Emergency Contact Center processes half a million ERA-GLONASS emergency calls using NODA technologies

The state-run ERA-GLONASS automated information system has chosen NODA technologies as the basis for their new cutting-age contact center that handles emergency calls. The advanced products of the Russian vendor allow the new center to work without idle hours and provide 99.99% fault tolerance of the automated system 24х7х365.

ERA-GLONASS is a state-operated automated information system that guarantees traffic safety, provides timely help and saves people’s lives in case of road accidents or other traffic emergencies. The system gathers data on traffic emergencies in real time and transfers it to the emergency response services. Besides, it processes, analyses, and stores the information, and provides users as well as central and municipal government bodies with access to the information. 

“ERA-GLONASS is unique: it is the first traffic emergency system that gives all Russian citizens free help and rescue services on the road,” said Roman Rulev, Head of the ERA-GLONASS contact center. “The system was set up with the aim of reducing the number of road crash deaths and mitigating damage. ERA-GLONASS was put into operation in 2015, and since then has proved to be very efficient. There are over 1,170,000 vehicles registered in the system; more than 460,000 emergency calls have been handled, among them 4,660 cases that required the help of emergency response services. Each case is unique in its way, and each involves maintaining people’s health and saving lives.”

Mr Rulev pointed out that all accident victims were provided with timely help due to the high speed of delivering the information on traffic accidents. The average time of information transfer within the system is less than 20 seconds.

Within the emergency system, all mechanisms work in a coordinated manner. If a road accident occurs, the vehicle sends out an emergency 112 call, which is assigned high priority status, and the ERA-GLONASS system gets the emergency call automatically. You can also make the emergency call manually, by pressing the SOS button on the dashboard

In case of an accident, both the automated and the manual emergency 112 calls provide the system with comprehensive information: precise geographical coordinates of the vehicle, vehicle identification number (VIN), information on the type of impact, type of fuel used, and other data, such as the number of fastened belts (optional), color of the vehicle, its brand and model, etc. This ensures coordination between different emergency response crews coming to the rescue.

The operational 112 Contact Center of the ERA-GLONASS system uses two well-known Russian-manufactured products: Noda Contact Center communication platform, and Noda BPM platform. The solution has been installed in two separate locations: the main cluster is located in Moscow, and the redundant facility in Saint-Petersburg. The high level of technical implementation, together with the redundancy principle guarantees stable operation of the system.

The project also required carrying out integration tasks. For instance, to facilitate end-to-end information flow, the NODA system had to be integrated with a number of important components in the ERA-GLONASS infrastructure.

“Our system is very flexible from the point of view of integration, which allowed us to build it into the ERA-GLONASS infrastructure. This facilitated swift data exchange, and reduced the time needed to process the information of the emergency call. For example, basing on our BPM system we introduced call cards that open automatically onscreen the moment there is an incoming emergency call. The card is used to process the incoming request,” explains Anna Kuznetsova, Head of Business Processes & Documents Management Department at NODA. “The 112 Contact Center also provides information to the local police departments.”

“Undoubtedly, we are honored to take part in such an important infrastructure project on the national scale. Implementing the automated system to handle emergency calls for ERA-GLONASS, we used high-tech products and designs by NODA that are 100 per cent reliable and can guarantee stability of the system’s operations. This is of critical importance when people’s lives are at stake,” said Andrey Zaitsev, Head of Contact Center Department at NODA. “And we are happy that our system has lived up to expectations.”

Russian car manufacturers started equipping their vehicles with emergency call systems on January 1, 2015, and in 2017 such systems (terminals) became obligatory in all the vehicles manufactured on the territory of the Eurasian Economic Union. The requirement is that all vehicles sold in the Russian Federation should be equipped with special terminals, which in case of an accident send out and emergency call to the ERA-GLONASS 112 Contact Center, either automatically or in the manual mode (by pressing the SOS button on the dashboard of the vehicle).

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