Everything you need to know about the operation of 112 that is activated from today, January 1, 2020

It is ready for implementation as of today system 112 for emergency alerts.

Πpremiere for 112 took place today for emergency alerts - a tool that requires sobriety and attention!

It is noted that 112 is a comprehensive emergency communications service and includes outgoing and incoming part, ie a system used by and to the citizen. This means that, on the one hand, the European Emergency Number 112 is used to call toll-free emergency services in all EU countries.

The citizen can call 112 in any case of emergency, anywhere in Greece. On the other hand, the service allows citizens to be warned in cases of natural, technological and other disasters by sending messages through various technologies and communication channels.

The functions of 112 from 2020 regarding the incoming part:

• Operation of 112 24 hours a day, 7 days a week
• The call is free of charge and can be made from a landline or mobile phone, even without a SIM card, as well as from public telephone booths without a calling card.
• The number 112 operates within the reach of any mobile network. If the event area is not covered by the caller's mobile network, the call to 112 is made through other networks
• Response from specially trained operators in Greek, English and French (staffing: OTE incoming call operators and business liaison officers from the Greek Police, the Fire Brigade, the National Emergency Center and the Coast Guard-Greek Coast Guard)
• Locating the caller's location: it will be done automatically for all calls, as soon as the operator answers. The caller's position is displayed directly on an electronic map on the operator's screen. From April 2020, caller location will be located with the Advanced Mobile Location / Emergency Location Service (AML / ELS) system, which is based on the GPS receiver of a smart mobile phone, achieving tracking with an accuracy of less than 100 meters within 30 seconds.
• Vulnerable-Vulnerable groups: The 112 system will allow the citizen to notify the emergency services not only by phone call, but also by sending SMS and MMS messages, but also by email and fax. Therefore, citizens with a hearing disability will be able to call 112 seamlessly, while citizens with a cognitive disability will be able to send a photo (MMS) of the event if they are unable to describe what happened. In addition, the ability to geo-locate the caller will be provided (currently this feature is not automatic and requires a 15-minute tracking period, while the Ministry of Digital Government is in consultation with providers to explore the possibility of medium-term automation of the system).

Therefore, emergency services will be able to address the incident even when the caller can not explain where he is (eg due to visual disability) or provide clarification on the type of need he has (e.g. .x. due to mental or cognitive disability).

The functions of 112 from 2020 regarding the outgoing leg:

• The Citizens' Alarm System: early warning system for natural, technological and other disasters by sending messages to designated geographical areas.
• Message content: These messages are written in Greek and English, and are adapted on a case-by-case basis depending on the type of event and the actions required. They provide guidance for self-protection measures by citizens who are affected or may be potentially affected by such a situation.

Messages can be voice or text:

• Cell Broadcast Messages (CB). The citizen receives a written warning message on his mobile phone, which appears on the screen of the mobile phone and is accompanied by a characteristic alarm sound (different from any other notification sound of the device). Sending CB messages is free and is potentially supported by the majority of smartphones purchased in Greece. According to a recent survey by Focus Bari, more than 80% of Greeks own a smart phone.
• Short Message Service (SMS). The citizen receives a text message on his mobile phone. "112" appears as the sender of the message. This technology is aimed at citizens who do not have smart phones.
• Emails. The citizen receives an e-mail, which can be read on a mobile phone, tablet, landline or laptop. "112" appears as the sender of the message.
• Voice alarms. The citizen receives a phone call on his mobile or landline. "112" appears as good. As soon as the citizen answers the call, he hears a voice message, recorded or translated from written text (text-to-speech).

What are the required actions by the citizens:

• • Smartphones: In order for citizens to receive Cell Broadcast - CB messages, they need the appropriate updated software (firmware) from the manufacturer and at the same time some settings in their terminals, which may differ per terminal. This technology allows messages to be sent to all devices in an area rather than to a directory of phone numbers. Therefore, no registration is required, and the service is available to all residents, employees and visitors of an area.
  • Conventional mobile phones, sending email, voice call: citizens who do not have smart phones in order to receive SMS, as well as for citizens who wish to receive emails or voice alarms, a pre-registration is required in a database of the General Secretariat for Civil Protection. When registering, the citizen states his number, his email address, depending on the type of message he wishes to receive, as well as his home or work address. The targeting of the message is based on the address stated and will be notified when this address is located within the specified geographical area selected depending on the risk. In any case the citizen will receive the CB message, provided he has a smartphone and according to the above conditions. Otherwise, he will receive an SMS or email message or a voice alarm, depending on the medium he has chosen during his recording.

•  Sign up: It can be done by filling out an electronic form on the website of the General Secretariat for Civil Protection or by calling 112. For those citizens who register in the GGPP database, a corresponding register will be created, in order to accept the alternative types of notifications, except the CB. In fact, especially for the text messages SMS, which will be sent to predefined geographical areas (clusters), a platform for sending them is created, which will be managed by GGP.
• Warning selection criterion via 112: The outgoing part does not replace, but complements and operates in conjunction with existing warning methods and techniques. The choice of notification method and technology depends on the time, location and type of event. Therefore, the use of 112 will be made only in cases of exceptional and immediate danger, as long as this is the appropriate solution, and to the extent that it is in line with the operational and regular response plans. For example, while the Fire Risk Prediction Map is issued by the General Secretariat for Civil Protection daily from 1 June to 31 October, only in cases where the fire risk is assessed as extreme (Risk Category 5 - Alarm Status) a message will be sent.

According to a statement from the Ministry of Digital Government, the current political leadership of the ministry found that the coverage of all mobile devices for receiving CBS messages was at 38%. Minister Kyriakos Pierrakakis started a cycle of communication with mobile phone manufacturers, succeeding in including CBS in the device upgrades.

Following the latest upgrades from Apple and Samsung, an additional 54% of mobiles receive CBS. So today, the total coverage of mobiles that receive CBS and, therefore, can receive messages from 112, reaches 92%, while there is an increasing trend.

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