The number of non-emergency calls decreased significantly compared to 2014

Saturday, 21 December 2019

In 2019, for the first time in the history of 112 Service, there have been more calls to report real emergencies than for non-emergencies. More and more citizens are aware that 112 is for emergencies only. The number of non-emergency calls decreased significantly compared to 2014.

According to the statistics of the Single National Emergency Call System, during the period January-November 2019, there were 10.437.328 calls to 112, of which 5.404.650 (51.7%) were real emergencies. Compared to the similar period of 2014, the number of non-emergency calls to 112 decreased by 45%.

Therefore, if in January-November 2014 there were 9.907.825 calls that did not represent emergencies, in 2019 their number decreased to 5.032.678, being the lowest number of 112 calls that did not report emergencies.At the same time, it is for the first time in the history of the service, when the number of real emergency calls is higher than the number of non-emergency calls.

The decrease in the number of calls that do not report real emergencies is the result of awareness campaigns regarding the responsible calling of 112, carried out by the Special Telecommunications Service together with the specialized intervention agencies within the Single National Emergency Call System.

Regarding the type of emergencies and the distribution by agencies, for the period of January - November 2019, most emergency calls were transferred to the Ambulance - 55.50% (3.473.657), followed by the Police - 22.91% (1.433.892), ISU-SMURD - 16.95% (1.060.666), Gendarmerie - 4.20% (262.950) and other agencies - 0.44% (27.384).
In 2019, the average transfer time of a call from the Special Telecommunications Serviceoperators to the dispatchers of the intervention agencies was 54.25 seconds, and the average time for taking calls was 4.35 seconds. Based on the performance index recommended by EENA (European Emergency Number Association), whose value for the average time of calltaking is 12 seconds, in Romania this is almost three times lower.

We reiterate that the attributions of the Special Telecommunications Service operators in the Single Emergency Call Centers consist of taking emergency calls, conducting the primary interview and transferring them to the dispatchers of specialized intervention agencies.

The responsibility of the Special Telecommunications Service operator ceases after the transfer of the call and of the information obtainedto the intervention agencies, the latter having responsibilities in handling the intervention, allocating resources and monitoring the situation reported.

Unjustified calling of 112 can cost the life of a person in danger. We remind citizens that calling 112 in situations that do not represent danger to life, property or the environment causes delays in providing the necessary assistance to people who call to report real emergencies, and this can sometimes have fatal consequences.

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