The importance of the single emergency number 112

The single emergency number was created due to two main factors: the constant and quickly increasing number of people traveling to other European countries and an aim to ensure traveller safety. Previously, each country had a separate emergency telephone number for a particular emergency service, which travellers found difficult to find out and memorize. Facing an emergency situation in a foreign country involved a great deal of stress, as instead of immediately calling emergency services travellers first had to remember or find out what number to call.

The Directive 2002/22/EC of the European Parliament and the Council of the European Union of 7 March 2002 “On universal service and users’ rights relating to electronic communications networks and services (Universal Service Directive)”established the single European emergency call number 112, which must be operational alongside other national emergency numbers and remain free of charge from all public telephone networks, including public pay phones. From 1 May 2004 the single emergency number 112 works throughout the territory of the Republic of Lithuania from all public telephone networks.

Knowledge of the single emergency number 112 processes

InnoForce Group experts work in the field of 112 since 2003. Our competencies include:

• Professional expertise in legislation and regulations concerning the operations of the single emergency number 112 in the European Union, Ukraine and Kazakhstan;

• Developing business models and business process modelling for the 112 service;

• Developing models of interaction between emergency services, analysing the compatibility of information and data exchange structures and methods;

• Defining qualitative and quantitative quality indicators for services of the single emergency number 112;

• Developing and implementing a unified information system of the single emergency number 112;

• Developing information system architecture based on specific business models;

• Preparing, improving and developing functional and technical requirements;

• Developing components of the unified 112 information system and integrating them into a single process management complex;

• Managing development and implementation projects of the unified 112 information system

 InnoForce Group experts took part in implementing the following projects:

• Implementation of the pilot version of the single emergency number 112 information system at the  Lithuanian Emergency Response Centre, 2003-2004 (general contractor – Siemens Lithuania);

• Preparation of a feasibility study of the national single emergency number 112 system development in Lithuania, 2006;

• Implementation of the national single emergency number 112 information system, 2008-2011;

• Feasibility study of the Safe City System in Almaty city municipality (Kazakhstan), 2008;

• Consulting services for creating the single emergency number 112 system in Ukraine, 2011;

 Hits/ISAC. Implementing a project funded by the European Union, aimed at improving public safety, 2006-2007 (consortium leader – Telia Sonera)


Implemented single emergency number 112 projects:

The maintenance and development of the Emergency Response Centre’s (ERC) information system.

Developing technical and economic substantiation (project documentation) for the Safe City automated information system. (Almaty city municipality).