Real-World advanced Emergency Call Handling for cars Saving Lives and Reducing Costs. Pierre Lecointe - PSA Peugeot Citroën.

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1 Real-World advanced Emergency Call Handling for cars Saving Lives and Reducing Costs Pierre Lecointe - PSA Peugeot Citroën.

2 Agenda PSA Peugeot Citroën : Corporate presentation PSA Emergency Call System : Solution description (IVS & Technical Chain) Deployment forecast in Europe : from 9 to 27 countries Pan European architecture of the service including national PSAP s organization Lesson learned : benefits and results Two ecall models Conclusions (tighter IT integration to improve intervention efficiency) Roads to the future (real life feedback) March 5th 2009 Alcatel Entreprise Forum 2

3 PSA Peugeot Citroën : Corporate presentation In 2007, PSA Peugeot Citroën sold 3,428,400 vehicles (car/lcv) worldwide, with more than one million outside Western Europe: 2,323,700 in Western Europe on which 748,700 in France 1,104,000 outside Western Europe (32.2% of Group sales), mostly in the emerging markets : Eastern & Central Europe, Russia, South America, China. March 5th 2009 Alcatel Entreprise Forum 3

4 PSA Emergency Call System : Solution description (IVS & Technical Chain) Vocal Call Call Center IMA Telcos NetSize SIM Customer s SIM card SMS SMS Collector March 5th 2009 Alcatel Entreprise Forum 4 PSA Intermediate Platform (Stella)

5 Deployment forecast in Europe : from 9 to 27 countries Operational Deployments : France : January 2003 Germany : September 2004 Italy : April 2005 Spain : December 2005 BeNeLux : January 2006 Portugal : July 2007 Austria : June 2008 Next steps : Switzerland : ongoing project UK : ongoing study second generation of our emergency call service in progress March 5th 2009 Alcatel Entreprise Forum 5

6 Pan European architecture of the service including national PSAP s organization GPS SMS GSM operators networks SMS PSA technical BackOffice SMS Voice Voice NetSize PSAP CALL TAKERS Emergency Call Center Contact Center IP PBX France Germany Italy Spain PSAP Call centers Transmission of a Belgium Luxembourg Netherlands qualified alert with useful information Portugal Austria France Germany to the public rescue services Italy Spain BeNeLux Portugal Austria Data PSA Telematics Platform Inter Mutuelles Assistance March 5th 2009 Alcatel Entreprise Forum 6

7 Lesson learned : benefits and results 1. Figures : over 600,000 Peugeot or Citroën vehicles equipped with a telematic solution have been sold since 2002 in the countries where the service is available: a. More than 70,000 calls have been received, b. 3,500 real ecall were processed, c. o/w 2,500 were transmitted to the PSAP, and 1,500 were crash notification; 2. Accidentology: all the calls received after a crash since 2004 are analyzed by PSA to improve the operational efficiency of the solution : 800 cases are known now. 3. Certification: PSA Emergency Call Service is the first one certified by the Ministry of Interior in France (in 2006). 4. Next step : PSA will launch a new specific telematic box connected to the car network, including embedded SIM card, GPS and GSM modules. This box will prepare offering Emergency Call service and other services on every new PSA cars sold in EU27. March 5th 2009 Alcatel Entreprise Forum 7

8 Two ecall models Voice Voice Service Providers PSAPs Dispatchers & First Responders SMS Mobile operators SMS Collector + Stella Data IMA Police Voice (112) + voice-band data in operation under definition InBand Modem Voice + voice-band data (according to EC country specific regulation, the first PSAP to be called should pertain to one of the 3 possible organization) Firefighter Emergency Medical Services PSA PEUGEOT CITROËN approach (in operation) NetSize using standard SMS transmission over the signaling channel of cellular networks exchanges application data between two standard peers EC 112 approach (under definition) InBand Modem technology performing transmission over the voice channels of cellular networks exchanges application data between two specific peers March 5th 2009 Alcatel Entreprise Forum 8

9 Conclusions tighter IT integration to improve intervention efficiency A tight integration of private emergency call services with public emergency services is a key success factor. (Service providers PSAP- Dispatchers- First Responders) Two directions are identified for the future: Improving quality and avoiding liability problems in transferring crash and vehicle information: With traffic increases, need to implement automatic transmission of the crash information. Transmission must be reliable, with a strong authentication mechanism and ideally a non-repudiation mechanism to avoid liability issue for partners, Making additional information available to rescuer s services; Besides basic and standardized information transmission, there must be a larger space for additional data to speed up and enhance the intervention: Direct access to technical information related to the vehicle Direct access to medical information about the passenger(s) Use of open communication standards (SOAP, XML, Web Services, etc.) should allow handling of the versatility of such information. March 5th 2009 Alcatel Entreprise Forum 9

10 Roads to the future real life feedback Building a solid partnership with emergency services in Europe is necessary to continue offering a value-added e-call service to the customers. The end-to-end communication chain from the car to the first responder must be made error-free and traceable. With growing penetration of ecall services, the data will be progressively transported digitally from the car up to the first responder; the interfaces between the car, the e-call Service Provider, the PSAP and the emergency control centre will become increasingly automated. Content will be enriched over the end-to-end communication chain. From the point of view of the PSAP organizations, new emergency services, not just related to car accidents, will require better, more flexible IT and communication systems. March 5th 2009 Alcatel Entreprise Forum 10

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