Post on 22-Jan-2018
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BY
AYODEJI O SOFOLAHAN DIRECTOR, PROJECTS
NIGERIAN COMMUNICATIONS COMMISSION
1
112 IMPLEMENTATION IN NIGERIA
Emergency Communication Center
NIGERIA……
Nigeria has an estimated population of 170 million and a
land mass of approximately 923, 768 sq km
Nigeria is bordered in the North by Niger Republic and
Chad. Benin Republic borders Nigeria in the West while
Cameroun shares the Eastern borders and the Gulf of
Guinea and the Atlantic Ocean borders Nigeria in the
south
Nigeria is a Federal Republic made up of 36 States and a
Federal Capital Territory
There are over 500 Ethnic groups in Nigeria of which the
largest are Hausa, Igbo and Yoruba.
English is the official language
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Emergency Communication Center
MAP OF NIGERIA SHOWING STATES
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36 STATES OF NIGERIA AND THE
FEDERAL CAPITAL TERRITORY (FCT)
Emergency Communication Center
CONCEPTUALISATION
THE NATIONAL ASSEMBLY OF THE FEDERAL REPUBLIC
OF NIGERIA IN 2003 ENACTED AN ACT OF
PARLIAMENT FOR THE REGULATION OF THE THEN
FLEDGING TELECOM INDUSTRY
THE NCA 2003 IN SECTION 107 (3) (A AND B)
MANDATES THE TELECOM REGULATOR THE NIGERIAN
COMMUNICATIONS COMMISSION (NCC) TO TAKE
IMMEDIATE STEPS TO:
“ENCOURAGE AND FACILITATE THE PROMPT DEPLOYMENT,
THROUGHOUT NIGERIA OF A SEAMLESS, UBIQUITOUS AND RELIABLE
END-TO-END INFRASTRUCTURE FOR EMERGENCY COMMUNICATION
NEEDS”
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Emergency Communication Center
EMERGENCY NUMBERS
5
AGENCY
RESPONSIBLE
EMERGENCY
NUMBER
FINANCES SIZE OF OPERATIONS
FEDERAL GOVERNMENT
OF NIGERIA (FGN)
112 Nigerian Communications
Commission on behalf of
the FGN
Nationwide Coverage through
Routing Policy
STATES:
Lagos 112 and 767 Lagos State GovernmentPopulation of 9,113,605
AGENCIES:
FEDERAL ROAD SAFETY
CORPS (FRSC)
112 and 122 Federal Road Safety Corps
using Federal Budget
allocation
25, 090,354 Vehicles and
Motorcycles
*All Emergency numbers are Zero-rated (Toll Free)
Emergency Communication Center
EMERGENCY CALL HANDLING MODEL
Nigerian Call handling Model
Emergency Communication Centre (PSAP)
112 Caller
Civilian Call-Taker
Dispatchers
Response Agencies (field operatives)
Response Agencies Control Rooms
Nigeria Police
Ambulance Service
Road Safety Corps
Civil Defense Corps
Fire Service
Civilian Call Takers and Dispatchers are located in the same ECC Building but
work in different rooms
Emergency Communication CenterEMERGENCY SERVICE INTEGRATION WITHIN
CONTROL ROOMS
Dispatchers (5 per shift) are drawn from different Response
Agencies and share one dispatch room at a Centre
Civilian Call takers (10 per shift) work in a separate
room/workstation within the same facility.
The dispatchers are located in the ECC and they do not dispatch
calls directly to field operatives but to their respective Control
Rooms who in turn dispatch to the field operatives.
A common software is used for the dispatch workstations in all
Centres
Collected data is forwarded by the Civilian Call-taker only to the
Dispatcher(s) representing the Agency that should respond to the
incident
Emergency Communication Center
NUMBER OF EMERGENCY COMMUNICATION
CENTRES (ECC) IN NIGERIA (PSAPS) :
The Federal Government of Nigeria is building and equipping one
(1) Prototype Emergency Communication Centre (ECC) per State
and the Federal Capital Territory making a total of 37 Centres
Of the 37, there are presently Nine (9) Operational Emergency
Communication Centres : A routing policy is used to dimension
the States to be covered by each operational centre
Lagos State Centre covers only Lagos State
The Federal Road Safety Corps (FRSC) operates one Centre in
Abuja
Currently there are eleven (11) operational Centres in the Country
Additional ten (10) ECCs (part of the 37 ECCs) are expected to
become operational by the third quarter of 2016
Emergency Communication CenterNUMBER OF EMERGENCY COMMUNICATION
CENTRES (ECCs) IN NIGERIA (PSAPS)
9
Uncompleted Centre
Centre to go live soon
Active Centre
Emergency Communication Center
ROUTING POLICY FOR ACTIVE CENTRES
10
ACTIVE
CENTRE
STATES COVERED PIO
Anambra Abia, Anambra, Ebonyi, Enugu and Imo Globacom
Niger Niger, Zamfara, Kebbi, and Sokoto MTN
Osun Osun, Oyo, Ogun, Ondo, and Ekiti Globacom
Kano Kano, Jigawa and Katsina, MTN
FCT FCT, Nasarawa and Kaduna MTN
Akwa Ibom Akwa Ibom, Delta, Edo, Cross River, Rivers and Bayelsa Airtel
Gombe Gombe, Borno and Adamawa Globacom
Bauchi Bauchi, Taraba, Yobe and Plateau Globacom
Benue Benue, Kwara and Kogi Globacom
Lagos Lagos State only All MNOs connect directly
PIO - Primary Interconnect Operator
MNO - Mobile Network Operator
Emergency Communication Center
EMERGENCY CALL STATISTICS
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CENTRE TOTALVALID CALLS TOTAL AGENT
TALKTIME (SEC)
AVERAGE AGENT TALK TIME
(SEC)
AWKA 2,832 355,680 126
MINNA 611 53,520 88
OSOGBO 977 1,259 77
FCT 4.021 315,900 79
KANO 495 51,720 104
TOTAL 8,936 778,079 87
The above represent valid call statistics for five operational/live Centres for
2015 - Awka, Minna, Osogbo, Abuja and Kano
Emergency Communication Center
CALL HANDLING
Call Answering (Call-taker) - 3 sec
Talk Time (Citizen/Call-taker) - 3 mins
Average intervention time (Response Agencies) - 15 mins
Intervention time is not specified in any Legislation or Guidelines
Call-taker’s mission is to collect adequate information from the citizen
to guide the Response Agencies to locate and assist the caller
Call-takers are trained by their employers before deployment and then
continually while on the job.
Call-takers are also trained by State Security Service.
Emergency Communication Center
CALL HANDLING (CONT’D)
Call-takers are recruited by Consultants through rigorous recruitment
process.
Call-takers use call taking protocols but do not give pre-arrival instructions or
stay on the line with the caller.
Call-takers do not act as Dispatchers. After collecting all relevant information
from a caller, the Call-taker transmits the screen to the resident Dispatcher
and the line with the caller is terminated
The caller’s telephone number is automatically captured by the call taking
system and is part of the data transmitted to the Dispatcher.
The field operative can use the telephone number to call back the Citizen
while the Call-taker makes a follow-up call after a while.
Emergency calls are taken in English and the main local languages.
• The operational Centres at the moment are still at the infancy stages and advanced protocols are yet to be introduced. Also, Computer Aided Dispatch (CAD) has not yet been introduced
Emergency Communication Center
TRANSFER OF CALLS AND DATA SHARING
BETWEEN ORGANISATIONS
The call taking system has inbuilt capability for data
sharing between Response Agencies but this feature is
not presently in use because all the Response Agencies
are co-located in the same dispatch room at the Centre
The call overflow capability (re-routing of calls from one
centre to another) does not exist at the moment. Plans
are underway to interconnect all Emergency
Communication Centres (ECCs) in the Country by
fibre optic cables to enable call overflow between
Centres.
Emergency Communication Center
CALLER LOCATION
Caller location is based on originating Cell ID. This does
not provide appreciable level of accuracy.
Plans are underway to upgrade the GIS Mapping System
Mobile Network Operators (MNOs) have also been
mandated to implement and activate Location Based
Services for more accurate caller location identification
Emergency Communication Center
CHALLENGES AND REFORMS
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The initial challenge faced by the 112 project was the state
of the communication infrastructure. The Telecom industry
in Nigeria was at the infancy state; the data network was
almost non-existent. - that explained why the Centres
were all standalone.
Absence of an enabling legislation to create a permanent
funding platform for the 112 implementation and
management
The Response Agencies are not sufficiently equipped to
respond to 112 calls dispatched to them with required
urgency
Emergency Communication Center
CHALLENGES AND REFORMS (CONTD)
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With the appreciable improvement of data services in
the Country, plans are underway to connect all the 112
Centres by fibre optic Cable network
Two-way radio communication platform for Response
Agencies is to be deployed in the future
Computer Aided Dispatch (CAD) platform is to be
deployed in the next phase
Plans are underway to upgrade the GIS Mapping System
Mobile Network Operators (MNOs) have also been
mandated to implement and activate Location Based
Services for more accurate caller location identification
Emergency Communication Center
CENTRE EQUIPMENT PROVIDERS
Huawei Technologies Co. Nig. Ltd is the sole Equipment
Supplier for the Federal Government funded Emergency
Communication Centres (ECCs)
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Emergency Communication Center
CONTACT DETAILS
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MS AYODEJI O SOFOLAHAN
NIGERIAN COMMUNICATIONS COMMISSION
PLOT 423, AGUIYI IRONSI STREET
MAITAMA DISTRICT
ABUJA
FCT 900211
NIGERIA
Telephone: +234 9 4617000
Direct line: +234 9 4617380
Cell phone: +2348055119062
Email: ayodeji@ncc.gov.ng
ayodeji_s@hotmail.com
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