System 112
Challenge
The introduction of a single emergency number 112 throughout Ukraine is a requirement of the European Union. The single number is a convenient solution for the population, helps not to get confused in an emergency situation. But the practical realization of the 112 System requires:
- automatic determination of the phone number from which a person calls;
- quick determination of the exact location of the caller;
- documentation of the call;
- transfer of information to the appropriate emergency services for response;
- monitoring the response and receiving information on the results of the response;
- if necessary, ensuring the interaction of emergency services;
- quality analytics of service performance.
Solution
For full and effective implementation of the 112 System on the basis of the author’s TotalAPI shell a specialized Emergency services program complex 112 has been created. Its components are:
- Telecommunication module, which provides reception, processing, registration of telephone calls, messages in the form of SMS or messengers, signals of “panic button”.
- Geoinformation module – electronic maps with the location of the phone from which the call was made.
- Positioning module – displays the location of emergency response teams equipped with GPS trackers.
- The information module provides the formation of the call card, its transfer to the appropriate service, control over the fulfillment of the purpose of the call, storage and analysis of all data on the call and problem solving.
- Service module containing algorithms of actions in case of certain calls to 112.
Advantages of the 112 System from TOV “ITS”
- Receiving all calls, appeals and messages not only by phone, but also in the form of SMS or messengers.
- Automatic identification of the phone number from which a person calls and obtaining data on the location of the subscriber.
- Quick transfer of information to the appropriate services for response in the form of a standardized call card, convenient for deciphering and setting tasks.
- Control over response, evaluation of response results.
- Information support of the caller and ensuring interaction of emergency response services.
- Reliable archiving of all calls and responses, versatile analysis of the service work.
- Protection of information processed in the 112 System.
- Easy deployment and updating of workplaces (Web-solution does not require installation and updating).
- Easy integration with third-party services (service architecture).
- Possibility of fast horizontal scaling in case of load increase.
Architecture of System 112
Interaction between separate subsystems 112 is carried out within a single internal network, which provides isolation of the system from external influences. The workplaces of System 112 are web-clients connected to the internal network (Chrome browser of the last three versions is recommended). All clients can connect to different WEB-servers, which in turn connect to a single database (DB). To ensure load scaling and fault tolerance, WEB-server clustering and database replication are used.
How the System 112 works
The system receives calls, the operators fill in a call card, after which this data is made available to the relevant services (101, 102, 103, 104) through special certified applications. Each service has access only to the data relevant to its area of activity and/or region. It is possible to switch (or additionally connect) the dispatcher of the required service when filling in the 112 card.
The 112 card contains the required set of fields common to all services. When the card is saved in the database of the relevant emergency services, a card is created in the format of this system.
The 112 system provides not only operator and dispatcher interfaces. Response teams are equipped with tablets, which have the functionality necessary to take a call and provide assistance. The latter includes:
- all the necessary call card data;
- an interactive map showing the location of the caller or incident object;
- functionality for feedback on the completed task.
Examples of System 112 interface:
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