Moldovan PM says launch of 112 emergency service brings Moldova closer to European Union

Interview given exclusively to the MOLDPRES State News Agency by Prime Minister Pavel Filip before the official launch of the 112 Service.

MOLDPRES: The initiative on the creation of the 112 Service in Moldova was launched on the period when you acted as information technology and communication minister. What prompted you to initiate this project, which were the reasons which stayed at the basis of the initiative and why so much time passed till the implementation?

Pavel Filip:  Indeed, I thought this project some 6-7 years ago, first of all, in order to provide people with certainty. The certainty that the authorities will intervene quickly and efficiently when needed. The 112 Service automates all processes which have been so far unfolding separately at the police, ambulance and firemen. Now, there is a single number of the emergency calls, which means that the citizen’s interaction with the specialized services is easier.     

When we started this project, the communications infrastructure began developing rapidly; yet, a full lack of modernization was recorded in the communications sector, which made things more difficult both for citizens and for authorities. Certainly, we wanted to get in line with the advanced standards of security and protection which are in the European countries or the basic goal for which this Service was created is to guarantee a high level of safety and protection of the persons and assets, to optimize the emergency interventions and the use of resources.   

Although we managed to work out a special law to this end in 2014, a pretty difficult stage followed, which affected the terms of carrying out this project. There were dissensions between the then political forces, so the things did not move with the speed we wanted to. When I took over the office of prime minister, this project again became a priority for the government. We managed to quickly approve the legislative and normative framework dealing with the standardization and regulation, the institutional framework was established, needed resources and buildings were provided. Also, equipments were supplied and the information and communication systems were set. On the same period, the needed staff was employed and trained. I want to say that, out of 200 applications submitted, 38 operators have been attentively selected. This trade is responsible and professionals are necessary.    

We have passed all these stages and now we are in the phase of re-equipment and re-setting of the processes dealing with the emergency situations, both in the civil networks of electronic communications and within the specialized emergency services. The 112 Service is already outlined as a binder between these two chains, bringing new technologies and efficiency. We have a single goal: to provide modern and certain services to citizens and facilitate their interaction with the authorities. Presently, we can say that we launch this project even by nine months earlier than scheduled.   

M.: The project on the creation of the 112 Service is based on the most advanced practices of the EU member states. Please, tell us the experience of which EU states has been studied and taken over to this end? Which are the advantages of the information system selected and set for the 112 Service from Moldova?

P.F.: When we came up with the idea of this service, at the ministry we studied the best European practices in the field, which just stayed at the basis of the Law on the 112 Service. We considered the European legal framework, as well as the experiences from the Nordic states and the one of Romania, which were the best positioned in ratings in the field.  

In 2015, with the support of development partners, one of the most advanced international consultancy company was contracted, which carried out the feasibility study that stayed at the basis of the technical concepts and regulations on the work of the Service.

I stress that the launch of the 112 Service brings us by one step closer to the European Union, where this single number already works for all emergency calls. The European integration is made maybe with small yet sure steps. Once this system implemented, we will provide our citizens services exactly as in the European countries, so that, if facing an emergency, they feel here, at home,  protected just as in Europe.     

The advantages of the Automated Information System of 112 are multiple, but I believe that the most important thing is that we will manage, once the system implemented, to offer a higher degree of safety to the citizens and to be more operative in intervening in emergency situations. You will ask me what this conviction is based on; I think and I say it with confidence: on modern technologies.

The information technologies do not just economize resources and allow their efficient use, but also provide a clearer picture of the emergency situation to the person who manages these cases. We switch now from computers used only as  writing machines towards integrated information systems. The 112 automated system set in Moldova now is of the last generation, used only in one or two North-European states.

The 112 service provides a string of functionalities, such as: the automated creation of a case file at the moment of the call; monitoring the settlement of the case during its entire duration till the result of the intervention and archiving data; geographical localization of the caller in due time; interviewing the citizen about the case a single time and the availability of the data collected for all emergency services involved in the management of the case; possibility of interaction of the emergency services in regime of virtual conference when major emergency situations are settled; integration, if necessary, of data from diverse information resources or filtering false calls.

When the conducting operator has such a picture, certainly the efficiency of the intervention and of the management of resources is enhanced. Just let me give you an example: now, the average period of time for questioning the person who calls the numbers 901, 902 or 903 is of two minutes. The 112 Service will shorten this period of time thrice. Due to the fact that the system automatically identifies the family name and first name of the person and localizes him/her, by registering the information very quickly, the questioning time is shortened to 40 seconds.       

M.: When do you plan to fully operationalize the 112 Service? Do you envisage a campaign to inform residents about the switch to the single number of the 112 emergency calls?   

P.F.: The industrial putting into operation of the 112 service is established for 30 June. Yet, the 112 Service is put into operation starting from 29 March, after which a comprehensive process of switch of functionalities, integration of the existing data and information systems to the 112 Service starts. A world famous company deals with the maintenance of the soft, which committed to supervise in continuation the system’s functionality. If necessary, the company will intervene with adjustings.        

At the same time, for us, it is quite important to have a campaign of efficient informing about this service. All citizens should know about this change and memorize a single number: 112. Further on, the soft is doing its job. We have already instructed that policemen and rescuers make information visits to schools and universities, so that young people know that the call 112 means responsibility. Physicians and social assistants will inform those with whom they interact, civil servants and mayors will communicate about the 112 service at meetings with people, we will reach the Diaspora as well. On this occasion, I appeal to media institutions to back us in this important step for the safety of citizens.   

M.: Please tell us whether, concomitantly with a modern service of taking over emergency calls, you also plan the modernization of intervention crews of the specialized emergency services?

P.F.: The modernization of the equipments for emergency intervention takes place permanently and this is also a priority of the cabinet. First of all, the modern communications system implemented with the introduction of the 112 Service, will allow a stricter record of the way specialized machines and equipments are used, will optimize the way available resources are used by removing false calls and their management via modern means of the dispatching unit. Practically, the soft allows each service (police, ambulance, firemen) to visualize exactly all their crews on map. Meanwhile, we also consider possibilities of modernizing the intervention crews, so that we made available to our citizens modern equipments and quality services.     

(Reporter A. Zara, editor A. Raileanu)