Highlights of 108:
- It is a 24×7 Emergency Service.
- Toll Free number accessible from Landline or Mobile
- Emergency help will reach you in an Average of 18 minutes
Purpose of 108:
- To Save a Life –Medical (Serious Injuries, Serious Injuries, Stroke, Respiratory, Diabetics, Maternal/Neonatal/Paediatric, Epilepsy, Unconsciousness, Animal bites, High Fever, Infections)
- To Report a Crime in progress- Police (Robbery / Theft / Burglary, Street Fights, Property Conflicts, Self – inflicted injuries / Attempted suicides, Public Nuisance, Traffic Jams or Rallies, raasta rokos etc, Kidnappings, Riots etc)
- To Report a Fire- Fire (Burns, Fire breakouts, Industrial fire hazards)
- 1-0-8 is a technologically acceptable number enabling the processing of calls to occur faster
- 1-0-8 functions effectively as a user friendly number because during a crisis situation the eye automatically searches the first digit on the number pad which is 1 and then moves downward to find 0.This is the exact order in which 1-0-8 is being laced.
- 1-0-8 is a primordial number resonating across countries, cultures, religions and is also a prime number to astrologers, astronomers, linguists and mathematicians.
Spread of 108:
108 Emergency response Service launched on August 15, 2005, in Hyderabad by Emergency Management and Research Institute (EMRI), a Non-profit organization. 108 Emergency Response Services has also signed MOU with over 6800 hospitals which provide initial stabilization Free of cost for the first 24 hours.
It spreads in the following states with the mentioned Number of Ambulances. Andhra Pradesh – 752, Gujarat – 402, Uttarakhand – 90, Rajasthan – 164, Tamil Nadu – 198, Goa – 18, Karnataka – 208, Assam – 147, Meghalaya – 15, Madhya Pradesh – 12, Total: 2006 Ambulances
How 108 works?
- Emergency Response Centre Physician (ERCP) supports CO, DO, EMT, Patient and hospital admission
- Communication Officer answers a call and collects the specific information in 30 Seconds.
- The Dispatch Officer assigns the vehicle – Police, Medical or Fire within 3 minutes (Average Time)
- DO Supervisor and CO Supervisor monitors the process
- The Emergency Medical Technician contacts the victim and gives assurance specifying the approximate time of reaching.
- Ambulance Supervisor monitors the field activity
- The Emergency Response Center Physician guides the Victim before the ambulance reaches and the EMT after reaching the Victim (Pre Arrival Instruction and Medical Direction till the victim is moved to the nearest hospital)
- Pre Hospital Care in the ambulance en route to the Hospital
- Patient Care Record with the details of the Pre Hospital care given in the ambulance is Handed over to the receiving hospital and to EMRI head office later
- A follow up is done after 48 hours to assess the impact of the care given by 108 to every patient attended
Technology Behind 108:
The IT infrastructure in EMRI consists of the following key components ( Technology Partner : Satyam)
Telecom Switch with Automatic Call distribution features & IVR facility. When a victim in emergency dials Emergency Response Centre, the call lands on Nortel Switch (PBX). Nortel Switch routes this call to the idlest agent. It automatically identifies incoming number.
Computer Telephony Integration – CTI software helps in generating unique incident Id, with the help of caller line identification wherever available retrieves related information from Telephone directory database and pops up on the Communication Officer screen along with information regarding the number of times the caller called Emergency Response Centre.
Voice Loggers – All the incoming and outgoing calls to Emergency Response Centre are logged using advanced compression technology. The voice logs can be retrieved and are used for conducting Quality audit and Training personnel.
Call Center Server (CCS) used for: i. Skill based routing of calls, ii. Packaged with over 70 standards and customized Management, Historical & Call-by-call statistics reports, iii. Queuing and presentation iv. When customized scripting and skill-based routing are combined with queuing and presentation preferences, contact centers can provide callers with scalable, innovative and superior customer service v. balanced workload to the agents, vi. Real-time displays
GIS and GPS Software – This application enables Dispatch Officer to access the GIS Vector data ( maps ) provided by Government agencies and identify the incident location, finding the nearest ambulance and assigning the available ambulance. Once the ambulance reaches the victim it helps in guiding the ambulance to the Hospital.
AVLT – Automatic Vehicle Location and Tracking system helps in identifying the exact location of ambulance on real time basis and tracks the ambulance and other Emergency vehicles in the GIS maps and helps Dispatch Officer in dispatching the appropriate nearest un assigned ambulance / vehicle quickly.