The focus of the European Union workshop in Luxemburg held two years ago was to study the problems inherent in the implementation of the single European emergency call number 112. Several problems were identified, example the problem with multilingualism (handling calls in other languages) and the location of emergency calls. The result of this was that the citizen and his/her right to information now had gained increased attention – the citizen is now in focus. At this workshop we took further steps for development and improvement of the implementation of the single European emergency call number 112, and the work that was initiated in Luxemburg was continued. This workshop had its focus on 112 operators and how organizational solutions could cover better the need for interface between man and technique.