Introduction of unique number of "Alarm center" in Serbia, European experience of 14 years

For the sake of EU joining, Serbia plans to introduce unique "112" number of alarm center, which exists in Europe for 14 years.

Call center could be compared to the functioning of old main phone exchange.

The aim of the alarm center is maximal simplification of way in which citizens could ask for help, or report accident, in order to reduce time authorized services need to start solving problem.

Each operator in the center has three monitors. The first one is for tracking and lobbying of incoming calls, the second answers and manages recieved call, whereas the third, the one with the maps, tracks the schedule of available services in the field – such as fire vehicles, police cars and ambulances.

The first task of the operator is to estimate who he or she should forward call to and take the basic data. He also must work on filtering of calls, because the statistics show that up to 50% of calls are fake, due to (un)intentional mistake of citizens. While the checks are performed, the call is listened by police, emergency and fire dispatchers and, if needed, take the call.
The system is expanded lineary, so that the same software is used with both one and one thousand operators in the alarm centers.

The planning of the alarm center introduction lasts, at average, at least two years. Technical realization is far too quicker and, depending on the number of centers in the State, it is measured in week or months.

The communication between operator and clients and dispatchers of other services, both oral and written, is recorded. It serves for simulation of real situations and training of operators and, of course, for checking of efficiency and quality of their work.

This system also brings money because "SOS Alarm" center rents its services according to market principle.