Conflicting Assessments of the 111 Emergency Call System
Recent statements from police officials characterize New Zealand’s 111 emergency call system as “solid” and “effective.” This contradicts internal reports highlighting its “increasingly fragile” status, raising concerns about public safety and the safety of officers.
Technological Challenges in the 111 System
The 111 system, reliant on technology developed in the 1990s, is in the process of seeking a replacement, although the police have not been able to provide a specific timeline for its rollout after four years of effort.
Inspector Natasha Rodley, acting director for communications and dispatch, stated, “It is complicated, but we are working on it with urgency.”
Effectiveness vs. Fragility
When questioned by RNZ regarding the dual nature of the system being both effective and fragile, Rodley affirmed, “We actually think they both are true.” She elaborated on the need for improvements that would enhance the current solid framework, making it more modern and less dependent on voice calls.
Rodley assured that callers would receive an effective response whenever they dial 111, despite conflicting reports from the police to the government detailing instances of related deaths and injuries due to system failures.
Reports Highlighting System Vulnerabilities
A 2023 government report emphasized ongoing issues with reliability and performance, particularly the challenges of integrating with other agencies. Some faults reportedly take weeks to resolve, leading to call-taker pressure and compromised public safety.
The reports concluded that maintaining the 111 system poses significant public safety risks, with its outdated infrastructure fundamentally endangering emergency response capabilities.
Current Status of Public Safety Risks
When asked if the system presents a fundamental risk to emergency response, Rodley stated, “As of today, no.” However, she acknowledged that the system’s aging nature leaves room for enhancement. “There are opportunities to be better always, and it is an ageing system,” she remarked.
Multitude of Stakeholders Involved
The 111 system is collectively operated by police, fire services, and ambulances, yet no single agency is responsible for its development. Compounding the complexity, the front end is managed by telecommunications firm Spark, which has expressed a desire for systemic changes.
A briefing from the police to Minister Mark Mitchell last year pointed out that the current system presents safety risks for first responders across various emergency services. Rodley indicated that these risks primarily stem from difficulties in information sharing among frontline services.
Future Actions and Timelines
The next briefing for ministers is expected to occur in February, which is nine months later than initially projected. “As you know, this is complicated, and gathering all the necessary information is time-consuming,” Rodley emphasized.
Rodley noted that after February, the future actions would depend on governmental decisions. “It was never going to be a quick process. This is critical infrastructure; we need to get this right,” she stated.
Aspirations for the New 111 System
The police’s improvement plan proposed that a new 111 system could potentially be implemented in the 2027/28 financial year, a timeline Rodley described as “aspirational.” When asked about exploring international models for cost assessments, she clarified, “We’re not at that stage yet.”
Ultimately, while acknowledging that the existing system is “increasingly unfit for purpose,” Rodley maintained that the message from police is clear: the current system is “operating effectively,” yet significant opportunities for service improvement exist for the benefit of New Zealanders.
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