The National Audit Office's report on emergency number 112 - the state's and SOS Alarm's handling of alarms
Translated from Swedish by AI; the translation may contain errors. The Swedish text is the original.
Summary AI, written in advance
The debate concerns the Swedish National Audit Office's criticism of the state's and SOS Alarm's management of the emergency number 112. S is concerned about deficiencies in efficiency and response times, and argues that it is uncertain whether the task belongs in a profit-driven company 1. SD believes that a constitutional regulation should replace the contractual regulation to clarify responsibility and also argues that the operation is not necessarily best carried out by a profit-driven limited company 2. M emphasizes that response times have improved significantly during 2023 despite high pressure and argues that the government has already taken measures through increased compensation to secure the operation 3.
Written by AI in advance and may contain errors. The numbers lead to the speech a statement builds on; check against the text below.
Heléne Björklund (S)
Mr. Speaker! Today we shall debate the Swedish National Audit Office's report Emergency Number 112 - the state's and SOS Alarm's handling of alarms.
112 is the emergency number for the entire Swedish people, and we teach children at an early age ways to remember it. The number is a crucial piece of our crisis preparedness and for handling accidents and crises in Sweden.
The National Audit Office has in its report directed very heavy criticism at the company SOS Alarm. The overall conclusion is that the state and the company do not ensure that calls to the emergency number are handled effectively. The National Audit Office assesses that this is partly due to the fact that the government has not utilized its opportunity to follow up and steer the company to a sufficient extent.
In its response to the report, the government states that certain measures have been taken and that more are to come. We Social Democrats think that is good. The government has currently chosen not to proceed with making a constitutional regulation. We would have liked to have been involved in discussing that, but we will not make any motions regarding it today. We are, however, quite concerned about the criticism that has been received and have therefore submitted a special statement.
The most serious criticism in the report concerns that the emergency number does not function equally across the entire country and that the response time is far too long. This must be rectified. That is something we all agree on.
The mission regarding 112 is very complex. I have sat in on several listening sessions with an operator, and I am impressed by the professionalism and how many different cases are handled. I am also impressed by how all the errors that arise are handled. It concerns wrong numbers and other material matters that can go wrong. The emergency operators receive over 4 million calls a year in 80 different languages.
We Social Democrats have asked the regions across the country how they experience the emergency number functioning, whether they have agreements, and how they view it. There are very scattered and different perceptions, ranging from those who are very satisfied to those who have left the agreement and handle it on their own. We therefore want a larger analysis of this to be conducted. We want to follow that work and ensure that the response time is shortened.
We also say that it is not certain that this vital task which SOS Alarm has belongs in a profit-driven company. We are not afraid to return with other proposals. In times of crisis and insecurity, it is extra important to have control over the entire Swedish people's emergency number and that the entire Swedish people feel confidence in it.
In the current situation, we nevertheless support the government's proposal that the Riksrevisionen's report shall be finalized, but we therefore intend to follow up and possibly return regarding the management of the company.
Sara-Lena Bjälkö (SD)
Mr. Speaker! We shall talk a little today about the Swedish National Audit Office's report Emergency Number 112 - the state's and SOS Alarm's handling of alarms.
We Sweden Democrats have made a specific statement in the report, but otherwise I move for approval of the proposal in report FöU9.
In times of crisis and insecurity, it is extra important that citizens feel confidence in the alerting function that SOS Alarm is tasked to manage. The National Audit Office has directed harsh criticism towards the company's alarm management, which is not considered to be effective.
It is also of great importance that response times are maintained over time and that sufficient resources are available in the event of a crisis or war. According to the state's agreement with SOS Alarm, the average response time for the emergency number 112 must not exceed 8 seconds. We have now received from SOS Alarm that they are meeting the requirements. That is pleasing, Mr. Speaker. And we think it is a matter of course that the goal for the response time shall continue to be met in the future.
However, this is not all that SOS Alarm is expected to manage. Based on the Swedish National Audit Office's report, it is clear and distinct that SOS Alarm must have sufficient resources to be able to meet the ever-increasing demands from a preparedness perspective. This concerns, for example, the protection of facilities, the 112 app, etcetera.
The National Audit Office also assesses that MSB's supervision of SOS Alarm's operations and the government's governance of the company are not effective either. Today, there is a lack of specific statutory regulation of the socially important alerting function. It is argued that this leads to ambiguities regarding responsibilities, roles, and obligations. The National Audit Office therefore gives the government the recommendation to develop proposals for statutory regulation of the alerting service and its objectives, in order to promote goal fulfillment, strengthen supervision, and clarify the distribution of responsibility between SOS Alarm and the emergency services.
Mr. Speaker! We Sverigedemokrater agree with the National Audit Office's recommendation and argue that a constitutional regulation should replace the contractual regulation, which an inquiry proposed as early as 2018. While awaiting a potential constitutional regulation, the National Audit Office submits a number of recommendations to the government. These concern a review of MSB's supervisory mandate, an adjustment of the alarm agreement with SOS Alarm, and utilizing the existing opportunities the government has to demand appropriate documentation from SOS Alarm.
The Government responds in its letter that it welcomes the review and agrees with parts of the National Audit Office's observations and assessments. The Government also considers that the supervision and control of the company's activities can be improved through development within the framework of MSB's existing mandate and the Government's follow-up. The Government argues that since the alarm agreement between SOS Alarm and the State was revised in December 2023, including among other things new rules that the agreements the company enters into with aid organizations shall not negatively affect the 112 service's goal fulfillment, it fulfills the National Audit Office's recommendation in this part.
Mr. Speaker! The Government also writes that they will continue to closely monitor the developments, with a particular focus on the response times for 112 and other current issues, and follow up on other observations that the Swedish National Audit Office has highlighted, for example the number of calls with very long response times as well as the fact that there are systematic variations in the response times.
Mr. Speaker! If the positive development for the 112 operations does not continue, the government, according to its response in the letter, which I mentioned earlier, will consider further measures, for example constitutional regulation or a renewed review of the alarm agreement.
Mr. Speaker! As we hear, SOS Alarm's mission is complex, and to be able to handle crises, accidents, and high loads, a robust organization that functions well over time is required. The company needs better conditions when it comes to being able to plan over time. Crises can strike at any time, and SOS Alarm stands on the front line, Mr. Speaker. SOS Alarm has an important role in civil defense and must in the future be designed to and practice being a part of the total defense, in both peace and war.
We Sweden Democrats consider that the socially important activities that SOS Alarm is tasked to manage are not necessarily best carried out by a profit-oriented limited company with a multitude of activities.
Mr. Speaker! Until 1994, the company was funded with grants in order to become a profit-oriented company in 1995. One can ask whether it is correct that an activity as important for Sweden's preparedness and security as the one that SOS Alarm carries out is dependent on income from other of the company's activities. We Sverigedemokrater believe that there may be reason to consider in what form the activity functions best.
Taking into account the government's response, we will follow the development closely, and if problems persist, we are prepared to take necessary measures to ensure the operations. We must not forget how important SOS Alarm is for our country, so we in Sverigedemokraterna look forward with confidence that the development continues in the same direction.
Alexandra Anstrell (M)
Mr. Speaker! How wonderful to be in the chamber on a Monday! It doesn't happen so often. The sun is shining and here we are.
I move for approval of the committee's proposal in report FöU9.
We are here to talk about the National Audit Office's report on the emergency number 112 - the state's and SOS Alarm's handling of alarms. I am a big fan of the National Audit Office's audits. I think they are usually good reports that can contribute to improvement. If I didn't know how much has been improved at SOS Alarm over the last year, I would have been seriously concerned as this report points out very large deficiencies.
The overall conclusion is that the state and the company SOS Alarm do not ensure that calls to the emergency number 112 are handled efficiently. It is important that the goal of a maximum average response time of 8 seconds for the emergency number 112 is met. The Government has increased the compensation to the company precisely for the purpose of strengthening and securing the operations.
The report is limited to the period up to October 1, 2023. It was precisely in that week that SOS Alarm, through hard and diligent work, managed to push back and reduce response times to 8 seconds. SOS Alarm handled 4.1 million calls to the emergency number 112 last year. These are more calls than ever before, and at the same time, response times have decreased by 57 percent. It is fantastic.
War in our vicinity, escalating gang conflicts, floods and extreme weather are some examples of the events that affected the 112 operations during 2023. At the same time as the pressure has been higher than ever, SOS Alarm has carried out extensive change work that has resulted in significantly improved response times. Since September 2023, the company has been under the national goal of 8 seconds in response time and today has record-high employee pride, 97 percent.
One problem, however, Mr. Speaker, is that of the approximately 4.1 million calls received in 2023, 1.3 million came from persons without a need for assistance; they were, in other words, wrong numbers. An additional half a million calls were received in the form of pocket dials or other types of calls where the caller hung up before someone answered. Wrong numbers to the national emergency number are unfortunately a growing problem. Since they are also placed in the regular queue, the telephone queue naturally becomes longer. This becomes a problem in emergency situations, where there is an acute danger to life, property, or the environment.
I therefore take the opportunity to raise and remind about the importance of calling the right number when an accident occurs. The emergency number 112 is used in acute situations where there is danger to life, property, or the environment. Otherwise, it is 113 13 to receive or provide information regarding serious accidents and crises, or 114 14 to contact the police regarding reports, tips, or inquiries. For illness, it is 1177.
Back to the Swedish National Audit Office's review. Based on the deficiencies they have identified, they recommend a number of proposals for improvements, not least regarding governance and management. The Government, in agreement with the Swedish National Audit Office, assesses that the supervision and control of the company's operations can be developed. This can occur partly within the framework of MSB's current mandate, and partly through the Government's ongoing follow-up of the operations. The Government does not, however, share the Swedish National Audit Office's assessment that MSB should be given the opportunity to demand measures from SOS Alarm in the event of identified deficiencies. According to the Government, it should also continue to be the Government that decides on any measures due to deficiencies that emerge during MSB's supervision and control of the company.
SOS Alarm shall, according to the goal in the owner's instructions, have an average response time of at most 8 seconds for the emergency number 112. This is extremely important, and the government emphasizes that this goal is an important issue for the government, which is followed up continuously and is used as a result indicator in the budget bill. I believe that we, across party lines, agree that this is important and that we will jointly follow up on it continuously even in the committee.
The ten-year period up to 2019 was characterized by difficulties in achieving the target for average response time. When the first wave of the covid-19 pandemic reached Sweden in February 2020, it naturally caused very great pressures for the entire society. The number of calls to SOS Alarm increased sharply while sick leave among the company's alarm operators rose. The working situation for the operational personnel on duty became very strained, resulting in increased staff turnover. In that case, one must naturally train new staff, and that takes time.
On several occasions, a request was submitted to the government for increased compensation from the state to be able to recruit and train more emergency operators. For this reason, SOS Alarm was granted 15 million kronor in 2020, 15 million in 2021, and 20 million in extra compensation in 2022 so that the company could take measures in the exceptional situation. Against the background of the drastically worsened security policy situation, they have also received 25 million extra during 2022. For 2023, the compensation was increased by 45 million per year so that SOS Alarm can maintain operations and capacity. This truly shows that we consider SOS Alarm to be important.
The work of recruiting and training new alarm operators in order to reduce response times for 112 calls has also after the pandemic led to increased costs for SOS Alarm, and the company was therefore allocated 37.5 million in the autumn adjustment budget 2023.
In September, the company received a new CEO, and the organization has also been changed during 2022-2023. Development work has been undertaken under the new management. We can see that the measures taken began to take effect during 2023, and on February 5 this year, 2024, the year's accumulated average response time was 5.8 seconds. With the current development, the company should, according to the government, be able to achieve the goal for the average response time during 2024.
Mr. Speaker! The National Audit Office has not reported data after October 1, 2023, in its report, but the positive development that has occurred after that time should actually be included in the overall assessment. The problems that have existed with response times are largely explained by the effects of the pandemic both on society as a whole and on the company's operations.
If I was concerned at first when I read the report, I have now both seen other reports and been on study visits at SOS Alarm, and I see that one is heading in the right direction. I feel secure in this and would like to take the opportunity today to thank all emergency operators across Sweden for the fantastic job they do.
The deliberation was hereby concluded.
Source: The Swedish Parliament. The speeches come from the open data of the Riksdag, translated into English by AI, which may contain errors.