Video calling to emergency service dispatchers is not yet possible anywhere in the world, but Finland is aiming to find out if it could be done.
Prime Minister Petteri Orpo’s (NCP) government programme, calls for looking into the possibility of using video calls to reach emergency services.
The use of video could give emergency service experts a better idea of the situation at hand, but there would be a few hurdles to cross before such a system could be implemented.
What kind of platform that could be used is still an open question, as commercial video conferencing apps like FaceTime and WhatsApp would most likely be off the table, due to concerns including data security.
According to EU rules, eventual video calls to emergency services would be obligated to have the video feature on both ends — the caller and the dispatcher. But due to security issues, emergency services centres have not been equipped with video conferencing tech.
According to Arttu Perttula, director of the Emergency Response Centre Agency’s development department, there are other possible impacts that video calls could have on emergency services staff.
“For us, staff job satisfaction is very important. The use of video and images [in 112 calls] could possible pose new challenges in that the images could be even more burdensome and traumatising than traditional phone calls,” Perttula explained.
Using video chats would also raise questions about data security, as the privacy of callers needs to be insured, he noted.
“From a technical point of view, we have to record all calls. If we start using video, the recordings would take up quite a bit of [computer] storage space,” Perttula pointed out.
According to an EU directive on the matter, an emergency video call system would also need to have the option of text input in real time, a feature which is expected to be put in use alongside the current voice-based telephone arrangement.
Finland is already piloting an emergency services video calling system as an accessibility feature for people who use sign language and their interpreters.
What happens when someone needs to call emergency services and pretend that they are calling the pizza place because their spouse is threatening to beat them or worse? Can’t really fake it if the video connects to a dispatcher and not some pimply teen in a pizza store.
You just make a regular phone call…
Then why have a second type of service if the phone call works fine? Seems like a waste of money just to have something fancier when the old tech is perfectly acceptable.
Because not every emergency is going to be one where video calling is a bad idea. The idea is to have an option where it can accelerate the transfer of information to the authorities. This is not that complicated.
So people without video phones, or who can’t use video phones, can’t call emergency services.
Pretty sure the standard option would remain as well.
However, given that almost everyone is on a smartphone here and hopped up on a cheap unlimited data plan, it’s pretty accessible for 99%.
99% isn’t good enough for emergency services. Also, sometimes, video is too dangerous.
That’d be like saying 911 isn’t good because not everyone has a phone.
Again, it is an additional and optional service on top of the usual phone call. So those who have any old phone in hand will still have access. Just no video.
