The Abu Dhabi Police Operations Rooms received 963,015 calls in the emirate of Abu Dhabi last year, out of which 452,294 were criminal nature reports; 235,914 calls reported traffic-related issues; and 274,807 were miscellaneous calls. Moreover, customer satisfaction rate reached 96 per cent last year.
The Operations Room uses state-of-the-art equipment and techniques, notably the command and control system that links the different Operations Room platforms, to allow better access to information related to accident locations and reports, so as to ensure quick response. It is noteworthy that the reports are classified as very important, important and regular, according to their significance.
Lieutenant Colonel Mohsen Saleh Al Yafe'i, Deputy Head of the Central Operations Department, stressed the great attention dedicated by the police leadership to improve performance and provide its personnel with the latest equipment and advanced technologies. This has streamlined policing procedures and services, in a manner that keeps pace with the geographic expansion, and increased security tasks aimed at preserving security and stability.
"The automated command and control system is linked to all Operations Room platforms, such as the 999 call center; the comprehensive patrols; the emergency, safety, and support teams; as well as the officers and supervisors. It allows users to answer emergency calls, receive information on whereabouts and nature of reports, to ensure timely and organized response," explained Lieutenant Colonel Al Yafe'i.
He also emphasised that the Operations Room role is to ensure security response by receiving calls on the 999 number, and dispatching relevant patrols to accident sites. The Operations Room is also responsible for managing other security authorities in the event of crises and accidents.
"This is done in coordination with the traffic patrols, ambulance and rescue teams, the air wing aircrafts, the Community Police, the rapid intervention teams, Saaed Patrols, the Civil Defense Department, the Crime Scene Department and others. This efficient methodology has contributed to reduce response time," added Lieutenant Colonel Al Yafe'i.
According to Lieutenant Colonel Al Yafe'i, achieving better response time is the result of the efficient coordination and communication between traffic patrols, air wing aircrafts, rapid intervention teams, Saaed patrols, Civil Defense, Crime Scene and other departments. "Upon receiving the report, the Operations Room dispatches the competent entities and the closest ones to the accident site in record time," stated Lieutenant Colonel Al Yafe'i. Moreover, he noted that the Operations Room is the main apparatus that organises the actions of the various entities that handle traffic and criminal reports.
He also indicated that reports are classified according to their significance. The "very important" reports include fires, injuries, fights, and accidents that require dispatching ambulances to transfer patients. Reports classified as "important" include accidents that disrupt traffic and presence of injured individuals on site. The "regular" reports include minor accidents and misunderstanding accidents.
According to feedback received by the Operations Rooms' control system, Lieutenant Colonel Al Yafe'i urged members of the public not to hesitate to call the Operations Room on "999" in case of emergency or to ask for assistance, stressing the keenness of the Operations Room personnel to respond at all times. Furthermore, he called on parents to educate children on the correct manner to dial "999" if necessary, to avoid nuisance calls.
On the same note, Lieutenant Colonel Al Yafe'i explained the department's work methodology that is based on knowledge. It enables planning to achieve development, and implements staff members' proposals to enhance the department's response efficiency. "The strategic development plan focuses on increasing growth in strategic planning requirements, managing institutional performance of the Abu Dhabi Police GHQ, as well as the results of environmental analysis, technical development and technological applications, all of which require that Operations Room keep pace with these changes," he concluded.
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