Kuala lumpur: The Next Generation Malaysian Emergency Response Services 999 (NG MERS 999) system has experienced a significant surge in emergency calls since its launch on November 15, but operations continue to remain under control, as conveyed by Deputy Communications Minister Teo Nie Ching.
According to BERNAMA News Agency, the call volume under the new system has notably increased compared to the previous MERS 999 platform, with 95% of calls being answered and processed within eight seconds. On its inaugural day, NG MERS 999 received 50,000 calls, surpassing the previous platform's daily average of 28,000. The subsequent days saw fluctuations in call numbers, with figures reaching 60,000 on November 16 and stabilizing at 50,000 by the latest count.
Teo acknowledged the initial challenge of unanswered calls during the surge but noted that the situation improved after Telekom Malaysia (TM) bolstered the number of call center agents. The system is now more manageable, despite the sustained high call volumes. The ministry remains vigilant in monitoring the system's performance and encourages the public to report any delays in call responses.
She emphasized that TM has been directed to return all dropped calls to check if assistance is still required, ensuring coverage across urban and rural areas. The 999 service remains the primary emergency contact channel.
Teo detailed that the user acceptance testing (UAT) for the system was conducted with relevant agencies throughout the year, including the Royal Malaysia Police, Civil Defence Force, Malaysian Maritime Enforcement Agency, and the Fire and Rescue Department, alongside the Health Ministry's participation in multiple tests.
Regarding the SafeME 999 app, Teo mentioned that TM is enhancing the registration process by integrating a single sign-on login via MyDigital ID. The app, developed in 2024, has been downloaded 247,000 times, with 61,000 registered users as of yesterday.
She also explained the RM1.25 billion allocation for NG MERS 999, which covers the 12-year concession period, including development and operational phases. The system is being developed through a public-private partnership with Telekom Malaysia under a service-rental model. Existing MERS 999 maintenance contracts with TM have been extended to ensure seamless transition until the new system is fully operational.
Finally, the Dewan Rakyat approved the ministry's RM2.56 billion operating and development budget for 2026 through a majority voice vote.