Multimedia in the PSAP and Smart Mobile Applications in ... Media in the PSAP.pdf · Multimedia in...

DEFENDING WORLD SECURITY

Multimedia in the PSAP and Smart Mobile

Applications in the Hands of the Public

Michael Rosen

30 January 2012


© Copyright 2011 Cassidian Communications

Page 2

Abstract

• Learn how advanced emergency multimedia communications can be

managed successfully in the same manner as skills-based ACD by

directing specific request-for-service (RFS) types such as text, pictures,

video, and telematics to specially-trained telecommunicators using

priority queues matched to each resource type, ensuring prompt and

efficient Public Safety operations in the NG9-1-1 rich-media world.

• Explore how the democratizing power of social media in the hands of

the public will help improve public safety and public services in diverse

areas from graffiti prevention to pothole detection and repair, to

neighborhood watch monitoring, allowing government agencies to do

more with less while improving the overall quality of citizens’ lives.

• Audience: Mid-Level Technical, PSAP Management



Multimedia in the PSAP

Key Questions

1. What types of information are

expected to become available?

2. How will PSAPs manage the

inflows, distribution, and outflows?

3. How will we use the information

in conjunction with other systems?

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How can multimedia help improve Public Safety?



What types of information are

expected to become available?

• Types

– Voice, photo, video, text,

email, telematics, etc.

• Purposes

– Requests for emergency services

– Requests for non-emergency services

• Potholes, graffiti, power lines, street lights

– Tips, CrimeStoppers, etc.

• Attributes and Metadata

– Emergency vs. non-emergency

– Actionable vs. investigative

– Solicited vs. unsolicited

– PSAP use vs. responder use

– Private vs. public

Page 4

Metadata drives business

logic and allows for efficient

request prioritization

Must categorize incoming

data up front in order to

know how to deal with it

Priority 2



MULTIMEDIA ENVIRONMENT

Page 5



Citizen-Initiated Events

P25 Mobile and

Portable Radio

Multimedia Desktop Apps

Secure Data Center Apps

and Managed Services

Sensor-Initiated Events

Vehicle and

Handheld Apps

Public Information

and Notification

i3 Voice

and

Multimedia

ESINet

Broadband

Mission

Critical Data

LMR

Mission

Critical Voice

and Data

IP Location-Aware, Wideband Multimedia, PSAP to Public

Page 6



NG9-1-1 MULTIMEDIA SCENARIOS

Page 7



911_Op_233:

Received. Fire

and HAZMAT

are on the way.

911_Op_233:

Received. Fire

and HAZMAT

are on the way.

Multimedia Scenario

911_Op_233:

Understood.

Please send a

picture of the fire

Tom R: Garage

fire @ 1080 Elm.

Many tires, but

no people inside.

911_Op_233:

Understood.

Please send a

picture of the fire

Tom R: Garage

fire @ 1080 Elm.

Many tires, but

no people inside.

Dispatch Fire,

HAZMAT

Notify: Stay Inside Attach Photo?



Telematics Scenario

Page 9

Auto-Crash

Notification

3-Party Call

Established

Dispatch EMS



SMART MOBILE APPLICATIONS IN THE HANDS OF THE PUBLIC

Page 10



Consumer conveniences are expected in the PSAP

The public wants to …

– Text

– Tweet

– Video

– Friend

– Connect

– Status

– Share

– Upload

– Download

however …

Any place …

Any time …

All at once!

Page 11



Public Safety is Behind on Social Media Trends

• Wide gaps between consumer

and PSAP capabilities

• Ours is a cautious industry

– Slow to adopt new technologies

– “Best efforts” delivery is not

sufficient for public safety

– Technology that works “most of the

time” is unacceptable

• Agencies face both operational

and inter-operational challenges

Page 12



How multimedia can make communities better

• Improved situational awareness

• Faster, more accurate responses

• More efficient use of resources

• Improved traffic flows

• Cameras, sensors, peer-to-peer systems

• Real-time staging of tow units

• Reduced violence in the city

• Prediction of gang activity

• High-quality data from within the affected communities

• Multiple recipients and uses of the data

Page 13



Apps for Public Safety and Public Service

Goals and Benefits

• Increase access to services

• Increase citizen participation

• Improve community safety

• Maximize scarce resources

• Minimize non-emergency calls

Page 14

3-1-1 Citizen answers simple

questions to pre-qualify and

categorize each request

Serves the public better,

faster, and cheaper!



How will we use the information

in conjunction with other systems?

• Intake

• Dispatch

• Immediate response

• Investigative usage

• Reporting

• Analysis

• Records retention

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Ensure that multimedia acts as part of an overall system

to collect relevant information and manage resources

Inbound

Data

Use

Now?

Yes

Dispatch

Send to

Other Agency

No

Investigative Reporting Analysis



Subway Assault Scenario

Highly Accurate Description

• Physical characteristics

• Clothing

• Time, place, method of operation

Integration with other systems

• Identification – Facial recognition, SMT

• Apprehension – BOLO

• Warning – Public notification systems

Page 16

Report Metro Incident

Move from reactive to proactive,

to predict and prevent recurrence



• Squatters take over vacant house

• Drug activity suspected

• Continuous vehicle traffic

• Brief transactions conducted at door

• No imminent danger to residents

• Video and still images sent to police

Crime Stoppers Scenario

Page 17

Crime Stoppers

Anonymous tips

with reliable

documentary

evidence

Social networking – chat

Limited community of interest

Photo archive – crowdsourcing!



Gang Graffiti Scenario

Page 18

Gang Task Force

• Map gang territory

• Identify individual vandals

• Track their expansion

• Identify rival gangs

• Spot changes over time

• Predict crime patterns

System Interdependencies

• Mapping – Batched response

• Dispatch – Schedule cleanup crews

• Records Management – Site history

• Analysis – Related crimes

• Retention – Prosecution

Accurate identification

and categorization,

fast removal, and

long-term data value



Traffic Accident Reporting Scenario

• Minor vehicle damage in parking lot

• No injuries – car is still drivable

• Offending driver has left the scene

Automated police report sent via email

• No need to dispatch an officer

• No need for driver to wait for police

• Immediate insurance claim submission

Page 19

Report Auto Damage

Automated self-service of low

$ value, low-priority requests

Faster service with less personnel



MANAGING THE DELUGE

Page 20



How will PSAPs manage multimedia

inflows, distribution, and outflows?

• Possibility of receiving hundreds of GBs of data monthly

• Routing – Forward, attach, bypass PSAP

• Incident association – disparate sources, times, data types

• Storage – online, backup, and archival

• Security – access controls, logs, chain of custody

• Search and retrieval – meta data, key words, images

– New methods of multimedia search will likely be required

• Records retention – must everything be saved? How long?

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Need to ensure that complexity does not slow response

times or make it more costly to serve the public

Operational needs

drive the technology

to organize the data



Access on Demand

Continuous streaming multimedia a no-go

• Would overwhelm networks, storage systems,

and human operators

• Objection – “We’re not the Police Department”

• Liability – Risk of “missing” something since it is

impossible to monitor all feeds continuously

Multimedia as supplemental information

• Notification that additional possible relevant

information is available

• Authorized user decides whether to view content

• Use in PSAP, send to other agency, or forward

to personnel in the field

• Much multimedia will be for investigative uses

Page 22

Multimedia

Available

View Save Send



Proven Information Management Techniques

• Priority Queues

• Skill-Based Routing

• User / Role Authorities

• Automated Response

• Triage and Reprioritization

• Information Layers

• On Demand Access

Page 23

TXT

Categorize and

prioritize inputs

to optimize

response



Multimedia as an ACD Skill Set

Skills-based ACD is proven,

reliable, and efficient technology

• LAN or Network ACD over a WAN

• In conjunction with priority queues

• Directs specific request types to

appropriate trained & equipped users

• Not all personnel need be proficient

• Career development incentives

Page 24

TXT

TXT



Information Presented in Layers

Page 25

TXT

Web Page Contacts

Document

Image Video

Email

Maps

Audio

Text

Search Summary Details Attachments



• Automated – continuous monitoring

– Real-time, as events come in, context-based

• Manual – tools for improved decision making

– Near real-time for 9-1-1, or later for investigative

– System suggests matches based on user criteria

– Intuitive search tools – location, content, metadata

Example: Two cars collide on a rural highway

• Both vehicles equipped with automatic crash notification systems

• Event timestamps and GPS location coordinates are virtually identical

• Should register automatically as 1 incident – dispatch once, not twice!

• Passing cars phone in reports of the accident – manual association

• Photos from witness at scene indicates Jaws of Life or helicopter required

• Geo-tagged location indicates high probability of same incident

Event Association

Page 26



GETTING STARTED WITH MULTIMEDIA

Page 27



Rolling out NG9-1-1 Multimedia

• Set your goals

– Know what you want multimedia to do for you

• Evaluate what’s out there

– Expect innovation from existing vendors and new entrants

• Determine the role of technology in meeting your objectives

– Understand how it fits into your existing systems and networks

• Continue putting in the infrastructure

– More applications will spread the investment

• Embrace the interactive services model

– Two-way rich media communications

• Encourage new forms of online interaction with the public

– Meet expectations concerning multimedia and “smart government”

Page 28

Ensure that

multimedia

improves response

not hinders it



Multimedia in the PSAP and Smart Mobile

Applications in the Hands of the Public

[email protected]

Thank You!

For a copy of this presentation:

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