Thai Police chief instructs urgent improvement of 191 emergency call center

[webfact]

National Police chief instructs urgent improvement of 191 emergency call center

BANGKOK, 18 December 2014 (NNT) - Royal Thai Police Commissioner-General Somyot Poompanmuang has ordered an urgent improvement of the service of 191 Emergency Call Center by 29 December 2014, to ensure its handling of public calls during the New Year holiday.

The assignment was made when the Commissioner-General presided over a workshop held to develop the 191 staff efficiency in taking public calls. He said he had tried calling the 191 in the middle of one night and found some difficulties to reach the service. He noted it was necessary for the centers to have sufficient personnel.

He said besides that the call centers in 25 provinces still need improvement in terms of telephone line systems and equipment for call recording.

According to a survey, around 15 per cent of telephone lines were unable to access the 191. However, the international standard requires that the number of such calls must be less than 5 per cent. Operators must pick up a call within 4 seconds, and report the head office within 1 minute. Patrol units serving around urban areas must reach the caller within 5 minutes and 15 minutes for those serving outside Bangkok.

Pol Gen Somyot said he also planned to tighten law enforcement covering the emergency call service in order to deal with a large number of fake calls and perturbing calls.

-- NNT 2014-12-18

[thhMan]

I wonder what the stats are, if those are the requirements.

[Stan7444]

This so-called "emergency" number is a joke. I have tried to use it twice over the past couple years, each time calling multiple times with no answer most of the time and when someone finally answered my call there was nobody who could understand English. Therefore, this line is NOT for us farangs or tourists from China or other countries, and if your life is in danger, do not expect the cops to be there to help you. We are essentially on our own in cases when help is needed.

[kkerry]

They could increase the staffing levels of the call centre by using the police transferred to inactive posts... got to be a few thousand twiddling their thumbs you would think...

[Jonmarleesco]

Good to see a boss taking the initiative and doing his own research.

[Benmart]

I wonder what the stats are, if those are the requirements.

Most likely impossible to gather nationwide.

The telephony is outdated.

All call centers are not fully automated (I've checked locally)

Calls are not recorded

Radio traffic is not recorded

Calls are most likely not reviewed by Call Center Supervisors since they are not recorded

Statistics for all calls are most likely not kept since the system is heavily manual/paper and pencil reliant

I haven't a clue if the call receivers and/or dispatchers are formally trained and/or certified.

I have called the Pattaya call center for a fight/shots fired in Nov 2013. I was hung up on twice and the two scooter-ridding BIB arrived after the players had done their work and run off.

[surangw]

first order of business, actually answer the phone

[Tokay]

This so-called "emergency" number is a joke. I have tried to use it twice over the past couple years, each time calling multiple times with no answer most of the time and when someone finally answered my call there was nobody who could understand English. Therefore, this line is NOT for us farangs or tourists from China or other countries, and if your life is in danger, do not expect the cops to be there to help you. We are essentially on our own in cases when help is needed.

Usually if you can get them to answer, they usually send foreigners to the tourist police, who in turn tell you to call the police.

It's a lost cause really. Best chance you have is someone driving by who may want to do their job.

[KhnomKhnom]

I tried to telephone 191 during a real emergency and let it ring until the phone stopped ringing and did that four times. Never an answer.

You are on your own in Thailand.

BTW, Tourist Police will not answer a call OUTSIDE BANGKOK, even two miles outside.

[HOOD Robin]

I wonder what the stats are, if those are the requirements.

Most likely impossible to gather nationwide.

The telephony is outdated.

All call centers are not fully automated (I've checked locally)

Calls are not recorded

Radio traffic is not recorded

Calls are most likely not reviewed by Call Center Supervisors since they are not recorded

Statistics for all calls are most likely not kept since the system is heavily manual/paper and pencil reliant

I haven't a clue if the call receivers and/or dispatchers are formally trained and/or certified.

I have called the Pattaya call center for a fight/shots fired in Nov 2013. I was hung up on twice and the two scooter-ridding BIB arrived after the players had done their work and run off.

Banana Republic in oh sooooo many ways !

And they wanna be the Leaders for the ASEAN thingy..... Oh my Buddha...