CM to introduce 112 as single emergency helpline under ERSS 2.0

In a major overhaul of the capital’s emergency response framework, the Delhi Government will introduce a single emergency helpline number, 112, for all crisis situations. This single helpline will replace the current system of multiple service-specific numbers. Chief Minister Rekha Gupta on Monday said the move, to be implemented under the Emergency Response Support System (ERSS) 2.0, aims to ensure faster, technology-driven and more effective emergency assistance for citizens.

Once rolled out, residents will no longer need to remember or dial separate numbers for police, fire, ambulance, women and child helplines, disaster relief or civic emergencies. A single call to 112 will trigger coordinated action by all concerned agencies, significantly cutting response time during critical situations.

The Chief Minister said the existing system, with different helplines such as 100 for police, 101 for fire services, 108 for ambulances, 181 for women, 1098 for children, 1077 for disaster management, and separate numbers for electricity, water, gas and Metro services, often leads to confusion and delays. “In an emergency, every second matters. Multiple numbers increase stress and waste precious time. ERSS 2.0 will eliminate this problem,” she said.

Delhi’s move aligns with the Ministry of Home Affairs’ declaration of 112 as the national emergency number, already operational in several states. Under ERSS 2.0, all emergency signals will be received at a single Public Safety Answering Point (PSAP), from where alerts will be simultaneously routed to police, fire, health and disaster management agencies based on the nature of the incident.

Officials said ERSS 2.0 is a state-of-the-art, unified platform that goes beyond voice calls. Citizens will be able to seek help through mobile app alerts, panic button activations, SMS and web-based requests. This is expected to be especially useful in situations where a caller is unable to speak, such as medical emergencies, domestic violence cases or accidents.

A key feature of the new system is automatic location identification. As soon as a call or alert is received, the system will detect the caller’s location without requiring them to explain it. The nearest police vehicle, ambulance or fire tender will then be dispatched immediately. Officials said this will help save crucial time during the “golden hour”, the first 60 minutes after an accident or medical emergency, when timely intervention can be life-saving.

The Chief Minister said ERSS 2.0 will also bring greater monitoring and accountability. A real-time digital dashboard at the control room will show the location of incidents, the vehicles deployed and their estimated time of arrival. In case of delays, alternate resources can be redirected instantly. “This ensures continuous oversight and prevents lapses in response,” she said.

Implementation will be carried out in phases. In the first phase, all existing emergency numbers will be integrated into 112. This will be followed by technical upgrades, training of call handlers, public awareness campaigns and periodic evaluations to assess system performance.

To ensure widespread adoption, the Government will launch an extensive public outreach drive. Information about the 112 helpline will be displayed in Government offices, public spaces, metro stations and buses. Regular mock drills and inter-departmental exercises will also be conducted to test preparedness.

The Chief Minister said the initiative is part of the government’s broader push to make Delhi a safe, smart and responsive city. “The objective is simple: faster help, less confusion and better coordination. A single, reliable emergency number will strengthen public safety and protect life and property across the Capital,” she said.