Tenders to be sought for Next-Generation Triple Zero Emergency Call Service
23 June 2017
The Turnbull Government will shortly issue
a Request for Tender (RFT) to deliver the next-generation Triple Zero Emergency
Call Service with integrated location-based data services. The tender process
follows an Expressions of Interest (EOI) process conducted in late 2016.
The commencement of a tender is an
important step in delivering the capability to provide emergency services with the
GPS location of a person calling Triple Zero from a mobile phone. GPS data will
assist in emergencies where the caller is unable to provide details of their location.
Two separate EOI processes had been conducted
– one for the Emergency Call Service and a second for location-based data
services. Following feedback received in the EOI processes, it has been decided
that a single
tender for both services will deliver the
best value for Government and the most effective outcome for the Triple Zero
The EOI process identified Advanced
Mobile Location (AML) technology standard as the preferred solution for
providing the location-based data. AML delivers accuracy of up to five metres and
automatically provides the caller’s location to emergency services, with
built-in privacy safeguards ensuring only emergency responders have access to
location data for the purpose of the Triple Zero call.
While AML has been identified as the
preferred solution, the tender will specify that any Triple Zero technology
platform must be sufficiently flexible so as to be able to implement additional
or alternative technologies if and when they become available in the future.
The tender will be published on the AusTender
website in the near future. A condition of the tender process will be that
Triple Zero service must continue to be based in Australia and serviced by an
Australian contact centre.
Until the outcome of the RFT is
finalised and implemented, the community is encouraged to download the
Emergency+ app. The Emergency+ app provides location coordinates that can be
read out to Triple Zero operators should the need arise.
Information on the Triple Zero Emergency
The Emergency Call Service has been
provided by a private company, Telstra, and its predecessor organisations,
since 1961. Since 2012, Telstra has provided the service under regulation and
contractual arrangements with the Australian Government. The contract includes
a provision for a competitive tender process to occur.
Under the RFT, call centres for Triple
Zero will be required to be based in Australia, as is the current practice.
If a new supplier is not engaged as a
result of the procurement process, Telstra will continue to deliver the
Emergency Call Service.