Key Takeaways:
- The 111 emergency call system in New Zealand is still operating on a model established in 1958, which is hindering emergency responders.
- The system is fragmented, outdated, and cannot handle modern emergencies, leading to delays and risks to people’s safety.
- Agencies such as NZ Police and Fire and Emergency (FENZ) have been calling for an urgent overhaul of the system for at least four years.
- A report from the National Emergency Communications Working Group of Australia and New Zealand highlights the need for a new governance body, legislative changes, and technological solutions to improve the 111 system.
- The report recommends that the police take the lead in driving research and setting up groups to seek legislative and technological solutions.
Introduction to the 111 Emergency Call System
The 111 emergency call system in New Zealand has been under scrutiny for its outdated and fragmented operating model, which was established in 1958. Despite the increasing demand for emergency services and the complexity of modern emergencies, the system has not evolved to meet these needs. The Australasian public safety working group linked to police has highlighted the shortcomings of the system, which hinders emergency responders and puts people’s safety at risk. The report emphasizes the need for a comprehensive overhaul of the 111 system to improve its effectiveness and efficiency.
The Need for an Overhaul
The 111 system is handling 2.8 million calls a year to police, fire, and ambulance, with 2.5 million of those calls coming from mobile phones. However, the system is voice-only, with no texting or visuals, and is unable to prioritize calls during large-scale emergencies. The report cites examples of the system’s weaknesses, including a woman killed by her partner after she made a voice call to 111, and a fatal boat capsize that showed up "unnecessary delays" and risks with 111. The official inquiry into the North Island storms of 2023 also called for a comprehensive review of 111, describing the system as "complex and confusing."
Technological Limitations
The 111 system’s technological limitations are a major concern. The system is unable to handle new ways of communicating, such as texting or video calls, and is vulnerable to cyber attacks. The report highlights the example of Victoria’s fire service system being hacked in 2022, which forced firefighters to drop their usual dispatch systems. Even attempts to upgrade 111 tech by some telcos have hit coordination hurdles, such as when one company announced people would be able to use satellites to text 111 without asking the responders and Spark if the system had the capability to receive satellite text messages.
The Need for a New Governance Body
The report emphasizes the need for a new governance body to oversee the 111 system and drive legislative and technological changes. The current system lacks a clear governance body, leading to uncertainty about the future direction and development of the service. The working group recommends that the police take the lead in setting up two groups, one to seek legislative and regulations change, and the other technological solutions. This would enable the development of a more effective and efficient 111 system that can meet the needs of modern emergencies.
Conclusion and Recommendations
In conclusion, the 111 emergency call system in New Zealand is in urgent need of an overhaul to improve its effectiveness and efficiency. The report highlights the need for a new governance body, legislative changes, and technological solutions to address the system’s shortcomings. The police should take the lead in driving research and setting up groups to seek legislative and technological solutions. The government should commit to funding an overhaul of the 111 system and prioritize its development to ensure that it can meet the needs of modern emergencies and keep people safe.