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Tenders to be sought for Next-Generation Triple Zero Emergency Call Service

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 service.

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 Call Service

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.