Analysis of Abusive 112 Emergency Calls in Romania

Mihail Bărănescu,Madalina Tabarcia,Madlena Nen,Nadia Ciocoiu,Ionel-Sorinel Vasilca

doi:10.5171/2021.471463

Abstract

The abusive calls subdivision of the non-emergency calls made to the 112-emergency system represent a concern for the administrators of other such services worldwide, since they generate suboptimal use or even waste of resources. Preventing this scenario requires countermeasures to limit the impact of such calls on the operational performance of handling genuine emergency cases.

Highlights

The 112 systems operated throughout the European Union are managed and financed by each of the member states, who decide on their implementation models and on the organizational architecture of the emergency call centers
This research paper aims to discuss a specific category of non-emergency calls, namely those generated by adults in comparison to those generated by children, by exploiting a large volume of data recorded within the emergency system’s archive
The scope of research was to identify the dominant characteristics of the abusive calls, which would in turn allow the 112 administrator to target the right audience, using the right channels at the right time

Summary

Introduction

Having a single number to be dialed in any emergency situation is very convenient and comfortable for a caller under duress because it shortens the intervention time and reduces the impact of crime and other critical matters through a faster emergency service. The 112 systems operated throughout the European Union are managed and financed by each of the member states, who decide on their implementation models and on the organizational architecture of the emergency call centers. Every time someone dials an emergency number in an unsubstantiated manner – whether deliberately or not – the timely intervention of life-saving services, for those who are in real need, will undoubtedly be affected. Every time emergency services respond with an intervention to a false alarm, they are expending valuable tangible and financial resources (Boyle, 2012)

Objectives

Findings

Conclusion