In order to respond to citizens' calls in emergency situations and to establish a new approach to public services, it is planned to create a unified national operational management center with the number 112 by 2026. The services provided by the 911, 102, and 103 emergency numbers will be discontinued with the launch of this center.

The Ministry of Internal Affairs was cooperating with the World Bank to implement the mentioned concept, within the framework of which involved experts are working on developing a roadmap. The roadmap will include not only technical but also substantive solutions, outline specific stakeholders, timelines and details of the actions, as well as enable the smooth organization of the process of having a unified call center by 2026.

For this purpose, World Bank experts Janek Laev and Eva Rinen held meetings with responsible specialists in Armenia from January 8 to 10. The international experts visited the National Operational Management Center of the Police and the Crisis Management National Center of the Rescue Service and conducted discussions. They also familiarized themselves with the equipment of regional centers and the existing challenges that need to be overcome with the creation of the new unified center.

The representatives of the World Bank also visited the administrative complex of the newly constructed Operational Management Center, where they studied the existing digital solutions and learned about the details of the activity organization.

Proper training and education of personnel is particularly important in creating a unified call center. For this purpose, international experts visited the educational complex of the Ministry of Internal Affairs and the Crisis Management State Academy, where students receiving education will join the ranks of service personnel.

The establishment of a unified operational management center is a significant step in ensuring public safety.

The Government's purpose with this reform is to become more accessible to the public in crisis, dangerous or other similar situations, providing faster and more efficient service.