Calls to 112 will be sent directly to the field team. Important changes in the interaction with dispatchers, announced by the MAI

A person who calls 112 will only speak to a single dispatcher, who will direct the request directly to the team in the field, announced Tuesday the state secretary within the Ministry of Internal Affairs (MAI), Bogdan Despescu.

Bogdan Despescu explained, on Tuesday, in a press conference, what the project for making the dispatching activity more efficient, so as to reduce the intervention time, consists of.

“The efficiency of the dispatching activity is another project, another important theme. It is a concept that was approved today by Minister Cătălin Predoiu and concerns the modernization of the activity of working with the public, at the level of receiving notifications, first of all. Of course, there are other activities within the dispatching departments, but the important part is to manage the notifications that come in the largest number through the 112 system, the main objective being the improvement of operative intervention and increasing the quality of the services offered to citizens”, said Bogdan Despescu.

Until now, a person who called 112 spoke to several dispatchers

He added that the MAI provides more than 800 permanent services, with almost 6,000 positions, most of them at the county level, but there is a presence on this work mechanism at the municipal police level, and in the rural area.

Despescu explained that the new concept foresees the allocation of 20% of the staff to the street activity.

“In order to make the activity more efficient, the new concept provides for the reallocation of 20% of the staff to the activity actually on the street, we are talking about operative activities in the relationship with the citizen. The reform introduces a unitary model of organization of dispatching, a dispatcher at the county level and here we have taken from the reports of the citizens, some of those who called the 112 service requested us to operationalize this way of working as quickly as possible”, said Despescu.

“Today, a citizen who calls 112 is picked up by the STS operator, he is directed to the dispatcher at the county level, and if the problem is in a locality, he is directed to another dispatcher and we have three levels,” the state secretary said.

He emphasized that there will be only one level of discussion between the MAI staff and the citizen.

“At the level of the structures in the ministry, we propose to have a single level of discussion between the operator, the MAI staff and the citizen, and the notification that was sent by the citizen should be directed by the dispatcher in a quick formula to the patrol, to the team in the field without going through another intermediary,” Bogdan Despescu said.

Despescu added that reaction times will be shorter.

“Through this concept, there will certainly be shorter reaction times. We ensure a much more efficient way of integrating resources between the Police, the Gendarmerie and other structures, mainly where the Border Police operates. We have a way that we want to be standard at the level of procedures and, of course, the rapid processing of increased volumes of data”, stated Despescu.

He specified that this process is supported by digitization and the use of several platforms.

“We have recently worked on these platforms and today we have an important area covered by GPS, for example, on patrols where we have LPRs on these special vehicles. They are data collection systems that work. Of course, the way to see on the dispatch devices where the patrols are positioned. There are many more capabilities that we have developed and all of these will allow the dispatchers to have an image from the field and, at the same time, see the need of additional resources. The implementation of this concept is also established in a calendar. We start from December 2025 and continue during the year 2026 and our objective is to optimize the activities, in this way we reduce the bureaucracy and increase the reaction capacity of the structures”, declared Despescu.