The Telematics Interface with PSAPs. ATX North America - Europe

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Horace Long
10 years ago
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1 The Telematics Interface with PSAPs ATX North America - Europe

2 Automakers Served Toyota Safety Connect TM Lexus Enform TM BMW Assist TM Mercedes-Benz Tele Aid TM Peugeot Services Mobiles TM Rolls-Royce Assist TM Maybach Tele Aid TM

3 European coverage of existing services Full services countries (customers home countries): - Germany - Italy - France - UK - Austria ATX EU Call Center coverage of languages 39 Response Specialists 23 Native German speakers 8 Native Italian speakers 8 Native French speakers Roaming countries: - for Pan-European cross-border services: - Germany - Austria - Italy - San Marino - France - Stato del Vaticano - Monaco - Andorra - UK - Liechtenstein - Switzerland - Benelux 2009 Cross Country Automotive Services, Inc. and ATX Group. Proprietary and 3 3

Roaming countries: - for Pan-European cross-border services: - Germany - Austria - Italy - San Marino - France - Stato del Vaticano -

4 Our Qualifications To Talk About PSAP-TSP Interface Processing ecalls since 1996 in North America; since 1997 in Europe (Germany); UK 2003, Italy 2004, Austria 2006, France 2008; Spain, BeNeLux, Andorra, Liechtenstein, Monaco since Member of CENT/TC 278, Intelligent Transport Systems E Safety- Third party supporting ecall operating requirements. Worked with Association Public Safety Communications Officials (APCO) and National Emergency Number Association to develop TSP interface guidelines/standards. Worked with International Association of Emergency Dispatchers on Protocol 34. Member of U.S. Center for Disease Control and Prevention s Expert Panel on Advanced Automatic Collision Notification and Triage of the Injured Patient New Vehicle Date Field Triage Criteria.

Worked with Association Public Safety Communications Officials (APCO) and National Emergency Number Association to develop TSP interface guidelines/standards.

5 North American ecalls AIRBAG CALLS Total signals received: 10,092 Total calls dispatched to PSAPs: 8,034 MAYDAY CALLS Total signals received: 538,756 Total calls dispatched to PSAPs 5,406

6 European ecalls 20,000 ecalls annually 91% manually activated 9% airbag activated Only 15% truly involve emergencies.

7 What Do We Filter Airbag Calls -- Service technicians Faulty or sensitive sensors. Post crash damage People get out of the car Runaway signals damaged sensors Ecall button Different Definitions of What Constitutes An Emergency In-Vehicle Interface button is uncovered, just handy Many involve breakdowns, lost traveler

Post crash damage People get out of the car Runaway signals damaged sensors

8 Third Party Call Center Actions for PSAPs No special PSAP technology needed. Just starting processs of bringing emergency calls into native lines with location. Location by GPS coordinates or cross streets. Location is more accurate than cell phone. ATX can continue to monitor situation until first responders arrive. Information transmitted by Web interface. EU webpage for a structured fast and accurate data transmission especially in a cross border ecall situation (several languages are handled) Calls screened for actual emergencies

Location is more accurate than cell phone. ATX can continue to monitor situation until first responders arrive.

9 Website The website URL is already reserved. - In the moment the page can only be accessed from inside ATX (based on firewall configuration) - The Webpage will start in the language of the local Webbrowser/operating system - currently 6 languages are supported (German, English, Italian, French, Spanish and Dutch) - easy to add other languages - The language can be switched on every page whenever needed. A user login concept is already implemented Emergency call data can be accessed either by the access code or by username and password. With the access code only the record can be seen which is related to these access code. With the user login all records can be seen (depending on the defined user profile) All data are only accessible for 2 hours after publishing it in the WeCC. The reason of this is, to have a higher security for data protection. 9

languages are supported (German, English, Italian, French, Spanish and Dutch) - easy to add other languages - The language can be switched on every page whenever needed.

10 Website (English) - All possible data are shown - The data which were checked by the agent in the WeCC are shown in bold and with a checked symbol. - The location is shown - in text form by street, city, - also by WGS Coordinates - and also a map can be opened - The pages can be switched to other languages by pressing one of the language switch buttons - 10

11 Website (French and Spanish) 11

12 Experiences with Direct Connect Runaway signals Tie up trunk lines No location, call back number Ford SYNC Moving to embedded connection Automated voice

13 ACN Call Research Trends Response Time Call receipt to PSAP contact averaging 33.7 seconds; Between PSAP contact and arrival on scene 9.5 minutes. Total talk time 12.9 minutes. Calls with no voice contact 17% (4% due to severe injuries) Personal injuries involved 25% Tow involved 32.4% Dialog between ATX/Responders 14% Emergency contacts notified 24% Trapped passenger 3% Contact with passersby who arrives at scene 9%

Calls with no voice contact 17% (4% due to severe injuries) Personal injuries involved 25% Tow involved

14 Where Is ecall technology headed? Two Classes of Service. Airbag beacon data centric Traditional telematics. voice centric Advanced Automatic Collision Notification URGENCY ALGORITHM Pre-Arrival Instructions Extrication prediction Accident Scene Management Tying in the roadside provider. Tying in the insurance carrier. Tying in the emergency contact. Tying in the dealership/rental car agency. Tying in the OEM Advising the driver on how to avoid an emergency. Predictive ecall.

prediction Accident Scene Management Tying in the roadside provider. Tying in the insurance carrier.

Bill Hobgood, City of Richmond (VA) & the Association of Public Safety Communications Officials International PAPER #

The Vehicle Emergency Data Set (VEDS): The Logical Path toward Standardization of Data Between Telematics Service Providers and 9-1-1 Public Safety Answering Points Bill Hobgood, City of Richmond (VA)