Text by: Alexis GIZIKIS, Project Manager, European Emergency Number Association – EENA112
In previous articles, we described the concept of emergency alerting in WorkingAge and the design of the E112 service of the WOAW tool. The E112 service aims to trigger an emergency call, or more generally, an emergency communication. The emergency communication is initiated when the analysis of the collected sensor data indicates that the WAOW tool user might need help from emergency services. In such cases, an emergency alert is raised, and the tool automatically initiates the emergency communication. The tool can provide emergency services with the necessary data to make emergency response possible and possibly more effective. The emergency alert message includes information about the user’s location and data from the sensors, aiming to provide first responders with increased awareness about each incident.
The implementation of the service has been based on the Pan-European Mobile Emergency Application (PEMEA) architecture, defined in the ETSI Technical Specification 103 478. PEMEA helps overcome one of the most significant limitations of emergency apps, specifically apps being functional only in restricted geographic regions. Adopting the PEMEA architecture as an implementation guide ensures that the user can use the service while travelling to a different area or country.
While emergency services have started planning their migration to Next Generation 112 (NG112), emergency apps will continue to be fully operational by connecting to the ESInet. ESInet is the network serving emergency services and provides numerous new possibilities. Implementing an ESInet makes call-routing more efficient, based not only on the user’s location but also on the caller’s language, the call load of emergency call centres and many other parameters.
Before launching the E112 service, or any service triggering emergency communications, it is crucial to first discuss the service with the emergency services and their call centres. The discussion will ensure a smooth integration of the service with the ongoing operations of the emergency call centres. It will also help ensure that the integration of such a service will not increase the number of false emergency calls. Handling inappropriate calls or calls that require no intervention from emergency services reduces their capacity to rapidly respond to people who may be in life-threatening situations or need urgent help.
A way to ensure the number of false calls triggered automatically or manually stays at a minimum is by introducing a Third-Party Service (TPS) between the caller and the emergency services. The role of the TPS is to receive the emergency alert, validate it and forward it to the emergency services if their response is needed. In the context of the WAOW tool, the TPS might be provided by the in-company department dealing with health and safety at work or the shift supervisor in a factory environment. In addition, since they are likely to be closer to the user needing help, they might be able to provide first aid until an ambulance arrives.
There are numerous other TPS, for example, services monitoring burglar, fire and other security alarm systems, or services monitoring older people. Before the service is introduced, TPS providers agree with the emergency services on how the communication between the two entities occurs, what data is needed and how it is exchanged. The current arrangements established have different scopes and vary significantly. EENA explored the current practices in the recently published report “Emergency Communications from Third-Party Service Providers“. The report examines the current arrangements in Europe between emergency call centres and TPSPs and makes recommendations to harmonise and formalise approaches.
