Project Owner | General Secretariat for Civil Protection |
Implementation | Information Society SA |
Beneficiaries | Citizens |
The object of the operation was the development of a unified environment for the provision of digital services to citizens for the reception and service of calls to the pan-European emergency number “112”.
What is the 112 Emergency Communication Service?
112 is the European emergency number.
It is a complete emergency communications service, which includes incoming and outgoing part. As for the incoming part, the citizens can call 112 free of charge in any case of emergency, anywhere in Greece and in the EU, but also in other countries. As for the outgoing part, they can receive warning through various technologies and communication channels, for a threatening or ongoing catastrophic event or dangerous situation that poses an immediate threat to their life, health or safety, in order to receive instructions for self-protection measures. The competent body for its operation in Greece is the General Secretariat for Civil Protection of the Ministry of Civil Protection.
What does it provide?
With its implementation, it is now possible within the framework of Civil Protection services, the provision of modern digital services to citizens, businesses, public and private sector entities as well as visitors to the country. More specifically, it is provided:
- Immediate, safe and accurate identification of callers who are in an emergency situation and are unable to state their location by landline or mobile phone.
- Massive and targeted alerting of citizens, businesses, public and private sector, located in areas facing emergencies such as fires, climatic events, earthquakes, floods, or terrorist incidents, industrial/technological accidents, etc., that have taken place, are in progress or there is knowledge that they are going to happen.
- Providing assistance and information to the general public about an emergency situation through various alternative channels (e.g. internet, information portals, media, etc.).
- Optimal utilization and management of the required business resources, in order to contribute to immediate rescue operations of the Bodies.
How does it operates?
The call to 112 is free of charge and can be made from a landline or mobile phone (even without a SIM card). The call to 112 can also be made from public telephone booths without a calling card.
The number 112 operates within the reach of any mobile network. If the event area is not covered by the caller’s mobile network, the call to 112 is made through other mobile networks covering the area (national and international roaming service mode). But it is very important that the call to 112 provides the ability to locate the caller.
Those who have a smartphone will receive a written warning message (Cell Broadcast – CB), which will appear on the screen of the mobile phone and will be accompanied by a characteristic alarm sound (different from any other notification sound of the device). What is required is that mobile users have updated software (firmware) from the manufacturer and at the same time in their terminals.
Those who do not have a smart phone can go to the website of the General Secretariat for Civil Protection, where there is a special service for 112, to register and state how they want to receive notifications. This can be either a text message, a voice alarm on a landline, or an email that can be read on a cell phone, tablet, landline or laptop.
112 connects the caller, depending on the emergency s/he reports, with the Police, the Fire Service, EKAB, the Coast Guard, the National Telephone Line SOS 1056 and the European Hotline for Missing Children 116000. Telephone calls to 112 are answered immediately by specially trained operators in Greek, English and French.
Citizens can also call 112 in an alternative way, such as by text, fax, or email at contact@112.gov.gr
What was the role of IS SA?
The implementation of the Project by IS SA was carried out through two sub-projects:
1st Sub-project: “Modernization and Upgrading of the Services related to the European Emergency Call Number “112” using ICT for the optimal management of emergencies – crises and the timely information of the Citizens”
The object concerned:
- the implementation of the Emergency Communications Management Information System, as well as
- the supply of the required infrastructure, equipment and software (including the establishment of call centers and continuous operation data)
- supporting the operation of “112” with a new and modern philosophy of architecture, providing opportunities for geo-location and mass alerting of citizens, businesses and public and private sector
This information system has the appropriate infrastructure and interfaces for the interconnection of its internal users with the networks of public telephone service providers (fixed and mobile) and enables the transfer of data to and from these networks in a standardized and secure way.
The Information System that was implemented, consists of the following systems:
- The 112 Emergency Call Management System (112SYDKEA) which includes the announcement of events and receiving – sending immediate instructions.
- The 112 Citizens’ Alarm System (112SYSP) which includes the Website for the registration of citizens and in general of all those interested in the information service.
2nd Sub-Project: “Primary and Secondary Communication Center Configuration Works”
The object of sub-project 2 was the implementation and provision of landscaping works as well as supply and installation of the necessary electrical infrastructure equipment in the two (2) existing premises of the Ministry of Citizen Protection so that they are ready for further work (installation of structured cabling) and to finally function as Communication Centers (Primary and Secondary) with 50 agents in each space.