A telephone assistance service for any emergency
Organismo Autónomo Madrid 112
Madrid 112 is the integral emergency response centre for the entire Region of Madrid
112 is a single European emergency number that provides instant assistance to citizens in the event of health incidents, fire-fighting, salvage and rescue and citizen security.
The Madrid 112 Autonomous Body was created in 1998 in implementing the decision made by the European Union about deploying this system across the member states. The aim was to facilitate access to emergency services to citizens, regardless of their location.
In the past 20 years, Madrid 112 –under the umbrella of the Department for the Presidency, Justice and Spokesperson’s Office– has answered more than 86 million calls. In its constant search for excellence, the quality management system of this body has been ISO 9001:2015 and UNE-ISO 22320 certified.
Why is it excellent?
The 112 emergency centre of the Region of Madrid has implemented and automated all of its procedures on the SIGE 112 system (Integrated Emergency System). This system is critical since it allows addressing emergencies in a comprehensive, standardised and agreed fashion with the rest of the agencies involved. Madrid 112 also has a cutting-edge communication system with these agencies for the transfer of data through TAS (Assistance and Follow-up Terminals), and integrates such data into the management applications used by other intervention bodies.
Likewise, Madrid 112 has developed other specific systems to address emergencies affecting hearing-impaired people and can answer calls in more than 80 languages.
112 Room permanently connected to all the intervention bodies
Emergency Coordination Centre of the Region of Madrid
Technological support to emergency calls in the Region of Madrid
An internationally renowned centre
The Regional Emergency Centre is highly rated by citizens and by national and international agencies, and it is a benchmark in the sector. Proof of this fact is the high number of foreign delegations that have visited its facilities to learn from its professionals. Over the past years, Madrid 112 has received several awards acknowledging its work, some of the most important ones being the Civil Protection Cross award granted by the Ministry of Home Affairs, the Excellence and Best Integration with Intervention Services award conferred by the European Emergency Number Association (EENA), and the Vocento award delivered by Her Majesty the Queen.
Some figures
- 8-second response time (average)
- 70 seconds for managing the call (average)
- 12.500 calls answered daily (average)
- More than 86 million calls answered since the implementation of the service
- More than 278.000 followers on Twitter
- More than 53.000 followers on Facebook
- 2.550.000 video views
- 25.000 students from the Region of Madrid have attended Madrid 112 training workshops
- More than 275 foreign delegations have visited the 112 Centre
