112.PT Project
Reform of the 112 service in
Portugal
Ministério da
Administração Interna
DOCUMENT MAP
• Portuguese emergency numbers
• 112.pt model
• Emergency response centers
• Control room aspects
• Emergency call data
• Challenges and projects
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
2
PORTUGUESE EMERGENCY NUMBERS
Evolution 112 in Portugal
112 evolution in Portugal
112 before 112.pt
Citizen
• Until 1997 emergency call handling
(115) was done in 30 centers
112
• In 1997 the emergency number 112
is created in accordance with the
91/396/CEE
• Since then, the call taking is done by
one 1st line PSAP (Public Safety
Answering Point) in each district in
mainland (18) and in the islands (4)
PSAP
(PSP)
INEM
PSP/GNR
1st line call
taking
Fire/CDOS
•• 112
112 in
in Portugal
Portugal is
is under
under the
the responsability
responsability of
of the
the Internal
Internal Affairs
Affairs Ministry
Ministry
•• 85%
85% is
is the
the percentage
percentage of
of knowledge
knowledge of
of 112
112 as
as national
national and
and EU
EU emergency
emergency number
number in
in
Portugal
Portugal
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
3
2nd line call
taking and
dispatching
112.PT MODEL
Approach to the new 112 operation model in Portugal
2007
… Feb.
Diagnosis of the
existing 112
Service and
proposal of a
new model of
evolution for the
Portuguese 112
Service
2008
31 Aug.
12 Oct.
Analysis and decision by
the authority of the
basics for the new 112
operation model.
Preparation of the
Resolution of the Council
of Ministers
Presentation of the
proposed model of
evolution to the Minister of
Internal Affairs
2009
22 Jul.
7 Nov.
Implementation of the
KICKOFF
new 112 operation model in Portugal
CO 112.pt Sul
Specification and assessment of
components of the 112.pt
operation model
Approval of the 112 model of
evolution in the Council of
Ministers Resolution No.
164/2007
Installation of the
Operational Center 112.pt
South
Creation of the Installation
Centre (CI-112.pt) by Joint
Order of SEAAI and SES No.
28668/2008
Go live of the new
operation model 112.pt
with the kickoff of the
Operational Center 112.pt
South (CO 112.pt Sul)
Approval of the bases for the
reorganization for the new 112
operation model
Definition of entities that took part
on the Project Steering Group and
teams responsible for developing
and implementing the new model
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
…
Ministério da
Administração Interna
4
112.PT MODEL
New 112 operation model in Portugal
CITIZEN
DISPATCH
112 CENTER
RESOURCES
GNR
PSP
112
CDOS
SPECIALIZED CALL TAKING/LIAISON OFFICERS
CODU
(*)
GNR
Call taking
• 112 centers reduced number
• Specialized team
characterizes the occurrence
• Information sent in
accordance with established
protocols
PSP
ANPC
INEM
Other entities
Dispatching
Dispatching and
and operations
operations
Liaison coordination
• Officers guarantee adequate call
treatment
•• Dispatching
Dispatching authorities
authorities with
withproper
proper
centralization
centralizationlevel
level receive
receive emergency
emergency
information
informationand
anddispatch
dispatchthru
thrutheir
their systems
systems
• In complex occurrences coordination is
facilitated
•• The
The field
fieldresources
resourcesreport
reportthe
the occurrences
occurrences
status
status
Other
Other entities:
entities:
Information
Information share
share
(*) specialized call taking of medical emergency done in INEM CODU
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
5
Emergency calls
Occurrence data
Communication systems
1ST LINE CALL TAKING
EMERGENCY RESPONSE CENTERS
112.PT MODEL – future
…
2010
2009
22 Jul.
29 Jul.
30 Sep.
8 Oct.
Xxx.
Xxx.
…
2011
Xxx.
Xxx.
Xxx.
KICKOFF
CO 112.pt Sul
Kickoff
PSAP
Santarém
475
Portalegre
602
776
Évora
1 171
Faro
1 332
Beja
Castelo
Branco
1 540
Leiria
Implementation
Setúbal
CO 112.pt North
2 000
6 960
7 748
* in thousands
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
6
Lisboa
9 884
CONTROL ROOM ASPECTS
112.PT methodology
A brief system aided characterization of the emergency generates events that are treated in accordance with procedures
defined in protocols.
The protocols are agreed between the Emergency Center and all entities involved on the emergency response, and define,
according to the characteristics of the emergency, the Action Plan
112.PT OPERATIONAL CENTER
Plan of Action defined in
the protocol
112
1ST
Brief
characterization
of the
emergency
N
Special call
taking needed?
LINE CALL TAKING
Dispatching
entities
operational
activity
Activate the entities
to respond to the
emergency
(*)
Y
SPECIALIZED CALL TAKING/LIAISON OFFICERS
PSP
ANPC
Occurrence data
112 voice
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
•Have a uniform management of
events regardless of the PSAP and
the operator
•Guarantee that all the forces at
any time know their responsibility
in the operational process and the
responsibilities (and activities) of
the other forces involved
(improving coordination between
forces)
Send occurence and
voice to SPECIALIZED
CALL TAKING
GNR
The Action Plan of emergencies
aims to:
INEM
(*) local 112.pt IT terminal (in the future with total
software integration)
Ministério da
Administração Interna
7
CONTROL ROOM ASPECTS
CO 112.PT Layout
112.PT SOUTH OPERATIONAL CENTER
VIDEO WALL
11
12
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
13
Op. 1ª Linha
Op. 1ª Linha
17
18
1ST LINE CALL
TAKING
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
14
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
Op. 1ª Linha
Op. 1ª Linha
112.pt
Op. 1ª Linha
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
112.PT
IP/Phone
112.PT
DIG/Phone
Op. 1ª Linha
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
RNSI
Phone
Instit.
Instit.
112.pt
112.PT
IP/Phone
112.PT
DIG/Phone
REST ROOM
Op. 1ª Linha
Supervisor 2
35
31
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
AE/EL Livre
Supervisor 1
32
112.pt
RNSI
112.PT
IP/Phone
112.PT
DIG/Phone
Phone
Instit.
33
RNSI
AE/EL PSP
112.pt
34
112.PT
IP/Phone
112.PT
DIG/Phone
Phone
Instit.
112.pt
112.pt
RNSI
AE/EL GNR
112.PT
IP/Phone
112.PT
DIG/Phone
Phone
Instit.
112.pt
RNSI
AE/EL ANPC
112.PT
IP/Phone
112.PT
DIG/Phone
71
Phone
Instit.
AE/EL INEM
Adjunto do Chefe de
Centro
81
72
112.pt
(Intergraph)
EXTENSÕES
112.pt
(Avaya)
112.pt
RNSI
Posto
112.pt
(Nice)
112.PT
11
12
13
14
15
16
17
18
19
20
21
22
RNSI
s
D
D
RNSI
Phone
Instit.
Fax/Scanner
HALL
Local de instalação
a definir
RNSI
Instit.
OPERATIONS ROOM
MANAGEMENT
AND SUPPORT
RNSI
Phone
Instit.
Projecção
Livre
SPECIALIZED
CALL TAKING/
LIAISON
OFFICERS
112.PT
IP/Phone
112.PT
DIG/Phone
22
112.PT
IP/Phone
112.PT
DIG/Phone
RNSI
Op. 1ª Linha
112.pt
Op. 1ª Linha
62
112.pt
112.PT
IP/Phone
112.PT
DIG/Phone
21
Op. 1ª Linha
61
112.pt
Op. 1ª Linha
20
112.PT
IP/Phone
112.PT
DIG/Phone
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
Op. 1ª Linha
19
112.pt
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
Other facilities
•Bathrooms
•Living/Dining room
•Kitchen
•Internet/tv/music
•Etc…
16
15
112.PT
IP/Phone
112.PT
DIG/Phone
112.pt
Phone
Instit.
Phone
Instit.
Phone
Instit.
Consolas de Gestão
Suporte
(Nice, Avaya, Intergraph) Administrativo
Chefe de Centro
CENTER RESPONSIBLE ROOM
Extensão
– 11001
– 11002
– 11003
– 11004
– 11005
– 11006
– 11007
– 11008
– 11009
– 11010
– 11011
– 11012
Posto
Extensão
31
32
33
34
35
11070
11060
11050
11090
11091
–
–
–
–
–
61 – 11081
62 – 11082
71 – 11102
72 –
81 – 11101
91
CRISIS/TRAINING
/MEETING ROOM
112.pt
RNSI
Phone
Instit.
CRISIS/TRAINING/MEETING ROOM
Postos de Atendimento
de Primeira Linha
Postos de Supervisão
Postos de Atendimento
Especializado / Elemento de
Ligação
Posto de Chefe de Centro
Postos de Gestão
(Consolas Avaya, Nice,
Intergraph)
Postos de Sala de
Crise
Posto de Suporte
Administrativo
Postos de Sala de
Descanso
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
91 –
112.PT
IP/Phone
112.PT
DIG/Phone
##
Número do posto
CPU do SI 112.pt
CPU para conteúdos de
Projecção
Monitor para o SI 112.pt
CPU de acesso à rede
da RNSI
Computador laptop
acesso à rede da RNSI
Monitor para outros
conteúdos
Ministério da
Administração Interna
Hardware não instalado
c
Ab
Telefone IP para linha 112
Telefone digital (não IP) para
linha 112
Comentário
Impressora
Fax
Telefone para linha institucional
8
EMERGENCY CALL DATA
TYPE OF 112 CALLS
# Calls per year(Million s)
100%
The so-called not emergency calls,
represent about 77% of 112 calls
These calls are characterized by:
23%
2,3
77%
9,9
7,6
•Misuse calls (eg. requests for
information or non emergency
services)
•Hanged up calls (most calls in this
group)
•Abusive calls
Total
Emergency
Not emergency
•False calls (false emergencies
reported)
Note : To calculate th e to tal n umber of calls n ot eme rgency was used the percentage of calls of th e district o f Lisbo n (Lisbon PSAP)
So urce : PSP, analysis noLimits Consulting
•• The
The call
call answering
answering time
time in
in the
the CO
CO 112.pt
112.pt South
South is
is in
in average
average of
of 55 seconds
seconds (service
(service level
level set
set to
to 66
seconds)
seconds)
•• Both
Both landline
landline and
and mobile
mobile location
location are
are available
available through
through push
push method
method
•• The
The location
location is
is available
available to
to the
the operator
operator almost
almost simultaneous
simultaneous to
to the
the call
call ansewring
ansewring
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
9
CHALLENGES AND PROJECTS
Phases 2 and 3 of 112.pt
Accomplish phase 2 (grow) and phase 3 (consolidation) of 112.pt
Portuguese 112 operation model
pre-112.pt
PHASE 3
PHASE 1
112
Emergency calls
112
(CONSOLIDATION)
PHASE 2
Citizen
Utilizador
New 112 operation model in
Portugal
Occurrence data
Radio
(GROW)
Atendimento
1ST LINE
CALL TAKING
112
PSAP´s
Atendimento
1st line
call
taking
1ª Linha
PSAP
(PSP)
Coordenação
e atendimento
especializado
SPECIALIZED
CALL
TAKING/LIAISON
OFFICERS
(*)
GNR
INEM
PSP/GNR
Bombeiros/
Fire/CDOS
CDOS
2nd line
Atendimento
call taking
2ªand
Linha e
Despacho
dispatching
Components of Installation:
Components of Installation:
• Solution of voice
communications
• Solution Voice recording
• Occurrences management
solution
18 PSAP´s South
Components of Installation:
• Additional features of the
112.pt I. S.;
Jun.
09 •
Integration of the majority
of south PSAPs
• Start implementing the
North CO 112.pt
?
• Integration of Dispatch
entities applications with
112.pt I. S.
?
Dispatches
(entities)
Dispatches
(entities)
112
PSAP´s
(KICKOFF)
GNR
PSP
• Integration of the remaining
PSAP's
• I/NetDispatcher in entities
PSP
ANPC
CDOS
INEM
CODU
1 Operational Center112.pt in South
• Recruitment and Training
• Facilities (construction and
furniture)
2
• Integration of 1 or 2 PSAPs
with lower volume of calls
18
PSAP´s with
district coverage in
mainland
112 Operational
Centers in the
mainland serving
the respective
territory (+ 2 in
the islands
Madeira and
Azores)
Level of completion of installation :
Low
High
ACCOMPLISHED
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
IN PROGRESS
Ministério da
Administração Interna
10
Carlos Martins - [email protected]
[email protected]
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
11
Thank you for your attention
Carlos Martins - [email protected]
[email protected]
112.PT – Reform of 112 in Portugal
EU-112 event, 25-26 March 2010, Murcia, Spain
Ministério da
Administração Interna
12