Next generation emergency response system to connect citizens with police through advanced technology

Time of India

03-05-2025

New Delhi: In the blink of an eye, emergencies can change lives. What if help was just a message away at such times? The next-generation
Emergency Response Support System
(ERSS) being introduced by govt of India in a few months is poised to revolutionise the way we reach out to police in times of crisis.
This new system promises to bridge the gap between citizens and law enforcement. The state-of-the-art ERSS will allow users to connect with police via WhatsApp by sending messages to a dedicated number that will be integrated with the
ERSS-112
call taker module.
"The system will support a range of communication channels, including voice calls, SMS, email, web and even IoT devices, ensuring that users can reach out for help in the way that is most convenient for them and even if a voice call is not possible," an officer said.
According to the cops, the new system will also tackle the perennial problem of busy signals and failed connections, thanks to upgraded technology and increased server capacity. This means that users will be able to reach police quickly and efficiently, even in times of high demand.
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What is more, ERSS will feature automated area services, using location-based services (LBS) and Google emergency location service to pinpoint the caller's location. This will enable the cops to respond with precision and speed even when the caller is unable to provide his or her location.
The existing ERSS system, in operation since 2019, will be upgraded to include modern communication features. This older version relied primarily on traditional communication channels. While functional, the system lacked several modern features crucial for an optimised emergency response.
The new system includes expanded features such as WhatsApp, ChatBot support, media crawl capabilities and integration with Internet of Things (IoT) devices, offering a richer range of communication options for victims. Initially, the call taker collected vital information manually through forms. With the updated system, however, this process is much more streamlined, incorporating Speech-to-Text technology, allowing the call taker's voice to be converted into text automatically.
"Additionally, the system now includes advanced capabilities to identify and merge repeat calls, ensuring that the same incident isn't mistakenly handled multiple times," a police source said. Parallelly, the dispatcher module has also been enhanced with intelligent features that facilitate faster dispatching of emergency response units (ERUs), which include the fire department and other important services.
ERUs have been upgraded with
advanced technology
to improve their response. Previously, they used GPS tracking through mobile devices. Now, they have dedicated GPS trackers for better location tracking, multiple internet connections for reliability, and special software for device management. "It will have another feature to track movements of ERUs towards the incident spot," a source said.
The
Geographic Information System
(GIS) used by the system has been significantly enhanced. The new GIS map combines data from multiple sources, including OpenStreetMap, the Survey of India, Google and Here Maps, making it more accurate and comprehensive than ever before.
"This advanced mapping tool ensures that dispatchers have a clearer, more detailed view of the incident locations, allowing for faster decision-making and more precise routing of emergency services," a police source said. Location identification has also been improved. The system still relies on traditional cell tower triangulation (LBS) to pinpoint a caller's location. However, the integration of Google ELS ensures better accuracy and faster location marking, allowing emergency teams to respond to incidents more efficiently.
To ensure uninterrupted connectivity, the supervising officers can now monitor the health of servers and network components across the entire system. One of the most notable updates is the introduction of enhanced National Support Services (NSS), which were previously unavailable. The system improves access to common services such as LBS, SMS, interstate data sharing, and statistical reporting. Key features now include central and state-level portals with dashboards, a national GIS map, access to telephone subscriber data, a directory of verified and emergency contact numbers, and better interoperability for communication across states.