Línea 123 software: emergency call handling and dispatch in Colombia
In Colombia, the Línea 123 and each city’s single security and emergency number (NUSE) take emergency calls and coordinate police, fire, health and disaster management. This guide covers what the platform must do, what to ask each vendor and how K-Dispatch approaches it.
How the Línea 123 is bought and run
Each city runs and buys its own system. In Bogotá, Decree 644 of 2025 assigns coordination of NUSE 123 to the Secretariat of Security, Coexistence and Justice, and the Línea 123 technology services were contracted in 2024 by reverse auction (process SCJ-SIF-SASI-010-2024, a COP 9,343 million budget over 12 months). Public contracts are published on SECOP II. The operational challenge is the same everywhere: a call that passes between agencies loses time and context at every transfer.
What a Línea 123 platform must do
Receive on every channel
Voice, text, multimedia and alerts in one queue, with the caller’s location.
Ask the vendor: Does location arrive automatically, and on which channels besides voice?
Classify and prioritize
Protocol-based classification so the most serious case never waits behind a routine one.
Ask the vendor: How are the city’s protocols and incident types configured?
Coordinate every agency
Police, fire, health and disaster management working one incident, not each in its own system.
Ask the vendor: Does every agency see and update the same incident record?
See units, cameras and sensors on one map
AVL units, surveillance cameras and sensors beside the incident on the operator’s map.
Ask the vendor: Can operators open the monitoring center’s cameras from the incident?
Support the operator
Tools that cut capture and dispatch time without taking the decision away from the operator.
Ask the vendor: What does the system recommend, and who decides?
Measure and publish
Per-stage times, per-agency reports and data ready for management and open-data reporting.
Ask the vendor: Can it export incident data in open formats?
How K-Dispatch approaches the Línea 123
- Emergency call handling and dispatch in one platform: the call moves from call taker to dispatcher without re-entry.
- Caller location generated automatically, with incident, units, cameras and sensors on one live map.
- AI Co-Pilot for call takers and dispatchers: live transcription, scenario guidance and unit recommendations. The operator always decides.
- Multi-agency coordination on one incident record.
- Cloud, on-premise or hybrid deployment, in Spanish.
- Trusted by C5 CDMX, Mexico City’s command, control and 911 center.
Frequently asked questions
What is the Línea 123 in Colombia?
It is the single security and emergency number of Colombian cities. It takes calls and coordinates police, fire, health and disaster management. In Bogotá it runs as the NUSE under the Secretariat of Security, Coexistence and Justice.
How is Línea 123 technology bought?
Each local government contracts with its own budget, usually through public processes published on SECOP II. Bogotá contracted its Línea 123 technology services in 2024 by reverse auction.
What should a Línea 123 system include?
Multi-channel intake with location, protocol-based classification, every agency on one incident, a map with units, cameras and sensors, operator support, and per-stage and per-agency reporting.
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