مرکز منطقه ای اطلاع رساني علوم و فناوري - MISUSE OF 112 EMERGENCY CALL SERVICES WITH REGARD TO DISCUSSIONS ON EFFECTIVENESS AND EFFICIENCY

Abstract :

Various privileges are provided to the beneficiary for the provision of emergency call services which are directly related with the right to live thus easing application and access to such services. However, the service provision is adversely affected from the misuse by the beneficiary. The objective of the study is to evaluate the misuse of emergency call services with regard to discussions on effectiveness and efficiency in public services. The study is important especially for Turkey where the percentage of misuse is at a very high level of 95 %. A theoretical framework was developed in the study related with discussions on effectiveness and efficiency in public services and emergency call services and a survey study was carried out in order to evaluate the misuse of emergency call services in Turkey as well as to develop solution suggestions. Misuse of emergency call services can be classified into two as conscious and unconscious. Factors such as the service being free to use, the fact that it can be reached 24 hours of the day and the lack of sufficient information on the parts of the users with regard to the correct use of the service have been put forth as factors that increase misuse. Development of technical and administrative precautions seems necessary in order to prevent the loss of rights and social costs that will be generated as the service starts losing its effectiveness and efficiency.