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ETC Service Catalogue

Within 48 hours of a disaster, the Emergency Telecommunications Cluster (ETC) provides basic security communications services and shared voice and internet connectivity to humanitarian actors in the field.

Services are deployed in defined ‘common operational areas', i.e. areas approved by the Humanitarian Country Team in which the majority of United Nations (UN) agencies and Non-Governmental Organizations (NGOs) are based.

This section contains complete descriptions of services deployed by the ETC when activated.


Security Communications services

Click on the links below to view complete descriptions of each service.

Ref.  Req.  Time Description
S1.0 Standard 1st day "Simplex" operation on pre-defined emergency channels. Pre-programming of radios to the correct frequency prior to departure is required.
S1.1 Standard 1st week Basic coverage around the main operational centre. This service may require re-programming of the equipment.
S1.2 Standard 3rd week Extended coverage within Common Operational Areas, including dedicated channels.
S2.0 Standard 1st week Establish and maintain COMCEN(s) operating as per MOSS standards.
S3.0 Standard 3rd week Provide training of users and radio operators, through deployment of a radio trainer.
S4.0 Standard 1st week Programming of radios or other equipment (as per standard) belonging to individual organizations to be provided on best effort basis.
S5.0 Optional 3rd week Automated staff, vehicle and asset tracking based on VHF/UHF, GSM and/or satellite system with/without possibility of geo-fencing and alerting services.
S6.0 Optional 3rd week Alerting services to Sell-V VHF/UHF radios GSM and/or other portable devices (depending on available infrastructure). Specification of additional devices to be defined.


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Voice and Data Connectivity Services

Click on the links below to download complete descriptions of each service.

Ref.  Req.  Time Description
D1.0 Standard within 24h

Shared basic internet connectivity distributed from a single location (internet cafe). Access to corporate webmail only. This service is available for a selected list of users only.

- Level 3 description (draft)

- GATR Setup description
- GATR Setup checklist

D1.1 Standard Within 1st week and progressively expanded Shared internet connectivity distributed in an internet cafe as well as wider coverage within a common office area. Depending on available bandwidth, some services might be restricted. Access could be provided through a self registration system or a secret password system.
D1.2 Standard 4 weeks Shared internet connectivity distributed to the offices of the individual organizations within the operational area.
D1.3 Optional 1-4 weeks after request If requested by an organization; provide dedicated internet bandwidth on a cost recovery basis (i.e. VPN, leased-lines, dedicated VSAT capacity to corporate facilities).
D2.0 Standard within 24 hours Basic voice connectivity to the international phone network for the humanitarian community.
D2.1 Standard 1st week Voice connectivity to the international phone network through a number of dedicated channels depending on available lines or available/subscribed bandwidth. Voice connectivity between local users is provided.
D2.2 Standard within 2 weeks Install and maintain a local voice exchange between organizations and individuals independent from (but possibly connected to) lobal or local public services.
D3.0 Optional within 2 weeks Establish a dedicated GSM/WCDMA/LTE mobile network to be used by the humanitairan workers in the operational area(s).
D4.0 Standard   ETC connectivity services and support outside common operational areas will be provided on a best effort basis.
D5.0     High Definition video conference service.
D6.0     Provide a data centre with server hosting services.
D7.0     Provide disaster recovery services for data.


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Customer Support Services

Click on the links below to view complete descriptions of each service.

Ref.  Req.  Time Description
CS1.0 Standard 1st week Establishing a pre-determined help desk system that provides basic ICT support services related to the provided ETC services (connecting to the network, printers) on best effort basis.
CS2.0 Standard 1st week Basic business services including basic printing, scanning, copying and fax services.
CS3.0 Optional 3rd week Large scale printing and scanning facility (larger than A4 format).
CS4.0 Optional 1st week Charging station for portable devices such as laptops, tablets and mobile phones. 230v EU type power outlets will be provided.


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Coordination Services

Click on the links below to download complete descriptions of each service.

Ref.  Req.  Time Description
C1.0 Standard 1st week Assessment of common security telecommunication infrastructure needs for humanitarian community.
C1.1 Standard 1st week Assessment of common ICT infrastructure needs for humanitarian community.
C2.0 Standard 1st week Act as the single focal point with government authorities on behalf of the humanitarian community for all radio, voice and data communications related matters including importation, frequency licensing and Customs support. Frequency usage/control and allocation (VHF and HF).
C3.0 Standard 1st week Call sign management/allocation services are provided.
C4.0 Standard   Provide TC advice to CSA/UNDSS/SMT for setting up country CMOSS
C5.0 Standard 1st week

Implementation of or collaboration with existing, regular ICT inter-organization meetings (e.g. ETC WG, ICTWG). Collaboration forum description.

C6.0 Standard ongoing All project related activities, including the definition and submission for approval of a project document with well-defined objectives and timeline, a clear budget, regular (at least monthly) project report, final handover/closure.
C7.0 Standard as required, 3 days notice Coordination of the preparation of project documentation for ETC requirements such as Flash Appeals, CERF requests and inputs to the Consolidated Appeals Process (CAP).
C8.0 Optional 2nd week Dedicated NGO coordinator to ensure NGO needs are considered in planning ETC operations. Service to be deployed on a case-by-case basis.
C9.0 Standard 1st week Advice and support in regards to importation, customs and logistics services.
C10.0 Standard   Assessment of business continuity requirements in high-risk countries to determine disaster preparedness levels of the humanitarian ICT community to develop a Business Continuity Plan.
C11.0 Standard   Liaison with local vendors to negotiate rates for participating humanitarian organizations on a best effort basis.


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