best practices in next generation 9-1-1 incident … today, you’ll learn introduction why next...
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Copyright Voice Print International, Inc. and Replay Systems, 2010
Best Practices in Next Generation 9-1-1Incident Recording and Quality Assurance
Presented by
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Today, You’ll Learn
IntroductionWhy Next Generation 9-1-1? Case Study: The Vital Role of Recording and Quality AssuranceKey Elements of Centralized NG9-1-1 Incident Information ManagementBest Practices for Incident Information SharingQuestions and Answers
Today’s Presenters
Matt Stillwell, RPL, ENP – Director of Public Safety Communications, City of Edmond, OK
Serves on FEMA Task Force for Interoperable Communications since 2007Florida APCO Communications Center Director of the Year, 2005
Patrick Botz – Director of Workforce Optimization, VPISupports VPI on the NG9-1-1 ICE 8 Planning Committee and helping develop the testing standards.Published in APCO Public Safety Communications, Mission-Critical, 9-1-1 Magazine and Emergency Number Professional.
Eddie Williams, ENP – Public Safety Market Development Manager, Replay Systems
Former Bureau Chief of Communications at the Alachua County Sheriff’s Office (FL). Served 24 years with Gainesville PD/Alachua SheriffServed as APCO Florida Chapter President from 2005 to 2007
VPI and Replay - Proven Public Safety Industry Experience
100% US-based R&D and ProductionServing some of the continent’slargest PSAPs for over 15 years
Police, Sheriff and Fire DepartmentsArmed ForcesEmergency ServicesGovernment Agencies
APCO and NENA Next Generation Partner Program, NG9-1-1 ICE 8 Planning Committee Member
APCO Hot Product of the Year
GSA Approved
Emergency Communications Today
Cost & EfficiencyPressures
ConsolidationDo More with Less Resources Automate Manual, Time Consuming Processes
Interoperability
Next Generation 9-1-1 Support for:
VoIP / Hybrid CommunicationsImagesVideoText MessagesDocumentsEmailAutomaticCrashNotification
Quality Assurance &
Ongoing TrainingAssure Protocols and Procedures are FollowedComply with Laws and RegulationsLimit Liability Exposure Understand and Improve “Soft Skills”Increase EmployeeRetention
Civilian Population
Greater Citizen DemandsGrowing Security Concerns
Rapidly Evolving Technology
PSAP
Increasing Laws and Regulations
1 in 5 households rely exclusively on wireless communications.
In many regions, penetration exceeds 100%, where there is more than one mobile connection per person in the country.
Wireless Intelligence predicts six billion mobile phones worldwide by the middle of 2012.
According to the FCC, seventy percent of 9-1-1 calls come from mobile phones.
Ben Wood, mobile phone analystat CCS Insight was quoted saying:”Now almost every adult, childand domestic pet seems to have one”
Sources: BBC News - www.bbc.co.uk/news/10569081, NENA - http://www.nena.org/911-statistics
What’s Driving NG9-1-1?
What’s Driving NG9-1-1? continued
Most cell phones leased today are equipped with cameras and even full-motion video.110 billion text messages are transmitted every month - roughly 14 per day per cellular customer.An estimated 20 million households now use voice-over the Internet services rather than Telco-supplied land lines. 20% of Americans would use Facebook or Twitter in time of crisis.1
Telematics is here to stay. OnStar now has 4 million subscribers and the service is becoming standard in many new cars sold today.Hearing and speech impaired need adequate support of their alternate means of communication.Current public safety communications system is not adequate to resist / deal with malicious attacks aimed at disabling or drowning it.
1. Source: 2010 American Red Cross Survey
Why We Need NG9-1-1?
Next Generation 9-1-1 is Already Here:National security concerns and crime rates have risen9-1-1 centers have minimal ability to inter-communicate and share data across county or state boundariesLatest VoIP, cellular and wireless consumer technologies enable fast information sharing – potential to revolutionize emergency response by providing criticalreal-time, on-the-ground information.Today’s legacy 9-1-1 systems cannot deliverany of this information to 9-1-1 centersSummarized by NENA:
“Simply put, the 9-1-1 system hasnot kept up with technology and isbadly in need of modernization.”
NG9-1-1 is a ‘System of Systems’ that play well together:Comprised of hardware, software, data and operational policies and proceduresProvide standardized interfaces from call and message servicesProcess all types of emergency callsAcquire and integrate data useful for call routing and handlingDeliver the calls/messages/data to the appropriate PSAPsSupport data and communications needs for coordinated incident response and managementProvide a secure environment for emergency communications
Source:
What is NG9-1-1?
Who is in Charge?
Association of Public-Safety Communications Officials
Operational utility of technologies and education
National Emergency Number AssociationTechnical, architectural, and operational components
US Department of Transportation (DOT)Funding the NG9-1-1 project’s R&D initiativeProof of concept test completed in Sept 2008
FCCBringing 9-1-1 into the 21st century is one of the FCC’s key public safety priorities.
Vision of NG9-1-1 Architecture
Source: Bill MacMurray, NENA Past President
The Vital Role of Recording Systems
NG9-1-1 Technologies are in the Process of AdoptionRecording – audio recording usually mandatory with retention for X amount of days or when it loses it’s administrative value.Will need to comply with NG9-1-1 standards for multimedia recording in the near future…
Key Open Architecture Goals for NG9-1-1 Technologies (US DOT):
Scalability – supports varying sizes of PSAPs and 9-1-1 authorities Extensibility – adoption of future technologies without replacementReliability – redundant, multi-path connectivity, no single point of failureConfigurability – adaptable to diverse PSAP and 9-1-1 needsInteroperability – interfaces and communicates across varioussystems and networksOpenness – Uses open systems, standards and protocols
Service-Oriented Architecture (SOA) (NENA i3 standard):
Facilitator of collaborative, inter-agency response to emergencies
Copyright Voice Print International, Inc. and Replay Systems, 2010
Case Study: City of Edmond, Oklahoma
Presented by:
Matt Stillwell, RPL, ENP
Director of Public Safety Communications
City of Edmond, Oklahoma
About the City of Edmond, Oklahoma
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Police Department, Fire Department, 9-1-1Call Center and Emergency ManagementServices partner to provide the highest qualityservice and protectionFull-time recording:
5 phone/radio positions, 17 radio frequencies (Genesis) 6 Talk Groups 5 9-1-1 positions and trunks44 administrative VoIP lines
Selective ‘Retention on Demand’ recording: 72 phone usersMotorola Statewide Radio System, TriTech CAD, Intrado/Positron, Cisco Voice Over IP Phone System
Recording and Incident Recreation
Record: public safety communications, utilitycustomer service center and telephone users in the cityUse secure Web interface to quickly access recordings from anywhereRecordings stored for 7 years on network devices – major improvement over previous tapes and DVDsEasy to export, email and share recordings:
Case Evidence – internal and for a DA Showcase best practice calls - training and inspirationRecordings with goofy callers to ease the atmosphere
Case evidenceSingle calls “Real-time” sets of calls for incident recreation
What to Look for in a Recording System
Open Architecture, standards-based hardwareCentralized storage of recorded communicationsSecure web based interface – unified access to all calls from anywhereEasy to save and email files Options for flexible recording, retention on demand, and archiving rules where different user groups can have calls retained for different length of timeMake sure your vendor understands the public safety environment and the criticality of highly responsive serviceAbility to solve the majority of issues remotely
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QA vital in monitoring and measuring the effectiveness of newNG9-1-1 and related in-house training initiatives and compliance with new regulations
New QA StandardsJoint committee (APCO, NENA and others) currently drafting the Standard for QA evaluationOn the fast track to become an ANSII Certified Standard - nearly completed nowMust be able to evaluate sets of multimedia interactions along with pertinent add-on evidence (photos, videos, etc.)The Standard encompasses the entire QA process and will define what is acceptable for our industry
Slide 17
New Quality Assurance Standards
Quality Assurance and Training
Evaluate 18 employees
5 calls per employee per month, selected randomly
Detailed QA rating forms for each call type in our centerObjective: more consistent service qualityBetter transparency with staff
Progressive training method for newcomers
One-on-one and classroom training for experienced call takers and dispatchers
Considering electronic personalized training Focus on individual needs and weaknesses
Copyright Voice Print International, Inc. and Replay Systems, 2010
Key Elements of Centralized Next Generation 9-1-1 Incident Management
Presented by:
Patrick Botz
Director of Workforce Optimization, VPI
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveilance Video
Key Elements of Centralized NG9-1-1 Incident Management
Centralized Incident
Data
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Can Your Recording System Support NG9-1-1?Ab
ility
to S
uppo
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apab
ilitie
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CapabilitiesNG9-1-1 CommunicationsRecording System
NG9-1-1 Planning and Testing Initiatives
NG9-1-1 ICE 8 Planning Committeefor Interoperability with Recordingand Logging Components
Developing testing standards. Will be testing advanced IP and SIP-enabled multimedia recording solutions and interface with routing systemsWhen NG9-1-1 is fully implemented, SIP (Session Initiation Protocol) will be the protocol standard used to deliver multimedia communications over the ESInet as specified in NENA's latest i3 standards.
ICE 4 Testing scheduled for November, 2011
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I3 Communications - Inherently Multimedia
Example of i3 architecture – flow of communications and recording processes
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveilance Video
Centralized Incident
Data
Key Elements of Centralized NG9-1-1 Incident Management
Screen Recording of Multiple Monitors• Monitor accuracy of
individual agency responses
• Improve application navigation and processes
View Incident Location Map within Interaction
Console Screen Recording
Orange County 311
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveilance Video
Centralized Incident
Data
Key Elements of Centralized NG9-1-1 Incident Management
Collaborative Incident Management among agencies increases theimportance of tracking and sharing of incident IDs, types and otherdetails associated with incident recordings.In i3, the notion of incident is separated from a call – each is given itsown identifier for more flexible management and control.
Easily Tag CAD Data and Events to Recordings
The Power of Screen Analytics
NotesEntered
Incident Resolved
Incident Start32546
Fire
IncidentInteraction
Incident IDIncident TypeIncident LocationIncident SeverityIncident Status
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
Surveilance Video
Centralized Incident
Data
Key Elements of Centralized NG9-1-1 Incident Management
Image, Document and Video Uploads
View of Imported Objects and Precision Placement
Audio and Data Recording
Digital, Analog and IPTelephones and Radios
Console Screen Recording
CAD / GIS / Mapping / AVL
Screen AnalyticsIncident #s and Types, ACN
Image Uploads
DocumentUploadsVideo Uploads
Text Messaging and Email
LiveSurveillance
Video Centralized Incident
Data
Key Elements of Centralized NG9-1-1 Incident Management
Text Messaging Interim Solutions
911 Text - Sending Text via entering 911 on mobile device and having message delivered to a PSAP.
Marion County Sheriff, Florida (352/351-9111) and Black Hawk, IowaLocation? Acknowledgement? Coverage?
Short Code Text - Sending Text via a short code or other email address such as [email protected].
Numerous implementations across the USReliability of Internet? Location?
Relay Service Text - Sending Text to a National Relay Service that delivers message via voice or data to a 911 center.
Who pays for this? Inherent delay?
911 Text Back – Challenging a silent 911call with an SMS message much as we dotoday with silent calls via TTY messaging.
Canada is pursuingSmart 911 – pulls detailed information related to texterFacebook? Twitter?
Instant RecallSave or Email File(s)
Audio with or withoutScreen Video
Email Web LinkSecure Login Required
IncidentEvidencePackage
QualityAssurance
Best PracticeTraining Clips
Best Practices for Incident Information Sharing
SecureCentralized
IncidentData
Detailed Audit Trail Reporting
View and Analyze User Activity via Heat Maps and Reports
Instant RecallSave or Email File(s)
Audio with or withoutScreen Video
Email Web LinkSecure Login Required
IncidentEvidencePackage
QualityAssurance
Best PracticeTraining Clips
SecureCentralized
IncidentData
Best Practices for Incident Information Sharing
Evaluate targeted calls and entire incidents by incident type to determine adherence to the dispatch standards and protocols
Use results to identify areas which may require:
Additional trainingSupplemental coachingAdditional resources
Integrated Quality Assurance and Coaching
We also invite you to visit:www.VPI-corp.com/Resource-Library
For more information, contact us at:
Patrick BotzDirector of Workforce Optimization
Direct: 800.200.5430 x5214Email: [email protected]
www.VPI-corp.com
Eddie WilliamsENP, Public Safety MarketDevelopment Manager
Tel: (352) [email protected]
www.ReplaySystems.com
Thank you! Questions and Answers.