the connected emergency operations center

© 2013 Cisco and/or its affiliates. All rights reserved. 11© 2013 Cisco and/or its affiliates. All rights reserved.

The ConnectedEmergency Operations CenterMatt RunyanNetwork Consulting Engineer, Cisco Systems – Tactical [email protected]

March 2014

© 2013 Cisco and/or its affiliates. All rights reserved. 2

Acknowledgement

Thanks to:

Rakesh BharaniaNCE,Cisco TacOps

For initial Networked EOC whitepaper, available upon request


Who am I?

• Network Consulting Engineer,Cisco Systems - Tactical Operations

• Volunteer Firefighter / EMT-B,Apex (NC) Fire Department

• Communications Unit Leader (COML),NCTF-4 USAR (Type III)


Agenda• About Cisco Tactical Operations

• Connected EOCConcept and Design

• IT/Security Considerations

• EOC Communications SuiteResiliencyRedundancyVoice/Video/DataInteroperability

• Testing Your Solution & Training People

• Q&A

• Conclusion


Cisco SystemsTactical Operations


Tactical Operations

To deliver a unique level of service in corporate and individual risk mitigation, critical network availability, and rapid recovery from natural or man-made disasters through a highly skilled team of operational and technical experts.

Corporate SocialResponsibility / Emergency ResponseInternal SupportIndustry Influence

and Thought LeadershipBusiness Enablement

and Consulting

Team Mission Team Focus Areas


TacOps Delivery Platforms• Network Emergency Response Vehicle (NERV)

• NIMS Type II Mobile Communications Center

• Large scale network services core

• Emergency Communications Unit Trailer (ECU)

• NIMS Type III Mobile Communications Center

• Large scale network services core

• C17 airlift capable

• Mobile Communicator Vehicle (MC2 / MCV)

• NIMS Type IV Mobile Communications Center

• Medium scale network services core

• Emergency Communications Kit (ECK)

• Rapidly deployable communications capability

• Airline check-in or carry-on form factors

• Each platform evolves as technology improves!

“Respond locally, communicate globally”


Advanced Technologies on the NERV• Satellite, BGAN, 4G Cellular

• Land Mobile Radio (LMR)

• Cisco IPICS

• Cisco Wireless LAN (Mesh)

• Cisco Unified CME (VoIP)

• Cisco TelePresence (over satellite!)

• Cisco Video Surveillance

• Cisco Digital Media Encoder

• Cisco ISR routers (DMVPN, IPsec, WAAS)

• Security (Firewall and IDS / IPS, Web Security Appliance)


Emergency Communications Kit (ECK) Portable self-contained kit

Rapidly deployable

Ruggedized shock-mounted case

Easily integrated with satellite or other Internet backhaul

Cisco Branch Office Router

Wired and wireless IP phones

Switch

Wireless access points

UPS


Connected EOC


EOC Functions

Coordinating Resources

Policy Making

Operations

Information Gathering

Public Information Dissemination

Hosting Visitors


EOC Design: Key Considerations• Location and potential hazards

First you must survive the disaster, then respond

• Building layout and Personnel support

• IT and Information Security in Critical Path

• Understanding workflows & NIMS Requirements• Within EOC (individuals / teams)• EOC to outside agencies & entities - interoperability

• The EOC Communications Suite:• Resiliency and Redundancy of key functions / systems• Information Security in the EOC• IP Telephony and Video Systems• Wireless Networks• Remote Access and Interoperability Systems


IP Networks Are Now Mission Critical

Implication: Engage your IT and Information Security resourcesearly and often!


Understanding Workflows:Intra-Agency• Example: “Watch Desk” -> IC -> Operations -> Logistics ->

Finance/Administration

• Have backup points of contact orline of succession for key positions.

• Workflows can influence physical layout of building(video walls, breakout rooms, separate area for media)

• Individuals may be grouped by ICS Position, Branch or other function (Logistics, Law Enforcement / Fire / Public Works, etc.)

• Smooth flow of information for best situational awareness is critical for crisis decision-making


Understanding Workflows:External Agencies / Entities• Information Sharing for Situational Awareness

• Mutual Aid / Resource Requests

• With whom do I need to talk to and share information?• Peer Level: Adjoining Cities / Counties• Higher Level: County -> State, State -> Federal• Lower Level: State -> Regional, Regional -> County• Other Organizations: Military, Utilities, Red Cross,

VOAD, Fusion Centers, Businesses• Public Information: News Media,

Social Media (value in two-way conversation)

© 2013 Cisco and/or its affiliates. All rights reserved. 16© 2013 Cisco and/or its affiliates. All rights reserved. 16

Cisco EOC


EOC Communications Suite• Telephone (internal PBX systems, PSTN and NAWAS)

• Land Mobile Radio Systems

• Email, file sharing and group collaboration(Intranet websites, wikis, chat tools, web-based meeting tools)

• Specialized apps, incident management tools and databases(WebEOC, E-Team, CAD, NCIC/DCI, resource catalogs, HR, finance, digital signage, EAS/IPAWS, etc.)

• Video tools (Video Teleconferencing, video surveillance, analytics)

• Remote access (VPN, Email and Web)

• Mobile Apps for Smart Phones & Tablets

• Wireless Intranet and Internet access for employees and guests


Ensuring Availability and Access:Information Security in the EOC• Typical Threats:

Service Disruption

Network abuseUnauthorized access

• Defense in Depth(policies, awareness, firewalls, AV, content filters, IDS, etc.)

• Suite of tools(detection, reporting, alerting, mitigation, auditing)

• Maintain some ease of use- otherwise, users will circumvent security


Ensuring Availability and Access:Resilient and Redundant Networking• Redundant network hardware and

cabling

• Independent A/B Power feeds

• Server clustering for High Availability

• Data backup and restore

• Cloud services – do your homework!

• Sometimes,less complex = more reliable

• Cost vs. reliability tradeoffs


Ensuring Availability and Access:Resilient and Redundant Networking• Converged IP voice and data network = flexibility

• Remote access for alternate locations and mobile workers

• Stable Power required for stable communications - Redundant generator / UPS systems with aggressive PM

• Redundant circuits – diverse mediae.g.: DS-3 and VPN on business-class cable modem, 4G, VSAT

• Physical path diversity: backhoe example

• Good relationship with service providers. Know escalation paths!

• TSP on critical circuitshttp://www.dhs.gov/telecommunications-service-priority-tsp

• Document and test “failover” processes

http://www.dhs.gov/telecommunications-service-priority-tsp






Cloud considerations• Resiliency: Where does my data live? Known hazards?

• Resiliency: Backup and Restore documented and tested

• Redundancy: Redundant HW, network, power, etc.

• Redundancy: Options for local production and cloud DR instances

• Security: Who has access and control?

• Security: Do provider’s security measures meet requirements?


IP Telephony• Increased Flexibility

• Decreased TCO

• Unified Communications(voice, video, chat, voicemail, fax)

• “Survivable” solutionsresilient to server failures

• Cloud services – do your homework!

• Proper design is imperative(Capacity, Quality of Service)

• Underlying network must be stable


Importance of Video• Enhanced collaboration experience

• Real-time information for situational awareness (CCTV surveillance / traffic cameras, analytics)

• PC Desktop screen sharing capabilities

• Dedicated VTC units, PC, smartphone, tablet apps

• Web-based services for meetings

• Video walls for common operational picture


Remote Access• VPN Software allows Work-from-Anywhere flexibility

• Hardware Solutions for single, multi-user sites or vehicles


Wireless Networking Considerations• BYOD (Smartphone / Tablet)

• Laptops and USB Dongles

• Backup connection methods

• Guest vs. Trusted user access

• Interference mitigation technology

• WiFi:2.4/5.8 GHz - shared4.9 GHz Public Safety Exclusive

• 4G/LTE:Commercial networksFirstNet 700 MHz for Public Safety


Communications interoperability• More than just radios!

• Voice, Video and Data sharing

• 5 Rights of EmergencyCommunications:

• Right Information• Right Time• Right Person• Right Format• Right Device

• Many solutions: choose carefully(and implement even more carefully)

• Poorly implemented interop solutions cause more harm than good


Train your people• Give employees (and volunteers) the proper training to operate in

sub-optimal environments

• Ensure periodic opportunities to learn updated processes and technology

• Set goals for each individual in what they are expected to do in each situation

• Seek feedback on how to improve processes after exercises and actual events


Test your capabilities• Design realistic scenarios:

Success can build morale, and stress helps find weaknesses

• Develop exercise injects based on real-world issues

• Include EOC Building evacuation scenarios often overlooked(e.g. fire alarm, hazmat, bomb threat)

• Involve your PIOs and IT and other support staffin addition to traditional responders

• Test failover and relocating to alternate sites:Do all critical processes and tools still work?

• Document results, seek feedback and work to improvefor “next time” - on a real incident or exercise


Q&A


Connect and Engage With Us:Web, Email, Social Media On Cisco.com:

http://www.cisco.com/go/tacops

Email: [email protected]

Facebook: Cisco TACOPShttp://www.facebook.com/cisco.tacops

Twitter: @CiscoTACOPS

Slideshare.net: ciscotacops

http://www.cisco.com/go/tacops

mailto:[email protected]

mailto:[email protected]

http://www.facebook.com/cisco.tacops

http://www.facebook.com/cisco.tacops


In Summary• Cisco Tactical Operations: please

engage with us and tour our vehicles!

• Connected EOCConcept and Design

• IT/Security Considerations

• EOC Communications SuiteResiliencyRedundancyVoice/Video/DataInteroperability

• Testing your solution


Thank you.

the connected emergency operations center

Documents

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cisco systems tactical

usar type

critical network availability

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apex nc

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