EENA Conference & Exhibition 2023 Overview

The organisation’s Amy Leete reports on this year’s EENA conference, which took place in Slovenia
EENA Conference & Exhibition 2023 Overview
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The EENA 2023 Conference & Exhibition offered a platform for public safety professionals from around the world to discuss and strategize solutions to the most pertinent problems affecting the emergency contact sector.

From the wellbeing of PSAP employees to the implementation of EU law on emergency communications, the conference brought together over 700 participants with the joint aim of saving lives.

There is no denying that the public safety sector in Europe is undergoing major changes. Setting the tone, the panel ‘Towards a New Era in Emergency Communications Response’ allowed EENA staff members to explore emerging trends in the electronic communications sector. They discussed how these trends, coupled with recent changes to the EU regulatory framework for emergency communications, will shape the future and ensure that emergency communications systems are effective and reliable in times of crisis. So, what are the emerging trends?

On 16 December 2022, the European Commission adopted a delegated regulation supplementing the European Electronic Communications Code. The regulation contains new rules which aim to improve the functioning and handling of emergency communications in Europe. Featuring a series of both requirements and recommendations for EU member states, the legislation is having a significant impact on the entire sector – from emergency services organisations to solution providers. As in the original legislation, the changes largely concern caller location solutions, access for end-users with disabilities, and routing to the most appropriate PSAP.

On the topic of caller location (heavily featured in the delegated regulation itself) the panel ‘How to Address Future Challenges on Caller Location’ examined current challenges and looked at the evolution of handset-derived and network-based caller location technologies. The panel featured representatives from Google and Apple, as well as solutions providers offering caller location technology. During the panel, EENA announced their work on the drafting of a recommendation on accuracy and reliability criteria for handset-based caller location.

The conference also allowed attendees to directly address the European Commission and put forward any questions they may have on the delegated regulation. The European Commission explained the objectives of the regulation and provided guidance that will help the Member States’ competent authorities to implement its requirements.

With Next Generation 112 a priority for many emergency services, the 'NG112 Progress Update' panel highlighted several NG112 deployments which are planned or in progress across Europe. Presenters were able to share their insights and experiences on their respective NG112 journeys. In North America, where the NG market is more mature, attention is turning to resolving more complex issues, such as ESInet interconnection and cybersecurity – addressed in the panel ‘An International Perspective on Next Generation Implementation and Operation’. Other sessions on NG112 implementation – including the evolution of eCall to its next generation based on IP – ensured attendees had a full overview of what to expect in the future.

As many countries, such as France, the UK and Denmark, are implementing new public warning systems, this was a hot topic at EENA 2023. France is currently implementing an ambitious system which will rely on both cell broadcast and location-based SMS. Attendees learnt about the technical and operational aspects of the implementation, as well as how both technologies are already being used today. The panel ‘Diversification of Public Warning Channels’, examined how to use a proper multi-channel public warning system in the most efficient way, while ‘Communication, Technology and Public Trust in the Future of Emergency Response’ focused not only on the technology, but also the end-user experience. Dr Keri Stephens explained that now is the time to pay careful attention to how we communicate around these technologies or we risk harming public trust, sharing examples of the pivotal role that human decisions play when preparing and executing emergency communication.

Equally as important as legislation and technological improvements is the wellbeing of PSAP employees. PSAP employees play a crucial role in emergency response, providing initial triage and dispatching of resources to those in need. However, the constant exposure to traumatic and distressing events, coupled with long shifts and shift rotations, can take a toll on their emotional and psychological wellbeing. Panels addressed a number of topics on the issue, including the role of leadership in prioritising and providing adequate resources to support mental health, as well as ‘the great resignation’ - the underlying reasons for high staff turnover and, more specifically from an emergency services perspective, advice on how to cope with this challenge. Panels also shared best practice on how communication and transparency can help public safety organisations achieve their goals, as well as examples of emergency communications handling from around the world, giving attendees a comprehensive understanding of their structure, challenges and innovations.

Couldn’t make the EENA 2023 Conference & Exhibition? You don’t have to miss out. All conference materials, including recordings of panels and presentations, will be available at eenaconference.org from 16 May.

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