Dial 112 Designated as State’s Central Emergency Response Number

Security and Emergency Services Unified with Dial 112

Madhya Pradesh has designated Dial 112 as the state’s single-agency public safety service, aiming to meet the growing demands of public safety, manage urban complexities, and ensure coordinated operations among multiple emergency agencies.

Under the Government of India’s Emergency Response Support System (ERSS) framework, multiple services have been integrated under Dial 112, including Police Emergency (112), Ambulance (108), Fire (101), Women’s Helpline (1090), National Cybercrime Helpline (1930), Rail Helpline (139), MP Road Development Corporation Accident Response (1099), State Disaster Management Authority (1079), State Transport Panic Button and Women & Child Helplines (181, 1098).

The initiative has helped reduce crime and strengthened public confidence through greater police visibility in public spaces. Dial 112 continues to serve vulnerable groups effectively with its core technical infrastructure and First Response Vehicles (FRVs).

Leveraging data analytics, advanced location tracking, and IoT-enabled field visibility, the system will deliver faster responses, learn from real-time feedback, and adapt to evolving threats—from urban crimes to climate-related disasters.

Background

Launched on November 1, 2015, the Dial 100 service was India’s first centralized, state-wide police emergency response system, pioneered by the Madhya Pradesh Government. Its objective was to provide prompt, effective, and technology-enabled police assistance to citizens in crisis—whether in urban or rural areas. The system’s nerve center was the state-of-the-art Central Command and Control Centre in Bhopal. Citizens could call the toll-free number 100, where trained call-takers, using computer-aided dispatch software, would identify the nearest available Dial 100 FRV and immediately dispatch it.

The system included 1,000 GPS-enabled four-wheeler FRVs and 150 two-wheeler units, each equipped with mobile phones and Mobile Data Terminals (MDTs). The Dial 112 call center has a Location-Based System (LBS) to obtain a caller’s location during emergencies. Police emergency vehicles now reach citizens’ doorsteps in about 16 minutes on average. Through Dial 100/112, the commitment to delivering justice to every citizen’s doorstep is being effectively realised.

Key Features of the New Dial 112 System

• A new contact center with 100 agents per shift, including a 40-seat dispatch unit.
• Migration from PRI lines to SIP-based trunk lines for smoother call access to 112.
• Advanced Business Intelligence (BI) and MIS reporting tools.
• Number masking to improve citizen–FRV communication while maintaining privacy.
• Comprehensive fleet management software to track FRV maintenance.
• Non-voice communication channels such as chatbots for citizen interaction and complaint       tracking.
• Dedicated mobile apps for citizens and police officers.
• Human Resource Management System (HRMS) software with biometric attendance.
• Dashboard cameras and body-worn cameras in FRVs.