EUROPEAN COMMISSION
Directorate-General for Communications Networks, Content and Technology
Electronic Communications Networks and Services
Regulatory Coordination and Users
Brussels, 1 September 2015
DG CNECT/B2
COCOM 15-11
COMMUNICATIONS COMMITTEE
Working Document
Subject: Reporting table on Key Performance Indicators
This is a Committee working document which does not necessarily reflect the official
position of the Commission. No inferences should be drawn from this document as to the
precise form or content of future measures to be submitted by the Commission. The
Commission accepts no responsibility or liability whatsoever with regard to any
information or data referred to in this document.
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
INTRODUCTION
The data-gathering exercise based on Key Performance Indicators was introduced in 2012
with a view to implement performance measurements in order to get reliable data which
would allow the assessment and optimisation of the access to 112 at national level.
These performance indicators were further fine-tuned in 2013 in cooperation with emergency
experts to reflect the efficiency and effectiveness of access to 112 calls. Meanwhile, Member
States were called on to develop their measuring tools in order to monitor these indicators in
order to optimise their 112 systems.
As in the previous data gathering exercise, Member States are invited to follow the definitions
of the measurements provided in the KPI reporting table. Member States, which were not in
the position for the last 3 years to carry out such performance evaluation, are encouraged to
follow best practice in this area to introduce the necessary capabilities, thus further increasing
the quality of their data.
COCOM delegations are invited to fill in the reporting table with measured data by 4
December 2015. In case only estimated data is available, please mention it next to the
relevant KPI.
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
KEY PERFORMANCE INDICATORS for 112
Period of Measurement: 1 July 2014 – 30 June 2015
Key
Performance
Indicator
1
Measurement
Definition
Place of
measure
ment
Number of calls 1.1: Number of 112 calls in 1.1: Sum of 112 calls (and any other PSAP/
to 112
absolute number
national emergency number) received. Network
operators
1.2: % of total emergency 1.2: (Sum of 112 calls / Total calls to
calls if other emergency emergency numbers) x 100
numbers are in use.
1.3: (Sum of false calls to emergency
1.3: % of false calls of the numbers / total of emergency numbers
total number of emergency calls) x 100.
calls
False calls are calls which are not
followed up with intervention or
assistance from the PSAP or the
emergency services. Calls that report
an emergency event which has already
triggered intervention or assistance
from the part of the PSAP, therefore
not triggering separate intervention or
assistance, will not be considered false
calls. Abandoned calls, as defined in
KPI no. 4 are excluded from the
category of false calls.
If the national emergency calls are
routed to the 112 number, the
aggregated number of calls to
emergency numbers should be
reported.
If national reporting is based on
aggregated regional values, these
regional values should be weighted on
the basis of the number of calls
received regionally.
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
Key
Performance
Indicator
Measurement
Definition
Place of
measure
ment
2
Availability
of
alternative means
of
communication
to
emergency
services
for
disabled
endusers
2.1:
Report
alternative 2.1 Alternative means of access should PSAP
means of access
be reported by categories of disability
defined at national level.
2.2:
Number
of
communication
through 2.2: Sum of communication by
alternative means of access alternative means of access to 112
to 112.
2.3: Sum of communication by
2.3:
Number
of alternative means of access to other
communication
through emergency numbers
alternative means of access
to other emergency numbers Alternative means of access is a nonvoice access, or voice access assisted
by other type of non-voice service in
order to permit the effective
conveyance of a request for
emergency relief. Examples: real-time
text, sms, video streaming, relay
services.
3
Answer time
3.1: Average answer time in 3.1: The time period between the PSAP
moment the emergency call is
seconds: __ sec.
presented to the stage 1 PSAP switch
3.2: % of calls answered
and the moment the call is being
within 10 seconds
answered by a PSAP human operator.
If applicable, the automated message
or automatic standoff should be
reported presenting the reasons for
applying such.
3.2: (Sum of calls answered within 10
seconds/total of answered calls) x 100
Do not consider automated messages
while calculating answer times.
If national reporting is based on
aggregated regional values, these
regional values should be weighted on
the basis of the number of calls
received regionally.
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
Key
Performance
Indicator
4
Call abandon rate
Measurement
Definition
Place of
measure
ment
4.1 % of the total calls Abandoned calls: calls that are PSAP
presented to the PSAP presented to the PSAP switches but
terminate prior to an answer by a
switches
human operator
4.1: (Sum of calls that terminate prior
to answer by the PSAP operator / Sum
of calls received by the PSAP switch)
x 100
If national reporting is based on
aggregated regional values, these
regional values should be weighted on
the basis of the number of calls
received regionally.
5
Lack
of 5.1: % of total calls when Percentage of calls for which the PSAP
availability
of automatic or non-automatic location information could not be
caller location
determined automatically or on
request is unsuccessful
request in both "push" and "pull"
systems
5.1: (Sum of calls where location
could not be determined / Sum of total
calls) x100
If national reporting is based on
aggregated regional values, these
regional values should be weighted on
the basis of the number of calls
received regionally.
6
Caller location
accuracy and
reliability
6.1: accuracy and reliability Level of accuracy and reliability PSAP
for caller location in fixed provided by network operators to the
PSAP
networks
6.2: accuracy and reliability
for caller location in mobile
networks
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
Key
Performance
Indicator
7
Measurement
Definition
Place of
measure
ment
Time needed for 7.1: Average time in __ The time between answering the call PSAP
receiving
the seconds
by the PSAP operator and receiving
caller location to
the caller location to the operator
the 112 operator
when requested or needed. Only calls
where the caller location was delivered
should be counted.
7.1: Sum of periods needed to receive
the caller location / sum of calls to 112
If other emergency calls are routed to
the 112 number, the average should be
calculated taking into account the total
number of calls.
If national reporting is based on
aggregated regional values, these
regional values should be weighted on
the basis of the number of calls
received regionally.
8
Availability
of 1)
availability
EU roaming call availability
/
to 112 and caller network operator
location
by
mobile network
operators
9
Awareness
/
no Availability of EU roaming call to 112 Network
mobile in the network of an operator.
operators
and
Availability of location information PSAPs
and its provision, automatically or
upon request, to the PSAP
Awareness of the EU-wide
usability of the single
European
Emergency
Number
112
(%
of
population)
Commission européenne, B-1049 Bruxelles/ Europese Commissie, B-1049 Brussel –Belgium. Telephone: (32-2) 299 11 11.
Office: BU33 4/53. Telephone: direct line (32-2)296 85 00. Fax: (32-2) 296 88 75.
E-mail: cnect-cocom@ec.europa.eu
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