Beyond Text to 911: Multimedia in the PSAP

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


Legacy Analog Voice

Phone Numbers no longer equal location. . .


The FUTURE 9-1-1 Networkis all about Additional Data


Minimal Additional Data


What’s missing?

An intelligent link between the data at the origination point and the data within the Public Safety Network.



99.999%


Regular Occurrences of Network Outages

99.999%


Where we have already been . . .


34 Years ago . . . .

There’s an MVA on Line 2

And line 4, and 6 and 1 . . . .

Looks like NLETS is down . . .

Again . . .


NEXT Evolution in PSAP Functionality:

“The Fusion Center”


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.


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.


SMSMMS

SessionRecording

LanguageLine

PoisonControl

SocialServices

CALLER

POLICEFIRE

MEDICAL

DATA

AdditionalData

PC3: Persistent Contextual Collaborative Conferencing


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


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


Citizens are “empowered” to choose the device used to access services

Smartphone Apps

Phone Calls

Desktop/Web Applications


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


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


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.


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.


Avaya Aura® Experience Portal:

A single solution for orchestration and automation of inbound and outbound citizen / community interactions

INBOUND/OUTBOUNDAny media

VOICE

EMAIL

MOBILE

VIDEO

SOCIAL MEDIA

VOICE

EMAIL

MOBILE

Resident Welcome

Utility Payments

EventPromotion

Pothole Patrol

Senior Assistance

GovernmentDirectory

Taxes /Court Payments


Kiosk Internet-connected PC

Public Touch Points with One Touch VideoPersonal voice, video and collaboration through any device… … and multiple applications

Web Page Email


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.




Need a Superhero to solve all of this?

You’re in the right place . . . .


Thank you for your time today . . . .