The structure, challenges and strategies affecting the emergency services differ in each country, as does the approach to the work of the emergency services and public authorities. This session will outline how some countries approach these challenges and you will hear them share their experiences.

1. Emergency Response Service in the Province of Uttar Pradesh

2. UP100 – A glimpse

3. Uttar Pradesh – Basic Stats
• Population: 250 Million Approx.
• Area: 240,948 sq.km.
• Districts: 75
• Towns and Cities: 689
• Villages: 107,452
• Police Stations: 1526

4. Police Response Vehicles (PRVs) in field
❑ PRVs: 3200 Cars; 1600 Motorcycles
❑ 50000 officers on the streets
❑ Connected to all emergency services
2500 Rural PRVs 700 Urban PRVs 1600 2-Wheelers

5. 0
5000
10000
15000
20000
25000
30000
35000
Events Attended by UP 100
24513
Diwali’17
24259
Holi’17
32424
Holi’18
(7th January 2017 to 7th March 2019)
26518
Diwali’18

6. • Responded to about 11m events
between 7th Jan, 2017 and 07th Jan,19
• Around 110,000 calls answered daily
• Statewide average response time is
12.27 minutes
• Average 20000 events every day
• prevented 1317 attempts to suicide
• Persons arrested and handed over to
the police stations: about 2100 daily
• Victims/Persons rushed to trauma
centers: average 120 daily
Outcomes: Transforming Police Effectiveness
Handled at
Spot 84.26%
Handed over at
PS 12.49%
Handed over
site to PS 3.24%

7. Major issues
• Integration with stand alone services
• Language issues
• GIS data collection
• Officers’ training
• Smart phones problem and Cyber security
• Data Analysis

8. UP 100 Integration with Fire Service

9. Monitor
&
Chase
GRP HQ
GRP PS
PRV/Medical/Fire
If needed
SRP
Control
DCRAny rail passenger may reach UP100
through Phone, SMS and Social
Media
Calls processed at UP100
and transferred to CO
CO captures important information like incident
location and incident details and creates an event
DO validates the event and assesses
the event and dispatches it to
necessary agencies
GRP staff
reaches
event location
PRV / Ambulance / Fire Tender
reach as per need
GRP staff communicates with
distressed caller
Takes
action as
per SOP
Event Updated and
Closed to GRP PS
GRP PS
Event Closes and
Agencies become
Available again
UP100 Database
Feedback taken
from caller
Feedback shared
with GRP
MDTDesktop Monitor
SENSE
REACH
SECURE
UP 100 Integration with Railway Police
UP 100 Integration with Railway Police

10. UP100 Integration with public transport buses
UPSRTC BUS FITTED WITH PANIC BUTTON
UPSRTC HQ
UP100 Dispatch
Desk
SMS
Bus Conductor
UPSRTC Interceptor
UP100 PRV
Notification

11. Integration of 112 and 112
India APP with UP100

12. Call flow Post Integration of UP100 with 112
Citizens
100
112
Integration Platform
API manager
Calls processed at UP100
and transferred to CO
CO captures important
information and creates an event
DO validates the event assesses it
and dispatches it to necessary
agencies
Police Response Vehicle
FIRE Vehicle
Ambulance
GRP
Feedback taken from
caller
ATR Filled by
respective agencies

13. Messengers with multi-
lingual support
• 22 important languages
• Uttar Pradesh is a major
tourism destination
• 300 registered volunteers
• Offline captive software for
translation
• Multi lingual support

14. Rich Map Details: District, Police Station and Village Boundaries

15. 2616839
1717433
996295
809318
680542
543432
468035
425792
256795
212558
24,26
15,92
9,24
7,50
6,31
5,04
4,34
3,95
2,38
1,97
DISPUTE DOM_VIOLENCE PROPERTY_DISPUTE ACCIDENT FEM_HARSMT THEFT ATTEMPTED_MURDERTHREAT_IN_PERSON ASLT_RIOT_COMM GAMBLING
Top Events
Property Dispute Accident Female Harassment
(7th January 2017 to 07th March 2019)
Total Cases Reported: 10,786,122

16. 2125924
250919
67671 56065 38417 20753 15533 12654 9442 6452 4835 2756 1694 1216 907 764 477 303
0
500000
1000000
1500000
2000000
2500000
Disputes
Total Cases Reported: 26,16,839
(7th January 2017 to 07th March 2019)

17. Training : Capacity Building
Communication Officer Dispatch Officer Field Staff & Pilot
General Training (Soft Skills, Language, Behavioural Training)
Functional Training (Software Technical Training, Technology aspects Hands On)
PRV Maintenance, Road Safety, Driving skills, Traffic Rules adherence
▪ 100% Fresher and 25% Refresher training
▪ Emphasis on soft skills, technical skills and behavioral skills
▪ Improvise Policing Actions
▪ Continuous training for more than 25,000 employees every year
▪ Also conduct training by external experts for behavioural and motivational skills
▪ Training done last year: 66,960 till March 2018
▪ Training in current year: 26,150 from April 2018 to till now at UP 100 & Zonal HQs

18. Call Trends
Period: 01 April – 22 Oct ‘17; Time: 0000hrs to 2400hrs
1550391
1436817
113574
828780
200000
400000
600000
800000
1000000
1200000
1400000
1600000
1800000
Calls received at PBX and queued
(total dropped + Calls answered)
Total Calls dropped before answer Calls answered by COs Total Unanswerable Calls

19. Analytics and Research Centre
Analytics and Research Centre (ARC)
with a vision to use advanced analytical
techniques for the improvement of
efficiency UP100 system.
Forecasting
Crime
Trends
Predictive
Analytical
Modelling
Case Based
Approach
Reducing
Response
Time of PRVs
Fuel Pattern
Consumption
Resource
Optimization
Strategic
and
Operational
Planning
PRV
Redistribution
Modelling
Better
Preventive
Mechanism
Prescriptive
Analytics

20. 4
Accurate Assignment of PRVs
• Finding reason for cases of wrong assignment of PRVs across the
state
• Analysed above 500 cases of distant PRV assignment on daily basis
• Comprehensive report submitted in order to improve operational
efficiency
1
PRV Redistribution Model
• Developing Mathematical Model and Statistical Model for the
deployment of PRV across the state
• Establishing relationship between deployed no. of PRV with Event
count, Response time, Population and Area
• Creating simulator for what-if analysis
Festival Analysis
• Case Study of last year’s Dussehra related events to identify
potential incidental areas
• Subsequently, incident analysis report submitted for releasing
advisory to all the district and Police stations
• Similar study conducted for Muhharrum
Fuel Optimization Analysis
• Analyzing the fuel consumption pattern of PRVs in order to gain insights
on fuel consumption.
• Recommendation on the basis of statistical outputs to optimize fuel
consumption and save on fuel expenditure
Call Center Performance Analysis
• Analysis of call received and call offered patterns in UP100.
• Improvement in response time of event registrations and PRV
dispatch.
• Recommendation for improvement in capturing events more
accurately and assign nearest available PRVs.
Feedback Analysis
• Analyzing the reasons behind negative feedback by citizens
• Proper recommendation to improve emergency services in order to
improve citizen satisfaction
• Analyzing feedback mechanism to capture accurate informations
Understanding
Problem
•Collaborating with
UP100 Management
to define specific
objectives
•Determine key
requirements for
research and
requirements
Approach for
Analytics
•Set methodology
for analytical
approach
•Access Databases
•Fetch data and
records
Performing
Analytics
•Decide for suitable
analytical technique
•Preform Statistical
Analysis using
various tools
Delivering
Actionable Insights
•Analyse results of
analysis
•Develop insights on
the basis of outputs.
•Synthesizing
information that
aims to discover
research insights
Results
•Draw conclusions on
the basis of results
•Generate detailed
reports on the same
•Share with
management for
necessary actions
2
3
5
6
APPROACH
Problem Statements

21. 21
Predictive Analysis:
Predict the PRV distribution and deployment spatially on the basis of event density at any particular area.

22. 22
Trend Analysis:
Tool helps in analysis of major event type or sub type taking place in any particular district.

24. Reaching UP100 Digitally
Website: http://up100.uppolice.gov.in/
112 App: Google Play store
WhatsApp: +91-7570000100
SMS: +91-7233000100
Email: up100-up@gov.in
Twitter: twitter.com/up100
Facebook: facebook.com/callup100