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SPF – SCDF – HTX · 2023

Emergency Video System

Bringing live video to 999 and 995 emergency calls — no app, no friction.

Public SafetyReal-timeUX Design

Role: UX/UI Designer

What is EVS

The Emergency Video System lets 999 (police) and 995 (fire/ambulance) operators initiate a live video stream from a caller's phone during an emergency. The caller gets an SMS with a link — tap it, and the browser streams live video plus GPS location back to the operations centre. No app download required.

Launched March 2023. Deployed at the Police Operations Command Centre (POCC) and SCDF Operations Centre. Covered in national media.

The Problem

When someone calls 999 or 995, operators rely entirely on what the caller describes verbally. For incidents involving injuries, fires, or accidents, words often aren't enough — operators need to see what's happening to dispatch the right response.

The solution needed to work on any phone, instantly, without the caller installing anything. Every second matters in an emergency.

USER JOURNEY MAPEmergency call workflow — before EVSCALL COMES INASSESSDISPATCHGUIDE CALLERUrgentUncertainRiskyResolvedACTION999/995 call received,caller in distressOperator asks callerto describe what'shappeningDecide what resourcesto send based onverbal infoTalk caller throughfirst aid or safetyinstructions→→→PAIN POINTSOnly audio —can't see the sceneCaller may be panicked,descriptions unreliableWrong resources sent,severity misjudgedHard to guide withoutseeing the situationEVS SOLVESOperator requests videoLive video from callerVisual confirmationTwo-way video + chatEmergency call workflow — before EVS

Constraints

  • Workflow must be seamless — operators can't fumble during a live emergency
  • Stream must be stable and reliable under pressure
  • Caller side needs to be dead simple — one tap, no confusion, no app
  • Must fit into existing operations centre workflows without disrupting them
  • Video needs to be recordable as evidence

The Flow

EMERGENCY VIDEO FLOW01Caller dials 999 / 995Emergency call connected to operator↓02Operator requests videoAssesses if visual context would help↓03SMS sent to callerSingle link — no app download needed↓04Caller taps linkBrowser opens, camera permission granted↓05Live stream beginsVideo + GPS location sent to operator↓06Two-way chatOperator guides caller via text messagesNo app install · Works on any smartphone · Court-admissible recording

What I Designed

Sole designer on this project, from tender through to delivery. I designed the full end-to-end experience across both sides of the system:

Caller side:

  • SMS with a single tap-to-stream link
  • Browser-based video permission flow — minimal steps, clear language
  • Location sharing consent
  • Visual feedback that the stream is live
  • Two-way chat with the operator
15:5447%demo.jakelyj.comLive Video FeedLIVECan you show me the surroundings?3:51 PM OfficerI am near MRT station Exit-A3:52 PM MeA nearby officer has been dispatched.He will reach you in 3 mins.3:54 PM OfficerType your messageSENDCaller Mobile View

Operator side:

  • Video panel integrated into the existing operations workflow
  • Live GPS location display alongside the video
  • Two-way chat with the caller
  • Incident details and user management
  • Recording controls
EVSDashboardIncidentsReportsSettingsDate/Time:03/11/2023 11:10Incident No:099711001181Caller:Ms Emma SimSHAREINVITE CALLERINVITE OFFICEREND SESSIONLive Video FeedLIVEJoin UserStatusOfficer 01JoinedMs Emma SimReceive PermissionMapCan you show me...Near MRT Exit-AOfficer dispatched...Thank youType your message→View PlaybackOperator Dashboard View

Deliverables

  • Complete UI design for both caller and operator interfaces
  • End-to-end user flow mapping
  • Interaction design for the SMS-to-stream experience
  • Developer handoff

Outcome

EVS is live and operational at both the Police Operations Command Centre and SCDF Operations Centre. It serves all 999 and 995 callers across Singapore — national coverage from day one.