arizona 911 enterprise stakeholder meeting stakeholder engage… · ng9-1-1 myths & reality....
TRANSCRIPT
Arizona 911 Enterprise Stakeholder MeetingJuly 16, 2019
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2 Welcome...• Introductions
• A Question – What does Next
Generation 9-1-1 (NG911) mean
to you?
• NG911 Overview / Discussion
• Arizona Strategic Planning
Discussion
• Vision Discussion
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3 Hello -
Jackie MinesSenior Communications Consultant
Eric Caddy, PMPVice President and Director of Network / 911 Services
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Setting some baseline
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5 Where are folks at on the NG911 Transition?
We have not started our NG911 transition yet
We are just beginning the transition to NG911
We’ve implemented some NG911 systems compliant with the NENA i3 path to NG911
We have a NENA NG911 i3 system fully deployed
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6 Where are folks at with NG911 planning?
We have a strategic plan for NG911 transition and we rely upon it
We developed a strategic plan but it is on the shelf (SPOTS)
We should probably get a plan in place
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7 A Question for YOU -
ClickHERE
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9 NG911 Scorecard
911 services provided by local exchange carrier, no NG911 planning has occurred, no advanced NG technology exists
Groundwork and planning for NG911 is implemented. Systems are not operational and system procurement has not occurred
LEGACY STAGE
FOUNDATIONAL STAGE
Tipping point where services has migrated partially from legacy to IP-based infrastructure
TRANSITIONAL STAGE
INTERMEDIATE STAGE
Enhanced infrastructure and applications to incorporate advanced call and data delivery interfaces
END STATE STAGE
NG911 systems-based systems are in place. Rich data delivered for first responders in the field.
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10 Where is someone really at?
• Model for Advancing Public Safety (MAPS℠)
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NG911 Discussion
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12 Today’s E9-1-1 SystemPerforms three main functions:
• Associates a 10-digit number to a location (ANI to ALI)• ANI: Automatic Number Identification (think caller ID)• ALI: Automatic Location Identification (where a caller is right now)
• Validates a subscriber’s street address with Master Street Address Guide (MSAG)
• Uses an Emergency Service Number (ESN) for call routing (Selective Routing) and selective transfer of 9-1-1 calls
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13 Considerations for NG911
• Multiple standards bodies -https://www.911.gov/pdf/National_911_Program_NG911_Standards_Identification_Analysis_2015.pdf
• Multiple vendor solutions, may lead to different interpretations
• Flexible deployment options
LegacyWhat we have
now
NG911With various definitions
TransitionalAnything and
everything else
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14 Why is NG9-1-1 Important?• Changes the way the call are
processed and routed• Increases the location routing accuracy
of callers• Creates a robust and redundant call
handling system• Allows for different media types to flow
from callers to emergency responders
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15 Citizens’ Expectations• 911 must know my location
• From any device: 81% of 911 calls are from mobile devices
• Through any communications medium: Texts, Instant Messages, Video Chat
• And provide assistance while I wait for assistance
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16 How does NG9-1-1 Improve Communication?
• Allows for integrated text (MMS), data, and video data to be sent to centers.
• Allows another means for the Deaf and Hard of Hearing to contact 9-1-1 in an emergent situation
• Allows new and emerging calls for service – IoT feeds
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17
Comparing Legacy 9-1-1 with NG9-1-1Core Capabilities Legacy 9-1-1 Next Generation 9-1-1
Telephony Circuit switched (CAMA, TDM, SS7) VoIP/SIP
Communications Model Call Centric / voice based Data Centric / voice, IoT, beyond ‘calls’
Integrated media (RTT, images, video) No Yes
Call Location Static & Predefined, ESN based Dynamic, GIS Centric
Network Architecture PSTN Managed IP Network (ESInet)
Technology Infrastructure & Interfaces Proprietary Open Standards*
Call Transfer Capabilities Limited based on static routes Dynamic – policy based
Backup / Overflow Pre-defined Based on policy, dynamic re-routing
Routing Through legacy S/R Based on policy, on the fly modifications
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18 What NG9-1-1 is Not
• Text-to-911 ≠ NG911• NG911 ≠ FirstNet• It will not be the antidote for
operational shortcomings• It is more than just one of the major
components, i.e. IP network (ESInet), or NG call handling
• New technology – Market Disruptors
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19 What Else is Involved, is it just the tech?Governance
How are you going to coordinate with other
regional/State agencies?
Training
What courses need to be taught for the new
and emerging technology?
Policy & Procedure
What changes need to be made to your
policies and procedures to
accommodate the new capabilities?
Funding
How will you pay for NG implementation?
Running legacy and NG equipment simultaneously?
Employees
How will you prepare them to deal with change?
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20NG9-1-1 Myths & Reality
Myths• NG9-1-1 will enable call back to Non-Service Initialized (NSI) wireless handsets• NG9-1-1 will save money• All connected devices will know and report their own locations without action by the PSAP• NG9-1-1 will eliminate all known and unknown issues with E9-1-1 and usher in an era of peace and prosperity
Reality• NG9-1-1 by itself will not enable text to 9-1-1• NG9-1-1 is designed to support text when available• Standards work is underway in the wireless industry to
support future types of text messages• NG9-1-1 will not eliminate prank or harassing calls• NG9-1-1 will not enable call back to NSI wireless
devices• NG9-1-1 will enable more - but it may not cost
less.• In the short term, overall costs will be higher
because legacy networks must be maintained while NG9-1-1 systems are being deployed
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21 Basic Components of an NG9-1-1 System
1. ESInet2. Next Generation Core Services (NGCS)
a) Functional elements (FEs)
3. Transitional FEs (Gateways, IPSR)4. Geographic Information Systems5. Other external functional elements 6. Call handling systems7. Security basics
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22 Emergency Services IP Network Basics• NG9-1-1 Core Services (NGCS) work within an ESInet.
• Secure, Reliable, Private, Managed IP network for emergency services communications
• Public Safety Grade - Five 9s - 99.999% uptime• A Network for ALL Public Safety Agencies, not just 9-1-1• Capable of being shared by all public safety agencies• ESInet, by itself, is not i3 nor NG9-1-1• ESInets provide infrastructure for: i3 Core functional processes NGCS Interoperable agencies
ESInet
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23 Core Services Functional Elements (FE’s)
LIS
This figure is simplified for illustrative purposes
ESInet
BCFECRF
BCFESRP NG9-1-1PSAP
LVF
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24 Transitional Elements
Legacy Networks Gateway
LNG
Legacy SelectiveRouter Gateway
LSRG
Legacy PSAP
GatewayLPG
E9-1-1PSAPs
E9-1-1 Tandem (S/R)
Legacy (E9-1-1)Networks
ESInet
i3PSAP
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25 Other External Functional Elements
LIS
BCF
ECRF
BCFESRP
ESInet
This figure is simplified for illustrative purposes
i3PSAP
LVFGIS
GIS
GIS
GIS Data ManagementSI
GIS
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26
OSP LIS
VoIP
Cellular
PSTN
Enterprise BCF
ECRF
BCF
ESRP
ESInet
i3PSAP
LVF
GIS
GIS
GISGIS Data
ManagementSI
LegacyPSAP
LegacyPSAP
Gateway
LDBLSRG
LNG
Other ESInets
PRF
logging
Reporting
This figure is simplified for illustrative purposes
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27What are the Components of NG9-1-1?
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28 End State ESInet with NGCS
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NG911 Discussion Continued - GIS
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32Why GIS in NG9-1-1?
• Evolution of 9-1-1 caller 80% of 9-1-1 calls are from cell
phones 50% of those are placed from
indoors Under 25 y/o text more than talk Majority of those think 9-1-1 can
text too• Advanced analytical capabilities of
GIS allow for dynamic location of today’s 9-1-1 caller.
• Text-to-9-1-1 location challenges with interim solutions
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33 What is GIS?• Spatially Referenced Data• Queryable Attributes• Related Databases• Points,
Lines, andPolygons Not
mapping program
Layers of info
Relational database
Spatially Referenced
Data
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34 Required GIS Data for NG911
Point• Address Points
Line• Road Centerline
Polygon• PSAP Boundary• ESZ Boundary• Provisioning Boundary
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35 E911 Call Flow
ALI DBMS
2402859900
Subscriber Calling 911
Find ANIin SR
ESN 151 = PSAP AESN 215 = PSAP BESN 381 = PSAP C
2402859900 = ESN 151
Switch call to PSAP A
Voice & ANIANI dips ALI DBMS
ALI returned
The location, as ALI, comes after the call
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36 NG911 Call FlowCall routing
based on calling device location
-82.4783, 35.8063urn:service:sos
Device Calling 911
Call location found in GIS;PSAP Boundary determine Route
Routed toMadison PSAP
SIP: Voice, data, location, MMS
Location Information
Service (LIS) / LVF
Local GISLocal GISLocal GIS ECRF PSAP/ESZ
Local GISLocal GISLocal GIS
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37 NG911 Call Flow
Location Information
Service (LIS)
Local GISLocal GISLocal GIS
ExampleUSNCMadison CountyBig Ivy CommunitySeven GlensHuckleberryTrail95
Location Validation
Function (LVF)
Local GISLocal GISLocal GIS
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Strategic Planning for NG911 in Arizona
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39 Importance of Planning
“If you don’t know where you are going, you will end up somewhere else.”
Yogi Berra
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40 Is Being Reactive that Big of a Deal?
• “I’m getting stuff done”
• Consequences
– Quality– Details– Stress
• So you want to make it stop…
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How to Move Forward
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42 Where Are You Going?
• Do I really need a documented plan?
• Defines strategy and direction for the 911 Enterprise in AZ
• Guides allocation of resources to pursue this strategy
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43 Benefits of a Strategic Plan
• Sets priorities• Ensures everyone is working towards a
common goal• Easier to plan for contingencies
But keep it a living document!
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44 “Can’t I just buy the equipment and install it?”
Strategic Plan Considerations– Governance– Funding– Operations– Training– Policies– Technology– Education – for stakeholders,
Elected Officials– Other based on your environment
Just say NO to SPOTS
NO.
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Bringing Your Plan to Life – Goal Setting
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46 S.M.A.R.T. Goals
Specific Measurable Achievable Realistic Timely
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47 Looking at the Differences in Goals
• Hire a Quality Assurance Coordinator, who will be trained in the development and execution of a quality assurance program in FY2020.
• Secure resources necessary to put in place a quality assurance program including training, hardware and software in FY2020.
• Develop a Quality Assurance Program where, by the year 2021, we are assessing 2% of all incoming emergency calls for service to align with national standards.
• Develop a Quality Assurance Program.
Original Goal S.M.A.R.T. Goals
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Living the Plan
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49 When Goals Shift
• Goals may change
• Keep the momentum going when that happens
• Sometimes the shift is outside of your control
• Identify risks early and make adjustments
• Review your goals regularly
• Don’t get discouraged
• Assess, adjust and keep pushing forward
Implement
ExecuteReview
Realign
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50 Project Tracking
Regularly scheduled progress updates
– Verify progress– Identify roadblocks
Unforeseen costs/alerts to roadblocks = RISK
Create and implement a recurring stakeholder engagement
Define and implement your communication plan
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Defining Success – Strategic View
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53 Visioning and Planning
HowWho
What
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54 Visioning and Planning
Click
HERE
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55 Next Steps
• Work with additional stakeholder groups that are part of the 911 enterprise
• Establish Vision statement
• Continuing stakeholder outreach
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