Multimedia in the PSAP and Smart Mobile Applications in the Hands of the Public

Transcription

1 Multimedia in the PSAP and Smart Mobile Applications in the Hands of the Public Michael Rosen 30 January 2012

2 Abstract DEFENDING WORLD SECURITY Learn how advanced emergency multimedia communications can be managed successfully in the same manner as skills-based ACD by directing specific request-for-service (RFS) types such as text, pictures, video, and telematics to specially-trained telecommunicators using priority queues matched to each resource type, ensuring prompt and efficient Public Safety operations in the NG9-1-1 rich-media world. Explore how the democratizing power of social media in the hands of the public will help improve public safety and public services in diverse areas from graffiti prevention to pothole detection and repair, to neighborhood watch monitoring, allowing government agencies to do more with less while improving the overall quality of citizens lives. Audience: Mid-Level Technical, PSAP Management Page 2

3 Multimedia in the PSAP How can multimedia help improve Public Safety? Key Questions 1. What types of information are expected to become available? 2. How will PSAPs manage the inflows, distribution, and outflows? 3. How will we use the information in conjunction with other systems? Page 3

4 What types of information are expected to become available? Types Voice, photo, video, text, , telematics, etc. Purposes Requests for emergency services Requests for non-emergency services Potholes, graffiti, power lines, street lights Tips, CrimeStoppers, etc. Attributes and Metadata Page 4 Emergency vs. non-emergency Actionable vs. investigative Solicited vs. unsolicited PSAP use vs. responder use Private vs. public DEFENDING WORLD SECURITY Must categorize incoming data up front in order to know how to deal with it Priority 2 Metadata drives business logic and allows for efficient request prioritization

5 MULTIMEDIA ENVIRONMENT Page 5

6 IP Location-Aware, Wideband Multimedia, PSAP to Public Citizen-Initiated Events Multimedia Desktop Apps Sensor-Initiated Events Secure Data Center Apps and Managed Services Public Information and Notification i3 Voice and Multimedia P25 Mobile and Portable Radio LMR Mission Critical Voice and Data ESINet Broadband Mission Critical Data Vehicle and Handheld Apps Page 6

7 NG9-1-1 MULTIMEDIA SCENARIOS Page 7

8 Multimedia Scenario DEFENDING WORLD SECURITY 911_Op_233: Tom R: Garage Received. Understood Fire Elm. and Please Many HAZMAT tires, send but a are picture no people on the of the inside. way. fire Attach Dispatch Photo? Fire, HAZMAT Notify: Stay Inside 911_Op_233: Tom R: Garage Received. Understood Fire Elm. and Please Many HAZMAT tires, send but a are picture no people on the of the inside. way. fire

9 Telematics Scenario DEFENDING WORLD SECURITY 3-Party Call Established Dispatch EMS Auto-Crash Notification Page 9

10 SMART MOBILE APPLICATIONS IN THE HANDS OF THE PUBLIC Page 10

11 Consumer conveniences are expected in the PSAP The public wants to Text Tweet Video Friend Connect Status Share Upload Download Any place Any time All at once! Page 11 however

12 Public Safety is Behind on Social Media Trends Wide gaps between consumer and PSAP capabilities Ours is a cautious industry Slow to adopt new technologies Best efforts delivery is not sufficient for public safety Technology that works most of the time is unacceptable Agencies face both operational and inter-operational challenges Page 12

13 How multimedia can make communities better Improved situational awareness Faster, more accurate responses More efficient use of resources Improved traffic flows Cameras, sensors, peer-to-peer systems Real-time staging of tow units Reduced violence in the city Prediction of gang activity High-quality data from within the affected communities Multiple recipients and uses of the data Page 13

14 Apps for Public Safety and Public Service DEFENDING WORLD SECURITY Goals and Benefits Increase access to services Increase citizen participation Improve community safety Maximize scarce resources Minimize non-emergency calls Citizen answers simple questions to pre-qualify and categorize each request Serves the public better, faster, and cheaper! Page 14

15 How will we use the information in conjunction with other systems? DEFENDING WORLD SECURITY Intake Dispatch Immediate response Investigative usage Reporting Inbound Data Use Now? No Yes Dispatch Send to Other Agency Analysis Records retention Reporting Investigative Analysis Ensure that multimedia acts as part of an overall system to collect relevant information and manage resources Page 15

16 Subway Assault Scenario Highly Accurate Description Physical characteristics Clothing Time, place, method of operation Report Metro Incident Integration with other systems Identification Facial recognition, SMT Apprehension BOLO Warning Public notification systems Move from reactive to proactive, to predict and prevent recurrence Page 16

17 Crime Stoppers Scenario Social networking chat Limited community of interest Photo archive crowdsourcing! DEFENDING WORLD SECURITY Squatters take over vacant house Drug activity suspected Continuous vehicle traffic Brief transactions conducted at door No imminent danger to residents Video and still images sent to police Crime Stoppers Anonymous tips with reliable documentary evidence Page 17

18 Gang Graffiti Scenario System Interdependencies Mapping Batched response Dispatch Schedule cleanup crews Records Management Site history Analysis Related crimes Retention Prosecution Gang Task Force Map gang territory Identify individual vandals Track their expansion Identify rival gangs Spot changes over time Predict crime patterns Accurate identification and categorization, fast removal, and long-term data value Page 18

19 Traffic Accident Reporting Scenario Minor vehicle damage in parking lot No injuries car is still drivable Offending driver has left the scene Automated police report sent via Report Auto Damage No need to dispatch an officer No need for driver to wait for police Immediate insurance claim submission Automated self-service of low $ value, low-priority requests Faster service with less personnel Page 19

20 MANAGING THE DELUGE Page 20

21 How will PSAPs manage multimedia inflows, distribution, and outflows? DEFENDING WORLD SECURITY Operational needs drive the technology to organize the data Possibility of receiving hundreds of GBs of data monthly Routing Forward, attach, bypass PSAP Incident association disparate sources, times, data types Storage online, backup, and archival Security access controls, logs, chain of custody Search and retrieval meta data, key words, images New methods of multimedia search will likely be required Records retention must everything be saved? How long? Need to ensure that complexity does not slow response times or make it more costly to serve the public Page 21

22 Access on Demand DEFENDING WORLD SECURITY Continuous streaming multimedia a no-go Would overwhelm networks, storage systems, and human operators Objection We re not the Police Department Liability Risk of missing something since it is impossible to monitor all feeds continuously Multimedia as supplemental information Notification that additional possible relevant information is available Authorized user decides whether to view content Use in PSAP, send to other agency, or forward to personnel in the field Much multimedia will be for investigative uses Multimedia Available View Save Send Page 22

23 Proven Information Management Techniques DEFENDING WORLD SECURITY Priority Queues Skill-Based Routing User / Role Authorities Automated Response Triage and Reprioritization Information Layers On Demand Access Categorize and prioritize inputs to optimize response TXT Page 23

24 Multimedia as an ACD Skill Set Skills-based ACD is proven, reliable, and efficient technology LAN or Network ACD over a WAN In conjunction with priority queues Directs specific request types to appropriate trained & equipped users Not all personnel need be proficient Career development incentives DEFENDING WORLD SECURITY TXT TXT Page 24

25 Information Presented in Layers DEFENDING WORLD SECURITY Search Summary Details Attachments Image Video Audio Document TXT Text Web Page Contacts Maps Page 25

26 Event Association DEFENDING WORLD SECURITY Automated continuous monitoring Real-time, as events come in, context-based Manual tools for improved decision making Near real-time for 9-1-1, or later for investigative System suggests matches based on user criteria Intuitive search tools location, content, metadata Example: Two cars collide on a rural highway Both vehicles equipped with automatic crash notification systems Event timestamps and GPS location coordinates are virtually identical Should register automatically as 1 incident dispatch once, not twice! Passing cars phone in reports of the accident manual association Photos from witness at scene indicates Jaws of Life or helicopter required Geo-tagged location indicates high probability of same incident Page 26

27 GETTING STARTED WITH MULTIMEDIA Page 27

28 Rolling out NG9-1-1 Multimedia Set your goals Know what you want multimedia to do for you Evaluate what s out there Expect innovation from existing vendors and new entrants Determine the role of technology in meeting your objectives Understand how it fits into your existing systems and networks Continue putting in the infrastructure More applications will spread the investment Embrace the interactive services model Two-way rich media communications Ensure that multimedia improves response not hinders it Encourage new forms of online interaction with the public Meet expectations concerning multimedia and smart government Page 28

29 Multimedia in the PSAP and Smart Mobile Applications in the Hands of the Public Thank You! DEFENDING WORLD SECURITY For a copy of this presentation: Marketing@CassidianCommunications.com Page 29