The Impacts of NG9-1-1 on Public Safety Communication Centers September 14, 2011

1. 2011 Oregon APCO/NENA Training Conference The Impacts of NG9-1-1 on Public Safety Communication Centers September 14, 2011 Jerry Schlesinger Public Safety Systems Revitalization Program City of Portland 9/14/2011 - 1

2. Major NG9-1-1 Changes • Support for new media (text, images, streaming video, streaming audio, etc.) • New Infrastructure (no more CAMA lines; except to support legacy 9-1-1) • NEW NG9-1-1 applications (policy engines, LIS, ECRF, LVF, etc.) • New GIS based call routing (no more MSAG) 9/14/2011 - 2

3. NG9-1-1’s Implementation Timing • FCC Chairman Julius Genachowski: • “The NG9-1-1 system should be fully operational across the nation by 2020”. 9/14/2011 - 3

4. However, • NG9-1-1 is being implemented now: • March 7, 2011, TeleCommunication Systems Selected by State of Tennessee for Next Generation 9-1-1 Services. • On June 9, 2011, Synergem Emergency Services successfully routed the Nation’s first end-to-end call through an Emergency Services IP Network (ESInet). • June 15, 2011, Emergency communications leader Cassidian Communications announced today the implementation of its next generation 9-1-1 (NG9-1-1) Sentinel® Patriot® call processing solution within the Gaston County, N.C., Police Department 9-1-1 Communications Center. • DURHAM, N.C. – Beginning today (8/3/2011), Durham residents and visitors who are also Verizon Wireless customers can send a text message to 911 for emergency help as part of a six-month trial to test the potential of offering this new technology 9/14/2011 - 4

5. Takeaway: • Important to start thinking about and planning for NG9-1-1 NOW! 9/14/2011 - 5

6. New NG9-1-1 Media • Text, images, streaming audio, streaming video, and telematic devices. • Telematic devices automatically notify com-centers of events: • Accident detection • Medical alarms • Intrusion alarms • Pollution sensors • Equipment failure sensors • Temperature sensors 9/14/2011 - 6

7. NG9-1-1 Media Impacts • SOPS • Text and media hang-ups. • When to send additional media to responders (control room atmosphere). • How to handle telematic events. • Increased PTSD cases • Different when you see repercussions of an event versus hearing it. • Public education • How to use NG9-1-1 compatible devices (texting 9-1-1, sending images, video and/or audio to 9-1-1) • When to text, when to call and when to video 9/14/2011 - 7

8. Public Education Samples • First call 9-1-1 and start texting when a connection is established. • Text 9-1-1 only when calling 911 is not an option. • Takes longer to receive a text message because someone must enter the text, the message then goes through the system, and the 911 telecommunicator must read the text and then text back. • Texting is not always instantaneous, which is critical during a life-threatening emergency • Providing location information and nature of the emergency in the first text message is imperative since 9-1-1 may not be able to determine the phone’s location or speak with the person who is sending the text. • Text abbreviations or slang should never be used so that the intent of the dialogue can be as clear as possible. • Texts sent to 911 have the same 160 character limit as other text messages. 9/14/2011 - 8

9. NG9-1-1 Media Impacts (cont.) • Additional instruction and training • Understanding texting hieroglyphics (OMG, RNG@ME, etc.) • Using new equipment (logging recorders, handling calls, bridging and transferring calls, etc.) • Connecting two or more related calls to each other • New Internet and NG9-1-1 terminology: • Uniform Resource Name (URN): urn:nena:service:sos PSAP, urn:nena:service:responder.police Police agency, etc. • Uniform Resource Identifier (URI): Boston@Mass911.com, Bend@Oregon911.com, etc. • Session Initiation Protocol (SIP) 9/14/2011 - 9

10. NG9-1-1 Infrastructure • Composed of two major components: • Emergency Services IP Network (ESInet) • i3 definition -- an IP-based inter-network (network of networks) that can be shared by all public safety agencies that may be involved in any emergency. • Privately managed broadband network through which emergency calls, media, and associated data is routed from the reporting party/device to an available agent that is able to assist. • NG9-1-1 (i3) Applications -- functional elements that reside on the ESInet or at a communication center including: • Border Control Function (BCF) – protect the ESInet from virus, malware, denial of service attacks and other dangers. • Location Validation Function (LVF) – validates civic locations. • Emergency Call Routing Function (ECRF) – uses GIS technology to route calls to their final destinations. • Emergency Services Routing Proxy (ESRP) – uses a policy routing function to route emergency calls to an available PSAP and/or agent. • Legacy Network Gateway – converts legacy calls to NG (SIP). 9/14/2011 - 10

11. NG9-1-1 Infrastructure (cont.) 9/14/2011 - 11

12. Seattle Metro Regional ESInet Portland Metro Regional ESInet Central Oregon Regional ESInet Washington ESInet Idaho ESInet National ESInet Oregon ESInet ESInet a Network of Networks Optional 9/14/2011 - 12

13. NG9-1-1 Compliant Centers • Most PSAP equipment and software systems must be modified to be NG9-1-1 (i3) compliant: • IP fosters interoperability and component interchange 9/14/2011 - 13

14. NG9-1-1 Compliant Centers • Sample Requirements: • All FEs that render or generate any media type must support the media formats required for that type. • The Management Console FE will support general management functions for the PSAP including registering the URLs of the PSAPs FEs (dispatch@boec911.gov) and updating the Emergency Services Routing Proxies (ESRPs) with the current state of the PSAP. • Telecommunicators authenticate using single sign on authentication as defined in the i3 specification. • Calls shall enter the PSAP via SIP signaling [as defined in section 4.1 or NENA 08-003]. • Location shall be received with Calls with location specified in the Geolocation Header. • If a call is received with location by reference, the NG9-1-1 PSAP must use the reference to retrieve (dereference) the location through a data interface such as the Emergency Services Messaging Interface (ESMI), Emergency Information Services Interface (EISI) or other web services protocols. • The PSAP Incident Creation FE shall determine the specific dispatch agencies for the incident by querying the ECRF and the ESRP FE using the LoST interface protocol (7 ) and applicable interfaces see i3 Stage 3 document [4], ESRP section. • If the Incident Creation FE is used to close an Incident, the Incident Creation FE must initiate logging of a ClearIncidentLogEvent to the Logging Service as specified in the Logging Service section of NENA 08-003 9/14/2011 - 14

15. NG9-1-1 Infrastructure Impacts • Equipment and systems (logging recorders, CPE, CAD, etc.). • Existing and procured systems must be compliant with i3 requirements and capabilities. • Additional education and training required to understand how to operate an NG9-1-1 compliant PSAP. • Management. • SLAs and working relationships established with ESInet and hosted application systems providers. • Additional education and training required to understand how to manage an NG9-1-1 compliant PSAP (reporting metrics, policies, informing ESRP of PSAP status, etc.). 9/14/2011 - 15

16. NG9-1-1 Infrastructure Impacts (cont.) • Policy options. • Policy rules must be developed to take advantage of enhanced i3 functionality. • Minimal policies ensure centers operates similar to legacy 9-1-1. • i3 policy language and format must be used. • Advanced capabilities are powerful: • Receiving call overflows from busy or inoperable PSAPs. • Establishing policies that determine when the center is too busy to receive calls. • Time of day, day of the week based policies • Can act as ACD routing calls to available call takers as required. 9/14/2011 - 16

17. Comm. Center Organization • IP provides increased flexibility. • Support for different organizational structures including virtual PSAPs. • With proper authentication, call takers can be located virtually anywhere. • With proper radio equipment, dispatcher can also be geographically dispersed. • Call information including information entered by telecommunicators is carried with the call: • Transferred calls • Bridged calls • Updated call location • Nature code • Comments 9/14/2011 - 17

18. Virtual PSAP Examples Call Taker at Home Call Taker at Home Comm Center Airport Center Call Center 1 Call Center 2 Call Center 3 Call Center 3 Dispatch A Dispatch B FS Overflow Geographically Dispersed Center Complex Configuration 9/14/2011 - 18

19. GIS Based Call Routing -- Validation • Fixed and nomadic phones validated before emergency (9-1-1) calls are made: • No MSAG, must use GIS files/data. • Similar to today, except uses the same GIS files as used for routing. • Civic location validation process: Larger Geography Smaller Geography Country State City Neighborhood Street Range Structure Sub-structure 9/14/2011 - 19

20. NG 9-1-1 Call Routing • All calls are geographically analyzed to determine the PSAP responsible for an emergency call • Location + • Service URN • LoST • Protocol (XML) State’s Emergency Service Routing Proxy (ESRP) Emergency Call Routing Function (ECRF) PSAP URI OR ESRP 9-1-1 Call Regional ESRP or PSAP • No selective routers • No ESRKs, pANI, etc.. 9/14/2011 - 20

21. ECRF Processing – Mobile Call Mobile 9-1-1 Call • X, Y, Z • Coordinate X • ESRP forwards call’s geodetic location • ECRF completes Point-in-polygon analysis to identify containing boundary • ECRF returns name (URI) of containing polygon ECRF Service Area Polygon Layer 9/14/2011 - 21

22. ECRF Processing – Fixed Call Fixed Location 9-1-1 Call • Civic • Location X • ESRP forwards call’s civic address • ECRF geocodes call’s pre-validated address to determine its spatial location • ECRF completes Point-in-polygon analysis to identify containing boundary • ECRF returns name (URI) of containing polygon ECRF Service Area Polygon Layer 9/14/2011 - 22

23. ESRP End-PSAP Processing • Now that the regional ESRP knows which PSAP is responsible, what does it do with the information? • Location + • Service URN • LoST • Protocol (XML) State’s Emergency Service Routing Proxy (ESRP) Emergency Call Routing Function (ECRF) PSAP URI OR ESRP 9-1-1 Call Regional ESRP or PSAP 9/14/2011 - 23

24. End Point (PSAP) Selection • Regional ESRP Consults its internal policies to determine the final PSAP • Time of day • Day of week • PSAP state (open, busy, inoperative, etc.) • PSAPs and 9-1-1 authorities must set up the ESRP’s routing and other policies • Who will cover for whom • When will a PSAP’s calls be forwarded to a covering PSAP 9/14/2011 - 24

25. GIS Call Routing Impacts • No MSAG • Greater reliance on accurate and detailed GIS data. • 9-1-1 authority responsible for accurate GIS data. • Need enhanced relationship with GIS community. • No Emergency Service Numbers/Zones (ESN/ESZ) • Service provider is a function of policy as well as geography. • Default is to not provide service agencies with the call, but to obtain them as part of the call’s processing. • Need to adjust procedures or equipment to be compatible with legacy procedures. 9/14/2011 - 25

26. 2011 Oregon APCO/NENA Training Conference Questions? 9/14/2011 - 25

27. 2011 Oregon APCO/NENA Training Conference Thank you for listening 9/14/2011 - 27