Govt, TM sign deal to replace MERS999 system

PETALING JAYA: Putrajaya and Telekom Malaysia have signed a deal for the Malaysian Emergency Response Services (MERS999) system to be replaced with the Next Generation Emergency Services (NG999) system.

TM said the NG999 system will consolidate digital maps from the internet, caller IDs, geolocation service, and smart applications in handling distress calls and dispatching first responders.

It said this would improve response times throughout the country.

TM said it would introduce an NG999 app for smartphones which would have text, photo and video functions. It said this would expedite services and improve communications between users and first responders.

“The implementation of the world-class NG999 system is in line with global best practices like the European Emergency Number Association NG112 and National Emergency Number Association NG911 in North America.

“NG999 will also make use of modern technology such as data analysis and artificial intelligence for more effective emergency services. This is to ensure first responders can act quickly in urgent moments,” it said in a statement.

Late response to emergencies has been a recurrent issue in Malaysia.

In 2022, Daily Express reported that an ambulance took an hour after an emergency call was made before it arrived to help a man who suffered a heart attack in Kota Kinabalu, Sabah. The 54-year-old patient eventually died.

The state health department said the initial emergency call made to the MERS999 system was cut while the caller was being diverted to the Queen Elizabeth II Hospital emergency call centre.

Attempts to get back in touch with the caller were unsuccessful, with first responders dispatched only after receiving a second call with the necessary information.