Operations documents

Please find below a variety of documents related to EENA Operations.


EENA Annual Publication

Public Safety Answering Points - 2017 Global edition (Abstract)

Every year, EENA releases its publication on the organisation of Public Safety Answering Points (PSAPs). Having started by including European structures, the publication now covers 53 countries world-wide. This document is prepared with the generous contributions of the EENA network of emergency services and related public authorities. You can view an abstract via the link above.

If you wish to get the full document, please contact Jerome Paris at jp@eena.org.


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EENA Case Studies

Advanced Mobile Location (AML) in the UK
AED mapping & emergency response
Brussels Attacks - Crossover between research & reality
eCall implementation in Lithuania
Managing Change: The example of Finland
Managing Change: The example of Regione Lombardia, Italy
GIS112 in Estonia
What can internet companies do in emergency & crisis situations?
Public Warning in Chile: Resilient culture

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EENA Operations Committee

(Alphabetical order)

112 Accessibility for people with disabilities

112 and the EU Legislative Framework

112 Apps Strategy

112 PSAPs Technology

112 Service Chain Description
112 Smartphone Apps
112 Terminology
Advanced Mobile Location (AML) - Specifications & requirements
Advanced Mobile Location (AML) - Additional requirements and guidance
for Mobile Handset Manufacturers and Mobile Network Operators
Assessing meaningful response times         
Call taking procedures and data to be gathered
Caller Location in Support of Emergency Services (updated version)
Capturing Feedback from Stakeholders
Contingency  Plans
Costs of Providing Emergency Call Answering Services
Cybersecurity: Guidelines and Best Practices for Emergency Services
Data sharing between emergency services
Drones operations manual template
eCall and open issues (2018 revision)
eCall factsheet: "Everything you wanted to ask, but did not know how..."
eCall Key Performance Indicators

eCall TPSP and Emergency Services Authorities Agreement template (PDF)

eCall TPSP and Emergency Services Authorities Agreement template (word doc)

Emergency Silent, Hang-up and Abandoned 112 Calls
False Emergency Calls
GIS - The value of spatial information for emergency services
Key Performance Indicators for Evaluation of a PSAP Operation
Managing Change
Managing Human Resources in a PSAP
Managing the Tendering process
Means to Access 112
Media in Authority-to-Citizen (A2C) Communications
Mobile Identity: Platform for the Emergency Services
Mobile Handset Requirements - Communication to Emergency services
Multilingual 112 Calls
Oblique Imagery in Support of Emergency Services
Overload of calls
Pan-European Mobile Emergency App (PEMEA) Approval Procedure
Promotion of Emergency Numbers
Psychological support of 112 call takers
Public Warning
Public Warning (updated version)
Remote Piloted Airborne Systems (RPAS) and the emergency services
Smartcities & emergency services
SMS Access to 112
SMS communication with PSAPs and EROs (updated version)
Training of 112 call takers
Transnational Emergency Calls
Using and optimising GIS in an emergency response
VOST - Crowdsourcing & digital volunteering
Workforce management


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