ACCESS TO NATION-WIDE SINGLE NUMBER EMERGENCY CALL FACILITY AND UNIVERSAL SERVICE IN INDIA Monish Gulati As dust settles

on the 13/7 Mumbai blast and the ritualistic security analysis begins, the scene stealer again is the dour CCTV. After solving the infamous J Dey murder and shocking the nation with the gruesome footage of the daylight Coimbatore Killing. Rising to prominence in India after the 7/7 London bombings,s CCTV represents that basic building block of the security infrastructure. It functions 24X7 at the street level spanning in the time dimension, ante and post event to provide valuable information to the security establishment. Another such basic building block is the single number emergency call system. It too functions 24X7 connecting the man on the street and can provide invaluable intelligence before, during and after an event to ensure appropriate multi-agency response to an emergency. The data collected by such a system assists in reconstruction of sequence of events (akin to what the police radio logs did after 26/11) quantification of response and supports it with inputs such as voice samples ect. In India we dial 100 for the Police, 101 for the Fire Brigade and 102,108, 1098 at times even a cell number to access ambulance services. We have given the issue a go-by to entrust ( in certain states) handling of police and fire emergency calls to the emergency medical services provider EMRI through its toll free 108 number or recommend CIN (Citizen Intelligence Network) and seek to equip selected citizens with mobile phones to incorporate their services into the intelligence gathering network. What we need is an entry level system, functioning 24x7, whose routine use by citizens ensures its serviceability, awareness and periodic upgradation. The question to be asked is if it is so elementary then at a time when we are debating 4Gvs 3G why do not we have it? At the outset let us familiarize ourselves with the concept of Universal Service (UServ). The purpose of the universal service, in the context of telecommunications, is to ensure that basic telecommunications services are made available to all sections of the society throughout the country, specifically in rural and remote areas. Universal Service (UServ) in a broader sense is a safety net for achieving social inclusiveness through the provision of a set of basic telecom services, which are already available to the majority of citizens. These services must be affordable, reliable and of a certain quality. The European Union (EU) law (Universal Service Directive of 2002) defines universal service as "minimum set of services, of specified quality to which all end-users have access, at an affordable price in the light of national conditions, without distorting competition". The key here is the term minimum set of services which are specified and are influenced by socio-economic considerations. One such set of minimum basic service could consist of access to operator services and directory inquiry, provision of installation and repair services and continuous access to emergency services( through the number 911 in the USA and 102 in the EU where a single number for access to emergency services exist. Numbers 100,101, 102 ect in India where single number service does not exist). In addition, UServ provision can cover services that are closely associated with basic telephony such as phone directories, directory enquiry services, public payphones and special measures for disabled users and people with low income.

Therefore definition of UServ to a large extent has been country, industry and period specific however some crucial elements have been consistently associated with it. Concept of Universal Service The UServ in its application in various countries world over, has not been constrained by its definition and as a concept has been dynamic and in step with the technical developments and public aspirations. For example the current EU rules (2002) on UServ guarantee Europeans access to public telephone networks and to services such as functional Internet access. But neither mobile service nor broadband fall within the existing scope of the 2002 directive. However, in January 2008, Switzerland became the first country in Europe to include broadband access as part of its US and Finland went a step ahead to legislate broadband at 1Mbps as a legal right. The Indian approach to UServ has been equally dynamic and versatile in its content. The Universal Service Obligation (USO) has been defined in the Indian Telegraph (Amendment) Act 2003 as the obligation to provide access to telegraph services to people in rural and remote areas at affordable and reasonable prices. The Universal Service Obligation Fund (USOF) which is a statutory Fund is utilized exclusively for meeting this obligation and the rules for administration of the USOF are referred to as Indian Telegraph (Amendment) Rules, 2004. As per these governing rules the activities that could be carried out under USOF were initially limited to two streams involving provision of public access and individual access to basic telecommunications services. In December 2006 with the amendment of the Act and Rules, four new Streams or activities were added to the scope of USOF. Through these modifications USOF widened its scope to include mobile infrastructure and services, broadband connectivity, general infrastructure (such as OFC connectivity) and Pilot Projects. From the point of view of defining the minimum or basic set of services the USOF has not taken the access to emergency number within its ambit possibly since DoT has preferred to provision it as a license condition to the telecommunications service providers. Hence all telecom service providers in India are bound by their license condition to provide access to toll free emergency numbers such as 100, 101 ect. However it would suffice to say that connectivity issues to these toll free numbers even at this basic level still exist.

However, today the access to emergency services goes beyond mere toll free connectivity and implies access to a single emergency number integrated with a network of suitably equipped call centers staffed by professional call takers (called Public Safety Answering Points or PSAPs in the USA).Your call to the emergency number is routed to the nearest PSAP which on confirming the nature of emergency and callers location would direct the required and the nearest available emergency assistance, to the caller. In the event the nearest PSAP has been rendered ineffective by an emergency situation the call is transferred to a designated alternate PSAP. The reasons why are countries moving towards a single emergency number are due to the fact that emergencies require the involvement of more than one emergency service and to achieve better coordination and integration of the process. Importance of the role of the PSAP call-taker to reduce intervention times and improve the quality of response cannot be understated. The 9/11 Commission Report of USA went to the extent of recommending that 911 call centers (PSAPs) be included in planning for emergency responses. There is a growing realization among public safety officials, policy makers and others in the USA that 911 services could be part of a larger solution for emergency communications that links citizens with first responders and with emergency services such as hospitals through an interconnected system of communications networks and call centers. A nation-wide network of PSAPs responding to a single number emergency number will require investment of substantial funds. One common source of funds is a surcharge on telephone bills collected at the local or state level, or both. In the case of India it maybe supplemented by a potion of tolls collected by NHAI but the funding gap will still be significant as the system would have to be put in place virtually from scratch. Funding from USOF funds is an option.The case for USOF support can be made out from the fact that telecom provides vital infrastructural access to other goods and services, (especially vital public services) and a general subsidy to ensure universal access is therefore justified. A credible case maybe made out for PSAPs as a service under USO, as despite the need having been established the market forces have not ensured its supply and this is precluding efficient access to other available essential public services. Conclusion Recently the European Commission has welcomed five more (in addition to the existing 15) Member States endorsing its eCall in-car emergency system. This life-saving system automatically dials Europe's single emergency number 112 in the event of a serious accident and could save up to 2500 lives per year in Europe when fully deployed. Access to emergency services through a nation toll free number backed by a PSAP is a rudimentary requirement and services like eCall indicate how technology is being used to widen its scope and enhance assistance during emergencies.