From the Director of Emergency Responce Centre Agency

Emergency Response Centre Agency in 2022


The Emergency Response Centre Agency started the year 2022 on a positive note. The public sec-tor’s Reputation&Trust report was published at the end of last year. Out of the 79 public organisa-tions included in the report, the Emergency Response Centre Agency came in first. Last year we finished third, so we were able to improve our ranking. This gives us confidence that we have been able to do things right and offer good service to people. On the other hand, this poses some chal-lenges for the future, as our services will have to live up to people’s expectations every day. 

We have now been implementing our new strategy for one year. The focus of our strategy is on the development of competences and the work community. We still have a lot of work to do in this re-spect. Our sickness absence rate is high. It is a fact that working as an emergency response centre operator is hard. It involves shift work, a great deal of responsibility, and many stress factors that affect well-being. The staff shortage means that breaks and trainings can be difficult to arrange, given that we must always take care of our core task. However, there is light at the end of the tun-nel: one extra class of new ERC operators will complete their training in December 2022. 

The maintenance, development, and preparedness of the emer-gency response centre information system is well under control as regards information systems, competences, and funding. This year, we are planning to introduce a new version of the ERICA ERC Information System with features that will help make the work of our ERC operators easier.

Our second strategic priority, the development of technologies and preparedness, has been brought to a good level over the past year. The maintenance, development, and preparedness of the emer-gency response centre information system is well under control as regards information systems, competences, and funding. This year, we are planning to introduce a new version of the ERICA ERC Information System with features that will help make the work of our ERC operators easier. At the end of last year, the agency completed a new emergency preparedness plan. Its functioning has already been tested on a small scale, and this year, the goal is to move on to more large-scale testing.

On 1 December 2021, we introduced an electronic service for the management of fire and burglar alarm systems. Alarm system clients can now make changes regarding their subscriptions and alarm systems and send new applications electronically. The electronic fire and burglar alarm system ILMO can be accessed through our website. Signing into the system requires strong au-thentication with online banking credentials or a mobile certificate. I hope that our customers will start using the electronic service as widely as possible. 

We have also made good progress on our third strategic priority: network and cooperation devel-opment. We have received positive and constructive feedback from our cooperating authorities. I would like to thank our cooperation partners on the behalf of the Emergency Response Centre Agency. Let’s continue on this path this year as well. 

The mission of the Emergency Response Centre Agency is to be the first official link in the chain of assistance and safety provision. The goal of our operations is to provide high-quality, reliable and equal emergency response centre services. I believe that we will be able to live up to our mis-sion and meet the performance targets set for us this year as well.       

Taito Vainio 
Director General Emergency Response Centre Agency 

21.1.2022