Emergency Services Accessibility in Europe & REACH112

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1 Emergency Services Accessibility in Europe & REACH112 Gary Machado EENA

2 Agenda accessibility 3. REACH112 accessibility

3 About 112 Gary Machado EENA

4 What is 112? EU common emergency number - not unique Available in all EU 27 Member States (and EEA) Access to Fire, Police and EMS Free of charge Functions 24/7 Managed and financed by each Member State (not EU)

5 The «local PSAPs» Model (1) Main characteristic: calls to 112 routed to a local emergency service. The call-taker belongs to one discipline (fire, police or EMS) or or Example of countries: Austria, Germany, France, Italy

6 «Stage 1 & 2 PSAP(s)» Model (2) Main characteristic: call filtered through PSAP stage 1 and transferred to regional emergency service Example of countries: the United Kingdom, Ireland, the Netherlands

7 «Integrated Control Room» Model (3) Main characteristic: gathering of all disciplines in a single location at the regional level Example of countries: Madrid, Ostrava, Belgium provinces (in near future)

8 «112 Agency» Model (4) Main characteristic: highly trained civilian call-takers who handle both 112 calls and dispatch Example of countries: Finland, Sweden

9 «Interconnected PSAPs» Model (5) Main characteristic: 112 PSAPs using the same technology interconnected in a single network. Call in province X can be responded and handled in province Y. Example of countries: Bulgaria, Czech Republic

10 Local PSAPs Model Stage 1 PSAP Model Integrated Control Room Model 112 Agency Model Interconnected Control Rooms Model «Interconnected PSAPs» Model (5) Main characteristic: 112 PSAPs using the same technology interconnected in a single network. Call in province X can be responded and handled in province Y. Several PSAPs but actually one single virtual one. Example of countries: Bulgaria, Czech Republic

11 EU legislation Concerns almost only access to 112 (telecommunications) National legislations determines the missions, the responsibilities, the objectives e.g. the EU can not decide about the call-takers training or about the intervention times Main legislation is the Universal Service Directive

12 Universal Service Directive 112 is free of charge From landline, mobile and some VOIP In all EU countries (and EEA) Access to all services (fire, police, EMS) (Accurate) caller location provided to ES free of charge Accessibility for people with disabilities

13 112 accessibility Gary Machado EENA

14 112 accessibility legislation (1) Article 26.4 of the Universal Service Directive (2009) Member States shall ensure that access for disabled end-users to emergency services is equivalent to that enjoyed by other end-users. Measures taken to ensure that disabled end-users are able to access emergency services whilst travelling in other Member States shall be based to the greatest extent possible on European standards or specifications published in accordance with the provisions of Article 17 of Directive 2002/21/EC (Framework Directive), and they shall not prevent Member States from adopting additional requirements in order to pursue the objectives set out in this Article.

15 112 accessibility legislation (2) Resolution on 112 (July 2011) Written Declaration on 112 accessibility (November 2011)

16 Issues for 112 accessibility Speed is the access time to the PSAP and the duration of the conversation reasonable? Reliability does the solution make sure that citizens can access 112 and call-takers can understand the info in all cases? Mobility can (or could) citizens access 112 everywhere in their country and Europe and not only at local level? Spreadability is the tool used or potentially used by a majority of concerned citizens? Cost is the cost of the device (or the costs of its use) bearable and in line with the requirements for 112 (call free of charge)?

17 Fax Fax is used in several EU countries. Based on A4 sheet to be sent to a long number (not 112 or other short numbers). Pros Pre-filled sheets provide clear information about the intervention needed Cons Fax is not widely spread Very slow procedure Works only from home or office and at the local level only Special number needed Fax may not be received by 112 call-takers

18 Location-based solutions Used in few countries. Based on GPS location and pre-defined messages. Pros Very accurate caller-location (outdoor) Pre-defined messages speed the intervention Cons Usable only for emergency or assistance, not for other communications (thus not widely spread) Cost is an issue

19 Proprietary chats/112apps Chat service with pre-registration. Usually developped by 112 organisations with deaf organisations at local/regional level. Pros More conversational Users are familiar with chat services (MSN, Skype) Cons Usable only for 112, not for other communications (thus not widely spread) Works only at local/regional level

20 112 SMS SMS to 112 (or long numbers) with or without preregistration. Usually developped by 112 organisations with deaf organisations at national or regional level. Pros Very widely spread Caller-location is possible Very inexpensive Cons Delays (no priority in networks) Conversation may last for more than 10 minutes Not functioning when roaming

21

22 REACH112 Accessibility of emergency services Gary Machado EENA

23 REACH112: Total Conversation Total Conversation and Real-Time Text are internet based. It can be used on a large range of devices (mobile phones, laptops, textphones, total conversation phones, etc). It can provide direct 112 access and/or invoke relay services (text, sign language). Extension to traditional telephony Developped by deaf community and not 112 emergency services Enables several means of communications (text, sign-language, lip reading ) Very conversational Standardised, fast, mobile and inexpensive service

24 About REACH112 The project: 3-year project until June partners and 5 pilot countries (but Europe wide guidelines) Co-funded by the EC Objectives: Improve person to person communication (50%) Improve accessibility of 112 (50%) Features: IP devices to be used by citizen with Total Conversation i.e. simultaneous voice, real-time text and video for sign language for instance (SIP calling) Relay services (e.g. sign language to voice) in most cases IP-access to emergency services and forerunner for NG112

25 REACH112 Status Pilots are running since May A number of different terminals. Interoperable in video, real-time text and audio through their communication service providers. 478,966 person to person calls 74 real emergency calls handled PSAP and relay operators trained in all 5 pilot countries

26 REACH112 Pilot countries organisation Gary Machado EENA

27 Pilots: France National Emergency Platform with deaf and bilingual operators for Total Conversation according to the conversational mode of the callers

28 Pilots: the Netherlands Direct access to 112 national stage 1 PSAP with real-time text

29 Pilots: Galicia, Spain Text Relay Centre or or Direct access to 112 with Real-Time Text

30 Pilots: Sweden Video Relay Centre activated at the same time Direct access to 112 with Total Conversation (voice, real-time text and video)

31 Pilots: UK National pilot Relay Centre: sign language/text to Voice Local pilot Local emergency center (fire, EMS or Police) with sign language operator using video, text and voice

32 REACH112 Swedish Pilot PSAP

33 REACH112 Swedish Pilot PSAP

34 PSAPs in REACH112 France Spain Sweden UK The Netherlands Calls routed to newly created Stage 1 PSAP/relay handling calls from people with disabilities. Voice and data transfer to Stage 2 existing PSAPs all over France. Calls routed to Galicia s stage 1 PSAP. RTT not installed in stage 2 PSAPs. Only in Galicia Calls routed to Orebro s PSAP. TC not installed in other PSAPs in the SOS Alarm network but voice and data can be shared. (a) national: 999/112 TC calls routed to either Bristol relay (if 999 qualified relay operator logged in) or to BT TextRelay for RTT connection. In both cases the operator, talks to emergency services (b) local: 999/112 in Bristol area are routed direct to PSAP (Fire and Police) TC operator who has options, to speak, provide text, sign or invoke relay interpreter Calls routed to the national 112 Stage 1 PSAP. Voice transfer to Stage 2 PSAPs.

35 Integration France n.a: Creation of a 1 st level emergency call service Spain Sweden Semi-integrated: CAD system and RTT client run in same workstation Semi-integrated: TC softphone is stand-alone but placed on same table as the standard equipment. Audio to/from relay service is integrated with standard 112 PSAP-system with a manual PSTN-call from relay service. UK The Netherlands Standalone workstation installed alongside existing voice services (in Avon and Sommerset PSAP partners) Semi- integrated: The software is running on a separate PC but is integrated in the standard work environment of a PSAP agent. Also the processes and procedures surrounding the handling of 112 Text Calls are integrated in the standard work instructions.

36 PSAP and Relay Installation and Training France Spain Sweden UK The Netherlands PSAP Installation TC platform with 3 client workstations RTT client installed in all 36 workstations 2 workstations with TC software client installed 1 works. at each PSAP partner 3 RTT dedicated workstations installed Relay Installation Installed and used by deaf agents in backup 1 workstation with RTT installed (operational 24x7) 24/7 dedicated relay service set-up Installed 2 sign relay service centres; TC (RTT) connection to 24/7 text relay service user can connect using mobile devices; lipspeaking/speech to text relay in test No relay service involved PSAP training 6 deaf and speaking operators trained to TC, 12 trained to specific deaf text. Specific National Professional Qualification created 77 1st level operators trained 17 operators received presentation training 16 trained PSAP staff on TC terminals 90 1 st level operators trained Relay Service training No relay service training 5 Operators trained 2 operators trained (Sign relay service staff) 8 sign relay; 2 lipspeaking relay; full training programme for 112 being piloted No relay service involved

37 Routing, Location and caller ID France Spain Sweden UK The Netherlands Call-routing Routing to Stage 1 PSAPs by preferences and attributes (sign language and video, text, voice) Routing to Stage 1 PSAP based on preregistration Based on preregistration only routed to one PSAP Based on preregistration Caller-ID YES YES YES YES (for TC calls) Routing to Stage 1 PSAP based on preregistration YES Callerlocation the postal address, caller location as determined by IP location, GPS (etc), Orange API No* (Nokia RTT - SITREM RTT. Location data received but unused) System prepared for Caller-location but only one of our clients support it and we have issues with PSAP firewall. No Home address

38 REACH112 Peformance Key findings: Very low number of emergency calls (74 over 12 months) Calls are recorded with full media (few issues) Call-back is possible in all countries Time to handle calls: same as for voice 112 calls to triple Comparison with 112 SMS: 4 times quicker (Sweden)

39 REACH112 installations in PSAPs Assessment REACH112 is successful calls with Total Conversation can be made and are being made. End-users have been very positive about it. PSAPs enjoy the possibility to receive video very much. Calls are recorded and PSAPs can call-back It shortens the conversations vs SMS (e.g. by 76% in Sweden). But improvements are needed... Currently separate IP-access for REACH112 No full integration in PSAP environment Many 112 providers didn t integrate it yet (same TC clients for end-users) Routing only to one PSAP based on pre-registration Almost no automatic location information Total Conversation for more emergency calls for cost-efficiency WE BELIEVE THE WAY FORWARD IS NEXT GENERATION 112 REACH112 Final Conference, June 2012

40 Questions? For more information: Gary Machado - gm@eena.org REACH112 Final Conference, June 2012

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