NxtGen Emergency Services Communications

Next Generation Emergency Services Communications 

New Delhi: In the blink of an eye, emergencies can change lives. What if help was just a message away at such times? The next-generation Emergency Response Support System (ERSS) being introduced by govt of India in a few months is poised to revolutionise the way we reach out to police in times of crisis.

This new system promises to bridge the gap between citizens and law enforcement. The state-of-the-art ERSS will allow users to connect with police via WhatsApp by sending messages to a dedicated number that will be integrated with the ERSS-112 call taker module.

"The system will support a range of communication channels, including voice calls, SMS, email, web and even IoT devices, ensuring that users can reach out for help in the way that is most convenient for them and even if a voice call is not possible," an officer said.

According to the cops, the new system will also tackle the perennial problem of busy signals and failed connections, thanks to upgraded technology and increased server capacity. This means that users will be able to reach police quickly and efficiently, even in times of high demand.

NFPA 1225: 2022 - Standard for Emergency Services Communications

🔧 Effective emergency services communications is the backbone of resilient and professional emergency response. Before focusing on NFPA 1225 let's have a look and summarise NFPA 1221, which has now been replaced by NFPA 1225 (2022 edition), but firstly we'll look at NFPA 1221 (2019 edition) as it was the last edition before the consolidation.

🔧 NFPA 1221 2019 Purpose -To provide standards for the design, installation, operation, and maintenance of communications systems used by emergency services—specifically, fire service dispatch and emergency call handling.

Key Chapters and Requirements:

1. Administration

• Scope and purpose of the standard.
• Applies to emergency communications systems for public safety answering points (PSAPs).

2. Call Handling and Dispatching

• Time standards for answering emergency calls.
• Guidance for call transfer, dispatch, and dispatch confirmation.
• Standards for telecommunicator training and performance.

3. Communications Facilities

• Design requirements for primary and backup PSAPs.
• Redundancy, security, fire protection, and survivability of the facility.
• Minimum electrical power supply and backup power.

4. Communications Infrastructure

• Wired and wireless voice and data systems supporting emergency communications.
• System reliability, coverage, and signal strength requirements.
• Use of radio towers, repeaters, and microwave links.

5. Dispatch Equipment

• Specifications for consoles, computers, recording systems, and data terminals.
• Requirements for CAD (Computer-Aided Dispatch) systems.
• Logging and playback of emergency calls.

6. Radio Communications

• Design, operation, and maintenance of radio systems.
• Coverage testing requirements (e.g., in-building radio signal coverage).
• Guidelines for trunked radio systems and interoperability.

7. Maintenance and Testing

• Routine inspection, testing, and maintenance schedules.
• Recordkeeping and performance monitoring of communications systems.

Annexes

• Provide guidance, best practices, and explanatory material.
• Include system diagrams, performance benchmarks, and suggested implementation timelines.

Supersession by NFPA 1225

🔧 NFPA 1221 has been consolidated into NFPA 1225, which now includes broader requirements for Emergency Services Communications and Dispatching Systems, combining elements of NFPA 1221 and others like NFPA 1061 (Professional Qualifications for Public Safety Telecommunications Personnel).

🔧 NFPA 1225 (2022) — provides technical guidance that directly relates to fire and emergency responders, particularly in terms of communications, safety, operational efficiency, and responder support.

1. Reliable Communications Backbone

Relevance to Responders:

• Ensures resilient, interoperable communication systems between dispatch centers and field personnel.
• Mandates redundancy in voice and data pathways (radio, LTE, IP-based systems) so responders are not cut off during incidents.

Technical Provisions:

• Radio system coverage must achieve 95% in-building coverage for critical areas (e.g., stairwells, basements).
• Two-way radio functionality is required in all buildings as part of Emergency Responder Radio Coverage Systems (ERRCS).

2. Call Handling & Dispatch Standards

Relevance to Responders:

• Sets expectations for how quickly fire/rescue calls are processed and units dispatched.
• Improves situational awareness through structured call interrogation and priority-based dispatching.

Technical Provisions:

• 90% of emergency calls must be answered within 15 seconds.
• Dispatchers must use standardized protocols to relay accurate incident type, hazards, access points, and responder needs.

3. Emergency Responder Radio Coverage Systems (ERRCS)

Relevance to Responders:

• Ensures that firefighters, EMS, and police have uninterrupted radio communication inside complex buildings, tunnels, and remote areas.

Technical Provisions:

• Requires in-building signal boosters (BDAs) and testing to validate coverage.
• Mandates annual testing of ERRCS in all new and existing buildings where systems are required.

4. Interoperability Across Agencies

Relevance to Responders:

• Promotes seamless communication during multi-agency responses — critical in large-scale incidents (e.g., MCI, wildfires, high-rise fires).

Technical Provisions:

• Supports P25-compliant radio systems and shared communication protocols.
• Encourages pre-planned talkgroup assignments for mutual aid and regional response.

5. Responder Accountability and Safety

Relevance to Responders:

• Enhances real-time location tracking, PAR (personnel accountability reporting), and distress signals.
• Improves dispatcher-responder feedback loops for changing incident conditions.

Technical Provisions:

• Integration with fireground telemetry (e.g., PASS devices, thermal imaging feedback).
• Support for incident commander radio override in critical conditions.

6. Cybersecurity and System Resilience

Relevance to Responders:

• Protects critical communication infrastructure from being disabled during response.

Technical Provisions:

• NFPA 1225 requires ECCs to implement cybersecurity policies, firewalls, and redundant systems.
• Includes disaster recovery protocols to maintain continuity in communications during large-scale events.

7. Training and Performance Evaluation

Relevance to Responders:

• Ensures that dispatchers and ECC personnel are trained to support incident command and tactical communication.

Technical Provisions:

• Includes integrated training requirements for public safety telecommunicators (from NFPA 1061).
• Requires QA/QI programs to monitor call handling and improve future performance.

✅ Key Takeaways

• NFPA 1225 = NFPA 1221 + NFPA 1061 + modernization for NG911 It reflects the evolution from a technical systems standard to a comprehensive emergency communications operations standard.
• NFPA 1225 introduces three integrated pillars:

Technology – CAD, radio, IP-based systems, infrastructure.

Personnel – Qualifications, training, and performance expectations.

Policy and Practice – Response time standards, QA/QI, continuity of operations.

✅ What is more, ERSS will feature automated area services, using location-based services (LBS) and Google emergency location service to pinpoint the caller's location. This will enable the cops to respond with precision and speed even when the caller is unable to provide his or her location.

The existing ERSS system, in operation since 2019, will be upgraded to include modern communication features. This older version relied primarily on traditional communication channels. While functional, the system lacked several modern features crucial for an optimised emergency response.

The new system includes expanded features such as WhatsApp, ChatBot support, media crawl capabilities and integration with Internet of Things (IoT) devices, offering a richer range of communication options for victims. Initially, the call taker collected vital information manually through forms. With the updated system, however, this process is much more streamlined, incorporating Speech-to-Text technology, allowing the call taker's voice to be converted into text automatically.

"Additionally, the system now includes advanced capabilities to identify and merge repeat calls, ensuring that the same incident isn't mistakenly handled multiple times," a police source said. Parallelly, the dispatcher module has also been enhanced with intelligent features that facilitate faster dispatching of emergency response units (ERUs), which include the fire department and other important services.

ERUs have been upgraded with advanced technology to improve their response. Previously, they used GPS tracking through mobile devices. Now, they have dedicated GPS trackers for better location tracking, multiple internet connections for reliability, and special software for device management. "It will have another feature to track movements of ERUs towards the incident spot," a source said.

The Geographic Information System (GIS) used by the system has been significantly enhanced. The new GIS map combines data from multiple sources, including OpenStreetMap, the Survey of India, Google and Here Maps, making it more accurate and comprehensive than ever before.

"This advanced mapping tool ensures that dispatchers have a clearer, more detailed view of the incident locations, allowing for faster decision-making and more precise routing of emergency services," a police source said. Location identification has also been improved. The system still relies on traditional cell tower triangulation (LBS) to pinpoint a caller's location. However, the integration of Google ELS ensures better accuracy and faster location marking, allowing emergency teams to respond to incidents more efficiently.

Emergency Response Support System (ERSS) is a Pan-India single number (112) based emergency response system for citizens in emergencies. Each State/ UT is required to designate a dedicated Emergency Response Centres (ERC) to handle emergency requests. If you require emergency assistance from Police, Fire & Rescue, Health and other services, you may :

1.   Dial 112 from your phone;

2.   Press power button on your smart phone 3 times quickly to activate Panic call;

3.   In case of feature phone, long press ‘5’ or ‘9’ key to activate Panic call;

4.   Log on to State ERSS website and place your SOS request;

5.   Email SOS alert to State ERC; and

6.   Use 112 India Mobile App (available in Google Playstore and Apple store) to activate a panic call to ERC.

🚨 Why Emergency Responder Radio Coverage (ERRCS/BDA) Systems Are Critical in Modern Buildings 📡🏢

In today’s high-density, steel-and-concrete buildings, radio signals often struggle to penetrate deep indoors — leaving emergency responders with little to no communication during a crisis. That’s where BDA (Bi-Directional Amplifier) systems come into play.

🔧 The Engineering Behind the System:

1. A Donor Antenna placed on the roof captures a clear signal (DAQ ≥ 3.0) from the public safety Radio Repeater outside the building.

2. The BDA unit boosts this signal and distributes it through DAS (Distributed Antenna System) antennas across all floors.

3. These DAS antennas provide coverage in signal-challenged areas like stairwells, basements, and mechanical rooms, ensuring DAQ ≥ 3.0 throughout.

4. The system also supports bi-directional communication — signals from inside the building are boosted and sent back to the radio network

📐 Why It Matters:

Without ERRCS/BDA systems, responders face dead zones that can delay emergency actions, endanger lives, and violate NFPA 72/1225 and IFC code requirements.

✅ New buildings (especially high-rises, hospitals, and large commercial structures) must design for full radio coverage, ensuring:

1. 95% coverage across all areas

2. 99% in critical zones like stairwells and fire command rooms

🚀 Modern Alternatives to Traditional BDA/ERRCS Systems – What’s New and Better?

As buildings get smarter, so do emergency communication systems. While traditional BDA/ERRCS systems are vital, modern systems bring new advantages:

1. Fiber-Based DAS – Stronger, cleaner signal across large buildings using fiber instead of coaxial cables.

2. Cloud Monitoring – Remote access, real-time alerts, and easier maintenance from anywhere.

3. Public Safety + Cellular Integration – One system handles both emergency radios and commercial cellular (LTE/5G), saving space and cost.

4. Smart System Management (SNMP) – Integrates with building systems for better monitoring and faster response.

5. 5G Emergency Platforms – Faster, more reliable communication for first responders in smart buildings.

6. Longer Battery Backup – Keeps systems running even during power outages, exceeding code requirements.

7. AI-Powered Design Tools – Smarter planning, quicker installs, and optimized coverage with AI support

✅ These upgrades make in-building communication more reliable, easier to manage, and future-ready.

Any designers involved in building design, construction, fire/life safety engineering — this is not optional; it's a life-safety necessity.!

To ensure uninterrupted connectivity, the supervising officers can now monitor the health of servers and network components across the entire system. One of the most notable updates is the introduction of enhanced National Support Services (NSS), which were previously unavailable. The system improves access to common services such as LBS, SMS, interstate data sharing, and statistical reporting. Key features now include central and state-level portals with dashboards, a national GIS map, access to telephone subscriber data, a directory of verified and emergency contact numbers, and better interoperability for communication across states.

Country	Police	Ambulance	Fire	Notes
INDIA	112			Gas leakage – 1906 Tourist Helpline – 1363 Child Helpline – 1098 Disaster management – 104 Women Helpline – 181 Police – 100 Ambulance – 108 Fire brigade – 101
Bangladesh	999			Anti Corruption Commission – 106, Agricultural Information Services – 16123, Health Services – 16263, Dhaka WASA – 16162, Women and Children Ministry – 109, Legal Services – 16430, National Information Service — 333, IEDCR Helpline for COVID-19 – 10655
Hong Kong	1000
Japan	110	119
Malaysia	999
Kuwait	112
Maldives	911
Nepal	100	102	101	Traffic police – 103
Qatar	999			Mobile phones – 112
Singapore	999	995
Sri Lanka	119	110
United Arab Emirates	999	998	997	Coast guard – 996; Non-emergency police – 901; Water failure – 922; Electricity failure – 991
Denmark	112
Germany	110	112
Italy	112
Spain	112
Sweden	112
United Kingdom	999 or 112
Australia	0
Peru	911
Colombia	112	125	119
Brazil	190	192	193
Argentina	911
United States of America	911
Canada	911
Ghana	112
Egypt	112 or 122	123	180
South Africa	10 111	10 177