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European Emergency Number
standard defined in 1976, first legal European legal framework in 1991, first implementation in 1993 (Finland)

Description:
European Emergency Number is a Pan-European emergency number for all citizens in Europe and visitors to European countries. By dialing 112, callers can reach emergency services such as ambulance, fire and rescue, and the police. The number is free of charge and can be accessed 24/7. Thus, the solution provides easy access to emergency services across European countries, both for citizens and visitors in EU countries. The introduction of a common emergency number was done by the Council of Europe due to increased numbers of individuals travelling throughout EU member-states and in other European countries. The aim was to reduce the confusion of having to remember different emergency numbers depending on where you are located at the time of an emergency. In addition to EU member states, the number can be used for emergency situations in Albania, Georgia, Iceland, Liechtenstein, Moldova, Montenegro, North Macedonia, Norway, Serbia, Switzerland, Turkey and the UK.
Purposes of the solution:
Facilitate resource allocation
Improve communication and information sharing
Efficient response
The solution could help to address the following needs of first responders and authorities:
Communicate with or alert citizens
Improve autonomy, coping abilities, and proactiveness of citizens
Description:

In 1991 the European Electronic Communications Code defined 112, a standard developed in 1976 as single European emergency number. The number was first implemented in Finland in 1993. A European directive from 2018 ensured that all end-users should have effective access to emergency services through emergency communications to the single European emergency number in the EU Member States. This applies notably to end-users with disabilities and those travelling within the Union alike, contributing to the free movement of persons.

112 can be called from landline and mobile phones to contact any emergency organisation, be it an ambulance and healthcare specialist, firefighters or the police. When calling this number, individuals will be connected to a trained operator who can provide direct assistance or who will transfer the call to a suitable emergency organisation. In addition to national languages, calls can be answered in English and French. Even when the persons who is calling cannot identify their position, it is possible to determine the location by tracing the call and directing the caller to the appropriate national emergency organisations.

Coping actions:
Information sharing between populations affected by crises and emergency organisations and authorities
Self-reporting
Added benefits:
The possiblity to contact emergency organizations with a single number at all times and in all European countries builds trust between European authorities and populations.
Degree of transferability:
The degree of transferability of this solution is regarded as high, since a common international emergency number and corresponding standards can be achieved without the European legal and governmental framework by relying on international treaties.
Degree of modifiability:
The European Emergency Number is standardized number and corresponding protocol for European countries. It cannot easily be modified, since it is embedded in an European regulatory framework. The description has been paraphrased. ENS 06/10/23
Important factors for implementation:
Collaboration

Collaboration

For 112 to work seamlessly throughout Europe in accordance with the regulatory framework, emergency services stakeholders need to cooperate and collaborate.

Important factors for use:
Level of trust
Level of alert and preparedness
Perception of responsibility
Risk awareness

Level of trust

Users need to trust the emergency services in their country for being incentivized to call them in case of emergency.

Level of alert and preparedness

Users need to be alert for using the emergency number.

Perception of responsibility

Bystanders need to feel responsible for calling the emergency number and reporting other crisis victims.

Risk awareness

Citizens may not be fully aware of the dangers of not having a timely and efficient response from emergency services.

Evaluation from cases:

The European emergency number has been used for 30 years in Europe. At several instances local areas were not able to contact operators for technical difficulties. For ensuring continous technological updates for the Emergency number, the European Commission supports specific projects. For example, the implementation of Advanced Mobile Location (AML) was financed in 10 Member States through the HELP112 and HELP112 II projects.

Caller localisation

In 10 years, AML could potentially save more than 10,000 lives in the EU by more precisely pinpointing the caller's location. When a caller dials 112 from their smartphone, AML uses the phone's functionalities and the EU's Galileo satellite navigation system, to accurately and efficiently transmit the caller's location to emergency services. AML is available in 19 Member States, Iceland and Norway. The Commission urges all Member States to quickly implement this life-saving technology, in line with the European Electronic Communications Code.

Challenges:

Reliability

112 became the single European emergency number in 1991 and since then the regulatory framework for 112 has been strengthened to ensure that 112 is available and accessible to citizens wherever they are in Europe. As technology continues to evolve, the quality, reliability, interoperability, compatibility**,** and continuity of emergency communications to 112 number must be maintained.

Accessibility

Access to emergency services through 112 can never be allowed to become an afterthought in the design or implementation of future electronic communications networks and services. To achieve this, cooperation between all stakeholders is essential, for example, during the transition from 2G/3G to 4G/5G mobile technologies.

Further information:
Implementation type:
Call centre
Phase of emergency:
During the crisis
Solution Provider:
Emergency organisations and services
Target user:
Citizens
Record Management:
Created: Sep 15, 2021
Maturity level:
Implemented
Location:
Europe