In Italy 112 number is from 1981 the call number in
order to contact operating centres of Carabinieri,
while historically number 113, connected to the operating centres of
State Police, activated in 1968, was known like the number for
the "public emergency aid", to which were addressed calls for whichever
emergency. The 113 replaced the other short numbers for the emergency not
still active, passing in interconnection the emergency calls to other agencies
deputies to the aid scattered on the territory of competence.
Today several numbers for the emergencies are present in Italy, dedicate you
to the various typologies of emergency services that can be demanded:
to all this numbers need to be added the social
utility social numbers which the European Commission have forecasted must be
moved to short numbers with 116 prefix (like the number 114 for the
signalling of the minors in difficulty, the new number managed for the
Ministery of Communication by "Telefono
Azzurro", that keep the old 19696,
the
1500
for general sanitary emergency like epidemics, the
1522
against violence to woman.
Has been closed from some years the number 116, for car emergency service,
it
can be contacted with short green numbers of various private organizations (803116 or
803803).
With the institution in 1991 of European Unique Number 112 for Emergencies
(91/396/CEE), the calls to the 112 have been addressed directly to call
centre of Military Police officers who then shunt the eventual calls for
the other services, to the others Center them Operating of the aid or, in
some cases, ask to recall the exact number correspondent to the emergency for
which the customer calls.
Natural otherwise is that the calls to the 112 are increased continuously
in the last years, for the following reasons:
- The customers who use cellular telephones are
beyond 90% of the population, with nearly one mobile line for inhabitant,
in Italy. If it is considered that number 112 e' indicated in the
instruction booklets of the cellular telephones like the only
connectable number, also under cover of various operator not subscribed, or
the fact that is the only connectable number without the SIM/USIM
card into the telephone, is understood that many customers associate the emergencies
to number 112.
- The foreign who are in Italy and do not know the
various numbers of emergency, if they need to call the numbers of
emergency using mobile or the fixed
telephone, if known, they use number 112.
With the most modern mobiles, calls to the 999 (UK) or the 911 (U.S.A.),
are automatically addressed to 112 without
knowledge from the customer of which service is being called.
- Finally, also for the crescent knowledge that the
Only Number for the Emergencies in Europe is number 112, although if it
seems to be known only from 10% of the population.
But then which is the future of European Unique
Number 112 for the Emergencies in Italy?
On the web site of the Ministry for the Technological Innovation a
press release of 2004 announce the next experimentation in the
province of Salerno, Catanzaro and Palermo.
The announced experimentation has seen like concrete action, the birth of an
interdepartmental commission to which it has been entrusted the analysis
task and to realize a feasibility study in order to establish how they will
have to be structured and organized, also technologically, call centre of
112 in Italy. Such study has been completed by the two following structures:
-
A “Working Group for the istituation of Unique
European Emergency Number” (DPCM of 04/08/2003);
-
A mission structure called “Technic-operative unit
for the istituation of Unique European Emergency Number” (DPCM 30/06/2005
edited on
Gazzetta Ufficiale n. 237 of 11-10-2005).
Both this two commission are expired on the first half
of 2006, the Salerno test call centre have never been activated and may be
considered closed, to better understand what was done concerning it, you may
visit the dedicated
section.
It can be useful to understand which it will be the choice that will be able
to be covered, is reassumed in two hypothesis here:
|
Hypothesis A |
Hypothesis B |
|
The creation of a 112 system
constituted by management centres filtering and coordination
"super partes" with general operators which will follow dispatching
and coordination between organizations. |
The creation of unique call centres, called "interforze", constituited
by people from the different organizations involved with a complex
internal organization managed by very different professional persons,
also for methods and background. |
To:
- unique 112 call taking for province o huge area;
- central dispatching;
- telematic forward to second level call centres of call datas;
- coordination between organizations;
- call assignement considering the availability of different
organization;
- interaction only with second level call centre (same as today). |
To:
- unique 112 call taking for province o huge area;
- quick forward of phone calls to a single organization (i.e. Police)
for intervent scheduled priority;
- involvment of other second level call centres for let them taking
part to the operations;
- intervent state visible and shared with all other organization in
112 call centre;
- direct interaction between call taking centres and rescue or
police team (like today). |
Investments:
realization of call centres of first level with informatic
integrated systems to the actual existing call centres and
integrated to telephone operators (landline and mobile for
location),
with eCall
predisposition. |
Investments:
tranfer of actual call centres to new unique buildings and
informatic renewing in order to have a unique shared system for call
answering and taking,integrated to telephone operators (landline and
mobile for location),
with eCall.predisposition. |
Each of these two solutions must be able to
use technological platforms to interact with the nets of
the telecom operators of landline and mobile telephone for calls
location,
in "push" modality .
New call centre with management software adapted
to allow the operators of 112 to the visualization of the events
managed from an other nearby call centres or from others, i.e. second level
call centres (from the Sanitary Aid, Police or
Fire Department), especially in the operations that must involve
more services.
No possible to adopt simply solutions with automatic call taking
systems (IVS)
|
