ASAP to the PSAP: Reducing Processing Time by Minutes for Alarm Notifications Between Alarm Monitoring Companies & PSAPs

Transcription

1 ASAP to the PSAP: Reducing Processing Time by Minutes for Alarm Notifications Between Alarm Monitoring Companies & PSAPs Bill Hobgood, Project Manager, City of Richmond, DIT Public Safety Team & Project Coordinator, APCO International Bonnie Locke, Director of Business Development, Nlets

2 Agenda The ASAP Standard How it Works PSAP Experiences Central Station Implementations Current Status Questions & Answers

3 Acronyms and Definitions APCO - Association of Public Safety Communications Officials ASAP Automated Secure Alarm Protocol CSAA Central Station Alarm Association NIEM National Information Exchange Model NLETS The International Justice & Public Safety Sharing Network PSAP Public Safety Answering Point

4 Case Study The Automated Secure Alarm Protocol (ASAP) The Birth of a New American National Standard Official ANS Name: APCO/CSAA ANS Alarm Monitoring Company to PSAP CAD External Alarm Interface Exchange Adoption Date: January 15, 2009 Standards-Based XML Converted from Custom Template to GJXDM then to NIEM No Longer a Pilot; in full production Rebranded [April 2011]: The Automated Secure Alarm Protocol (ASAP)

5 By The Numbers PSAPs 6,500 primary & secondary Police/Fire/Med Agencies 20,000+ Central Station Dispatches 22,800,000 annually 1 15,000 to Richmond s PSAP 150,000 to the Houston Emergency Center PSAPs 2010 Call Volume 250,000,000 annually 1 Source: Security Industry Alarm Coalition

6 Automated Secure Alarm Protocol - Purpose To provide a standard data exchange for electronically transmitting information between an Alarm Monitoring Company and a Public Safety Answering Point (PSAP). Generic Explanation: The exchange replaces the telephone calls between the Alarm Monitoring Company operator and the 911 PSAP call-taker.

7 Three Primary Uses How ASAP Works Initial Notification of New Alarm Event Central Station initiates notification of new alarm event Central Station Incident Number Sent to PSAP

8 Three Primary Uses How ASAP Works PSAP s Response & Acknowledgement Acknowledgement by PSAP that notification has been Accepted or Rejected PSAP Incident Number Returned to Alarm Company

9 Three Primary Uses How ASAP Works Bi-Directional Status & Response Updates Updates from Alarm Company Key-holder information Request to cancel dispatch Response to PSAP questions Updates from the PSAP Resources dispatched Resources arrived on scene Call closure with disposition Request for information

10 Goal #1 Automated Secure Alarm Protocol - Goals Alarm Monitoring Company Public Safety PSAP Eliminate the telephone calls between the Alarm Monitoring Company and the PSAP Telephone Call Volume From Alarm Companies

11 Goal #2 Automated Secure Alarm Protocol - Goals I can t understand you. How do you spell that street? I can t hear you, call back. Eliminate miscommunication between the Alarm Monitoring Company operators and the PSAP call-takers Miscommunication & Mistakes

12 Goal #3 Automated Secure Alarm Protocol - Goals Decrease processing & response times to alarm-related calls-forservice with an increase in law enforcement apprehensions made, fires more quickly extinguished, and lives saved. Processing & Response Time

13 ASAP to the PSAP Comparative Analysis Traditional Delivery Versus Use of ASAP Without ASAP: Delivery via Telephone Alarm Co Processes Telephone Call Ringing Gather Information Dispatch Units 1 ½ - 3 minutes or more With ASAP.. Alarm Co Processes No Process No Gathering Phone Information Data Call Dispatch Units 15 seconds or less

14 ASAP Outcomes in Virginia Richmond s and York County s Experiences 15,000+ total alarm exchanges transmitted: No telephone call; No call-taker involvement Spelling mistakes & accidental transposition of street address numbers eliminated No low volume headset issues No need to try to interpret accents Works efficiently regardless of how inundated call takers may be Was 1½ min - average process time w/o repetition up to 3 min (sometimes more) process time for some alarm calls Alarm operators sometimes placed on hold for 8 10 minutes The worse call in the PSAP Now 15 sec or less - average turnaround time via the interface The most accurate and concise call in the PSAP

15 ASAP Outcomes in Houston, Texas Houston s Experience Since April 28, 2011 Demographics 634 square miles (10 times larger than Richmond, Va) 2.3 million people (4th most populous city in the United States) 4th largest PSAP in the United States Consistent 13% Drop in the Number of Police Alarms Handled by a Call-taker : Houston receives more than 2,600 police alarms weekly 43,000 alarm systems monitored by 3 participating alarm companies Non-Emergency Telephone Call Volume Reduced by 15% Potential Savings of $1 - $2 million annually

16 Houston s Emergency Center

17 PSAP Challenges That ASAP Can Help PSAP telephone call taking process Call-takers must place priority in answering calls Alarm companies call on 7-digit numbers; frequent answer delays PSAP resources often limited; staffing shortages; overtime NG9-1-1 to allow citizens to send texts, pictures, and video: PSAP resources to be stretched even further Computer-Aided Dispatch (CAD) providers Dozens of CAD providers versus 6-7 alarm automation providers Four CAD tier one providers have or developing a solution Many others have expressed interest but waiting on PSAPs to come forward Outreach efforts must continue ASAP is an ANSI-standard based on open standards One size fits all no matter how small or large the agency CAD providers can develop interface once and market many times Non-vendor specific

18 Alarm Industry Challenges/Responsibilities Addresses must sync to PSAP s address file (MSAG/Geo-file) Bulk address validations From new participating alarm company to PSAPs already participating with the ASAP program To new participating PSAP from alarm companies already participating with the ASAP program Address validations confirm that address is correct within the participating jurisdiction only Does not account for addresses assigned to the wrong PSAP in the alarm company s DB Alarm companies will be responsible for using a 3 rd party service for ESN resolution New account address validations Performed automatically by alarm company s automation software when new account added Alarm monitoring companies must use event types from standardized list PSAP decides up front which alarm types it will receive (e.g. law, fire, and/or EMS) PSAP decides how to translate each alarm event type

19 Current Events Network Status BREAKING NEWS CSAA Message Broker is Operational!!!! Richmond & Vector in Production (4/17/2012) PSAP Status ASAP Operational PSAPs PSAPs engaged in testing & future PSAPs Central Stations ASAP Operational Central Stations Future Central Stations to Join ASAP

20 Current Project Status CSAA approved as a Nlets Strategic Partner Organization (May, 2011) CSAA implementing a CSAA managed message broker server at Nlets Testing has been completed Updated IEPD & schema 3.3 released to Automation and CAD Providers Alarm companies, both CSAA & Non-CSAA members can participate 75+ charter alarm companies to come on board first (including ADT) Likely to swell to 300 alarm companies over next 2-3 years Potential participation by up to 600 alarm companies over next 5-10 years Nlets has assigned two new Message Keys for alarm traffic ALQ = Alarm Data Sent by the Alarm Company to the PSAP ALR = Responses from the PSAP to the Alarm Company ORIs & Unique CSAA IDs used for routing messages

21 What is Nlets? Computer-based message switching system Provides information services and support for justicerelated agencies applications Redundancy and back up Serves all U.S. states and territories, Federal agencies with a justice component, and select regional and international agencies Delivering the right information at the right time Innovative solutions driven by end user needs Education on available services

22 About Nlets (continued) Over 1 billion Transactions a year 900,000 PC, mobile and handheld devices in the U.S. and Canada 45,000 User agencies 1.3 million Individual users

23 Nlets Information Exchanges Legacy Services for and Access To Driver and vehicle registration Criminal history records State wanted persons data Sex offender registry Probation and parole registry Concealed carry databases State warrant records Driver license and corrections images Interpol Data from Canada and Mexico Homeland Alert messages LEO Flying Armed INS databases at LESC Amber Alerts Severe weather warnings Aircraft registrations GSA federal/diplomatic plates And hundreds more!

24 Nlets Projects DL & Corrections Interstate Photo Sharing Proactive Alerting License Plate Readers Tribal Nation Sharing Bulk Cash Smuggling Expansion of Data Sets through Interpol Geo-spatial Mapping Automated Secure Alarm Protocol (ASAP) What s Next?

25 Nlets & ASAP to the PSAP Nlets- Is The Preferred Transport for ASAP Traffic Infrastructure is in place. Safe and secure Communications Intelligent Routing Scheme In operation to Thousands of PSAPs Trusted by PSAPs Preferred by the Central Station Alarm Association

26 Nlets CSAA High Level Design Nlets CSAA High Level Design XML Firewall housed within Nlets facility. Secure Certificate Authenticated hardware based VPN s to Central Stations CSAA Message Broker Server to consolidate Central Station traffic housed within Nlets site CSAA/Nlets routing wrappers

27 Nlets & ASAP to the PSAP For Nlets this is a fairly simple pass through via the secure Nlets system and network to the states then via the state network to the local PSAPs This is going to take off fast! PSAPs are anxious to reduce call time and save valuable resources CAD system vendor partners are modifying their software updates to support these transactions! Talk to your CAD provider today!

28 Expanding the ASAP ASAP Phase II (Schema 3.3) ASAP ANS up for review in CY2012 Additional fields have been added to the schema Video confirmation link for PSAPs and field responders Alarm service organization X/Y coordinates in decimal degrees Uniform list of information messages Reject messages from the Message Broker or the PSAP Accept message from the PSAP Fields can be used before next release of ANS Only Schema 3.3 will work with the Message Broker

29 Questions & Thank You for Attending!!! For More Information: APCO: External Alarm Interface Exchange ANSI, Fact Sheet, FAQs, IEPD Navigate to ASAP IEPD available at (Tools > Work with IEPDs > Search for IEPD (Keyword Alarm ) Central Station Alarm Association: Nlets: Bill Hobgood, Project Coordinator, APCO International & Project Manager, Public Safety Team City of Richmond, Dept. of Information Technology 900 E. Broad St., Room G-2 Richmond, Va (804) Cell (804) Bill.Hobgood@Richmondgov.com Bonnie Locke, Director of Business Development Nlets Phone: (623) Website: