National Routing System and Working with N-1-1s and 8XXs: What every 2-1-1 needs to know AIRS Conference, May 2010 Rochester, NY Session includes Telecom 101 in 101 seconds All N-1-1s in brief NESIC, N11/8XX Essential Services Interoperability Council Ways to work with N11s & Essential 8XXs Why we need NG9-1-1 to be NGN-1-1 Facilitated question and answer AIRS Conference 1
Traditional Translation 2-1-1 CENTER Host Central Office 2-1-1 Caller (Local) Switch* 2-1-1 to local # 2-1-1 Caller (over 8XX) Switch* 2-1-1 to 8XX # 7-digit, 10-digit, AIN 8XX routing or cloud network Cell Phone Work at home? Wireless Translations 2-1-1 CENTER Wireless Carrier Switching Station Switch* Switch* 2-1-1 to local # 2-1-1 to 8XX # 7-digit, 10-digit, AIN 8XX routing or cloud network Cell Phone Work at home? AIRS Conference 2
The State of Access 23% of US households are wireless/cellular only 5-10% of households use Nomadic VoIP (Vonage/Magic Jack) Decreasing use of TTY; replaced by Video/IP text devices used by deaf/hoh/spi Text extremely widespread Chat/online social media as connections Basic Access 211 in 2009: 240 Centers 16 million calls Still limited: Cell/wireless devices VOIP Bundled packages Pre-paid phone cards Emerging technologies Qs for 2-1-1s How do you validate access and proper routing? Who manages your translations and contracts? How are issues managed, tracked and resolved? Policy issues? Technical issues? Disaster redundancy? AIRS Conference 3
Concept of National Call Routing Vision Any device, any time has access All calls are routed to the right center Level of interoperability Among 2-1-1s Among N-1-1s and essential 8XXs Redundancy & overflow for disasters AIRS Conference 4
Benefits of Possible National 2-1-1 Telecommunications System Cost-efficiencies and scalability Access & Routing maintenance Telecom not our core competency Accuracy and tracking During disasters, ensure continuous 2-1-1 service according to Standards Surge management Quality control Issues Access and Routing Who is responsible and manages? Who decides the rules? Interoperability All issues listed above, plus Technical issues and barriers Legal and regulatory issues and barriers Disaster redundancy Who owns/counts the call? Who is reimbursed? What if out-of-state? AIRS Conference 5
N-1-1 Overview N-1-1s, or abbreviated dialing codes N11 211 311 411 511 611 711 811 911 Purpose Non-commercial human service I&R Non-emergency governmental Directory assistance Transportation / road conditions Internal telephone service repairs Deaf Relay Call before you dig underground utility location Emergency police, fire and medical AIRS Conference 6
Ways to work with N-1-1s Know them who authorizes and operates each N-1-1 in your state or service area Tour their operations, if appropriate or available If appropriate, Maintain their info in your database Provide referrals to them Seek opportunities for differentiation in public education efforts Memorandum of Understanding (MOU) for call handling? Specific ways to work with 311, Non-emergency governmental 411, commercial directory assistance Typically no contact nor direct relationship 511, traffic info understand how frequently they update, especially if in extreme weather or disaster 811, underground utility location Opportunities for public education differentiation Learn from funding mechanism, relationships with state public utility/service commission (PUC/PSC) and utilities AIRS Conference 7
Working with 711, Deaf Relay Reaching 2-1-1 Service through 711 Relay Request that the Relay vendor in your state has a list of direct dial numbers of each of your Centers (28? states use Sprint Relay s 11 Centers) Remember to consider 24/7 and disasters Explore opportunities with video relay Note about 2-1-1 for Deaf, Hard of Hearing and Speech Impaired Prefer multiple means of access: through 711, through 2-1-1 with TTY, internet searching, e-mail/text message Can TTY users access 2-1-1 directly? Ensure integration with your telephone system and/or publication of dedicated TTY number on materials Working with 911 Purpose, History Understand jurisdictional issues? Fundamentals of E911 and routing how different from 211 Opportunities for collaboration Call handling for routine and disaster situations Training Others co-location, disaster protocols Preparing for Next Generation 911 (NG9-1-1) AIRS Conference 8
N11/8XX Essential Services Interoperability Council NESIC History AIRS/IN211 on N-1-1 Panel at NENA Conference, 2002, Indianapolis, Indiana AIRS / NENA Statement of Alliance 2005 Marianne Galleon, 2-1-1 LA County involvement in NENA Next Generation work UWA Getting to Know NENA meeting August 2006 NENA convened N-1-1 meeting, December, 2007 Crystal City Virginia 2-1-1, 3-1-1, 5-1-1, 7-1-1, 8-1-1 and 9-1-1, poison and suicide representatives Getting to know each other How organized & major activities How funded How it works high level Major barriers to success NENA s Next Generation 9-1-1 emergency communications vision and what it can mean to addressing our shared needs. AIRS Conference 9
NESIC Objectives 1. To facilitate interoperability among N-1-1 organizations 2. To develop educational messages and materials through various communications channels 3. To achieve parity among N-1-1s 4. To collaborate on policy issues 5. To identify funding sources and secure adequate funding 6. To develop technical standards, operations procedures and protocols 7. To serve as a voice for N-1-1 services to the government, public and industry 8. To allow access from any device 9. To identify and resolve internal and external common issues NESIC Organization NENA as fiscal agent 12 founding members one vote each 2-1-1 (AIRS, UWW & 211US) 3-1-1 (DOJ/COPS) 5-1-1 (FHWA) 7-1-1 (National Association of State Relay Administrators) 8-1-1 (OSCI One Call System Int.) 9-1-1 (NENA, APCO, NANSA) Poison Control Suicide Opportunity for future Associate Membership open to 4-1-1 and commercial telcos and providers AIRS Conference 10
NESIC Activities Four Standing Committees Policy: Regulatory and Legislation Technology Operations Education Workgroup on CSRIC, the Communications Security, Reliability and Interoperability Council within the FCC Policy Brief on Location-Based Call Routing Counties of Southern IL Broadband Stimulus funding proposal Briefing of Federal Agencies and FCC NG91-1 as NGN-1-1? AIRS Conference 11
It s Not Just 9-1-1 Anymore! With technology available today we are moving to an Emergency Services System environment We will be sharing networks, bandwidth and data Multiple public safety and governmental applications on common IP networks Need to foster partnerships and leverage what we can do for one another Policies & SOPs need to be developed 23 Next Generation 911 Next Generation 911 (NG911) is a system of hardware, software, data and operational policies and procedures to ensure NG911 is an evolved, fully functional system that is accessible anytime, anywhere, from any device. Technical aspects: Interfaces from call and message services Process emergency calls and non-voice messages Acquire and integrate data for call routing and handling Deliver calls/messages and data to right center Support data and communications needs for coordinated incident response and management AIRS Conference 12
NG911 as NG-N11 Next Generation 911 technologies and processes provide opportunities for N11/8XXs Similar principles getting the call the right center anywhere, anytime, from any device Cost savings though use of shared networks, bandwidth, applications and data at system level rather than each call center or N11/8XX Interoperability between jurisdictions within N11/8XXs and among N11/8XXs Modern policies, state and federal laws/regulations and standard operating procedures Funding models to handle emerging technologies Variations in E9-1-1 Requirements Wireline No federal requirements Some state and local requirements Voluntary industry implementation Wireless Federal (FCC) requirements (Docket 94-102) Multi-Line Telephones Systems (MLTS) No federal requirements some states have requirements VoIP Federal (FCC) requirements (Docket 05-196, 04-36) ADA requirements for TTY Currently no provisions for Video/IP relay services, text messaging 26 AIRS Conference 13
What We Have Now... Different Levels of Service Wireline Most Reliable Location Technology Selectively Routed to Correct Answering Point Provides Call Back Number and Address Wireless Phase I Provides Call Back Number Provides Carrier Info and Tower Location Wireless Phase II Provides Call Back Number Carrier Info & Tower Location Approximate Location based on X & Y Coordinates Accuracy Requirements vary by technology used, and are under review by the FCC 73% of Counties Covered 91.5% of Population VoIP IP calls to geographically appropriate PSAP using existing 9-1-1 network Provides Call Back Number and Registered Address 27 Today s 9-1-1 Challenges: Moving to Digital Broadband Over 6,000 Public Safety Answering Points (PSAPs) High costs associated with each PSAP Costly, aging equipment that needs replacement soon Need data bandwidth, modernized network IP Caller location issues Need for Interoperability with other agencies (voice and data) Funding needed to sustain & advance system 28 AIRS Conference 14
Next Generation 9-1-1 Vision An evolved, fully-functional, Next Generation 9-1-1 system that is accessible anytime, anywhere, from any device 29 Why Do We Need NG9-1-1? The old E9-1-1 system design just can t cope New communications technologies need `plug and play access and interfaces Constant adaptation of E9-1-1 expensive and slow Growing data rich environment E9-1-1 can t handle Need data bandwidth, modernized network --> IP Need a more flexible and easily controlled 9-1-1 system Need interoperability among emergency communications services nationally and internationally Post transition, NG9-1-1 can be significantly more efficient (and likely less expensive for similar features) 30 AIRS Conference 15
Why do we need NG9-1-1? Current and new `calling devices Text IM, SMS, PDAs, other non-voice devices Wireless WiFi, WiMAX, improved cellular interface, hybrid (cellular/wifi) Sensors environmental, alarms, biometric Video, still and motion Wide spectrum of users, emergency support needs Deaf and hard of hearing, speech impaired Non-English speaking callers Constantly increasing mobile users location challenges 31 NG9-1-1 Purposes Fully replace Enhanced 9-1-1, with all capabilities and functions in place today Add capabilities to support changes for current and new types of Originating Service Providers Add flexibility for the PSAPs and 9-1-1 Authorities Add capabilities to integrate and interoperate with emergency entities beyond the PSAP 32 AIRS Conference 16
NG9-1-1 Purposes These four major areas of system development require that many policy, educational and operations issues be addressed pre-implementation. Addition of capabilities beyond those of today s E9-1-1 systems, for instance, drive needs in the above areas that are not easily derived from past practice or experience. System and procedural tools are required to support 9-1-1 Authorities and PSAPs A variety of educational products are required Guidelines and recommendations for the transition of stakeholders to NG9-1-1 are critical. 33 What is NG9-1-1? NG9-1-1 is a system comprised of hardware, software, data and operational policies and procedures to: provide interfaces from call and message services process emergency calls and non-voice (multi-media) messages acquire and integrate additional data useful to call routing and handling deliver the calls/messages and data to the appropriate PSAPs and other appropriate emergency entities support data and communications needs for coordinated incident response and management The basic building blocks required for NG9-1-1 are: Emergency Services IP Network (ESInet) International Standards Compliant IP Functions Software Services/Applications Data Bases and Data Management Security Human Processes 34 AIRS Conference 17
. NG9-1-1 Basic Structure Software and Data Base Controlled Runs on managed IP networks Supportive Data Using Caller Location, Call Type, and Supportive Data Supportive & Supplemental Data via IP network Originating Service Providers Access Nat l Route (LoST And ESRP) `State Route (LoST And ESRP) PSAP Call Mgmt with Location ALI Legacy LIS Valid n Service Routing Business Rules Data Rights Service Routing Business Rules SOP i3 Data PS Entity Directory Database management 35 AIRS Conference 18
NG9-1-1 1 Project Activity Relationships High Level Public Safety Emergency Communications Systems NENA Actions Systems Operations Development With Performance Criteria Strategic Plan with ICO RFP US DOT Project TX A&M and other trials Systems Ops Transition Plan General Development (SDO Coordination) (NENA Certification) TESTING and Revisions RH2 Full NG9-1-1 Implementation: Transition and Ongoing Operation RH3 NENA Certification FPP PSAP Operations Development Technical Requirements/Designs NG Partner Program policy issues RH2 RH1 RH1 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 NRIC VII Facilitated Q&A Questions from the room AIRS Conference 19
Slide 37 RH1 RH2 RH3 RH1 RH2 Includes identification of NG9-1-1 enabling factors, action plans to remedy, policy proposals to NENA, review and recommendations, and transition plan development on such factors as: Funding, Jurisdiction, Regulation, Legislation, Education, Disaster Planning, Interoperabiity, Data and Information Sharing, Core/Facilitation Services, Certification/Accreditation RHixson, 5/7/2007 Transition Plan includes: General NG9-1-1 System and Service transition development for major stakeholders and (pre-ng) 9-1-1 variations, development of appropriate TIDs, OIDs, Standards. Other Transition Planning work is distributed among Technical, PSAP Operations, Partner Program, Systems Operations, etc RHixson, 5/7/2007 General Development includes: Development of software, hardware, CPE, database and network operations development, authentication processes, etc. All development of detailed designs, human procedures, processes, and so on. RHixson, 8/20/2007 Includes N G9-1-1 Requirements Development, i3 technical Architecture and Interfaces Definition, technical transition for system and components, Location Detection Requirements Development, IP Network Considerations definition, SDO Coordination, new Databases definition and development, EPAD and Rights Management interfaces, etc Roger Hixson, 12/30/2008 Includes PSAP Procedures Additions and Change Definition, Procedural transition definition, OID Development, System Operations, System Administration, and appropriate document development Roger Hixson, 7/14/2008
Contact Information Rick Jones, ENP NENA 815-519-7841 Rjones@nena.org Jamesena Grimes Moore VP, Volunteer & Community Services United Way of the Midlands 402.522.7930 (Office) 402.981.7502 (Mobile) jmoore@uwmidlands.org Lucinda Nord, VP, Public Policy Indiana Association of United Ways 3901 N. Meridian, Ste. 306 Indianapolis, IN 46208-4026 317-921-1394 office / 317-502-8504 cell Lucinda.nord@iauw.org AIRS Conference 20