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The Connected Emergency Operations Center

The Connected Emergency Operations Center. Matt Runyan. Network Consulting Engineer, Cisco Systems – Tactical Operations matrunya@cisco.com. March 2014. Thanks to: Rakesh Bharania NCE,Cisco TacOps For initial Networked EOC whitepaper, available upon request. Acknowledgement. Who am I?.

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The Connected Emergency Operations Center

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  1. The ConnectedEmergency Operations Center

    Matt Runyan Network Consulting Engineer, Cisco Systems – Tactical Operationsmatrunya@cisco.com March 2014
  2. Thanks to: RakeshBharaniaNCE,CiscoTacOps For initial Networked EOC whitepaper, available upon request Acknowledgement
  3. 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)
  4. 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

  5. Cisco SystemsTactical Operations

  6. 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 Social Responsibility / Emergency Response Internal Support Industry Influence and Thought Leadership Business Enablement and Consulting Tactical Operations Team Mission Team Focus Areas
  7. 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”
  8. 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)
  9. 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

  10. Connected EOC

  11. Coordinating Resources Policy Making Operations Information Gathering Public Information Dissemination Hosting Visitors EOC Functions
  12. 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
  13. IP Networks Are Now Mission Critical Implication: Engage your IT and Information Security resources early and often!
  14. 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
  15. 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)
  16. Cisco EOC
  17. 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
  18. Ensuring Availability and Access:Information Security in the EOC Typical Threats: Service Disruption Network abuse Unauthorized 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
  19. 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
  20. 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
  21. 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?
  22. 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
  23. 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
  24. Remote Access VPN Software allows Work-from-Anywhere flexibility Hardware Solutions for single, multi-user sites or vehicles
  25. 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
  26. 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
  27. 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
  28. 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

  29. Q&A

  30. Connect and Engage With Us:Web, Email, Social Media On Cisco.com: http://www.cisco.com/go/tacops Email: tacops-info@cisco.com Facebook: Cisco TACOPShttp://www.facebook.com/cisco.tacops Twitter: @CiscoTACOPS Slideshare.net: ciscotacops
  31. 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
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