CAT112, the first emergency telephone in the EU to obtain the ISO 22301 certification that guarantees the service against causes of force majeure
The 112 Catalonia Emergency Call Service and Management Centre has obtained the international quality certification ISO 22301 due to the capacity that the Catalonia 112 emergency telephone line has of guaranteeing the continuity of the service against causes of force majeure or similar unforeseen circumstances that could prevent the assistance and management of emergency calls.
Standard ISO 22301 specifies the requirements for a management system responsible for protecting against incidents that could cause an interruption in the company’s activity, reducing the likelihood of their occurrence and guaranteeing the recovery of the company.
The assistance and management of 112 emergency calls is an essential public service that guarantees access of citizens to public emergency assistance services. As such, it is necessary to ensure that CAT112 is able to maintain these roles entrusted to it, even in the event of causes of force majeure or similar unforeseen circumstances that could prevent the assistance and management of emergency calls from the operating call centres of Zona Franca and Reus. These causes include extreme weather conditions, fire, flooding, natural disasters, interruption of technological services, staff illnesses and terrorist attacks.
CAT112 receives around 7,500 calls a day, most of which are due to security incidents, traffic, and medical emergencies. It has two call centres, one in Barcelona’s Zona Franca and the other in the Reus CAT112 building, each with the capacity to deal with 100% of the calls in contingencies.
The management system ISO 22301 allows relevant threats and critical service processes to be identified, the procedures for minimising the interruption times in any incident to be defined and the recovery times to be improved.
Process followed before obtaining the ISO 22301
In 2010, CAT112 began a project to develop a continuity plan in that considered all of the processes, infrastructure, voice and data communications, individuals, equipment and applications that are important for ensuring the continuity of the Catalonia 112 emergency telephone service.
The project took three stages into account: management (definition of roles and responsibilities to ensure the continuity of the service), operations (description of the necessary flow of actions and the assigning of responsibilities) and technical (indication of the main tasks that must be carried out to put into operation countermeasures that ensure the continuity of the service). The Ministry of Home Affairs, CAT112 and Centre for Telecommunications and Information Technology (CTTI by its Catalan acronym) of the Government of Catalonia collaborated in this whole process.
When the continuity plan was implemented, during 2014 CAT112 developed a Business Continuity Management System (BCMS), based on the international standard, obtaining the ISO 22301:2012 certification for its BCMS. The ISO 22301 certification covers the process of response to and management of emergency calls to 112.
The ISO implementation project team comprised staff of CESICAT (Centre for Information Security of Catalonia) and CAT112.
ISO 9001:2015 Quality Management System Certification from Cat 112
Emergency call center and call management 112 Catalonia, in accordance with its commitment to improvement and quality, in February 2017 gets the ISO 9001:2015 certification.
After an intense process, with the participation and involvement of the whole team, to get this certification means the consolidation of the quality management system in this service.
The ISO 9001:2015 certification guarantees that the entire organization of 112 Catalonia works according to the established quality criteria constituted by this internationally recognized standard.
What is the ISO Certification?
The ISO standard is the quality management tool most widespread around the world, with more than one million certificates in 175 countries. The main purpose of the standard is to increase costumer satisfaction through continuous improvement processes. It is designed so that the organizations that apply it can guarantee their ability to offer services that meet the demands of its clients.
The ISO 9001:2015 is specially oriented to the analysis of risks and opportunities, also to planning and implementation of improvement actions with the direct involvement of the service management.
The 112 Catalonia Emergency Call Service and Management Centre CAT 112 has received various distinctions recognising the high quality of its service.
In January 2005, CAT112 was recognised by the Federation of Hiking Entities of Catalonia (FEEC, in its Catalan acronym) for its service to citizens. In the framework of collaboration between CAT112 and the hiking group, we can highlight the initiative of CAT112 to put in place signposts of coverage areas on the main hiker routes, such as Montserrat Mountain, Garrotxa Volcanic Zone Natural Park and other parks within the Barcelona area that pass through areas where there is mostly no telephone coverage.
In 2014, the European Emergency Number Association (EENA, in its Catalan acronym) presented CAT 112 with the European award of Outstanding Emergency Call Centre in recognition of the good service in citizen assistance. The award, presented at the annual meeting that took place in Warsaw, was collected by the director of CAT112, David Ciudad.
Also in 2014, in a ceremony that took place in Madrid, CAT112 was presented with two Platinum ContactCenter Awards, which recognise the best customer service. CAT 112 received the “IT solution in Emergencies” award along with Avaya, and the “Omnichannel External Development” award, along with Telefónica, for support in citizen care represented by the development of the app for the deaf, which was introduced in December 2013 and is distributed jointly with the Federation of Deaf Persons of Catalonia (FESOCA).
International Certification LEED
The 112 building in Reus was designed with stringent criteria of efficiency, sustainability and quality. In November 2010, it received the international certification LEED (Leadership in Energy and Environmental Design) in the Silver category, becoming the first public new construction building in Spain and the first public or private building in Catalonia with this certification. This certification was awarded by the USGBC (United States Green Building Council) association, a world leader in the promotion of the culture of sustainable construction that is energy efficient and respects the environment.
This certification is based on the score in 6 criteria:
- Sustainable site: revitalisation of underused or abandoned land, connectivity or proximity to public transport.
- Efficient water use: recovery of water and its reuse, decreased water use in irrigation systems.
- Energy use: efficiency of installations and use of renewable energy.
- Materials and resources: selection of building materials, rewarding those that are local, recycled and recyclable.
- Quality of the indoor environment: proper ventilation, thermal and acoustic comfort, control of air pollutants and lighting.
- Innovation in design: application of design measures that are not included in the five foregoing criteria.