IT and Decision Support Systems of the 112 Service of Latvia

Deniss Gaplevsky

Tehnical manager

State Fire & Rescue Service of Latvia

National Civil Protection Service

Fire and Rescue Service

Calls to 112 (01) number

Police Ambulance Service

Other rescue services

Calls to 02 number

Calls to 03number

Calls to other

numbers

The 112 service forwards calls to the other civil protection services

5%15%

45%

35%

Total number of emergency calls to the 112 Service of Rigain 2003 1.5 million(according to the voice recorder’s statistic)

Misdirected calls

Dispatchingof fire vehicles

Forwarding of the 112 calls

(~ 60% to the Police ~ 40% to the

Ambulance service)

Joke and drop calls

National Civil Protection Service inside the region of Latvia

PSTN (LATTELEKOM)

GSM (LMT) GSM (TELE2)

PSTN, including

public phones

112 (01)

Police

Ambulance

Others

ISDN2+

ISDN2+

ISDN2+

112

112112

112GSM gateway

Dispatch desk

Decision Support Systems of the 112 Call Center GIS: search of the low-cost route Internet/intranet: on-line documentation (lists

of phone numbers, algorithms, forms etc.) Voice recording: detail post analyze of the

received calls, cooperation with the police ALOHA: modeling of spreading of chemical

substances

IT Systems of the 112 Call Center E-mail: documentation flow Internet: sending messages to the employees

via GSM Emergency Alert Network: civil notification

system Self-Made Software: collection of statistical

data, generation of different reports VoIP: low-cost internal calls between

divisions

Development Plan of the National Fire and Civil Protection Service

Unified telephone number Unified IT and Decision Support System One responsible person

112 call center

Calls to 112

Fire and RescueService

PoliceAmbulance

ServiceOther rescue

services

Problems to Solve Weak legislation Absence of the agreement on cooperation

between the national civil protection institutions

Absence of the development plan regarding the national civil protection institutions

Result:

Incompatible, heterogeneous IT systems

Thank You !Questions ?