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Georgia

Introduction of a Mobile App as an Alternative Channel to Connect to “112” (GE0058)

Overview

At-a-Glance

Action Plan: Georgia National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive

Institutions

Lead Institution: LELP - „112“ Ministry of Internal Affairs of Georgia

Support Institution(s): NA

Policy Areas

E-Government, Public Participation, Public Service Delivery, Security

IRM Review

IRM Report: Georgia End-of-Term Report 2016-2018, Georgia Mid-Term Report 2016-2018

Starred: No

Early Results: Did Not Change

Design i

Verifiable: Yes

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i

Completion:

Description

Introduction of a mobile app as an alternative channel to connect to “112”; The mission of LELP “112“of the Ministry of Internal Affairs is to reduce the time of emergency response. In order to process the emergency message without delay, identification of exact location of the caller is of utmost importance. When the caller is in the location without an address or he/she is not able to exactly identify the location, identification of his/her location is complicated. Furthermore, there are cases when, due to the specificity of the situation, the caller is not able to talk on the phone with the 112 call-taker. In order to identify the location without delay introduction of a mobile app - an alternative communication channel to “112” is recommended. Respectively, a long-term strategy was drafted, one of the priorities of which is creation alternative communication channels to connect to “112”. The biggest advantage of the project is a) immediate contact between the caller and 112 call-taker and b) the possibility to identify the location of the caller without delay- vital for a citizen waiting for emergency assistance. Date of Implementation: 2016-2017; Issues to be Addressed: For LELP 112 it is vital to identify the location of the caller for promptly reacting to the incoming message. However, problems also emerged in the cases when the location did not have an address, the caller was not able to recognize the location or could not communicate with the call-taker on the phone. Main Objective: LELP - „112“ Ministry of Internal Affairs of Georgia

IRM End of Term Status Summary

17. Introduction of a mobile app as an alternative channel to connect to “112”

Commitment Text:

The mission of LELP “112“of the Ministry of Internal Affairs is to reduce the time of emergency response. In order to process the emergency message without delay, identification of exact location of the caller is of utmost importance. When the caller is in the location without an address or he/she is not able to exactly identify the location, identification of his/her location is complicated.  Furthermore, there are cases when, due to the specificity of the situation, the caller is not able to talk on the phone with the 112 call-taker.

In order to identify the location without delay introduction of a mobile app – an alternative communication channel to “112” is recommended. Respectively, a long-term strategy was drafted, one of the priorities of which is creation alternative communication channels to connect to “112”.

The biggest advantage of the project is a) immediate contact between the caller and 112 call-taker and b) the possibility to identify the location of the caller without delay- vital for a citizen waiting for emergency assistance.

Responsible institution(s): LELP – “112” Ministry of Internal Affairs of Georgia

Supporting institution(s): None

Start date: 2016.................... End date: December 2017

Commitment Aim:

The Legal Entity of Public Law (LEPL)’s “112” Emergency Response Center under the Ministry of Internal Affairs, committed to launch a mobile application which would decrease emergency assistance response time by locating the user using a GPS signal. The application would feature an SOS button for calling in extremely critical situations when a caller cannot speak on the phone.

Status

Midterm: Substantial

By the midterm, the mobile application was developed and ready to be launched in Fall 2017. “112” partnered with leading Georgian universities to involve students in testing the application for operational glitches and usability. “112” planned to conduct awareness-raising activities in February 2018. For more information, please see the 2016–2017 IRM midterm report. [71] 

End of term: Complete

The application was launched in February 2018 in its full capacity. According to “112,” the application has over 15,000 users who downloaded and retained the application on their phones. [72] The application offers three services: 1) users can call “112” to request emergency services; 2) users can request emergency services via an online chat option; and 3) users can use the SOS button in cases of extreme danger such as domestic violence, kidnapping, etc. when the user is unable to communicate with “112.” According to statistics provided by “112,” from February 2018 to October 2018, the response center registered 312 SOS requests and 687 requests through the chat functions; calls through the application are registered as regular calls and are not visible in application statistics. [73]

“112” conducted several meetings with students (Georgian and international) to test the application and collect user feedback. [74] According to “112,” a main recommendation referred to adding basic health information along with blood type in the registration part of the application. This recommendation was taken into account, and by the end of 2018, “112” launched a mobile application intended for blind and visually impaired users. [75]

“112” also took IRM’s recommendation to use this application for informing citizens. Namely, the responsible entity added tips and recommendations for different emergency situations, available to all users of the application. Outside the assessment period of this report, in collaboration with UNDP, “112” joined a campaign against domestic violence, and added information on regional organizations and centers that victims of domestic violence can access in case of need. [76] Also, “112,” in collaboration with NCDC, added a feature to inform users about tobacco control, negative health effects of tobacco, and other useful information.

Did It Open Government?

Access to information: Did Not Change

Civic participation: Did Not Change

Public accountability: Did Not Change

The commitment aimed to provide citizens with easier access to the emergency response service of “112” by launching a mobile application. While the mobile application is a step forward toward reducing emergency response time and simplifying citizen access to the services, including the benefit for tourists and other non-Georgian speakers, the commitment does not answer OGP values directly. While useful tips for different emergency situations is beneficial for users, this feature does not entail disclosing information previously unavailable to citizens.

Carried Forward?

The commitment was not carried into the new Action Plan 2018−2019.

[71] Lasha Gogidze and Tamar Gzirishvili, Independent Reporting Mechanism (IRM): Georgia Progress Report 2016-2017 (OGP, 30 Apr. 2018), https://bit.ly/2NIr097.

[72] Natia Piriashvili (Head of Analysis and Project Management Office, LEPL 112), interview with IRM researcher, 9 Oct. 2018.

[73] Piriashvili (Analysis and Project Management Office), e-mail correspondence with IRM researcher, 9 Oct. 2018.

[74] Piriashvili, e-mail correspondence, 9 Oct. 2018.

[75] Piriashvili, interview, 9 Oct. 2018.

[76] Id.


Commitments

  1. Improved Public Services

    GE0066, 2018, Capacity Building

  2. Citizen Engagement Platform

    GE0067, 2018, Capacity Building

  3. Unified Authentication System

    GE0068, 2018, E-Government

  4. Economic Governance

    GE0069, 2018, E-Government

  5. Environment Portal

    GE0070, 2018, E-Government

  6. Strengthen Anti-Corruption Institutions

    GE0071, 2018, Anti-Corruption Institutions

  7. Monitor SDGs

    GE0072, 2018, Capacity Building

  8. Citizen Engagement Legislation

    GE0073, 2018, Legislation & Regulation

  9. Publish Court Decisions

    GE0074, 2018, E-Government

  10. Increasing Transparency of the Ministry of Internal Affairs

    GE0075, 2018, E-Government

  11. Citizen Participation in Public Finance

    GE0076, 2018, Audits and Controls

  12. Transparent Public Funding System

    GE0077, 2018, Fiscal Transparency

  13. Public Procurement Improvements

    GE0078, 2018, E-Government

  14. Housing Policy Planning

    GE0079, 2018, Land & Spatial Planning

  15. Openness and Accountability of State-Owned Enterprises

    GE0080, 2018, E-Government

  16. Transparency and Good Governance

    GE0081, 2018, Legislation & Regulation

  17. Open Data Collection and Publication

    GE0082, 2018, E-Government

  18. Participation for Disabled Individuals

    GE0083, 2018, Infrastructure & Transport

  19. Participatory Budgeting

    GE0084, 2018, Capacity Building

  20. Your Idea for the Zugdidi Mayor

    GE0085, 2018, Capacity Building

  21. Electronic Services

    GE0086, 2018, E-Government

  22. I. Gov. Zugdidi

    GE0087, 2018, Capacity Building

  23. Service and Citizen Satisfaction Assessment

    GE0088, 2018, Capacity Building

  24. Promoting and Monitoring SDGs

    GE0089, 2018, Legislature

  25. Citizen Involvement in Budget

    GE0090, 2018, E-Government

  26. Technology for Transparency

    GE0091, 2018, E-Government

  27. Citizen Engagement Center

    GE0092, 2018, Capacity Building

  28. Raising Public Awareness About Parliamentary Democracy

    GE0093, 2018, E-Government

  29. Electronic Innovations for More Transparency and Efficiency of Public Procurement

    GE0056, 2016, Capacity Building

  30. Starred commitment Adoption of the Environmental Assessment Code

    GE0057, 2016, Capacity Building

  31. Introduction of a Mobile App as an Alternative Channel to Connect to “112”

    GE0058, 2016, E-Government

  32. Development of Local Councils for Crime Prevention

    GE0059, 2016, Public Service Delivery

  33. Development of a Guidebook for Economic Agents

    GE0060, 2016, Capacity Building

  34. Development and Introduction of the Quality Control Program of Commercial Service

    GE0061, 2016, Capacity Building

  35. Presentation of Company Reports in an Electronic Form and Provision of Their Accessibility

    GE0062, 2016, Capacity Building

  36. Introduction of an Electronic Petition Portal and “Zugdidi-INFO” on the Webpage of Zugdidi Municipality Assembly

    GE0063, 2016, Capacity Building

  37. Transparency of Ozurgeti Municipality Assembly Meetings

    GE0064, 2016, Capacity Building

  38. Creation of Electronic Mechanism for Local Budget Planning in Kutaisi, Ozurgeti, Batumi and Akhaltsikhe

    GE0065, 2016, E-Government

  39. Adapting the Public Service Hall to the Needs of the People with Disabilities

    GE0042, 2016, Capacity Building

  40. Launch of the Unified Healthcare System Information Portal

    GE0043, 2016, Capacity Building

  41. Introduction of Electronic Licensing System in the Field of Natural Resources Application

    GE0044, 2016, Capacity Building

  42. Creation of Spatial (Geographic) Data Web-Portal for the Energy Sector

    GE0045, 2016, Capacity Building

  43. Creation of Innovation Ecosystem

    GE0046, 2016, Capacity Building

  44. Electronic Portal for Registering and Disposal of State Property – Customer’S Module

    GE0047, 2016, E-Government

  45. Development of the Freedom of Information Law

    GE0048, 2016, Legislation & Regulation

  46. Development of a Monitoring and Assessment System of the Government Policy and Legislative Acts

    GE0049, 2016, Capacity Building

  47. Starred commitment Introduction of the Public Officials’ Asset Declarations Monitoring System

    GE0050, 2016, Anti-Corruption Institutions

  48. Establishing Unified Regulations to Publish Court Decisions

    GE0051, 2016, Judiciary

  49. Development of Transparency and Integrity Strategy and Action Plan in the Field of Regional Development and Infrastructure

    GE0052, 2016, Capacity Building

  50. Improvement of the Database of the Convicted and Transfer of the Penitentiary Department Entirely Onto the Electronic Workflow Management

    GE0053, 2016, Capacity Building

  51. Publication of Phone Tapping Data According to the Nature of the Crime and Geographic Area

    GE0054, 2016, E-Government

  52. Starred commitment Increasing Citizen Participation in Supervision of Public Finances (Public Audit)

    GE0055, 2016, Capacity Building

  53. "Voice of the Consumer"

    GE0013, 2014, Public Participation

  54. JUSTdrive

    GE0014, 2014, Public Service Delivery

  55. Educational Services

    GE0015, 2014, Public Service Delivery

  56. Citizen's Portal (Www.Mygov.Ge)

    GE0016, 2014, Capacity Building

  57. Transformation of Public Libraries for Regional Development

    GE0017, 2014, Capacity Building

  58. Digital Signature and Online Authentication

    GE0018, 2014, E-Government

  59. Open Data Portal (Data.Gov.Ge)

    GE0019, 2014, E-Government

  60. Freedom of Information Act (FOIA) Draft

    GE0020, 2014, Legislation & Regulation

  61. Georgia's OGP Forum

    GE0021, 2014, OGP

  62. I-Change.Ge

    GE0022, 2014, E-Government

  63. Transparency of Public Service Recruitment

    GE0023, 2014, E-Government

  64. Asset Declaration Monitoring System

    GE0024, 2014, Anti-Corruption Institutions

  65. Starred commitment Political Party Financial Declarations

    GE0025, 2014, E-Government

  66. Accessibility of Ministry of Interior's Webpage to People with Special Needs

    GE0026, 2014, E-Government

  67. Starred commitment Proactive Publishing of Surveillance Data

    GE0027, 2014, Civic Space

  68. Public Awareness of the Electoral Process

    GE0028, 2014, Capacity Building

  69. Transparency of Budgetary Processes

    GE0029, 2014, E-Government

  70. Electronic System of Procurement

    GE0030, 2014, E-Government

  71. Digital Human Resource Management System

    GE0031, 2014, E-Government

  72. Digital Preservation System: E-Archive

    GE0032, 2014, E-Government

  73. Openness and Accessibility of National Archives

    GE0033, 2014, E-Government

  74. Electronic Catalogues of Ministry of Internal Affairs (MIA) Archives

    GE0034, 2014, E-Government

  75. Public Finance Management System

    GE0035, 2014, E-Government

  76. Alternative Channels to "112"

    GE0036, 2014, E-Government

  77. Interactive Statistics and Crime Mapping

    GE0037, 2014, E-Government

  78. Travel Insurance Services

    GE0038, 2014, Citizenship and Immigration

  79. State Property Registration

    GE0039, 2014, Public Service Delivery

  80. Development of Community Centers in Georgia

    GE0040, 2014, E-Government

  81. Introduction of e-Governance in Local Self-Governments

    GE0041, 2014, E-Government

  82. Public Service Hall-Hub of Public Services

    GE0001, 2012, Citizenship and Immigration

  83. e-Governance in Local Governments

    GE0002, 2012, E-Government

  84. Citizens’ Portal

    GE0003, 2012, E-Government

  85. Easily Accessible and Better Healthcare

    GE0004, 2012, E-Government

  86. Launch Ichange.Ge and Data.Gov.Ge

    GE0005, 2012, E-Government

  87. Platform for Participating in the Legislative Process

    GE0006, 2012, E-Government

  88. Citizens and Justice

    GE0007, 2012, Judiciary

  89. Starred commitment Transparent Party Financing

    GE0008, 2012, Money in Politics

  90. Home-Grown Concept of E-Procurement

    GE0009, 2012, E-Government

  91. e-Declarations

    GE0010, 2012, Asset Disclosure

  92. Technology Cares for Safety: ICCMS, Crime Mapping, and Safety in Your Neighbourhood

    GE0011, 2012, E-Government

  93. NGO Forum

    GE0012, 2012, Capacity Building