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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
