evolution of access to emergency services · • new technologies makes it possible to obtain...

Evolution of access to emergency servicesBenoit VIVIER, Public Affairs Manager, EENA

What is EENA?

The European Emergency Number Association (EENA)

Discussion platform and best practices sharing for emergencyservices, public authorities, researchers, solution providers andall other actors of the public safety sector

Brussels-based organisation set up in 1999

Mission: Improve the safety and the security of the people

THREE PILLARS

Make knowledgeavailable to all

Facilitate contactsbetween all actors

Drive change

About 112

• Common emergency number in Europe

• Works all across the EU, 24/7 and free of charge

• Provisions related to 112 in EU legislation: Universal ServiceDirective & European Electronic Communications Code

• Organisation of emergency communications handling remainsthe competence of Member States

What lays behind 112?

1. Who should provide access to 112?

2. Locating emergency communications

3. Accessibility of 112

4. Embracing the digital revolution1. SDF

Who should provide access to 112?

Question was easy before

Who should provide access to 112?

But it’s a bit more complicated now

Different obligations related to 112 accessStandard telecommunications providers:

• Must provide access to 112

Number-Based ICS

• Must provide access to 112, as long as it is technically possible

Number-Independent ICS

• May have to provide access to 112 if "effective access to emergency services is appreciably threatened” (article 123, EECC)

Locating emergency communications

• Traditional way of locating emergency calls is not accurate: 2km in average

• New technologies makes it possible to obtain accurate location information derived from the handsets (GNSS, Wifi)

• AML: Advanced Mobile Location: automatic provision of accuratelocation data directly to emergency services

Locating emergency communications

Map of deployment of Advanced Mobile Location technology

AML deployed (Android + Apple)

AML partially deployed

AML soon available

+Mexico (some states)New ZealandUnited Arab EmiratesUnited States (some states)

Accessibility of 112

“Member States shall ensure that access for end-users withdisabilities to emergency services is available through emergencycommunications and equivalent to that enjoyed by other end-users in accordance with Union law harmonising accessibilityrequirements for products and services.” (article 109 (5), EECC)

Accessibility of 112

Accessibility of 112

Accessibility of 112

Embracing the digital revolution

New ICT technologies brings new possibilitie:

- Additional data to emergency services- New ways of accessing emergency services

Embracing the digital revolution

How can we make sure emergency services will benefit from this?

Next-Generation 112

Next Generation 112 (NG112): Standardised technology to modernise emergency communications (text, video, location or additional data).

• IP-based access to emergency services• Multimedia access to emergency services

ETSI technical specifications available here

‘Embracing digital technology’ means one new risk:

Cybersecurity

Cybersecurity

Cybersecurity

May 2017: EENA created the cybersecurity working group

PSAPs need to be reachable24x7x365

Emergency Services need to beprepared to react:

• PSAPs have to ensure that peoplein distress can contact them

• Implement a defense againstTelephony DoS and Cyberattacks

Work of EENA

Publication of the CYBERSECURITY: GUIDELINES AND BEST PRACTICES FOR EMERGENCY SERVICESEENA document

Document on SECURITY AND PRIVACY ISSUES IN NG112

Forms of

cyberattacks

Impacts onPublic Safety AnsweringPoints

• Interruption of service continuity/System disruption• Information loss and confidential information reveal• Brand, credibility and reputation damage• Forensic investigations, legal proceedings• Potential involvement in a Cyberattack

Measures to be taken

Risk assessment plan Cybersecurity Policy

• Information security policy

• Include Cybersecurity in tenders

• Cybersecurity Audit

People and education

• Conduct security awareness trainings

• Assign a person as responsible for Cybersecurity

• Communication Plan

• Right roles and tools

Recommendations

EENA is a supporter of the…

Key links

• EENA Working Group on Cybersecurity – HERE

• EENA Document – “Cybersecurity guidelines and best practices forEmergency services” – HERE

• EENA Document – “Security and Privacy Issues in NG112” - HERE

• Keynote presentation on ‘CyberAttacks & Public Safety’ at the EENAConference 2019 – watch presentation HERE

• Cybersecurity at the EENA Conference 2020 – All info HERE

CONTACT

Benoit VIVIERPublic Affairs Manager, EENA

@BenoitVivier bv@eena.org Benoit Vivier