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BY

AYODEJI O SOFOLAHAN DIRECTOR, PROJECTS

NIGERIAN COMMUNICATIONS COMMISSION

1

112 IMPLEMENTATION IN NIGERIA

Emergency Communication Center

NIGERIA……

Nigeria has an estimated population of 170 million and a

land mass of approximately 923, 768 sq km

Nigeria is bordered in the North by Niger Republic and

Chad. Benin Republic borders Nigeria in the West while

Cameroun shares the Eastern borders and the Gulf of

Guinea and the Atlantic Ocean borders Nigeria in the

south

Nigeria is a Federal Republic made up of 36 States and a

Federal Capital Territory

There are over 500 Ethnic groups in Nigeria of which the

largest are Hausa, Igbo and Yoruba.

English is the official language

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Emergency Communication Center

MAP OF NIGERIA SHOWING STATES

3

36 STATES OF NIGERIA AND THE

FEDERAL CAPITAL TERRITORY (FCT)

Emergency Communication Center

CONCEPTUALISATION

THE NATIONAL ASSEMBLY OF THE FEDERAL REPUBLIC

OF NIGERIA IN 2003 ENACTED AN ACT OF

PARLIAMENT FOR THE REGULATION OF THE THEN

FLEDGING TELECOM INDUSTRY

THE NCA 2003 IN SECTION 107 (3) (A AND B)

MANDATES THE TELECOM REGULATOR THE NIGERIAN

COMMUNICATIONS COMMISSION (NCC) TO TAKE

IMMEDIATE STEPS TO:

“ENCOURAGE AND FACILITATE THE PROMPT DEPLOYMENT,

THROUGHOUT NIGERIA OF A SEAMLESS, UBIQUITOUS AND RELIABLE

END-TO-END INFRASTRUCTURE FOR EMERGENCY COMMUNICATION

NEEDS”

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Emergency Communication Center

EMERGENCY NUMBERS

5

AGENCY

RESPONSIBLE

EMERGENCY

NUMBER

FINANCES SIZE OF OPERATIONS

FEDERAL GOVERNMENT

OF NIGERIA (FGN)

112 Nigerian Communications

Commission on behalf of

the FGN

Nationwide Coverage through

Routing Policy

STATES:

Lagos 112 and 767 Lagos State GovernmentPopulation of 9,113,605

AGENCIES:

FEDERAL ROAD SAFETY

CORPS (FRSC)

112 and 122 Federal Road Safety Corps

using Federal Budget

allocation

25, 090,354 Vehicles and

Motorcycles

*All Emergency numbers are Zero-rated (Toll Free)

Emergency Communication Center

EMERGENCY CALL HANDLING MODEL

Nigerian Call handling Model

Emergency Communication Centre (PSAP)

112 Caller

Civilian Call-Taker

Dispatchers

Response Agencies (field operatives)

Response Agencies Control Rooms

Nigeria Police

Ambulance Service

Road Safety Corps

Civil Defense Corps

Fire Service

Civilian Call Takers and Dispatchers are located in the same ECC Building but

work in different rooms

Emergency Communication CenterEMERGENCY SERVICE INTEGRATION WITHIN

CONTROL ROOMS

Dispatchers (5 per shift) are drawn from different Response

Agencies and share one dispatch room at a Centre

Civilian Call takers (10 per shift) work in a separate

room/workstation within the same facility.

The dispatchers are located in the ECC and they do not dispatch

calls directly to field operatives but to their respective Control

Rooms who in turn dispatch to the field operatives.

A common software is used for the dispatch workstations in all

Centres

Collected data is forwarded by the Civilian Call-taker only to the

Dispatcher(s) representing the Agency that should respond to the

incident

Emergency Communication Center

NUMBER OF EMERGENCY COMMUNICATION

CENTRES (ECC) IN NIGERIA (PSAPS) :

The Federal Government of Nigeria is building and equipping one

(1) Prototype Emergency Communication Centre (ECC) per State

and the Federal Capital Territory making a total of 37 Centres

Of the 37, there are presently Nine (9) Operational Emergency

Communication Centres : A routing policy is used to dimension

the States to be covered by each operational centre

Lagos State Centre covers only Lagos State

The Federal Road Safety Corps (FRSC) operates one Centre in

Abuja

Currently there are eleven (11) operational Centres in the Country

Additional ten (10) ECCs (part of the 37 ECCs) are expected to

become operational by the third quarter of 2016

Emergency Communication CenterNUMBER OF EMERGENCY COMMUNICATION

CENTRES (ECCs) IN NIGERIA (PSAPS)

9

Uncompleted Centre

Centre to go live soon

Active Centre

Emergency Communication Center

ROUTING POLICY FOR ACTIVE CENTRES

10

ACTIVE

CENTRE

STATES COVERED PIO

Anambra Abia, Anambra, Ebonyi, Enugu and Imo Globacom

Niger Niger, Zamfara, Kebbi, and Sokoto MTN

Osun Osun, Oyo, Ogun, Ondo, and Ekiti Globacom

Kano Kano, Jigawa and Katsina, MTN

FCT FCT, Nasarawa and Kaduna MTN

Akwa Ibom Akwa Ibom, Delta, Edo, Cross River, Rivers and Bayelsa Airtel

Gombe Gombe, Borno and Adamawa Globacom

Bauchi Bauchi, Taraba, Yobe and Plateau Globacom

Benue Benue, Kwara and Kogi Globacom

Lagos Lagos State only All MNOs connect directly

PIO - Primary Interconnect Operator

MNO - Mobile Network Operator

Emergency Communication Center

EMERGENCY CALL STATISTICS

11

CENTRE TOTALVALID CALLS TOTAL AGENT

TALKTIME (SEC)

AVERAGE AGENT TALK TIME

(SEC)

AWKA 2,832 355,680 126

MINNA 611 53,520 88

OSOGBO 977 1,259 77

FCT 4.021 315,900 79

KANO 495 51,720 104

TOTAL 8,936 778,079 87

The above represent valid call statistics for five operational/live Centres for

2015 - Awka, Minna, Osogbo, Abuja and Kano

Emergency Communication Center

CALL HANDLING

Call Answering (Call-taker) - 3 sec

Talk Time (Citizen/Call-taker) - 3 mins

Average intervention time (Response Agencies) - 15 mins

Intervention time is not specified in any Legislation or Guidelines

Call-taker’s mission is to collect adequate information from the citizen

to guide the Response Agencies to locate and assist the caller

Call-takers are trained by their employers before deployment and then

continually while on the job.

Call-takers are also trained by State Security Service.

Emergency Communication Center

CALL HANDLING (CONT’D)

Call-takers are recruited by Consultants through rigorous recruitment

process.

Call-takers use call taking protocols but do not give pre-arrival instructions or

stay on the line with the caller.

Call-takers do not act as Dispatchers. After collecting all relevant information

from a caller, the Call-taker transmits the screen to the resident Dispatcher

and the line with the caller is terminated

The caller’s telephone number is automatically captured by the call taking

system and is part of the data transmitted to the Dispatcher.

The field operative can use the telephone number to call back the Citizen

while the Call-taker makes a follow-up call after a while.

Emergency calls are taken in English and the main local languages.

• The operational Centres at the moment are still at the infancy stages and advanced protocols are yet to be introduced. Also, Computer Aided Dispatch (CAD) has not yet been introduced

Emergency Communication Center

TRANSFER OF CALLS AND DATA SHARING

BETWEEN ORGANISATIONS

The call taking system has inbuilt capability for data

sharing between Response Agencies but this feature is

not presently in use because all the Response Agencies

are co-located in the same dispatch room at the Centre

The call overflow capability (re-routing of calls from one

centre to another) does not exist at the moment. Plans

are underway to interconnect all Emergency

Communication Centres (ECCs) in the Country by

fibre optic cables to enable call overflow between

Centres.

Emergency Communication Center

CALLER LOCATION

Caller location is based on originating Cell ID. This does

not provide appreciable level of accuracy.

Plans are underway to upgrade the GIS Mapping System

Mobile Network Operators (MNOs) have also been

mandated to implement and activate Location Based

Services for more accurate caller location identification

Emergency Communication Center

CHALLENGES AND REFORMS

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The initial challenge faced by the 112 project was the state

of the communication infrastructure. The Telecom industry

in Nigeria was at the infancy state; the data network was

almost non-existent. - that explained why the Centres

were all standalone.

Absence of an enabling legislation to create a permanent

funding platform for the 112 implementation and

management

The Response Agencies are not sufficiently equipped to

respond to 112 calls dispatched to them with required

urgency

Emergency Communication Center

CHALLENGES AND REFORMS (CONTD)

17

With the appreciable improvement of data services in

the Country, plans are underway to connect all the 112

Centres by fibre optic Cable network

Two-way radio communication platform for Response

Agencies is to be deployed in the future

Computer Aided Dispatch (CAD) platform is to be

deployed in the next phase

Plans are underway to upgrade the GIS Mapping System

Mobile Network Operators (MNOs) have also been

mandated to implement and activate Location Based

Services for more accurate caller location identification

Emergency Communication Center

CENTRE EQUIPMENT PROVIDERS

Huawei Technologies Co. Nig. Ltd is the sole Equipment

Supplier for the Federal Government funded Emergency

Communication Centres (ECCs)

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Emergency Communication Center

CONTACT DETAILS

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MS AYODEJI O SOFOLAHAN

NIGERIAN COMMUNICATIONS COMMISSION

PLOT 423, AGUIYI IRONSI STREET

MAITAMA DISTRICT

ABUJA

FCT 900211

NIGERIA

Telephone: +234 9 4617000

Direct line: +234 9 4617380

Cell phone: +2348055119062

Email: ayodeji@ncc.gov.ng

ayodeji_s@hotmail.com

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