Operations documents

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


EENA Annual Publication

Public Safety Answering Points - 2016 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
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

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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
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
Data sharing between emergency services
Drones operations manual template
eCall (Updated version)
eCall factsheet: "Everything you wanted to ask, but did not know how..."
eCall Key Performance Indicators
eCall TPSP and Emergency Services Authorities Agreement template
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
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
Workforce management


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