From the 26 communication points of the State Fire and Rescue Service (VUGD), five regional call centers were established in 20 years, but the transition to three unified 112 contact centers is currently underway. With the introduction of the unified contact center platform, residents will not have to wait for redirection to the necessary service, and wider opportunities for information transfer will open up. Today, the 112 contact center was opened in Jelgava. Until now, the Zemgale regional 112 call center operated in the Jelgava part of VUGD Zemgale regional administration, but today the 112 contact center was opened in a festive atmosphere. With the introduction of the single contact center platform, citizens' calls will no longer be forwarded to the necessary operational service. Hermanis Plisko, head of the Unified Contact Center of VUGD: "Therefore, it will be positive for the person that he will give the initial information about the location, about the problem he encountered, to only one dispatcher. There will be no redirection as it is now.” The ways to convey the necessary information will also expand. Plisko: “How is a contact center different from a call center? Let's say, more or less they still receive operational information when a person needs help, but now we will receive not only a voice call, but a message. By message we understand – voice call, sms, ecall. We also look to the future, so that we can also receive some information from social networks." The transition from a call center to a contact center gave employees a much larger and more modern space, but that won't be the only change. Unlike the call center, event processing will now take place on two levels. Major Kira Banziņa, head of the Zemgale region department of the VUGD Unified Contact Center Administration: "Now the system has changed. The callers perform one duty, the resource manager is already the second level. After handling the call and evaluating the situation, transfer this event to the resource manager. Accordingly, the recipient of the call is released, can serve the next call. On the other hand, the resource manager works with service resources, sends resources to the event and works with the active event." The second 112 contact center opened in Jelgava. Last year, the first such center was opened in Cēsis. "I wouldn't want to say that we feel any big, drastic changes right now, because the transfer of calls to the single contact center 112 is still going on, and the arrangement of the platform in the digital environment is still going on. It will be fully functional only from September, if the works are completed on time. What is the plus? The fact that information is entered only once in the electronic card of initial information. The second time, other services will not have to repeat it, and this means that time will be saved both in processing and transferring information, and also in receiving the service effectively," says colonel Jānis Grīnbergs, deputy head of the VUGD. It is planned to open a third 112 contact center in Riga by autumn. It is planned that the complete transition to the new system will take place this year. The State Police, VUGD, State Border Guard, NMPD and the information center of the Ministry of Internal Affairs will operate on the unified contact center platform.