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Good practice Imported

Haryana's 112 Emergency Service — AI Auto-Dispatch Pilot Cuts Response Time Toward Under 10 Minutes

India · Panchkula · See the India profile

Evidence: Observational / pre–post Top 62% 53/100 · Ask Evidence Copilot about this practice

India's Haryana 112 helpline handled 2.75 crore (27.5M) calls over four years with 92.6% caller satisfaction and response times cut to 9m33s, and began piloting AI-based auto-dispatch in July 2025 to remove manual call-routing delays.

2.75 crore (27.5 million) calls
Total calls handled (2021-2025)
92.6 %
Caller satisfaction rate (as of Dec 2025)
16 min 14 sec minutes
Average response time, before
9 min 33 sec minutes
Average response time, after
Haryana's 112 Emergency Service — AI Auto-Dispatch Pilot Cuts Response Time Toward Under 10 Minutes

Details

Maturity
Pilot
Promoter
Haryana Police / Haryana 112 Emergency Response Centre
Period
2021–present (AI auto-dispatch piloted from July 2025)
Keywords
emergency response, public safety, police, health, fire services, AI

Context

Haryana's 112 integrated emergency number (police, fire, ambulance) has operated since 2021, run by Haryana Police with health and fire department integration.

Objectives

From July 2025, pilot an AI-based auto-dispatch system intended to replace manual call-routing and cut response delays further, with plans to integrate private ambulances and improve routing to rural areas within the "golden minute" of an emergency.

Activities

AI-based auto-dispatch piloting began in July 2025, layered on top of the existing manually-dispatched 112 service.

Results

By December 2025 the service had handled over 2.75 crore (27.5 million) calls, with caller satisfaction at 92.6% and average response time reduced from 16 minutes 14 seconds to 9 minutes 33 seconds.

Conclusions

The widely reported 92.6% satisfaction and response-time figures describe the system's four-year cumulative performance under its earlier, largely manual dispatch model; they predate and are not yet disentangled from the AI auto-dispatch pilot itself, which as of the most recent reporting remains an early-stage rollout without its own published before/after evaluation.

Implementation
Indicative cost
Medium (€50k–€500k)
Time to results
Short (< 1 year)
Staffing & skills
Haryana Police, health department integration, fire department integration

Conditions for success

  • reliable underlying call-routing and dispatch infrastructure
  • integration with private ambulance networks
  • improved rural routing to meet "golden minute" response targets

Common failure modes

  • headline metrics describe the pre-AI manual system, so the AI pilot's own effectiveness is unproven
  • no independent audit or methodology disclosure was found for the reported figures

Where it fits

Governance type
state police-run emergency service
Scale
statewide (Haryana)
Income level
lower-middle-income

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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