Introduction of a Mobile App as an Alternative Channel to Connect to “112” (GE0058)

Introduction of a mobile app as an alternative channel to connect to “112”; The mission of LELP “112“of the Ministry of Internal Affairs is to reduce the time of emergency response. In order to process the emergency message without delay, identification of exact location of the caller is of utmost importance. When the caller is in the location without an address or he/she is not able to exactly identify the location, identification of his/her location is complicated. Furthermore, there are cases when, due to the specificity of the situation, the caller is not able to talk on the phone with the 112 call-taker. In order to identify the location without delay introduction of a mobile app - an alternative communication channel to “112” is recommended. Respectively, a long-term strategy was drafted, one of the priorities of which is creation alternative communication channels to connect to “112”. The biggest advantage of the project is a) immediate contact between the caller and 112 call-taker and b) the possibility to identify the location of the caller without delay- vital for a citizen waiting for emergency assistance. Date of Implementation: 2016-2017; Issues to be Addressed: For LELP 112 it is vital to identify the location of the caller for promptly reacting to the incoming message. However, problems also emerged in the cases when the location did not have an address, the caller was not able to recognize the location or could not communicate with the call-taker on the phone. Main Objective: LELP - „112“ Ministry of Internal Affairs of Georgia

17. Introduction of a mobile app as an alternative channel to connect to “112”

Commitment Text:

The mission of LELP “112“of the Ministry of Internal Affairs is to reduce the time of emergency response. In order to process the emergency message without delay, identification of exact location of the caller is of utmost importance. When the caller is in the location without an address or he/she is not able to exactly identify the location, identification of his/her location is complicated.  Furthermore, there are cases when, due to the specificity of the situation, the caller is not able to talk on the phone with the 112 call-taker.

In order to identify the location without delay introduction of a mobile app – an alternative communication channel to “112” is recommended. Respectively, a long-term strategy was drafted, one of the priorities of which is creation alternative communication channels to connect to “112”.

The biggest advantage of the project is a) immediate contact between the caller and 112 call-taker and b) the possibility to identify the location of the caller without delay- vital for a citizen waiting for emergency assistance.

Responsible institution(s): LELP – “112” Ministry of Internal Affairs of Georgia

Supporting institution(s): None

Start date: 2016.................... End date: December 2017

Commitment Aim:

The Legal Entity of Public Law (LEPL)’s “112” Emergency Response Center under the Ministry of Internal Affairs, committed to launch a mobile application which would decrease emergency assistance response time by locating the user using a GPS signal. The application would feature an SOS button for calling in extremely critical situations when a caller cannot speak on the phone.

Status

Midterm: Substantial

By the midterm, the mobile application was developed and ready to be launched in Fall 2017. “112” partnered with leading Georgian universities to involve students in testing the application for operational glitches and usability. “112” planned to conduct awareness-raising activities in February 2018. For more information, please see the 2016–2017 IRM midterm report. [71] 

End of term: Complete

The application was launched in February 2018 in its full capacity. According to “112,” the application has over 15,000 users who downloaded and retained the application on their phones. [72] The application offers three services: 1) users can call “112” to request emergency services; 2) users can request emergency services via an online chat option; and 3) users can use the SOS button in cases of extreme danger such as domestic violence, kidnapping, etc. when the user is unable to communicate with “112.” According to statistics provided by “112,” from February 2018 to October 2018, the response center registered 312 SOS requests and 687 requests through the chat functions; calls through the application are registered as regular calls and are not visible in application statistics. [73]

“112” conducted several meetings with students (Georgian and international) to test the application and collect user feedback. [74] According to “112,” a main recommendation referred to adding basic health information along with blood type in the registration part of the application. This recommendation was taken into account, and by the end of 2018, “112” launched a mobile application intended for blind and visually impaired users. [75]

“112” also took IRM’s recommendation to use this application for informing citizens. Namely, the responsible entity added tips and recommendations for different emergency situations, available to all users of the application. Outside the assessment period of this report, in collaboration with UNDP, “112” joined a campaign against domestic violence, and added information on regional organizations and centers that victims of domestic violence can access in case of need. [76] Also, “112,” in collaboration with NCDC, added a feature to inform users about tobacco control, negative health effects of tobacco, and other useful information.

Did It Open Government?

Access to information: Did Not Change

Civic participation: Did Not Change

Public accountability: Did Not Change

The commitment aimed to provide citizens with easier access to the emergency response service of “112” by launching a mobile application. While the mobile application is a step forward toward reducing emergency response time and simplifying citizen access to the services, including the benefit for tourists and other non-Georgian speakers, the commitment does not answer OGP values directly. While useful tips for different emergency situations is beneficial for users, this feature does not entail disclosing information previously unavailable to citizens.

Carried Forward?

The commitment was not carried into the new Action Plan 2018−2019.

[72] Natia Piriashvili (Head of Analysis and Project Management Office, LEPL 112), interview with IRM researcher, 9 Oct. 2018.

[73] Piriashvili (Analysis and Project Management Office), e-mail correspondence with IRM researcher, 9 Oct. 2018.

[74] Piriashvili, e-mail correspondence, 9 Oct. 2018.

[75] Piriashvili, interview, 9 Oct. 2018.

[76] Id.