Project Reform of the service in Portugal
DOCUMENT MAP Portuguese emergency numbers model Emergency response centers Control room aspects Emergency call data Challenges and projects Reform of in Portugal 2
PORTUGUESE EMERGENCY NUMBERS Evolution in Portugal evolution in Portugal before Until 1997 emergency call handling (115) was done in 30 centers Citizen In 1997 the emergency number is created in accordance with the 91/396/CEE PSAP (PSP) 1 st line call taking Since then, the call taking is done by one 1 st line PSAP (Public Safety Answering Point) in each district in mainland (18) and in the islands (4) INEM PSP/GNR Fire/CDOS 2 nd line call taking and dispatching in Portugal is under the responsability of the Internal Affairs Ministry 85% is the percentage of knowledge of as national and EU emergency number in Portugal Reform of in Portugal 3
Feb. MODEL Approach to the new operation model in Portugal 31 Aug. 2007 2008 2009 12 Oct. 7 Nov. 22 Jul. Diagnosis of the existing Service and proposal of a new model of evolution for the Portuguese Service Analysis and decision by the authority of the basics for the new operation model. Preparation of the Resolution of the Council of Ministers Implementation of the new operation model in Portugal Specification and assessment of components of the operation model Installation of the Operational Center South KICKOFF CO Sul Presentation of the proposed model of evolution to the Minister of Internal Affairs Approval of the model of evolution in the Council of Ministers Resolution No. 164/2007 Creation of the Installation Centre (CI-) by Joint Order of SEAAI and SES No. 28668/2008 Go live of the new operation model with the kickoff of the Operational Center South (CO Sul) Approval of the bases for the reorganization for the new operation model Definition of entities that took part on the Project Steering Group and teams responsible for developing and implementing the new model Reform of in Portugal 4
MODEL New operation model in Portugal CITIZEN CENTER DISPATCH RESOURCES GNR 1 ST LINE CALL TAKING SPECIALIZED CALL TAKING/LIAISON OFFICERS (*) PSP CDOS CODU Emergency calls Occurrence data Communication systems GNR PSP ANPC INEM Other entities Call taking centers reduced number Specialized team characterizes the occurrence Information sent in accordance with established protocols (*) specialized call taking of medical emergency done in INEM CODU Liaison coordination Officers guarantee adequate call treatment In complex occurrences coordination is facilitated Dispatching and operations Dispatching authorities with proper centralization level receive emergency information and dispatch thru their systems The field resources report the occurrences status Other entities: Information share Reform of in Portugal 5
2009 22 Jul. 29 Jul. EMERGENCY RESPONSE CENTERS MODEL future 30 Sep. 8 Oct. 2010 2011 Xxx. Xxx. Xxx. Xxx. Xxx. KICKOFF CO Sul Kickoff PSAP Santarém Portalegre Évora Faro Beja Castelo Branco Leiria Implementation CO North Setúbal Lisboa 475 602 776 1 171 1 332 1 540 2 000 6 960 7 748 9 884 * in thousands Reform of in Portugal 6
CONTROL ROOM ASPECTS methodology A brief system aided characterization of the emergency generates events that are treated in accordance with procedures defined in protocols. The protocols are agreed between the Emergency Center and all entities involved on the emergency response, and define, according to the characteristics of the emergency, the Action Plan OPERATIONAL CENTER Brief characterization of the emergency Plan of Action defined in the protocol 1 ST LINE CALL TAKING Dispatching entities operational activity The Action Plan of emergencies aims to: Special call taking needed? Y Send occurence and voice to SPECIALIZED CALL TAKING N Activate the entities to respond to the emergency SPECIALIZED CALL TAKING/LIAISON OFFICERS GNR PSP ANPC (*) INEM Have a uniform management of events regardless of the PSAP and the operator Guarantee that all the forces at any time know their responsibility in the operational process and the responsibilities (and activities) of the other forces involved (improving coordination between forces) Occurrence data voice (*) local IT terminal (in the future with total software integration) Reform of in Portugal 7
CONTROL ROOM ASPECTS CO Layout 1 ST LINE CALL TAKING Livre SOUTH OPERATIONAL CENTER VIDEO WALL 11 12 13 14 15 16 Op. 1ª Linha Op. 1ª Linha Op. 1ª Linha Op. 1ª Linha Op. 1ª Linha Op. 1ª Linha 17 18 19 20 21 Op. 1ª Linha Op. 1ª Linha 61 Op. 1ª Linha Projecção Supervisor 2 Supervisor 1 62 Op. 1ª Linha 22 Op. 1ª Linha Op. 1ª Linha Other facilities Bathrooms Living/Dining room Kitchen Internet/tv/music Etc REST ROOM SPECIALIZED CALL TAKING/ LIAISON OFFICERS 35 AE/EL Livre 31 32 33 34 AE/EL PSP AE/EL GNR AE/EL ANPC AE/EL INEM OPERATIONS ROOM Adjunto do Chefe de Centro Local de instalação a definir 71 72 81 (Intergraph) MANAGEMENT AND SUPPORT CRISIS/TRAINING /MEETING ROOM s Fax/Scanner HALL D (Avaya) (Nice) Consolas de Gestão Suporte (Nice, Avaya, Intergraph) Administrativo CENTER RESPONSIBLE ROOM CRISIS/TRAINING/MEETING ROOM 91 Chefe de Centro EXTENSÕES Posto Extensão Posto Extensão 11 11001 12 11002 13 11003 14 11004 15 11005 16 11006 17 11007 18 11008 19 11009 20 11010 21 11011 22 11012 ## Número do posto 31 11070 32 11060 33 11050 34 11090 35 11091 61 11081 62 11082 71 11102 72 81 11101 91 Hardware não instalado Abc Comentário Postos de Atendimento de Primeira Linha Postos de Supervisão Postos de Atendimento Especializado / Elemento de Ligação Posto de Chefe de Centro Postos de Gestão (Consolas Avaya, Nice, Intergraph) Posto de Suporte Administrativo Postos de Sala de Crise Postos de Sala de Descanso CPU do SI CPU de acesso à rede da CPU para conteúdos de Projecção Computador laptop acesso à rede da Monitor para o SI Monitor para outros conteúdos Telefone IP para linha Telefone digital (não IP) para linha Telefone para linha institucional Impressora Fax Reform of in Portugal 8
EMERGENCY CALL DATA # Calls per year(millions) 100% 9,9 TYPE OF CALLS 23% 2,3 77% 7,6 Total Emergency Not emergency Note: To calculate the total number of calls not emergency was used the percentage of calls of the district of Lisbon (Lisbon PSAP) Source: PSP, analysis nolimits Consulting The so-called not emergency calls, represent about 77% of calls These calls are characterized by: Misuse calls (eg. requests for information or non emergency services) Hanged up calls (most calls in this group) Abusive calls False calls (false emergencies reported) The call answering time in the CO South is in average of 5 seconds (service level set to 6 seconds) Both landline and mobile location are available through push method The location is available to the operator almost simultaneous to the call ansewring Reform of in Portugal 9
Portuguese operation model pre- Citizen Utilizador CHALLENGES AND PROJECTS Phases 2 and 3 of Accomplish phase 2 (grow) and phase 3 (consolidation) of PHASE 1 (KICKOFF) PHASE 2 (GROW) PHASE 3 (CONSOLIDATION) New operation model in Portugal Emergency calls Occurrence data Radio 1ST LINE Atendimento CALL TAKING PSAP s PSAP (PSP) Atendimento 1 st line call 1ª Linha taking PSAP s SPECIALIZED Coordenação CALL e atendimento TAKING/LIAISON especializado OFFICERS (*) Dispatches (entities) INEM PSP/GNR Bombeiros/ Fire/CDOS CDOS 18 PSAP s with district coverage in mainland 2nd line Atendimento call taking 2ª and Linha e dispatching Despacho Components of Installation: Solution of voice communications Solution Voice recording Facilities (construction and furniture) Integration of 1 or 2 PSAPs with lower volume of calls Components of Installation: Additional features of the I. S.; Jun. 09 Integration of the majority of south PSAPs? Components of Installation: Integration of Dispatch entities applications with I. S. Integration of the remaining PSAP's? Dispatches (entities) GNR PSP ANPC INEM GNR PSP CDOS CODU Occurrences management Start implementing the solution North CO 18 PSAP s South I/NetDispatcher in entities 1 Operational Center in South Recruitment and Training Level of completion of installation : Low High ACCOMPLISHED IN PROGRESS 2 Operational Centers in the mainland serving the respective territory (+ 2 in the islands Madeira and Azores) Reform of in Portugal 10
Carlos Martins - cmmartins@psp.pt geral@ Reform of in Portugal 11
Thank you for your attention Carlos Martins - cmmartins@psp.pt geral@ Reform of in Portugal 12