The Council of Government has taken note of the Emergency Report 112 Andalucía for the year 2024, where it is highlighted that Andalusians once again give a high grade for the fifth consecutive year to the services provided by 112. It also emphasizes the reduction in average response time to citizens by half a second, now standing at 4.8 seconds, a data that reaffirms the Andalusian service as one of the emergency systems with the best indicators in all of Spain.
The overall result of a telephone satisfaction survey to assess the citizens’ overall evaluation of the service during 2024 was 9.04, the same as in 2023. The friendliness of the specialists in attention and coordination nearly reached a perfect score of 9.41, according to the survey data from 2,841 people who needed to call 112. The communication quality (9.41) and the professionalism of the operators (9.05) are other standout aspects of the service. Additionally, eight out of ten Andalusians are aware of and prefer to call 112 over other emergency numbers.
Regarding the number of incidents, the year ended with 3,449,145 calls, an 18.46% decrease compared to the previous year, while the number of managed emergencies increased by 1.28% (819,053), indicating the preference of Andalusians and visitors for using the 112 phone. In terms of incident types, the most requested were health-related (385,164), cases related to public safety (153,234), traffic incidents (73,078), traffic accidents (46,188), animal protection (40,239), and fires (37,664).
In terms of months of the year, the summer months were the most active, with 78,281 in August, 76,171 in July, and 70,311 in June, driven by the increase in recreational and outdoor activities, travel, and tourism. By provinces, Sevilla (210,922), Málaga (177,249), Cádiz (103,072), and Granada (100,204) had the highest number of coordinated emergencies, while Almería (67,171), Córdoba (58,981), Huelva (52,097), and Jaén (49,355) had lower numbers, along with two cases outside of Andalusia. Of the total calls received, 20,859 were through the e-call system, an automatic call feature in vehicles, while the SVisual service (sign language teletranslation system for people with hearing and speech difficulties) handled fifteen requests for assistance.
The events on October 11 and 29, as well as November 11 and subsequent days, led to the three activations of the year of the Emergency Plan for the Risk of Floods in Andalusia (PERI). During the last two intense DANA events, which were the most severe and prolonged, 3,214 emergencies were managed, with almost five thousand people (4,687) evacuated and half a thousand housed. Also, last year, the ‘Es-Alert or 112 reverse’ system was activated for the first time in a real emergency, following the red alert in the Campiña de Cádiz, an information tool that sends mass messages to mobile phones based on technical criteria.
112 addressed ten extraordinary situations acting as a Operational Coordination Center (Cecop), in addition to three motivated by large gatherings: Plan del Cerro, Plan GP Jerez, and Plan Romero. This ten activations represented a 25% increase compared to the eight in 2023. Additionally, the Emergency Plan for Forest Fires in the Autonomous Community of Andalusia (Plan Infoca) was activated seven times during 2024, with three occurring due to fires in the province of Granada, and the rest in Cádiz, Córdoba, Málaga, and Jaén.
Emergency 112 Andalucía is a public and free service, available 24 hours a day, 365 days a year, to respond to emergencies from the public. The 112 service offers multilingual assistance in English, French, German, Arabic, and Ukrainian, in addition to Spanish. Language assistance in 2024 resulted in a total of 43,845 calls managed, distributed as follows: English (33,076), French (5,615), Arabic (2,798), German (2,005), and Ukrainian (351). 112 is present not only in the two regional rooms and the eight provincial rooms but also at the scene of emergencies with the deployment of the Advanced Command Post (PMA), a system that collaborates with municipalities and works in coordination with state institutions.
FUENTE