 622 B-1180 Brussels BELGIUM Fax: +32 (0)2 534-9789

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