PROVINCE REPORT
PESHAWAR: The Government of Khyber Pakhtunkhwa, through the Home & Tribal Affairs Department Khyber Pakhtunkhwa, is moving ahead with the re-launch and upgradation of PEHL-911, the province’s unified 24/7 emergency response helpline.
In this regard, a high-level review meeting on PEHL-911 was held under the chairmanship of the Special Assistant to the Chief Minister Khyber Pakhtunkhwa for Home & Tribal Affairs. The meeting was attended by the Additional Chief Secretary (Home), Secretary Home, Additional Secretary Development, Project Director PEHL-911, Senior Planning Officer, Planning Officer Home, and other senior officials.
The Project Director gave a detailed briefing on the project’s evolution, stating that PEHL-911 was originally established in November 2021 with funding transferred to the National Telecommunication Corporation. Testing commenced in February 2022, and the service was formally inaugurated in April 2022 by the then Prime Minister. With the approval of the Annual Development Programme (ADP) scheme and appointment of focal persons, the province is now preparing to restore and expand the system into a fully integrated emergency platform.
Officials were informed that a Memorandum of Understanding signed with NTC in February 2026 provides the framework for a modern and resilient emergency response system. Under the Unified Call Handling System, a single 911 interface will route emergency calls to Police 15, Rescue 1122, PDMA 1700, NHMP 130, Tourism 1422, Social Welfare Bolo 1097, and other relevant departments.
It was highlighted that no new parallel call centers will be established. Instead, the system will utilize advanced technologies including Computer-Aided Dispatch, live mapping, CRM, IVR, quality assurance tools, and a cybersecurity framework incorporating SIEM and biometric access controls. Control rooms have already been established, equipment installed, and operator training completed.
The system will remain operational 24/7 and will be toll-free across all networks. It will also support SOS functionality in low or no-signal areas in coordination with the Pakistan Telecommunication Authority and cellular operators.
The Project Director further stated that the revised cost structure reflects expanded integration of six departments, redundancy mechanisms, training infrastructure, and three years of operational support. Inauguration of the upgraded PEHL-911 system is targeted for June 2026, subject to the availability of the Chief Minister Khyber Pakhtunkhwa.
The Special Assistant to the Chief Minister emphasized that PEHL-911 is designed to eliminate jurisdictional gaps highlighted during past emergencies, reduce response times, and ensure real-time coordination among all emergency services across the province. He added that with testing in its final phase, the provincial government is seeking approval of the revised PC-I to operationalize the system from July 2026.
The Additional Chief Secretary (Home) stressed that, being a critical emergency service, the control room must operate without interruption. He also underlined the importance of integrating Artificial Intelligence tools into the system to further enhance efficiency, prediction capabilities, and response coordination.
The Government of Khyber Pakhtunkhwa, through the Home & Tribal Affairs Department, is moving to re-launch PEHL-911, the province’s dedicated 24/7 emergency response helpline.
In this regard, a review meeting on PEHL-911 was held under the chairmanship of the Special Assistant to the Chief Minister KP for Home & Tribal Affairs. The meeting was attended by the Additional Chief Secretary (Home), Secretary Home, Additional Secretary Development, Project Director PEHL-911, Senior Planning Officer Home, Planning Officer Home, and other relevant officers and officials.
The Project Director gave a detailed presentation on the project. He stated that PEHL-911 was established in November 2021 with funding transferred to the National Telecommunication Corporation (NTC). Testing began in February 2022, and the helpline was formally inaugurated in April 2022 by the then Prime Minister. With the Annual Development Programme (ADP) scheme now approved and focal persons notified, Khyber Pakhtunkhwa is set to restore and expand the service into a truly integrated emergency platform.
A Memorandum of Understanding signed with NTC in February 2026 lays the foundation for a modern, resilient system. Through the Unified Call Handling System, 911 will route calls to Police 15, Rescue 1122, PDMA 1700, NHMP 130, Tourism 1422, Social Welfare Bolo 1097, and other departments through a single interface.
Characteristics – No new parallel call centers will be created. Deployment of Computer-Aided Dispatch, live mapping, CRM, IVR, quality assurance tools, and a cybersecurity stack including SIEM and biometric access. The Control rooms have been established and equipped. Operator training is completed. Inauguration is targeted for June 2026 with availability of Chief Minister Khyber Pakhtunkhwa. 911 is toll-free from all networks, usable without SIM or balance, and configured for SOS access in no-signal zones, in coordination with PTA and cellular operators.
The Project Director mentioned that to meet the expanded mandate. The increase covers integration of six departments, redundancy systems, training facilities, and three years of operations.
The Special Assistant of Chief Minister to Home stated that PEHL-911 is designed to eliminate jurisdictional gaps exposed in past emergencies, reduce response and dispatch times, and provide real-time emergency response to the citizen of Khyber Pakhtunkhwa. With testing underway and technical upgrades in the final phase, the KP Government is seeking approval of the Revised PC-I to operationalize PEHL-911 as a sustainable, province-wide emergency response system from July 2026.
The Additional Chief Secretary Home added that, as an emergency service, the Control Room must function 24/7. He further emphasized that, in view of technological advancements, the integration of Artificial Intelligence must be part of this project.
