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National Emergency Management Agency

The Problem

Korean society is highly information-orienting and rapidly changing in 21 century. To effectively use the limited spaces, lots of buildings became diversified and bigger.
People need more systematically safe welfare system due to the frequent unexpected climate changes such as typhoons, intensive torrential rains, hails and heavy snows.
To cover these kind of needs, U-119 system prospectively served from National Emergency Management Agency (NEMA) is necessary.
U-119 system contains 10 sub-items and each sub-item is connected to ubiquitous technologies added to the conventional Korea fire and emergency services (119 services). As a result, it is possible for people to provide customized U-safe call service, telemedicine service beyond time and space.

The conventional 119 services depend only on the information reported by callers, so EMS as well as rescue squad is dispatched after they recognize the situation. However, U-119 system has all the information related to callers through the previously built data base. When they call 119, a squad team knows the caller’s situation and what to do for response. U-119 system is customized safe welfare service.
This system will prove its utility and value by being adapted in U-City constructed by Korean Electronics Technology Institute (KETI) and senior houses built by Korea National Housing Corporation.
5 services are currently in use and they are wireless paging service, digital multi-reporting service, location-based service, 119 one call service, life-sharing service.
NEMA has planned to draw up the short-term and long-term roadmap included back-tracking service, disaster management response service, sensor network service as its vision.
Temporarily-operated U-safe call service and telemedicine service show highly satisfaction. We strongly believe that constructing safe Korea will be soon achieved via this U-119 system.
Comments from professor Lee Changwon, Hansung University.
NEMA is the central government organization which saves people’s lives and keeps their properties. It has outstanding trust and support from Korean people. Those kind of fames are based on lots of activities and careful services in many disastrous incidents for a long time. The brand value of NEMA can be compared to those of Samsung and Hyundai.

Solution and Key Benefits

 What is the initiative about? (the solution)
U-119, created by NEMA, is the scientific disaster prevention system to achieve the epoch-making improvement in Korea Fire, Rescue and EMS services.
NEMA is the core organization in Korea which manages disaster prevention, response, recovery etc. 119 is the emergency call number and it is regarded friendly to people. Moreover, this organization is beloved by people because of the constant cautious services and important roles in calamitous sites.
The basic concept of U-119 is offering customized ubiquitous services which combine up-to-date communication and information technology, bio and medicine technology with traditionally strongly-trusted 119 services.
Digital multi-reporting service was provided in 2003 and location-based service was in 2005. On the way to seek new service systems, the necessity which manages each system systematically and jointly arose. Accordingly, the concept of brand was introduced in the public sectors.
We premise U-119 has priorities over other services compared to the quality and value of the conventional 119 services and it is the result that can be domestically as well as overseas traded as a product even though it is policies, services and systems in the public sectors.
Innovation brand task force, which has one advice committee and includes firefighters and EMS technician, was consisted under the slogan “e-life promise, U-119”. U-119 system has 10 sub-items and they are digital multi-reporting service, location-based service, U-safe call service, telemedicine service, sensor network service, portable medical information service, life-sharing service, digital multi-evacuation guide service, back-tracking service, U-emergency rescue service.
The more a nation develops, the bigger people’s expectation becomes. The government should provide services that people want ahead of people’s needs and guarantee the life quality for the unprivileged such as single seniors, the disabled, single kids, foreign workers from developing countries etc. In this sense, NEMA innovation brand “U-119” will be the foundation stone that will guide the public sectors where to go in the future.

Actors and Stakeholders

 Who proposed the solution, who implemented it and who were the stakeholders?
○ Constructing the digital multi-reporting system
- Fax, Internet website, text message (2003.4)
- Constructing the caller’s identification to prevent from false or slandering reports. (2005.7)
○ Location-based system
- 1st step : Setting up the central location information center & installing the system in Daegu and Daejeon as exemplars
•2003. 12. ~ 2004. 6 (6 months)
•Contents
- Building the exclusive line with 3 mobile provider companies and reaching the agreement in details.
- Installing the computation system and finishing to check the system
- Checking the software and data base
- 2nd step : Completing the nationwide extended system
• 2004. 12. ~ 2005. 9
• Contents
- Connecting location-based system with hardware & software
- Building the exclusive line with 3 mobile provider companies and reaching the agreement in details.
○ Building the satellite image service system to find the mobile’s location (2005. 8. 1)
○ Constructing the electronic pole data base searching system
- 2005. 10. ~ 2006. 6.
- Contents
• Combining the electronic pole DB with the location information center program
• Providing the information such as the electronic pole number, latitude and longitude etc.
(approximately 7 million nationwide)

2005. Trying to find the copernican development in the conventional 119 services
2005. 12. Ordering from the president that creates the innovation brand
2006. 6. U-119 being selected as the representative innovation brand from NEMA & making up task force
2006. 6. ~ 7. Researching and discussing information about brand
2006. 7. Planning the development of U-119 contents
“Help me, 119”, “Life-sharing” being in service nationwide
2006. 8. U-safe call , telemedicine in service in Seoul as exemplar & advertising “U-119”
2006. 9. Creating the logo & submitting the report to Ministry of Government Administration & Home Affairs
2006. 11. “U-119” chosen top 10 brand from the government & participating in the brand presentation competition and being ranked as 3rd.
2006. 11. ~ Setting up U-119 system, stabilizing & controlling its service system and quality

(a) Strategies

 Describe how and when the initiative was implemented by answering these questions
 a.      What were the strategies used to implement the initiative? In no more than 500 words, provide a summary of the main objectives and strategies of the initiative, how they were established and by whom.
119 services has been loved and trusted by Koreans. 119 service gained good reputation for its emergency medical service launched in 1982. Korean rescue workers performed tremendous operation in "Sam-Poong Building collapse" in 1995. 119 service gained high recognition through a TV program "Emergency Rescue 119" which was aired from '94 to '03. Also, innovation from inside of 119 service organization and active public relations have worked well.
However, unprecedented factors demanded more work from 119 services.
Increasing man-made disaster followed by rapid industrialization and urbanization becomes more complicated and larger in scale. In addition, increasing natural disaster by unusual climatic changes and global-warming are frequent in Korea.
Another aspect of modern trend is that Koreans expect more reliable and quality public safety service from their government. Increased income and their awareness of better safety measures are the causes of their high expectation.
On the other hand, Korea has seen increase of safety vulnerable class due to growing aging population and income bi-polarization. Aged over 65 makes up 9.1% of the population, approaching to super-aging society(20%).
Seoul also has met increased foreign population in homeland by internationalization. More than 6 million people visits Korea every year for various reasons. These people also expect more social security measures.
To meet various needs from different classes, customized safety goods,「U-119」, has been developed by National Emergency Management Agency(NEMA) of Korean government.

(b) Implementation

 b.      What were the key development and implementation steps and the chronology? No more than 500 words
Governments offer various array of services to its people. Korean government has decided to make every public service a brand, like 'Nike' or 'Xerox', something that everybody would know what it is by its name. Customized safety service 「U-119」has been developed to help people use public safety service in a convenient way.
By integrating advanced informational technology and medical technology with the conventional 119 services, NEMA is achieving limitless access to 119 services and customized 119 services. With 14 different items, unlimited access to 119 services and high quality life-saving 119 services are what this new U-119 is aiming for.
Before「U-119」system, NEMA provided fire, rescue and emergency medical services only based on phone calls from its users. However, after the induction of「U-119」system, NEMA has become able to offer its customers the high quality services which are active and efficient, based on pre-registered information.
Potential target customers for this「U-119」system belong to safety vulnerable class : the aged living alone, foreigners, and children with no parents, etc.

(c) Overcoming Obstacles

 c.      What were the main obstacles encountered? How were they overcome? No more than 500 words
To develop「U-119」system, potential target customers were defined through time series analysis of rescue & emergency medical service for customer attribute fluctuation tendency. Written materials and statistics of social index were studied to specify safety vulnerable class in aging society. Through various methods of study including budget, laws, technology, and expert comments, realizable system was invented.
To associate customers' needs and「U-119」system, research on numerous analysis reports and mass media reports was done.
Analysis on actualization of intended service in public service and benefit analysis made us clear on what we can do to meet customers' need.
There are four major services that「U-119」system offers. First one is "Digital multi-reporting service". It is a system that enables people to report emergencies by fax, text-messages, or on the NEMA’s website. When the reports come in, the system automatically notifies the closest fire station to dispatch EMTs. The system is intended for people who have hearing disabilities and people who are in situations where they cannot speak.
Second one is "location-based service". It is a system that is designed to provide customized rescue service using pre-registered location and hazard information from mobile service providers or telematics control centers. The system fortifies social security by immediate search and rescue for suicide attempters and the missing. In addition, the system makes effective disaster management possible by fore-recognizing hazard.
Third one is "U-safe call service". It is a program to collect and manage information of people who have serious medical history. When these people call 119, their registered information is notified to 119 EMTs and help them to handle emergencies to great extent. In addition, 119 control center notifies the caller’s relatives or related people of the situation when a emergency calls come in.
The last one is "telemedicine service". While transporting patients, EMTs can communicate with doctors using telemedicine service. Doctors then instruct EMTs how to treat patients in ambulances.
In addition, to advertise its brand name, NEMA has developed the name 「U-119」 and its logo.
'U' stands for Ubiquitous, Ultra, Universal. Using advanced information technology infrastructures, any where (Ubiquitous) & any time, people can get best (Ultra) and (universal) service from 119. 119 is emergency report number for accidents and disasters. The number means all-caring fire services of Korea and is famous for its strong reliability in Korea.
In its logo, "9" symbolizes a baby in womb which represents best possible security and care. The symbol's smiling face refers to customers' happiness. The symbol also presents motion of using a telephone. U symbolizes the 3 U Project. (Ubiquitous, Ultra, Universal)

(d) Use of Resources

 d.      What resources were used for the initiative and what were its key benefits? In no more than 500 words, specify what were the financial, technical and human resources’ costs associated with this initiative. Describe how resources were mobilized
Installation of「U-119」system brought a number of benefit. First, various methods of emergency reporting made access to 119 emergency service more reliable and facile. Second, location-based service brought shortened time to reach incident scene and higher life-saving rate for suicide attempters and the missing. Third, customized service made social security network work effectively and efficiently.
"Digital multi-reporting service" received over 70,000 reports through text-messages, fax and website. It helped a multitude of people with hearing disabilities in emergencies.
"Location-based service has provided customized rescue service in conjunction with mobile service providers. It made immediate search and rescue for suicide attempters and the missing possible. Through the service, more than 600 suicide attempters and the missing are rescued every year before it is too late.
"U-safe call service", launched in August of 2006 for pilot service in Seoul, has received more than 160,000 applications from people who requested the service. This service might pose a personal information exposure problem. However, NEMA is planning to install a 128-bit security system to protect personal information.
Telemedicine service is in its pilot program stage in Busan. The service is expected to bring better medical service to rural areas where hospitals and doctors are rare.

Sustainability and Transferability

  Is the initiative sustainable and transferable?
NEMA will be spending 4 million dollars on installation of its exclusive website for personal information registration and update.
U-119 service items can be used at villages for the retired, especially in areas where local hospitals are rare. Applicable items are "Wireless Paging service", "U-safe call service", "119 Auto-report service" and, "Telemedicine service"
U-119 service items can be used at national rental houses for the aged promoted by Korean national housing corporation. NEMA is working closely with Korean Electronics Technology Institute(KETI) which is an affiliated organization of Ministry of Commerce, Industry and Energy of Korea to export these measures of U-119. Also, NEMA is working to install U-119 items to U-City in Dubai.
NEMA is working with a number of insurance companies to promote U-119 items. At sales of the insurance, customers obtain information on 「U-119」items. Then insurance companies give price discount to customers who would register to 「U-119」system.

Lessons Learned

 What are the impact of your initiative and the lessons learned?
There are several driving powers that innovative “U- 119” system was born in Korea fire & emergency services.
First, it is the powerful leadership and active interests of commissioner. Second, task force members have lots of field experience for a long time and they also have good knowledge of foreign languages as well as information technology. Third, it must be the high recognition of the conventional 119 and strong and stable fire services infrastructure in Korea. Lastly, the most important things are highly developed IT of Korea and the great social demand for upgraded 119 services. On the other hand, there are also a few problems along with the above mentioned positive points. First, there are slight doubts that new IT needs to be combined with the conventional 119 services. Second, there is the concern of the effectiveness of budget investment and expansion of 119 organization. Finally, there are the fears of personal information drain brought by the press and the politics as well as increase of work burden laid on the fire officials.
However, we will make great efforts to get rid of the possible problems: first, we will review all relevant datum thoroughly and get advice from the professionals. Second, we will provide the achievements of the conventional 119 services and explain the necessity of its upgrade. We will install the security system like that of banks to prevent from outflowing the personal information. We will do our best to put this innovative system “U-119” into top priority within the limited budget and persuade fire officials through workshop and discussion, so finally we will make them think this new system is certainly necessary. Although Korea 119 services have been beloved and trusted so much, we will not stop here. We will confront the new challenging environment and try to improve constantly, so we will make Korea comfortable and safe.

Contact Information

Institution Name:   National Emergency Management Agency
Institution Type:   Government Agency  
Contact Person:   Jeong-Hee Jin
Title:   119 services innovation  
Telephone/ Fax:   82-2-2100-5377
Institution's / Project's Website:   82-2-2100-5369
E-mail:   jeongheee@hotmail.com  
Address:   #1912 Central Government Complex 55 Sejongno Jongnogu
Postal Code:   110-760
City:   Seoul
State/Province:   Seoul
Country:  

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