No Compromise To Have Both Physical Virtual 999 Side By Side Despite Ng Mers 999 Costing A Bomb

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NATIONAL telco Telekom Malaysia Bhd (TM) has ruled out that the 999-voice service has been made redundant while the SaveMe999 mobile application which cost RM1.25 bil to develop and operate has become the mandatory tool to access emergency services.
Editor’s Note: The investment for development and operation of the Next Generation Malaysian Emergency Response Services 999 System (NG MERS 999) system in Malaysia is valued at a RM1.25 bil concession awarded to TM. This 12-year contract replaces the previous MERS 999 system.
In contrast, the 999-voice service continues to operate as the primary channel for emergency assistance while NG MERS 999 serves as a complementary channel for reaching out to emergency services.
The clarification came about as TM which manages the NG MERS 999 acknowledged that some Malaysians were unable to get through to 999 or experienced slower emergency response in the early phase of the NG MERS 999 migration.
“We understand the concerns this has created for individuals and families in moments of urgency and rest assured we’re treating every incident with the highest level of priority,” the telco allayed fears in a media statement over technical complications of sorts deriving from the NG MERS 999 system.

“We’ve taken the proactive role to work with all five emergencies agencies – Health Ministry, PDRM (Royal Malaysia Police), BOMBA (Fire and Rescue Department), Malaysian Civil Defence Force and the Malaysian Maritime Enforcement Agency – to resolve the issues and ensure seamless end-to-end emergency services.”
The national telco further reiterated that Malaysia upgraded the 17-year-old MERS 999 platform because it had reached its technical limits and could no longer support the country’s evolving emergency requirements.
“NG MERS 999 was introduced to enhance accessibility, strengthen multi-agency coordination and align Malaysia with modern international emergency standards,” justified TM.
‘Think of un-tech savvy old folks’
Whether Malaysians can heave a sigh of relief with the latest TM statement remains to be seen given TM has two days prior (Nov 18) insisted that “voice calls remain fully functional and can be used as usual” only for some users to experience slower-than-usual response.
“I can verify (that) the 999 line is now harder to connect and even if they do connect, the operator will ask us to download the app before hanging up,” lamented one caller in an insinuation that TM has reduced its call centre manpower in anticipation of ‘full migration’ to the NG MERS 999 system.


This concern runs parallel with fear expressed by one self-proclaimed software engineer who penned a sensible assessment of the NG MERS 999 system following a recent post by tech media outlet SoyaCincau which deemed the new-gen system “to be an over-complicated way to call for help”.
“Critical services should not rely on mobile apps as the primary interface. I’ve no issue with the app existing but making it required is irresponsible,” opined jshamsul.com (@jibone) whose views stands out among hundreds if not thousands of grouses on the NG MERS 999 aired on social media platforms.

“It’s also absurd to think that such a critical app would need an approval from Apple App Store or Google Play Store to be listed.”
Other netizens who raised valid concerns is one from にゃだくろうどう (@NDarkroad) who painted the following scenario:
“Imagine old folks who live alone use their Nokia 3310 to call 999 after developing chest pain but only for the operator ask him/her ‘to order’ an ambulance through an apps. Does this make sense?”

Another simply put it bluntly: “If there’s an emergency in an area with no internet, does that mean we’re doomed to die or what?”

The bottom line as aptly pointed out by one human rights crusader is that “there should never be these ‘isolated cases’ under emergency services”.
“Saying it’s isolated cases when it impacts PATIENTS actually shows how much they don’t give a damn about a life that might be lost due to their own greed and negligence,” lambasted XIV Pro-nouns (@IchiXIV) in reaction to an earlier claim by the Health and Communications Ministries along with TM that the recent NG MERS 999 system hiccups “are isolated and that the platform is operating normally”.

This follows reports from NGO-run ambulance operators in Penang of app glitches with some patients reportedly waiting hours for assistance. – Focus Malaysia

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