beyond text to 911: multimedia in the psap
DESCRIPTION
Public Safety is on the verge of the next evolution in services with NG9-1-1. The first evidence of this is the deployment of Text to 9-1-1 in cities across the US. This initiative will begin to ready Public Safety agencies for the migration to an all IP framework that will quickly enable multi-modal multi-media information between the citizen and the call taker. Fletch discusses this paradigm shift in technology and the new constructs that can be applied to allow municipalities to better service constituents using tried and proven routing logic and constructs that have been vetted in some of the most stringent environments.TRANSCRIPT
1Proprietary & Confidential
Beyond Text to 911:Delivering a Multi-Media Experience to Public Safety Telecommunicators
Mark J. Fletcher, ENPChief ArchitectAvaya Public Safety Solutions
2Proprietary & Confidential 2
The next 60 minutes of your life ...
• Where we are today
• Where we need to go
• How we are going to get there
3Proprietary & Confidential 3
Legacy Analog Voice
Phone Numbers no longer equal location. . .
4Proprietary & Confidential 4
The FUTURE 9-1-1 Networkis all about Additional Data
5Proprietary & Confidential 5
Minimal Additional Data
6Proprietary & Confidential
What’s missing?
An intelligent link between the data at the origination point and the data within the Public Safety Network.
7Proprietary & Confidential
8Proprietary & Confidential
99.999%
9Proprietary & Confidential 9
Regular Occurrences of Network Outages
99.999%
10Proprietary & Confidential
Where we have already been . . .
11Proprietary & Confidential 11
34 Years ago . . . .
There’s an MVA on Line 2
And line 4, and 6 and 1 . . . .
Looks like NLETS is down . . .
Again . . .
12Proprietary & Confidential
NEXT Evolution in PSAP Functionality:
“The Fusion Center”
13Proprietary & Confidential
Citizens “expect” to reach ALL public services easily. Today, that can mean multiple numbers.
SocialServices
EducationDepartment
Administrative
PublicWorks
Courts
HealthDepartment
Building Department
PublicSafety
In the future, Multi-media sessions will connect citizens to any service as the number’ becomes only a routing indicator, and services are no longer dedicated to a specific path.
14Proprietary & Confidential 14
Dialed numbers are only routing indicators
• Community Health Outreach (211)• Non Emergency Services (311)• Information (411)• Traffic / Road Conditions (511)• Telephone Repair (611)• TDD Relay Services (711)• Call Before You Dig (811)• Public Safety (911)
Overall Public Safety trunking capacity needs to be dynamic and flexible so that shared resources can eliminate the need to ‘transfer back’ through the network.
Re-routing is NOT EFFICIENT TODAY.
15Proprietary & Confidential 15
SMSMMS
SessionRecording
LanguageLine
PoisonControl
SocialServices
CALLER
POLICEFIRE
MEDICAL
DATA
AdditionalData
PC3: Persistent Contextual Collaborative Conferencing
16Proprietary & Confidential 16
Future Requirement Responsibilities
Feature Comms AppVoice Communications XVideo Communications X XText Communications XEmail Communications XAmerican Sign language for Deaf / HoH X XLanguage Line Translation Assistance X XRouting Based on Citizen History X X
17Proprietary & Confidential 17
The Citizen is your Consumer
Today’s public citizen is more mobile, plugged in, informed, socially
connected, and impatient than ever before.
Citizen 2.0 individuals are more mobile and better informed, and they expect governments to support them with multiple services in ways of channels, or modes, of their choice. Today, that choice is increasingly moving away from
simple legacy voice communications.
Technology adopters
Always On
Enhanced service
expectations
Trust
Advice seekers
Internet
Mobile lives
18Proprietary & Confidential 18
Citizens are “empowered” to choose the device used to access services
Smartphone Apps
Phone Calls
Desktop/Web Applications
19Proprietary & Confidential 19
From Issue ID
to Resolution
to Recognition
From Public
to Private
to Public
Take advantage of the opportunity to upgrade the conversation to make it real-time . . . . and effective
From Non-Real-Time
To Near-Real-Time
To Real-Time From Real-time
To Collaboration
To Anytime / Anywhere Collaboration
20Proprietary & Confidential
Is There Another, Better Alternative? . . . Let the Citizen decide
Avaya Callback Assist lets citizens decide• Get a callback when a call taker is available• Schedule a callback for a specific time• Remain on hold
Giving callers control of their NON EMERGENCY interactions
21Proprietary & Confidential 21
Simple Use Case:
Any town in the US July 04 @ 19:00
CALL TAKER: “9-1-1 where is your emergency?”
CALLER: “Yeah, uh I was like just wondering what time the
fireworks were tonight?”
Call taker clicks a single button, the system then:
logs the call and caller information
plays a pre-recorded message “9-1-1 is for emergency calls only”
. . . . and the fireworks will start right after dusk like they have for the past several decades in pretty much EVERY town across America.
22Proprietary & Confidential 22
The Policy Based Rules Engine
For the past 5 years on July 4th, David J. Public has called 9-1-1 at 7:30 from 846-555-1259 asking what time the fireworks start.
Scenario 1: Call takers available. Present call taker with reminder Mr. Public calls 9-1-1 about the fireworks.
Scenario 2: No call taker available. Answer call with IVR. Provide a recorded message that includes fireworks viewing information. Que call for next available call taker. If Mr. Public hangs up, log call attempt for later follow up.
23Proprietary & Confidential
Avaya Aura® Experience Portal:
A single solution for orchestration and automation of inbound and outbound citizen / community interactions
INBOUND/OUTBOUNDAny media
VOICE
MOBILE
VIDEO
SOCIAL MEDIA
VOICE
MOBILE
Resident Welcome
Utility Payments
EventPromotion
Pothole Patrol
Senior Assistance
GovernmentDirectory
Taxes /Court Payments
24Proprietary & Confidential 24
Kiosk Internet-connected PC
Public Touch Points with One Touch VideoPersonal voice, video and collaboration through any device… … and multiple applications
Web Page Email
25Proprietary & Confidential 25
Intelligent Access to Citizen Services
• Agencies should provide smartphone apps to the public so that they can “self serve” themselves.
• Agencies should look to allow their constituents to reach them from a Smartphones and applications
• Agencies can use these tools to “reduce the time the call taker (or a self service channel)” needs to spend interact with citizens
• Smartphone access allows your agency to automate common services and processes due to the fact that they can intelligently know where the citizen is, what the citizen likely needs and who are the most appropriate resources for them.
26Proprietary & Confidential 26
27Proprietary & Confidential 27
28Proprietary & Confidential
Need a Superhero to solve all of this?
You’re in the right place . . . .
29Proprietary & Confidential
Thank you for your time today . . . .