These new measures follow the publication of a Department for Science, Innovation and Technology review into an incident last summer when a technical fault affected the platform.
In response, the government has made six recommendations to bolster the robustness of the system. The most pressing recommendation has been implemented, with BT implementing immediate improvements to its systems to prevent similar future occurrences.
A notification system between BT, the emergency services and UK government will ensure all ambulance trusts and police forces can rapidly enact a coordinated response. In the event of a future incident, the government would also issue public advice on what to do to continue to reach the emergency services.
Michelle Donelan, the secretary of state for science, innovation and technology, said, “The incident in June of last year marked the first significant disruption to the 999 system in nearly 90 years. We are determined to prevent history from repeating itself, with public safety being absolutely paramount.
“This is why, following a thorough review of the incident, we are working with BT to establish enhanced resilience measures, ensuring the UK is always prepared to effectively address major emergencies.
“The government remains steadfast in its commitment to safeguarding the public's safety and wellbeing.”
Alongside measures to improve risk management and communications, the new recommendations focus on enhancing the UK government’s oversight during potential future incidents.
There is also more clarity on responsibilities and accountability for the 999 system’s resilience to a range of challenges. These include cyberattacks, natural disasters, high numbers of calls, and simultaneous incidents, ensuring the system is robust and can effectively respond to a wide range of emergency scenarios in the future.
The review has drawn on the evidence and expertise of all relevant stakeholders, including emergency authorities, BT, Ofcom, government departments, the devolved administrations, and local resilience forums.
All recommendations are to be implemented by the end of April 2024.