SIES Medellín is a GovTech solution developed in response to fragmented emergency services and slow response times in Medellín, Colombia. By integrating ten key agencies into a single Emergency Attention Centre, supported by advanced technologies.
Evolution of Emergency Response System in Medellín
In 1998, the Colombian government introduced a unified emergency line (123) aimed at streamlining response efforts across the nation’s cities. Medellín was among the first to adopt this innovation, consolidating previously fragmented emergency services such as firefighters, police, and healthcare providers under a single communication channel. This new approach integrated the reception, dispatch, and coordination of emergency calls, enhancing efficiency and collaboration among various agencies.
However, by 2011, the city's emergency response infrastructure, including its CCTV systems and communication platforms, began to show signs of aging. The technology, once cutting-edge, quickly became obsolete, unable to keep pace with the city’s growing demands. By 2014, Medellín's emergency services operated in silos. Citizens experiencing crises — from accidents to domestic violence — faced delayed or misrouted responses. The city’s emergency call centre operated on aging software, with minimal data sharing across agencies. Fragmented systems caused inefficiencies, prolonged emergencies, and eroded public confidence in the city’s capacity to protect its residents.
In a bid to salvage operations, the National Police provided the Information System for Monitoring and Control in Case Management (SECAD), a temporary incident management software that the Mayor’s Office customized. Given the limitations of this software, by 2016, Medellín began exploring alternatives, leading to the identification of essential requirements for a new system by 2017. A competitive bidding process in 2018 resulted in Hexagon being selected for its advanced capabilities, and subsequent testing in 2019 highlighted its potential. These initial steps set the stage for transformative changes in emergency response.
The real breakthrough came in 2020 amidst the COVID-19 pandemic, which underscored the urgent need for modernisation. Despite delays, the system was successfully migrated during a 23-hour controlled operation, integrating 16 subsystems like cameras and community alarms to automate coordination. By 2021, the new system stabilized, enabling faster, smarter, and reliable emergency responses that significantly enhanced public safety in Medellín.
Timely and Interdisciplinary Emergency Response
Nowadays, SIES Medellín (123 Medellín), operated by ESU, a public company under the Medellín District, and jointly managed with the city’s Security Secretariat, is an emergency response system distinguished by its consolidated Emergency Attention Centre, where the main emergency response entities converge in a single location. By using all available resources in the territory, this fully integrated model is unique in both the country and Latin America, so much so that the District has supported the development of similar systems in other regions of Colombia.
How does it work?
The 123-emergency response system in Medellín integrates a wide range of advanced technologies to ensure efficiency and reliability.
When someone calls 123, the system immediately georeferences the caller’s location and automatically activates nearby surveillance cameras, which focus on the scene and stream live footage to operators at the Emergency Attention Centre. This visual data is cross-referenced with alarms, license plate recognition systems, and other sensor inputs to assess the situation in real time. Field responders, equipped with body cameras and connected through video calls, stay in close communication with the centre to ensure coordinated on-site action.
The system is structured into two main operational modules:
Incident Management: This module handles the initial detection and classification of incidents. For example, when an emergency is reported, the video surveillance system flags it as a high-priority event and generates an automatic report, bypassing manual processes.
Dispatch Coordination: This module focuses on mobilizing the necessary resources. Real-time data on available emergency vehicles, their locations, and estimated response times ensure timely dispatches.
A key feature of the system is that it brings together representatives from ten critical agencies — including police, fire, health, and mobility — under one roof. This shared space allows for rapid decision-making, minimizes communication delays, and promotes seamless collaboration between institutions. Moreover, it features a "Situational Room" to monitor high-priority crimes like vehicle theft in real time.
Imagine a coordinated response to a vehicle theft in progress. A 123 call alerts the system, which immediately georeferences the location and activates nearby surveillance cameras. Live footage streams into the Situational Room, where representatives from the National Police and other key agencies analyse the data in real time. Decisions are made instantly: patrol officers are dispatched to intercept the vehicle, guided by real-time surveillance and directions from those in the room. Video calls with responders on the ground keep operations synchronised, ensuring a seamless and efficient action plan.
Designed with users in mind, the system ensures that emergencies are located quickly, and that callers receive real-time guidance and updates. Moreover, it protects sensitive information by following strict data privacy and cybersecurity protocols employing specialized information security engineers, firewalls, and access restrictions, and continuously monitoring its communication channels for threats.
What began as a fragmented emergency service has evolved into a cutting-edge, citizen-focused system powered by advanced technology and collaborative leadership. Today, it stands as a model of urban safety and GovTech innovation, setting a new standard for coordinated emergency response in the region.
