1. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Quantum Management in NUE 112 gabriella.paganelli3@unibo.it Week for the diffusion of Resilience Management in Higher, Professional and Life Long Education

2. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) THE NUE 112 The Emergency Unitary Number NUE 112 was decided by the European Union in 1991 and after was applied also by non-European Countries like Turkey and the Russian Federation. The NUE 112 focuses on the single number 112 all emergency calls and wants to ensure a local and European coordination of emergency processes.

3. UE Regulations and The Law number 124 of August 7th, 2015 The Italian Experience The Organizational Model of NUE The Quantum Management European Commission Education, Audiovisual and Culture Executive Agency (EACEA) Presentation Topics

4. In 2009 The European Justice Court sanctioned Italy for the failed establishment of NUE 112 and pointed out the inconsistency of most pilot realizations. The Law n.124 of August 7th, 2015 has the objective to amend this serious deficiency. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Law n.124 of August 7th, 2015

5. The Italian Experience European Commission Education, Audiovisual and Culture Executive Agency (EACEA) Lombardy Region first in Italy created a Regional Urgency and Emergency Agency applying NUE112. By dialling an emergency number (112, 113, 115, 118) the citizen comes into contact with the Unique Emergency Room of NUE112 that takes over the call.

6. The operator completes the electronic call card of the request and, in case, can organize a teleconference for a multilingual translation.The inter forces Data Center of the Interior Ministry allows to identify and locate the caller within seconds. The call, accompanied by the electronic call card, is transferred to the competent administration by function and territory. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Call Card

7. The transfer to 112,113,115 or 118 of the file card is filtered ( average time 40 seconds ) by NUE 112 operators. The survey told us that only about 60% of the calls refers to urgency and emergency situations. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) Filtering

8. a) Carabinieri (112); b) Public Safety (113); c) Fire Department (115); d) Emergency Medical Services (118); e) Prefectures; f) Civil Protection; g) Local Police. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Traditional Model of Emergency Network

9. The NUE 112 Network European Commission Education, Audiovisual and Culture Executive Agency (EACEA)

10. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Risk of exceeding Complexity in the exchange of information within an interconnected Network Feedback Efficiency Information Exchanged

11. Quantum Management can restrict an exaggeration of complexity European Commission Education, Audiovisual and Culture Executive Agency (EACEA) Quantum Management is an approach to Management based on micro standardized decisions or actions shared by the components of an organizational system and to be applied in real time with the aim to speed up the reaction of the system to inputs coming from external and punctual situations.

12. The Systemic Combination of Quantum Management Elements European Commission Education, Audiovisual and Culture Executive Agency (EACEA) In Emergency Networks, the need to operate in real time leads to the adoption of QM as a set of standard elements or single operations or intervention packages. QM uses a combination in a network process to face the variety of emergency needs required by citizens and institutions.

13. The Operations Room of NUE 112 receives information from the outside and coordinates the actions. On the one hand, it appears a citizen’s Demand for a punctual and unpredictable service and on the other hand, an Offer that should be provided as a timely response to be expressed in a short time or instantly. European Commission Education, Audiovisual and Culture Executive Agency (EACEA)

14. European Commission Education, Audiovisual and Culture Executive Agency (EACEA) The Quantum Management Packages of staff skills of NUE 112 Packages for classifying the demand of emergency Quantum Offer Packages of the Service NUE 112 Quantum Demand Packages of the Service NUE 112 Emergency Event

15. Quantum Management can help to increase the effectiveness of the proposed solutions and avoid excessive complications and technicalities. European Commission Education, Audiovisual and Culture Executive Agency (EACEA)

16. THANK YOU European Commission Education, Audiovisual and Culture Executive Agency (EACEA) Dr. GABRIELLA PAGANELLI from the Emergency Room of RAVENNA’s Municipal Police and RESINT Staff for SERINAR