Giorgi Arsoshvili: The latest data show a positive trend within 112. A number of daily calls has decreased by 31%.
After the Inter-Agency Coordination Council meeting, Giorgi Arsoshvili – Director of Public Safety Command Center 112 of Ministry of Internal Affairs of Georgia, spoke about the decreased number of incoming calls within 112 PSAPs. According to Arsoshvili, there is a tendency of reduction of incoming calls. The lowest number of calls – approximately 10,000, was recoded on December 20. Prior to this, 112 was handling up to 30,000 calls daily. “I would like to familiarize you with the situation within 112 in terms of call handling. Similar to all units of the Ministry of Internal Affairs of Georgia, 112 has mobilized its resources to ensure efficient assistance for all citizens. During this global pandemic, 112 has acquired a special significance. Any citizen with virus-related symptoms can address 112. Therefore, compared to the previous year, number of calls at 112 has increased by approximately 80%. Such a peak caused delays and I want to apologize for this inconvenience.
We applied numerous measures to eliminate the delays. Firstly, we opened an alternative PSAP, which is responding to 112 calls. Secondly, workload of all 112 employees was increased. Moreover, 200 additional call-takers were recruited. We enhanced server and network infrastructure to ensure smooth communication with 112.
Furthermore, in order to eliminate the number of unanswered calls, 112 was divided in three channels: 112, 112-1 and 112-2. It is noteworthy that regardless of the global pandemic number of non-emergency calls has not decreased. Sadly, non-emergency calls still make 30% of all incoming calls. Once again, I would like to take this opportunity and call on every citizen to address 112 only during emergencies.
As for the latest trends, I am glad to say that we have a positive tendency. The number of medical calls has decreased significantly, while the number of COVID-related calls has reduced by 38%. Overall number of calls has dropped by 31%. The lowest number of daily calls – 10,000, was recorded on December 20, while during the pandemic 112 was usually handling 27,000 to 30,000 daily calls. We are confident that this positive trend will be maintained and fewer citizens will require emergency medical assistance” – Giorgi Arsoshvili stated.