Here’s how much it costs to operate the 10111 hotline: Does it deliver results, though?

Since its launch 20 years ago, South Africa’s 10111 emergency call centre has been operational, costing the SA Police Service (Saps) millions annually. The hotline was established to bridge the gap between crime victims and law enforcement, ensuring quick and efficient responses. However, complaints about the hotline's lack of results have risen over the years, leading to dissatisfaction and people taking matters into their own hands.

The 10111 Command Centre, located in Midrand, Gauteng, was built at a cost of at least R600 million. The system operates through a toll-free number, chargeable from landlines and a minimum tariff from cellphones. The ministry of police is not solely responsible for the 10111 system; it is part of a broader Saps Unified Communications environment, funded and managed across the organisation.

The costs associated with the 10111 system are embedded within the overall Saps Unified Communications expenditure. Specifically, R18 million has been spent on Global Emergency Mobile Communications Command and Control (GEMC3) and Mobile Data System (MDS) systems supporting the hotline over the past five financial years. There have been no upgrades or capital investments made to the system; it has only been maintained in line with the guidelines.

Acting Minister of Police, Firoz Cachalia, revealed that the Cisco Unified Communications Manager (CUCM) infrastructure system, which forms part of the 10111 system, has reached its End-of-Life and End-of-Support status. This means that software updates, security patches, and manufacturer technical support are no longer available, posing risks to operational efficiency, reliability, cybersecurity, and system sustainability.

Personnel shortages at the 10111 Call Centres have also impacted service delivery, with a ratio of available Call Centre operators to incoming call volumes that is not adequate to consistently meet demand, particularly during peak periods. Saps has submitted a procurement request to Sita for a modern, fully supported communication solution to replace the obsolete infrastructure, aiming to restore network stability, strengthen cybersecurity, improve system reliability, and ensure seamless communication channels across all affected provinces.