Thailand’s Ongoing Effort to Consolidate Various Emergency Numbers into a Single Emergency Number System Pairoj Boonsiricamchai, Deputy Secretary-General, National Institute for Emergency Medicine (NIEM), Thailand, Pakorn Tongjeen, Lecturer, National Police Cadet Academy, Thailand & Tatiyarerg Chaisinlapa, Sub-inspector, Taladplu Metropolitan Police Station, Royal Thai Police

1. Thailand’s Ongoing Effort to Consolidate
Various Emergency Numbers into a
Single Emergency Number System
Dr.Pairoj Boonsiricamchai
Pol.Capt.Pakorn Thongjeen
Pol.Lt.Tatiyarerg Chaisinlapa

2. THAILAND

3. Brief Introduction to Thailand
• Known as “The Land of Smiles”
• Location: Southeast Asia
• Capital City: Bangkok
• The number of Provinces: 77 (Bangkok included)
• Official Language : Thai
• Government : Parliamentary Constitutional Monarchy
• Population (estimate) : 70,000,000
• Area : 513,120 km2
• Main Income : Export and “Tourism Industries”

4. Thailand: During the Country’s Reform Period
• Constitution 2017: More Opportunity
• Capitalism: Conceptual Framework
• Social Welfare
• Community Participation
• Local Decentralization
• Public Private Participation

5. Thailand Emergency System Responsibility
• Emergency Medical Service : Ministry of Health and National
Institute for Emergency Medicine With Hospital base Ambulance
• Fire : Local Administration
• Rescue : Department of Disaster Prevention and Mitigation and
Private Nonprofit Agency
• Crime : Royal Thai Police

6. Bangkok is the most
visited city in the
world!
The 10th most
visited country in
the world
(32.6M international
visitors)

7. Tourism revenue
contributes 17.7 percent to
the country’s GDP in 2016.

8. The World Economic Forum's Travel & Tourism
Competitiveness Index 2017 Report
Thailand was ranked 34th of 136 ranked nations with
7th for national resources
16th for tourist service infrastructure
20th for air transport infrastructures
34th prioritization of Travel & Tourist
37th for cultural resources
BUT..
118th for safety and security..!!!

9. Hotlines and Emergency Numbers in Use

10. Thailand’s Major Emergency Numbers in Use
Local Level
• 191 (Police)
• 1669 (EMS)
• 199 or Direct 9-digit Number
of Subdistrict Administration
(Fire and Rescue)
National Level
• 1155 (Tourist Police Call
Center)
• 1784 (National Disaster
Prevention and Mitigation
Center)
• 192 (Natural Disaster
Warning Center)

11. Emergency Numbers & Responsible Agencies
• 191 (Bangkok) – Patrol and Special Operation Division, Bangkok
Metropolitan Police Bureau, Royal Thai Police
• 191 (other provinces). – Provincial Police Division, Royal Thai Police
• 1669, 1646 (Bangkok) – Bangkok Metropolitan Administration (Local
Government of Bangkok)
• 1669 (other provinces) – National Institute for Emergency Medicine (NIEMS)
• 199 (Bangkok) - Officer of Disaster Prevention and Mitigation,
Bangkok Metropolitan Administration
• 199 (other provinces) – Provincial Administration
• 1155 – Tourist Police Bureau, Royal Thai Police
• 1784 – Department of Disaster Prevention and Mitigation,
Ministry of Interior
• 192 - Natural Disaster Warning Center

12. Emergency Call Handling System Model: “Local Level”
199 or Direct 9-Digit Number

13. Bangkok’s 191 Police Call Center

14. Bangkok’s 1669 EMS Call Center

15. Bangkok’s 199 Fire & Rescue Call Center

16. Emergency Call Handling System Model: “National Level”
1784

17. 1155 Tourist Police Call Center

18. NIEM’s 1669 Call Center

19. Number of PSAPs in Thailand (Police - Fire- EMS)
•Police PSAPs = 78
•EMS PSAPs = 81
•Fire PSAPs = 78

21. 191 Calls for Police Service in Bangkok
2 242 754
3 877 033
4 361 622
0
1 000 000
2 000 000
3 000 000
4 000 000
5 000 000
Number of total calls
2015 2016 2017

22. 191 Calls for Police Service in Bangkok
25%
70%
5%
Types of call in 2017
Emergency calls Non-emergency calls Fake calls
380,498 Calls

23. 191 Calls for Police Service in other 76 provinces
8 589 726
11 298 306 11 966 132
0
2 000 000
4 000 000
6 000 000
8 000 000
10 000 000
12 000 000
14 000 000
Number of total calls
2015 2016 2017

24. 191 Calls for Police Service in other 76 provinces
679,923
6%
7,220,697
60%
4,065,512
34%
Types of call in 2017
Emergency calls
Non-emergency calls
Fake calls

25. 1155 Calls for Tourist Police Service
677
0.18%
181,742
65%
98,030
35%
Type of calls from April 2017 - present
Emergency calls
Non-emergency Call
Fake calls

26. Summary of Calls for Police Service in Thailand
10 832 480
15 175 339
16 706 233
0
5 000 000
10 000 000
15 000 000
20 000 000
Number of total calls
2015 2016 2017
*Tourist police’s calls are included in 2017

27. 1669 Calls for EMS in Bangkok
(2016 – 2017)
59,655
12%
221,210
43%
108,202
21%
121,241
24%
Types of call in 2016
Emergency calls
Non-emergency
calls
Fake calls
Lost calls
Total calls : 510,308
73,179
15%
224,922
45%
97,891
20%
98,651
20%
Types of call in 2017
Emergency calls
Non-emergency
calls
Fake calls
Lost calls
Total calls : 494,643

28. 8,802
2%
153,259
44%
189,495
54%
Types of call in 2015
Total calls : 351,614
199 and 1748 Calls for Fire & Rescue in Bangkok
12,353
2%
345,129
54%
275,563
44%
Types of call in 2016
Total calls : 633,050 Total calls : 349,800
Emergency
Fake Calls
Non-Emergency
5,840
2%
232,705
66%
111,315
32%
Types of call in 2017

29. Call for Emergency Services in Thailand in 2017
11 966 132
1 712 124
353 658
0
2 000 000
4 000 000
6 000 000
8 000 000
10 000 000
12 000 000
14 000 000
Number of total calls
Police 191 Medical 1669 Fire&Rescue 199, 1748

30. Level of Emergency Service Integration
• All emergency service agencies communicate with
each other via radio channels.
• Each organization has their own proprietary
software and databases.
• No data/room/building sharing

31. Songkhla’s Emergency Service Integration Initiative
(since 2017)

32. Call-Taking & Dispatching
PSAPs
Call-Taking Dispatching
Mission Training Protocols Pre-Arrival Call taker = dispatcher Methods of Dispatching
Police 191 (BKK) answer+forward 1 week own No No Radio
Police 191(others) answer+forward No No No No Radio
EMS 1669(BKK) answer+forward No own No No Radio, Operation Information System (OIS)
EMS 1669(others) answer+forward No own No No Radio, Operation Information System (OIS)
Fire 199(BKK) answer+forward No No No No Radio, Operation Information System (OIS)
Fire 199(others) answer+dispatch No No No Yes Radio, Direct Call

33. Current Practices & Technology in PSAPs
PSAP Type 191
Bangkok
191
Other
Provinces
1669 and
1646
Bangkok
1669
Other
Provinces
199
Bangkok
199
Other
Provinces
1155
(Tourist
Police)
1784 192
Natural
Disaster
Warning
Center
Mission Police Police EMS EMS Fire,
Rescue,
Disaster
Fire,
Rescue,
Disaster
Tourist
Police
Fire, Rescue,
Disaster
Natural
Disaster Early
Warning
PSAP Model Local Local Local Local Local Local Central Central Central
ANI      X   
Landline Location  X X X X X X X X
CAD UD X X SD SD X SD X X
Fee of Charge         
GIS Map  X X X X X X X 
Call Recording      X   
SMS X X X X X X X X X
Video
Conferencing
UD X X X X X X X X
Mobile Application UD  UD  X X  X 
Call Taking
Protocols
Own X Own Own X X X X X

34. Current Practices & Technology in PSAPs
PSAP Type 191
Bangkok
191
Other
Provinces
1669 and
1646
Bangkok
1669
Other
Provinces
199
Bangkok
199
Other
Province
s
1155
(Tourist
Police)
1784 192
Natural
Disaster
Warning
Center
Data Sharing
with other
Organizations
X X X X X X X X X
Data Sharing
with other PSAPs
of the same
Organization
X X X  X X X X X
Transfer of the
calls
X X X X X X X X X
Social Media      Some   
Accessibility of
People with
Disability
X X X X X X X X X
Languages TH + ENG TH TH TH TH TH 8
Languages
TH + ENG TH + ENG
eCall X X X X X X X X X
Public Warnings X X X X X X X X 

35. Thailand’s Single Emergency Number Project
• The idea was officially introduced to the government in
2011.
• After 3 feasibility studies and a number of debates in
Congress over almost 7 years, the Single Emergency
Number Act was introduced to the cabinet for approval in
2017.
• This legislation was rejected by the cabinet later at the end
of 2017 with the reason of lack of project’s information for
decision making and further study needed.

36. Challenges
• Each emergency service organization has invested in developing their own IT system
without collaborating with each other.
• No data/ knowledge sharing
• Different mindset and working culture of emergency service agencies involved
• The Royal Thai Police has power and potential to make this project a reality; but, policy
makers of the organization still do not have enough knowledge and understanding of
what the system actually is.
• No professional training for emergency call takers
• Lack of technical expertise; it’s very new for Thailand!
• The project requires a large amount of money for the project investment.
• Lack of knowledge and understanding of the government and policy makers at the
national level
• Long dispute over what emergency number should be established as a national
emergency number by new legislation (191, 911, 112,…)

37. Key Findings
• The single emergency number system will definitely be
critical to Thailand’s economy in the future if invested and
deployed.
• Major Obstacles: - Different long-standing culture of all
emergency service organizations
- Special technical expertise required
- Lack of Government’s education of the
system

38. Lessons Learned & Recommendations
• Success Factors: (1) Quality, Consistent Public Education
(citizens & international visitors)
(2) Educating government/policy makers on
critical issues
Ex. - What is it? – How is it important to the country? – ROI?
(3) Finding appropriate PSAPs model and
financial mechanism in the context of the
country
(4) Strong collaboration of concerned emergency service
organizations
(5) Legislation in place
• Issues to be considered: prank calls, non-emergency calls, proper use of emergency
service through public education

39. Q&A

40. Contact
• Dr.Pairoj Boonsirikamchai
Deputy Secretaty-General, National Institute for Emergency
Medicine (NIEMS)
Mobile: +668 4325 1669 Email: pairoj.b@niems.go.th
• Pakorn Thongjeen
Royal Police Cadet Academy, Royal Thai Police
Mobile: +669 5694 1977 Email: thongjeen@rpca.ac.th
• Tatiyarerg Chaisinlapa
Bangkok Metropolitan Police Bureau, Royal Thai Police
Mobile: +669 1737 7112 Email: tyrg.ch@gmail.com