1. IT and Decision Support Systems of the 112 Service of Latvia Deniss Gaplevsky Tehnical manager State Fire & Rescue Service of Latvia

2. National Civil Protection Service Fire and Rescue Service Calls to 112 (01) number PoliceAmbulance Service Other rescue services Calls to 02 number Calls to 03 number Calls to other numbers The 112 service forwards calls to the other civil protection services

3. Total number of emergency calls to the 112 Service of Riga in 20031.5 million (according to the voice recorder’s statistic) Misdirected calls Dispatching of fire vehicles Forwarding of the 112 calls (~ 60% to the Police ~ 40% to the Ambulance service) Joke and drop calls

4. National Civil Protection Service inside the region of Latvia PSTN (LATTELEKOM) GSM (LMT)GSM (TELE2)  PSTN, including public phones 112 (01) Police Ambulance Others  ISDN2+   112 GSM gateway Dispatch desk

5. Decision Support Systems of the 112 Call Center GIS: search of the low-cost route Internet/intranet: on-line documentation (lists of phone numbers, algorithms, forms etc.) Voice recording: detail post analyze of the received calls, cooperation with the police ALOHA: modeling of spreading of chemical substances

6. IT Systems of the 112 Call Center E-mail: documentation flow Internet: sending messages to the employees via GSM Emergency Alert Network: civil notification system Self-Made Software: collection of statistical data, generation of different reports VoIP: low-cost internal calls between divisions

7. Development Plan of the National Fire and Civil Protection Service Unified telephone number Unified IT and Decision Support System One responsible person 112 call center Calls to 112 Fire and Rescue Service Police Ambulance Service Other rescue services

8. Problems to Solve Weak legislation Absence of the agreement on cooperation between the national civil protection institutions Absence of the development plan regarding the national civil protection institutions Result: Incompatible, heterogeneous IT systems

9. Thank You ! Questions ?