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Emergency communications for European citizens

Emergency communications for European citizens. From Road Accidents to Disasters. Olivier PAUL-MORANDINI Founder – President Euroepan Emergency Number Association - EENA. Contents. Introduction Citizens calling emergency services Communication between emergency services

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Emergency communications for European citizens

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  1. Emergency communications for European citizens From Road Accidents to Disasters Olivier PAUL-MORANDINI Founder – PresidentEuroepan Emergency Number Association - EENA

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

  3. Introduction

  4. 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, • …

  5. Road accidents With dangerous goods With trapped victims

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

  7. Citizens calling emergency servicesSingle European Emergency call number 112

  8. 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 • Τrainingof 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

  9. 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

  10. 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 

  11. 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

  12. 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)

  13. Communication between emergency services

  14. Overview • 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

  15. 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)

  16. Interoperability • 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

  17. Warning and alerting citizens

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

  19. 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 !

  20. 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

  21. 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

  22. Conclusions

  23. 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)

  24. 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)

  25. 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

  26. 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

  27. Thank you !

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

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