Emergency Centre Seeks Two-Way Video Calls, But Technology Is Not Yet Ready

The Emergency Centre wants to introduce video calls where both the emergency dispatcher and the person in distress can see each other. Currently, technology providers offer only one-way solutions. The Interior Ministry is exploring options to create a two-way system in the future.

Estonia's Emergency Centre wants to introduce video calls that would allow the emergency dispatcher to see the person in distress and the scene of the emergency, while at the same time the caller would also see the dispatcher on their screen. Such a two-way video solution would significantly improve the efficiency of response in emergency situations.

However, so far all technology companies have offered are one-way video calls, meaning the emergency dispatcher can see the scene of the emergency, but the caller cannot see the other party. This limitation is slowing down the implementation of the plans, as the Emergency Centre does not consider a one-way solution sufficient.

According to the Interior Ministry, the authorities are actively working to find suitable technological and legal solutions that would enable the functionality of two-way video calls. An exact timeline for when this service might become available has not yet been announced.

Two-way video calls are already in use as a tool in emergency centres in several European countries and have proven their value, especially in complex situations where a verbal description does not provide sufficient information, such as in fires, traffic accidents and medical emergencies.