Greece is entering a new digital era for emergency services with the transition of its 112 emergency system to the next generation, giving citizens more ways to contact authorities when they need help.
The Next Generation 112 (NG112) system was presented Monday morning at a special event at the Ministry of Climate Crisis and Civil Protection, attended by Secretary-General for Civil Protection Nikos Papaefstathiou, Fire Service Chief Theodoros Vagias, Deputy Chief Anastasios Pappas, Chief of Staff Athanasios Balafas and representatives of the companies involved in implementing the project, including Telekom Greece and Satways.
The project, with a total budget of €17.5 million, was implemented by the Information Society for the Ministry of Climate Crisis and Civil Protection and funded through Greece’s National Strategic Reference Framework (NSRF).
e112 app, video calls and real-time messaging
One of the most significant changes is that communication with emergency services is no longer limited to a traditional phone call.
NG112 now has its own smartphone application, e112, available through the App Store and Google Play, significantly expanding the ways citizens can communicate with authorities.
The new system includes video calls and two-way communication, allowing citizens to communicate via video as well as through real-time written messages, known as Real-Time Text (RTT).
It also introduces a Silent Button, a dedicated feature that allows people to silently report an incident when they are in danger and unable to speak.
Advanced location tracking can determine a caller’s position more accurately through the GPS function of the e112 app, as well as through Advanced Mobile Location (AML) using SMS or HTTPS, with coordinates transmitted directly to the relevant authorities.
The system also includes Next Generation eCall, which automatically transmits emergency calls from vehicles in the event of a road accident, together with critical technical data about the collision.
New options for people with disabilities
Particular emphasis has been placed on making emergency services universally accessible.
As Secretary-General for Civil Protection Nikos Papaefstathiou said, equal access to emergency services is a national priority and is linked to Greece’s National Strategy for the Rights of Persons with Disabilities 2024-2030.
The integration of Real-Time Text, video calls and written messages means that people with hearing or speech difficulties can now communicate independently and immediately with emergency services and request assistance.
Shared operational picture for all emergency services
The project also brings significant changes to the infrastructure supporting the 112 system.
As part of the project, the central ENGAGE112 software was installed with 400 modern workstations, allowing incoming communications to be distributed intelligently and automatically.
At the same time, a shared real-time operational picture is being created for the Fire Service, Hellenic Police, National Emergency Aid Centre (EKAB) and Hellenic Coast Guard. The aim is to enable faster coordination and more effective management of incidents.
The new NG112 architecture has been designed to ensure 99.999% availability, minimizing the risk of service interruptions.
With these changes, 112 is moving from a simple telephone-call model to an integrated digital system for emergency communication and incident management, offering citizens more ways to seek help while improving coordination among the authorities responsible for responding to emergencies.
