Virtual PSAPs Alternatives to Consolidation v1.0
Introduction Love it or hate it, PSAP consolidation seems to be a topic on everybody s minds Sometimes physical site consolidation is the best option But alternative solutions exist which deliver many of the same benefits with far less disruption IP technology increases your options Page 2
Good Intentions all Around Advanced NG9-1-1 solutions Equality of service levels Efficient service delivery Robust and reliable systems Cost-effective solutions Effective operational control Must satisfy stakeholders at multiple levels Page 3
Practical Realities Call volumes are increasing Public Safety budgets are flat IT resources are strained Network threats are multiplying Local knowledge often is best Pooling resource strategy makes good sense Page 4
The Lure of Consolidation Reduced leases and maintenance Potentially fewer trunks and lines Smaller equipment footprint Perceived staffing efficiencies Shared overhead expenses Attractive, but more than meets the eye Page 5
Alternative Approaches Platform standardization across existing sites Common platform with multiple sites and multiple servers Telecommunicators can float to any site as needed Private emergency network over IP circuits voice and data transfers Remote IP positions and remote PSAPs Smaller sites become fully-functional satellites attached to main site Self-contained operations deploy quickly any place over any IP network Back-room consolidation Multiple sites supported from a cluster of redundant servers ACD employed for accessing resources and operational load-balancing Centralized / hosted solutions Multiple sites hosted in an off-site data center, no CPE at local sites Many options for financial and operational efficiency Page 6
Tangible Benefits More advanced, robust, coordinated solution than any of the sites could likely procure on their own Investment spread over a greater number of operator positions Networked and interoperable, taking a giant step towards NG9-1-1 Potential for cost recovery from a hosted model as other entities join Regional, multi-site solutions tend to attract funding Page 7
Operational Benefits Less disruptive Faster to implement Maintains local presence Retains decision-making autonomy Eliminates win-lose perception Lessens objections among the system users and stakeholders Page 8
Hosted Multi-PSAP IP Solution Service Request Telco (1-n) Virtual Consolidated Service Region Wireline Tandem (TDM) Selective Router IP-Based PSAP Host Telco / Public Data Center PSAP A Wireless Analog VoIP WAN SIP SIP East PSAP B West PSAP C Remote Survivable Sites VoIP Page 9 Geo-Spatial (IP) Selective Router IP Service Provider (1-n) Redundant / Geo-Diverse Physical / Logical Data Partitions Load Balancing, Network ACD Backup, Overflow, Business Continuity South
Geo-Diversity with Redundancy Application components Servers, controllers, routers Analog / IP trunks / ALI links Data storage & management No single points of failure Robust virtual call distribution with local survivable sites Page 10
Network ACD (NACD) What is Network ACD? Switching system that routes call traffic across a network, allowing agencies to standardize or share PSAP operations across multiple locations How does it work? Utilizes private or public network facilities to queue, route and reroute calls across sites What can it do? Enables PSAPs to network multiple ACD systems together and combine their resources to work collectively as one redundant virtual call center What are the benefits? Routing is transparent to the caller regardless of distance or location, while PSAPs can expand coverage areas and balance calls among sites during day-to-day operations and crisis situations Enables redundant ACD operations across sites Page 11
Network ACD Uses Resiliency and redundancy Service continuity and disaster recovery Load balancing Route calls to available agents located anywhere on the network A C Geographic resource sharing Balance staffing requirements Routing by service discipline Emergency and non-emergency services B D Each site implements local ACD routing policies Page 12
Network ACD / Best Service Routing (BSR) Multiple linked ACD queues with each site choosing its own local routing policy Circular Linear Master ACD Priority 1 Queue Priority 2 Queue Priority 3 Queue LAN / WAN 2 min 6 min 4 min 3 min 1 min 5 min Ring All Page 13 Longest Idle
Skills-Based Routing Centralized connections reach trained resources anyplace on the network Languages, HAZMAT, Hostage Negotiation, SWAT, Bomb Squad, Medical Skills Multimedia will become an increasingly important skill set Allows fewer generalists, more specialists at each site Leverage the network and reap the benefits Page 14
Co-Located Multi-Tenant IP Solution Service Request Telco (1-n) Joint Communications Center Wireline Tandem (TDM) Selective Router Onsite IP-Based PSAP Controller Queue 1 Analog City Police Queue 2 IP Wireless VoIP IP County Sheriff Queue 3 VoIP Page 15 Geo-Spatial (IP) Selective Router IP Service Provider (1-n) Redundant / Geo-Diverse Physical / Logical Data Partitions Load Balancing, Network ACD Backup, Overflow, Business Continuity State Patrol
Public Safety Benefits Coordinate multiple-entity NG migrations with lower risk Page 16
Public Safety Benefits (cont.) Simplify and standardize operations yet maintain flexibility Page 17
End-to-End IP Solutions Call delivery to the right PSAP Network routing and transfers Remote IP positions Mobile PSAP operations Backup and overflow Business / service continuity Disaster recovery Staff mobility / hot seating Regional Emergency Networks Improve service delivery and protect against emerging threats Page 18
Managed Services Predictable Network Security Costs and Service Levels Essential Protection for Next Generation 9-1-1 Network connections proliferate, complicating security Systems become more complex and interrelated Threats multiply from new devices and new data types Call center performance is more scrutinized and publicized Call volumes rise along with population and mobility Personnel resources likely to remain flat (best case) IT is increasingly scarce and challenged to keep pace with change Managed Services help you serve your constituents more effectively with fewer resources, allowing you to focus on your core public safety mission Page 19
Do the benefits add up? Physical Consolidation Centralized Solution Page 20
A more effective solution? (May be more fundable as well) Page 21 Virtual Consolidation Decentralized / Coordinated
Additional Benefits Lays the groundwork for advanced next gen applications and services Common incident repository Centralized access to ESINets Text, video, advanced multimedia Aggregation gateways (RCIN) Data and security management Risk mitigation Ends PSAP isolation Regional interoperability is a key NG9-1-1 goal Page 22
Make the right choice Know your options choose your future! Page 23
Q & A Page 24
Virtual consolidation improves Next Generation service delivery Marketing@CassidianCommunications.com