An increasing number of residents are turning to the city’s 911 emergency hotline, with improved response times and wider access resulting from the integration of more telecommunications providers into the system.
According to data from the city government released Tuesday, a total of 17,006 legitimate calls were received by the Baguio Smart City Command Center so far in 2024. These calls were dispatched to the appropriate agencies, including the Philippine National Police (PNP), Bureau of Fire Protection (BFP), Emergency Medical Service (EMS), and other medical facilities.
“There is a bigger number of legitimate callers at present, which means more are gaining access and trusting in the services of 911,” said Aileen Refuerzo, chief information officer of the city government.
Of the total calls, 3,328 were emergency-related and addressed by the PNP, BFP, City Disaster Risk Reduction and Management Office (CDRRMO), and EMS. The remaining 13,678 calls were inquiries and general assistance requests, all of which were promptly addressed.
Additional calls were received via the dedicated hotlines of the CDRRMO and EMS, along with 1,066 incident reports relayed through very high frequency (VHF) radio communication from the Baguio City Police Office (BCPO).
Refuerzo said that 911’s rising credibility is due in large part to its efficient response time, which ranges from as quick as one to three minutes, and up to six minutes in some cases. This efficiency has fostered greater public trust in the system.
She also credited the increased accessibility of 911 to the integration of all major telecommunications companies into the system. This change allows all cellular and landline users within Baguio to directly connect to the city’s Smart Command Center rather than being routed through Metro Manila.
“Maybe because it is now easier to call with all the telecom companies on board. When you’re in Baguio and you call 911 using a cellphone, your call now goes directly to the Baguio Smart Command Center, not to the 911 call center in Metro Manila,” Refuerzo explained.
The cross-connection of major providers — including Smart Communications, Talk and Text, Globe Telecom, Touch Mobile, and PLDT — now ensures that calls to 911 are routed directly and efficiently to Baguio’s local command center.
Mayor Benjamin Magalong previously stated that the development and growing use of Baguio’s 911 system affirms its role as a vital component of the city’s public safety infrastructure since it was launched in 2021.
“This proves that the Baguio 911 continues to develop as a cornerstone of the city’s public safety infrastructure, offering residents a crucial resource for emergency response,” the mayor said.