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Crisis & Emergency Management System

With something as important as being prepared for crisis, responding to emergencies quickly and effectively, reducing the impact of crisis and achieving quick recovery afterwards, it is critical that public safety authorities look at all possible aspects to mitigate crisis and create a safer community. Softec Crisis & Emergency Management System (EMS) takes a holistic view of preparedness, response, recovery, and mitigation of crisis in a manner that allows for effective, low-cost tackling of crisis management challenges such as lack of collaboration between different public safety agencies, impact of non-emergency calls, and unavailability of up to date, accurate information about the possible crisis and the impact they might have on the community.

How it works ?

Softec EMS helps public safety authorities better serve the community in the events of crisis by supporting the planning, execution, and monitoring of crisis management strategies that are obtained from critical information collected from various sources. The system is utilized by public safety authorities to study and analyze big picture of crisis; from availability of critical data and human resources, possible crisis scenarios, response and mitigation plans, and ongoing improvement of crisis management capabilities.


  • Significant improvement of emergency response times
  • Significant contribution to life savings and premedical care
  • Automation of incident lifecycle (call taking, dispatching, tracking, performance management)
  • Enhancement of first response emergency services to citizens
  • Standardization, control and enhancement of service quality
  • Effective and optimized utilization of ambulance assets & resources
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The system is powered with smart features to continuously listen to sensors (gunshots, weather conditions, fires, earthquakes, and storm sensors), and feeds from systems of partner government entities and from social media in order to avail the most accurate, up to date data about the atmosphere in which the public safety authority is working. The system also generates smart suggestions for unit capacity planning, unit distribution, updates to shortest routes, awareness campaigns, and other actions to be taken to prevent/be prepared for emergency
    For guiding units dispatch plans based on a predefined criteria such as:
    • Community age group/nationalities
    • Weather conditions
    • Street network
    • Capacity of nearby units
    • Events taking place in the community e.g. marathon, exhibition
    The system enables all entities involved in crisis management to collaborate on the following aspects to achieve effective preparedness, fast response, and better recovery
    • Exchange situational awareness
    • Eliminate redundant effort
    • Make sure that the right resources from the right authority engage at the right time
    • Syndicate services to plan joint assessment, response, and recovery
    • Simulation of high pressure on emergency units and other crisis scenari
    • In addition, the system provides web and mobile interfaces to for public safety agencies to exchange and manage knowledge. It also supports communication through instant messaging and voice and video calls
The system helps public safety authorities utilize the untapped capabilities of the community they serve by availing a crowdsourcing model that support recruitment, training, dispatch, and communication with volunteers that provide life-saving treatment and first aid until an emergency team arrives. These certified volunteers can also check regularly on nearby people with medical conditions
    Emergency units are available 24/7 and provide fast response, that’s why they are sometimes misused or overused by people with minor ailments. The system helps emergency departments reduce the impact of non-emergency cases and have room to cope with genuine emergencies through:
    • Criteria-based triage of emergency calls
    • Enforcing a policy for usage of emergency calls by supporting violation and penalty rules
    • Availing online resources that keep the community aware of when and when not to call for emergency help
    • On the other hand, the system helps increase the availability time of units in case of training by supporting electronic/remote learning features
Citizens can use the portal and mobile channels of the system to proactively provide critical information about their households such as exact location, layout and picture of the house, and medical conditions of the family members to the public safety authorities. This information is then used by public safety authorities across the country to quickly identify the caller in case of requesting help during emergencies, and is also used by municipalities to send emergency notifications to the community.
    A citizen mobile application that helps citizens benefit of the following features:
      • In Emergency Cases
        • Take pictures
        • Send location
        • Record audio & video
        • View nearby units & community first responders
        • Receive safety push notifications & tips
        • Submit new cases and follow up on reported cases
        • View emergency vehicle location
        • View contact information of the first responder
        • View estimated arrival time
      • Normal Times
        • Manage the safety profile
        • View learning material
        • Manage notification preferences
    The system generates reports and dashboards to support informative decision making. The following is a sample of the insights available in the system
    • Average request duration
    • Customer preferred channels
    • Customer satisfaction level
    • Employee KPIs
    • Multiple views based on
      • Customer segment
      • Geographic location
      • Service category
      • Customer service office