First real-world implementation of video-based emergency calls (VEC) in Germany: from vision to reality

Emergency call handling relies primarily on verbal information, which is often constrained by stress, language barriers, and limited situational awareness. This article describes the conceptual design and real-world implementation of video-assisted emergency calls (VEC) at the Freiburg dispatch center (Public Safety Answering Point, PSAP). Building on longstanding experience with innovative digital dispatch solutions, the Freiburg system integrates real-time video as a dispatcher-controlled, supplementary information channel, next to the voice call, within existing emergency call workflows. The approach is characterized by defined cases, standardized activation procedures, dedicated dispatcher training including psychological safeguards, and a security-focused IT architecture separated from critical dispatch infrastructure. The Freiburg model demonstrates a structured, pragmatic, and scalable pathway for responsibly integrating live video into emergency dispatch operations.