New control centre at Zurich Protection and Rescue enters successful operation

Published:  09 January, 2013

November 12th 2012 saw Switzerland’s largest emergency call centre enter operation at Zurich Protection and Rescue (SRZ). A new control centre network now serves a large part of the north of Switzerland and is one of the most technically advanced in the world. Frequentis systems are in use at the new SRZ facilities.

The largest emergency call centre in Switzerland entered operation on November 12th, 2012 on the premises of Zurich airport. The new facility is operated by Zurich Protection and Rescue (Schutz & Rettung Zürich - SRZ). The old control centres at the airport and in the city itself have been subsumed within a modern control centre network. This network serves a large part of Switzerland’s northern region and SRZ now manages an area containing some 1.6 million inhabitants. The new control centre takes emergency medical calls (through the 144 number) from the Cantons of Zurich, Schaffhausen and Schwyz (excl. the Küssnacht district), and emergency fire service calls (through the 118 number) from the Canton of Zurich (incl. the Bergdietikon and Neunforn municipalities).

Dispatchers answer emergency calls, support those needing help and coordinate the relevant emergency services. The control centre operates around the clock, with 50 employees working in shifts. Up to 1,900 calls can be processed each hour through the 19 available working positions and a further 14 emergency working positions. The energy supply, technical infrastructure and databases are all equipped with redundant systems. The control centre covers a comprehensive range of services, including emergency medical and fire services, civil defence, emergency doctor call outs, water rescue services, emergency counselling and a large animal rescue service.

The old control centre in Zurich’s fire station used Frequentis systems and the company was also asked to equip the new facility. “The strong integration support in Frequentis systems, particularly with regard to radio integration, makes our work easier and contributes to an efficient control centre solution,” says Captain Reto Trottmann, Head of Control Centres at SRZ. The new centre uses the ICCS 3020 communication system (Release 2.5) and the DIVOS log3 voice recording system (Release 2.5). The old working positions in the city have been retained for redundancy and training purposes. The new control centre is the result of a joint multi-year project involving the Canton of Zurich’s Department of Health, the Canton’s Gebäudeversicherung (institution dealing with building insurance and fire services), and the Zurich Police Department. As such, it is another important reference project for Frequentis for both the Swiss and global markets.

  • Operation Florian

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