A distress call on the emergency number ‘112’ should be picked up within 15 seconds and ensure that the satisfaction level of callers is more than 85 per cent
The Ministry of Home Affairs (MHA) is setting up strict quality parameters for state governments for running call centres under the Nationwide Emergency Response System and has come out with a detailed guideline. The proposed emergency number is likely to be operational next year and the government hopes that it would be benefit women in distress.
At present, India has three emergency services 100 (Police), 102 (Fire) and 103 (Ambulance), which were designed at the time of a regulated telecom sector with only one telecom provider across India.
As per the guidelines, the number of calls not attended by emergency vehicle should be less than five per cent of the total distress calls. An MHA estimate has earlier said that it is expecting five lakh calls per day in the first year of operation while it is expected to double in the next five years.
The ministry is expecting an increase in number of calls to the call centre by 10 per cent every six months, according to the guidelines. The average satisfaction score of citizens collected through feedback calls, text messages and other means should be more than 85 per cent while no caller should have to wait endlessly for response to their call.