Zeki Malunski, State Expert, Directorate “National System 112”, Ministry of Interior, Bulgaria - Emergency calls in Bulgaria: State of the art and projects of reform

2. Agenda
• Current handling of emergency calls
• How Bulgarian 112 works?
• Value added services
• The emergency call handling model
• Available technologies
• Reforms and Projects
• Planned reforms
• Next Generation Reforms and Projects
• Next Generation 112

4. How does Bulgarian 112 work?

5. Value added services
• eCall & EUCARIS
• Accessibility for end-users with disabilities

6. The emergency call handling model
• Only one general emergency
number - 112
• Highly trained civilian call-takers
• EROs’ dispatchers are available
for conference calls
• Civilian call-takers classify the
emergency call data and send the
information to all responsible
EROs at the same time.
Model 3

7. Available technologies
• Interconnected PSAPs within a dedicated network
• Multi level redundancy and load balancing
• Centralized and common software for accepting and processing calls
• Centralized and common databases
• Common GIS
• Computer Telephony Integration (CTI)
• Common voice recording system
• Automatic call distribution system (ACD)

8. Reforms and Projects
• Planned reform: Concept for development of National System 112 and creation
of a new system for acceptance of emergency communications and resource
management at the emergency response organizations, based on a single
platform, in order to improve the service – Single European Number 112 on the
territory of the Republic of Bulgaria
• Purpose
• Scope and basic parameters
Users: call takers and supervisors in the PSAPs,
dispatchers in the EROs and mobile teams in the EROs.

9. Model of the unified information
and communication platform

10. Next Generation Reforms and Projects
• Structural reforms in the organization
• Organizational reforms and improvements
• Optimization of services
• Service innovation
• Quality management
• Optimization of resources for handling a call
• Technological reforms
• Next Generation 112
• Voice, Video and Real Time Text communications
• Open software platform - unified for all PSAPs and EROs
• Common CAD system for all EROs
• Internet of Things