Uttarakhand’s hilly terrain and dispersed population posed major challenges for emergency medical response: locating patients quickly, coordinating ambulances across districts, and maintaining accurate case records were time-consuming and error-prone. The Government adopted the NPOS Euro Fast Track Emergency Ambulance System (EAS) to modernize the 108 emergency service and improve patient outcomes.

Challenge

• Slow, manual call registration and dispatch processes.

• Limited visibility of ambulance locations and status across districts.

• Fragmented on-field reporting — paperwork delayed case closure and billing.

• Difficulty monitoring call center performance and staff utilization in real time.

Solution

EAS was deployed as an end-to-end platform across Uttarakhand’s 108 operations, combining:

• Real-time GPS vehicle tracking on an interactive map (live position, speed, route history).

• Advanced call center & dispatch dashboard for instant booking, priority setting, and nearest-vehicle assignment.

• Mobile app for EMTs to receive jobs, capture patient details, upload Patient Application Forms (PAF), and close cases digitally.

• Case management and operations dashboards to log dispatch/pick/drop times, kilometers, and generate audit trails and reports.

• Supervisory tools for monitoring agent activity, call durations, and service KPIs.

Implementation

Deployment was phased: pilot in selected districts, integration with the 108 call center, training for dispatchers and EMTs, then statewide roll-out. The mobile app and desktop dashboards synchronized in real time so call center, supervisors, and field teams operated on one source of truth.

Outcomes

• Faster coordination and dispatch — operators could instantly identify and send the nearest ambulance.

• Improved situational awareness — live tracking reduced idle dispatches and unnecessary back-and-forth.

• Higher data accuracy & accountability — digital case records, timestamps, and uploaded documents removed manual errors and sped up closures.

• Operational visibility — supervisors gained real-time insights on staff availability, call handling times, and fleet utilization.

• Better patient experience — clearer ETA communications and faster handover at hospitals.

“EAS transformed how we run our 108 operations — from reactive to proactive emergency response.” — Operations Lead (paraphrased)

Lessons Learned & Best Practices

• Start with a small pilot to adapt routing and workflows for hilly terrain and local constraints.

• Invest in EMT training on mobile data capture to maximize digital case completion.

• Use dashboards actively to optimize fleet allocation during peak hours or incidents.

• Maintain reliable mobile connectivity plans for remote areas (offline sync where needed).