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South Africa's DCDT Proposes Shutdown of Multiple Emergency Hotlines Including 10111

Published November 06, 2024
3 months ago

In a move aimed at streamlining emergency response operations across South Africa, the Department of Communications and Digital Technologies has made a decisive call to the Independent Communications Authority of South Africa (Icasa) to discontinue a number of emergency telephone services. This initiative is particularly focused on consolidating multiple lines into one primary emergency contact number, 112, which the department sees as a more efficient and unified approach.





The proposal to cease the operations of several lines, including the well-known 10111, comes after considerable scrutiny of their effectiveness and the quality of services rendered to the South African public. 10111, established back in 2007 with the intention of connecting crime victims directly to police services, operates from a central command centre in Midrand, Gauteng, which was initially constructed at a significant cost of R600 million. However, the years have unveiled a need for continuous upgrades and staffing improvements.


Persistent issues with the existing call centres have led to widespread dissatisfaction across communities, triggering many to turn elsewhere for security—be it private response services or, at times, even unauthorized groups. Situations like the emergency helpline being nonfunctional for a whole week in January only exacerbate the lack of trust and confidence in the government-managed emergency response system.


It was during this downtime that police confirmed their communication system had been incapacitated for over six days. This malfunction drew public criticism, including that from Action Society activist Ian Cameron, who noted the operational failure that befell when the operator, though answering calls, could not effectively dispatch information to police stations.


In line with ensuring service delivery and addressing the aforementioned challenges, Deputy Minister for the Public Service and Administration, Pinky Kekana, paid a visit to the command centre last September. The goals were clear: monitor functionality, instigate improvements, and consider innovation within these essential services. Kekana, keen on complaints management, also spoke of potential integrations with other call services such as the Presidential Hotline, emphasizing the need for complementary programs to better serve South African citizens.


The proposal underscores a crucial shift towards refining the system that citizens rely on during emergencies. Simplifying access to such services through a single, reliable number that directs to a centralized communication hub could offer a crucial improvement in emergency response times and the overall satisfaction of the South African public with government-provided services.


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