Police and fire command and control system and change management

1. Administrator
Training
System Operation

2. 1. Overview
2. CCC System Operation
3. Field System Operation
Contents

3. Contents
1. Overview
2. CCC System Operation
3. Field System Operation

4. Contents
1. Overview
1. What is EMIS Software
2. Role and Responsibility of EMIS Software
3. Configuration of EMIS Software
4. Change Management

5. 5
What is EMIS Software I. Overview
EMIS software is an integrated software for systematically supporting emergency
situation handling for Police and Fire Department
• The EMIS Application Software is aimed at contributing to the development of
Mozambique by minimizing the damage and enhancing the capabilities of
security and crisis response management in Mozambique. Through swift and
efficient responses to emergencies, made possible by the automation of Call
Taking & Dispatching Process in emergencies, including all kinds of disasters and
crimes, and the data management process.
• Mozambique’s EMIS Application Software is optimized for the situation in
Mozambique by incorporating an advanced automated emergency relief process
based on the current emergency relief process of PRM and SENSAP, emergency
response agencies, and SOP.

6. 6
What is EMIS Software I. Overview
The EMIS Application Software is divided into Core Module, Support Module,
Auxiliary Module and Information Management Module, total 10 sub-modules.
Core Module
• Call Taking System (CTS)
• Computer Aided Dispatch System (CADS)
• Geographic Information System (GIS)
• Dispatch Taking System (DTS)
Supporting Module
• Automatic Vehicle Location System (AVLS)
• Wanted Car Management System (WCMS)
• Information Management System (IMS)
• Report and Statistics System (RaSS)
Auxiliary Module
• Mobile Vehicle Number Plate Detection System (Mobile VNPDS)
• Mobile Data Terminal System (MDTS)

7. 7
Role and Responsibility of EMIS Software I. Overview
Role of EMIS Software is provide precise and reliable supporting for emergency
situation handling process.
Roles
• Automation and systemization of Emergency Call Taking & Dispatch Process
• Acquire objective information about the incident, the caller and the location
through an emergency call channel
• Optimized Dispatch Resource allotment according to the location and type of
incidents
• Establish SOP based on the introduction of the EMIS Application Software
• Secure, analyze, and use reliable statistics data on incidents by time/region/type
• Establish a foundation for systematic connection with the existing e-Government-
related projects

8. 8
Role and Responsibility of EMIS Software I. Overview
Role of EMIS Software is provide precise and reliable supporting for emergency
situation handling process.
Responsibility
• Provide systematic support to users in emergency situation handling field.
✓ Call Taker
✓ Dispatcher
✓ Station Operator
✓ Supervisor
✓ Decision Maker
• Provide precise and reliable work environment
✓ Database Backup
✓ Work Diary Stacking
✓ Work Log Stacking

9. 9
Configuration of EMIS Software I. Overview
EMIS Software consists of various modules for supporting demands of users.
Direct Interface
Incident information flow
Information management
Background Service
• Application Service
• AVLS
Service
• MDTS
Service
• Dispatch
Service
• DB
Server
• GIS Service• Integrated Call
Taking Service
• External
Interface
Service
• LBS
Service
• Web
Service
• Fax
Service
• E-Mail
Service
• Time
Service
• SMS
Service
EMIS DB
GIS DB
IMS
RaSSAVLS
MDTS
DTS
GIS
CADS
VNPDS
WCMS
CTS

10. 10
Configuration of EMIS S/W I. Overview
EMIS S/W consists of Server and Client application systems. The server systems
provide background services for running client applications.
Server System Description Remark
Application
Server
Provide transaction processing and management of EMIS
systems, interface among different Application systems a
nd DB related service
DB Server Manage RDBMS and provide DB Access Service
GIS Server Manage GIS Data and provide GIS Data storage service
LBS Service Manage location information including incident location,
caller location, building location, etc.
SMS Server Receive reports made through SMS including Images
Fax Server Receive reports made through Fax

11. 11
Configuration of EMIS S/W I. Overview
EMIS S/W consists of Server and Client application systems. The server systems
provide background services for running client applications.
Server System Description Remark
Email Server Receive reports made through Email
Dispatch Service Provide a service that transmits and converts Dispatch
Order into a form suitable to the type of terminals (DT
S, MDT, SMS, FAX) receiving Dispatch Order from CAD
S
Time Server Synchronizes the time for all the systems in the EMIS
AVLS Service Automatically collect and provide the location of vehic
les through the interface with AVL coordinates server
and TRS Gateway
WEB Service Web-Portal reporting Service
MDTS Service Provide services including the transmission of dispatch
order information related to MDT, incident information
inquiry, etc.

12. 12
Configuration of EMIS S/W I. Overview
EMIS S/W consists of Server and Client application systems. The server systems
provide background services for running client applications.
Server System Description Remark
Interface Service Connection service with external systems and related
organizations
Integrated Call
Taking Service
Convert incident information transmitted from variou
s emergency reporting channels into integrated repor
ting information, and then provide the information to
CTS

13. 13
Configuration of EMIS S/W I. Overview
The client systems are operated by users in accordance with their purposes of
use such as call taking, dispatching, reporting and information management, etc.
Client System Description Remark
CTS Create Call Card by receiving emergency reports and re
gistering incidents
CADS Give orders by selecting appropriate Dispatch Resource
according to the contents of Call Card, and close the inc
ident when incident processing is concluded. Monitor al
l response activities for incident processing and support
optimal response activities by giving additional Dispatch
Order, if necessary
GIS Display information of the caller location, the incident lo
cation, Dispatch Resource (Police Station, SENSAP HQ, P
atrol Cars, Fire Vehicles, Ambulances, etc.), and geograp
hy on Digital Map through the integration with CTS and
CADS

14. 14
Configuration of EMIS S/W I. Overview
The client systems are operated by users in accordance with their purposes of
use such as call taking, dispatching, reporting and information management, etc.
Client System Description Remark
DTS Display incident information by receiving Dispatch Order
from CCC, and report the results after performing neces
sary activities for incident processing. And also report C
CC the results after receiving directly reported incidents
and completing incident processing.
MDTS Receive dispatch order information transmitted via vehic
les, and report the field situation and handling results
WCMS Systematically manage the wanted car information
VNPDS Support to crackdown on wanted vehicles by automatic
car number plate recognition on the road.

15. 15
Configuration of EMIS S/W I. Overview
The client systems are operated by users in accordance with their purposes of
use such as call taking, dispatching, reporting and information management, etc.
Client System Description Remark
AVLS Manage vehicle location information to track the locatio
n of vehicles by automatically collecting vehicle location
information in real-time
IMS Manage Incident Information, Resource Information, Ag
ency Information, Building Information, etc. that are use
d in all EMIS systems
RaSS Create statistics and report data, including incident infor
mation and call reception information, accumulated thro
ugh the EMIS system.

16. Module I

17. 17
Change Management I. Overview
Communication Room / Information Room
•
•
•
•

18. 18
Change Management I. Overview
Communication Room / Information Room
• •
•

19. 19
Change Management I. Overview
Police Station / SENSAP HQ
•
•
•
•

20. 20
Change Management I. Overview
Patrol Car / Fire Car
•
•
•
•

21. 21
Change Management I. Overview
MINT / Commander
Incident Information ReportIncident Information Report
•
•
•
•
Statistics Reporting
Bar Type
Doughnut
Type
Column
Type
Bubble
Type
3D Line
Type
Area Type
Pie Type
Radar Type
Line Type

22. 22
Change Management I. Overview
Police Officer/Fire Officer
•
•
•
•

23. Module II

24. 24
Change Management I. Overview
Three aspects of change
change Changing Behavior
Changing Contents
Changing Process

25. 25
Change Management I. Overview
CEO, Change Initiator, Support Forces Winning Support from Influential People at the Initial
Stages
•
-
•
-
Change Manager

26. 26
Change Management I. Overview
The process of change can be divided into two stages :
• Applying the change after pilot
or test drive
• Checking the process and
redefining direction when
necessary
• Adjusting the design
• Realizing revenue
• Evaluating the current
conditions and setting the
direction
• Planning the change process
• Designing the change details
• Thoroughly preparing the
organization for change

27. Module III

28. 28
Change Management I. Overview
Changing Contents

29. 29
Change Management I. Overview
Korean National Police Agency
•
-
-
-
Definition – Patrol center and Precinct
•
-
-

30. 30
Change Management I. Overview
Precinct Background
Crime use
fast mobilityCrime cover
wider area
Crime become
ferocious
Transportation and Communication renovation – Reducing Geospatial
Background

31. 31
Change Management I. Overview
Precinct Objectives
Improvement of
field response
Dedicate to patrolling
task separate from
public service
Improvement of
Service for public
welfare activities
Efficient operation of
police officer and
patrol cars

32. 32
• Reducing the utility of the Security Center
• Aggravate the working environment of police officers and increase the work load
• A Criminal blind spot Because of wide coverage of rural area, Taking more time for
dispatching and patrolling
• Crime arrest rate
( Year 1999 95.3% to 2006 85.8%↓)
• Arrival in 5 minutes after receiving emergency call
(Year 2002, 94.1% Year 2003, 85% Year 2004, 80.1%, Year
2005, 81.9% )
Change Management I. Overview
Precinct Problems

33. 33
Change Management I. Overview
Social Security Number / Vehicle Number Plate Automatic Recognition Function

34. 34
Change Management I. Overview
IDS(Instant Dispatch System by Navigation) System
Receiving Incident Information from 112 Center
Navigating to incident location
Sending location of patrol vehicle to 112 center
Automatic arrival reporting from patrol vehicle
Sending incident result report through navigation
Receiving Notices and images of suspects

35. 35
Change Management I. Overview
Changing behavior

36. 36
Change Management I. Overview
Colombia Police – Quadrant System
In an attempt to improve police Activities under the National Community Policing
Plan for Quadrants, technology is incorporated as a means to facilitate the daily
functions of the police.
For this reason, the Office of Telematics has good technological tools to provide
police service.

37. 37
Change Management I. Overview
Colombia Police – Quadrant System
Technological activity
affects the social and
economic progress of a
country, for that reason,
within PNVCC integrate
technologies such as the
implementation of mobile
equipment for the
quadrants.

38. 38
Change Management I. Overview
Colombia Police – Quadrant System
With mobile devices telematics office seeks to improve coverage,
mobility and query log information in different databases.

39. 39
Change Management I. Overview
Colombia Police – Quadrant System
The information is recorded during the military service assigned to
the quadrants and verified in real time.

40. 40
Change Management I. Overview
RESULTS
Facilitate community outreach, to respond promptly and effectively
to the real needs of coexistence that has Colombian society.

41. 41
Change Management I. Overview
Changing Process

42. 42
Change Management I. Overview
National Emergency Management Agency
Busan City, Command & Control Center
Population: 3,600,000 (2nd largest City in Korea)
Area: 763.46㎢
Administrative districts : 16 (15 Gu, 1 Gun)
1 C & C Center, 10 Fire stations, 52 Safety centers
Call Taking Desk: 11
Calls in per day: about 1,900 calles

43. 43
Change Management I. Overview
Centro de Operaciones de Emergencia en la Ciudad de BUSAN
Sistema Componentes Presupuesto
Centro de EOC
- Projection system
- Call taker/dispatch desk,
- Interior/cabling, LED displayer
Aplicación
- Call taker/dispatching, ARLs, RMS, MDS
- GIS, Statistics,
Comunicación
- Interoperable Radio and P.A system
- Data communication (WAN, LAN)
Sistema de Vigilancia - Hi –resolution CCTV (25)
H/W y Dispositivos
- Computer, Monitor
- Servers
- -IP-PABX
- -Main Frame
Population
/Square km
Calls/yr(day)
Call taker and
Dispatcher desks
Shift type
3,512,547
/ 764.43
576,307
(1,579)
11
3 Shifts
(27 persons)
H.Q/Station/
Branch
Vehicles Personnel Etc
1/11/53 120 2500

44. 44
Change Management I. Overview
REAL CASE : Prank Calls
After SystemBefore System
The System of Daegu Metropolitan Fire Fighting Headquarters in Korea,
Winitech's Integrated Emergency Management System increased the response efficiency and
minimize unnecessary resources spending
(Year)
(Cases)
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
800,000
1998 1999 2000 2001 2001 2003Prank Calls
Total Calls
Total: about 27%
< Number of 119 Calls & Mischievous Calls ex) Daegu Fire Department >
Prank Calls: about 70%

45. Contents
1. Overview
2. CCC System Operation
3. Field System Operation

46. Contents
2. CCC System Operation
1. Call Taking System (CTS)
2. Computer Aided Dispatch System (CADS)
3. Geographic Information System (GIS)
4. Report and Statistics System (RaSS)
5. Wanted Car Management System (WCMS)

47. 47
Call Taking System (CTS) II. CCC System Operation
CTS is a computer system that can receive emergency call and text from citizens
and registers emergency cases.
In order to handle emergency call of various media quickly and efficiently.
Reducing emergency call receiving and registering time by digitalizing the process.
1. Purpose of CTS
2. Operation of CTS
Maputo : 5 Call Takers receive the emergency calls for Police, Fire, and EMS. The emergency call medium is
based on voice and text. Two of the Call Takers are prioritize taking text-based emergency calls such as
SMS/Fax/Email/Homepage, and the other three prioritize taking voice-call.
Every text based emergency call made from Maputo and Matola are received in Maputo and handled in
Maputo. If an incident is located in Matola, then the incident is still registered in Maputo and the report is
transferred to Matola.
Matola : 5 Call Takers receive the emergency calls for Police, Fire, and EMS. Although telephone is the only
way to make emergency phone call in Matola, civil complaint can be sent/received through home page
such as PRM/SENSAP/MINT. Emergency call received is registered in the form of Call Card and then
transferred to PRM/SENSAP Dispatcher Desk in accordance with the incident type.

48. 48
Call Taking System (CTS) II. CCC System Operation
Call Taking System enables Call Taker to be able to receive emergency report
from Reporter. And to register emergency report as an incident.
Reporter
SENSAP Dispatcher
(CAD)
SENSAP HQ
(DTS)
Call Taker (CTS)
Fire Vehicle
PRM Dispatcher
(CAD)
Police
Station
(DTS)
Police
Vehicle
No Item Role
1 Monitor Display emergency call and incident detail, provide registration window, pinpointing the caller and
incident location on map, display police and fire vehicles and location of other resources
2 Headset Communication with emergency caller
3 Keyboard/Mouse Input and edit info., window control
4 PC Execute program
5 Strobe Light when an incident is registered strobe lights flash to alert the registration
6 Speaker when an incident is registered alarm sounds to alert the registration
3. Formation of CTS

49. 49
Call Taking System (CTS) II. CCC System Operation
CTS is operated by Call Taker working at Maputo/Matola CCC. And other
personnel support Call Taker for call taking work as follow
Personnel Role Responsibility Remark
Call Taker Receives emergency call for Fire/Police,
deciding the nature of incident
(Fire/Police), make Call Card and
forward it to dispatcher
Call Taking, deciding the nature of
incident (Fire/Police), forward Call Card
Personnel Role Responsibility Remark
Dispatcher Estimate incident scale, dispatch
teaming, dispatch command, incident
monitoring
Estimate incident scale, dispatch teaming
by SOP, dispatch command, incident
monitoring
Supervisor Staff management, decision making Decision making, accomplishment
4. Role and Responsibility

50. 50
Call Taking System (CTS) II. CCC System Operation
5-1. Standard call taking procedure for Crime/Traffic accident/etc.
▪ Emergency
Calling
Emergency Call
through
Voice Medium
Citizen
Fixed Phone
Incident identification
and registration
Call Taker
Incident Registration
(Call Card)
Maputo/Matola
PRM
Dispatch Desk
Dispatcher
▪ Call Card Transfer
Mobile Phone
Incident Information
Identification
Crime/Traffic
Accident
1. Emergency Caller calls Maputo/Matola CCC to report incident requiring Police assistance by using the
voice channel (Fixed/Mobile phone)
2. Call Taker receives the call through CTS
3. Call Taker inquires the type of incident, its scale, location, time, cause, etc. by asking the caller
4. Call Taker writes the Call Card after verifying the incident is Crime/Traffic related
5. Call Taker forwards Call Card to local PRM Dispatch Desk (Maputo/Matola)

51. 51
Call Taking System (CTS) II. CCC System Operation
5-2. Standard process for call taking of Fire/EMS/Rescue.
▪ Emergency
Calling
Emergency Call
through
Voice Medium
Citizen
Fixed Phone
Incident identification
and registration
Call Taker
Incident Registration
(Call Card)
Maputo/Matola
SENSAP
Dispatch Desk
Dispatcher
▪ Call Card Transfer
Mobile Phone
Incident Information
Identification
Fire/EMS/Rescue
Incident
1. Citizen reports emergency situation through voice media (fixed/mobile phone).
2. Call taker receives emergency call through the system.
3. Call taker checks the incident type, its scale, location, time, cause, etc.
4. Call taker, in the case of fire, write Call Card based on the emergency call detail
5. Call taker forwards the Call Card to SENSAP Dispatch Desk by jurisdiction (Maputo/Matola)

52. 52
Computer Aided Dispatch System (CADS) II. CCC System Operation
CAD enables Dispatcher to receive Call Card from Call Taker and to check
location, type and description of incident, and sends an dispatch order with
proper resources.
CAD uses to increase procedure speed and accuracy on process of dispatch order, keep monitoring on-
going incident.
1. Purpose of CAD
2. Operation of CAD
Maputo : 5 Call Takers are taking calls about police/fire/rescue. It allows call via voice and Text. Call Takers
register base with first calls via SMS/Fax/Email/Homepage and 3 Call Takers register calls via.
In Maputo, it is registered Text based calls from Maputo and Matola,. If a incident is occurred in Maputo,
the call is managed in Maputo, otherwise call is transfer to Matola after registered.
Matola : 5 Call Takers are taking calls about police/fire/rescue. Basically it allows voice call taking in Matola,
it allows civil repot on the homepage of PRM/SENSAP/MINT. An incident is registered on Call Card.
According to the type of incident, the Call Card is transferred to Dispatcher Desk of PRM/SENSAP.

53. 53
Computer Aided Dispatch System (CADS) II. CCC System Operation
Call Taking System enables Call Taker to be able to receive emergency report
from Reporter. And to register emergency report as an incident.
3. Formation of CADS
Reporter
SENSAP Dispatcher
(CAD)
SENSAP HQ
(DTS)
Call Taker (CTS)
Fire Vehicle
PRM Dispatcher
(CAD)
Police Station
(DTS)
Police Vehicle
No Name Role
1 Monitor Displays description of Call Card, Displays current status of resource, Displays location of caller
and incident on GIS, Displays location of police patrol, fire engine.
2 Headset Voice call with Call Taker, Voice call with related organization and caller, if it is required
3 Keyboard/Mouse Inputs and modifies information, Controls screen
4 PC Program operation
5 Strobe Light Alarms new incident by lightning, after Call Card is registered
6 Speaker Alarms new incident with sound, after Call Card is registered

54. 54
Computer Aided Dispatch System (CADS) II. CCC System Operation
CADS is operated by PRM/SENSAP Dispatcher working at Maputo/Matola CCC.
And other personnel support Dispatcher for the dispatching work as follows.
4. Role and Responsibility
Person in charge Role Responsibility Remarks
PRM/SENSAP
Dispatcher
Judges incident scale
Makes dispatch teaming Transfers dispatch
order Incident monitoring
Judges incident scale
Makes dispatch teaming based on SOP
Transfers dispatch order Incident monitoring
Person in charge Role Responsibility Remarks
Supervisor Manages staffs on duty
Decision making
Decision making
Duty result
Call Taker Call taking of fire/police
Judges incident of fire/police
Makes Call Card and transfer to dispatcher
Call taking
Judges incident of fire/police
Transfer Call card
Police Officer
(Patrol/Police Station)
Takes dispatch order
Responds to incident
Reports incident status and result
Responds to incident
Reports incident status and result
Firefighter/
Paramedic (SENSAP HQ)
Takes dispatch order
Responds to incident
Reports incident status and result
Responds to incident
Reports incident status and result

55. 55
Computer Aided Dispatch System (CADS) II. CCC System Operation
5-1. Standard incident handing process of dispatcher
▪ Call Card
Transfer
Transfer Call Card to
Dispatcher
Citizen
Call Card
Call Card identification and
dispatch order
Maputo/Matola
PRM/SENSAP
Dispatcher
Dispatch order
reception
SENSAP HQ
/Police Station
▪ Dispatch Order
Call Card Information
Identification
Dispatch resource
allocation
according to SOP
Dispatch Order
1. According to the type of incident; police/fire/rescue, Call taker of Maputo/Matola transfer Call Card to
Dispatcher of PRM/SENSAP.
2. Dispatcher checks Call Card information of incident type, scale, location, time, cause etc.
3. Dispatcher allocates proper resource based on SOP.
4. Dispatcher transfers dispatch order to jurisdictional police station and sensap HQ.
5. Dispatcher requests cooperation to Dispatcher of police/Fire, if it is required.
6. Dispatch order is registered and responded at jurisdictional police station and sensap HQ.

56. 56
Geographic Information System (GIS) II. CCC System Operation
GIS enables user to identify incident related locations such as emergency
reporter’s location, incident location, resource’s location, and etc.
GIS is used to increase fast location recognition and ease incident response determining with geographic
information on the digital map.
1. Purpose of GIS
2. Operation of GIS
GIS is linked with CTS, Police/Fire CADS, Supervisor, DTS, MDTS to display incident related location
information
User who operating CTS, Police/Fire CADS, Supervisor, DTS, MDTS is able to use GIS for their work
efficiency.

57. 57
Geographic Information System (GIS) II. CCC System Operation
3. Formation of GIS
SENSAP Dispatcher
(CAD)
SENSAP HQ
(DTS)
Call Taker (CTS)
Fire Vehicle
(MDT)
PRM Dispatcher
(CAD)
Police Station
(DTS)
Police Vehicle
(MDT)
No Name Role
1 Monitor Displays incident related locations on the map (emergency reporter, incident
location, police/fire vehicle location, police station/SENSAP HQ location, and etc.).
2 Keyboard/Mouse Controls Map and location information
3 PC Program operation
4 MDT Displays and controls map at the field.
Supervisor
GIS is operated by Call Taker, PRM/SENSAP Dispatcher, Supervisor, Station
Operator, MDT user.

58. 58
Geographic Information System (GIS) II. CCC System Operation
GIS is operated by Call Taker, PRM/SENSAP Dispatcher, Supervisor, Station
Operator, MDT user.
4. Role and Responsibility
Person in charge
Role Responsibility Remarks
Supervisor Manages staffs on duty
Decision making
Decision making
Duty result
Call Taker Call taking of fire/police
Judges incident of fire/police
Makes Call Card and transfer to
dispatcher
Call taking
Judges incident of fire/police
Transfer Call card
Police Officer
(Patrol/Police
Station)
Takes dispatch order
Responds to incident
Reports incident status and result
Responds to incident
Reports incident status and result
PRM/SENSAP
Dispatcher
Judges incident scale
Makes dispatch teaming Transfers
dispatch order Incident monitoring
Judges incident scale
Makes dispatch teaming based on SOP
Transfers dispatch order Incident
monitoring
MDT User
(Police/Fire officer)
Patrolling
Mobilize for dispatch order
Responds to incident at field
Report incident status and result.

59. 59
Report and Statistics System (RaSS) II. CCC System Operation
RaSS enables user to query incident related statistics and incident report of each
incident. And system also provide the incident related analysis based on statistics..
RaSS is used to check incident related statistics such as call taking, dispatching, per type, per date, and
etc. and incident related analysis based on statistics. And also for manage incident report. It support the
personnel who makes plans and decision do work properly..
1. Purpose of RaSS
2. Operation of RaSS
RaSS is an individual application that has own permission to use.
RaSS manages incident report, incident related statistics and incident analysis.
RaSS is provided to Ministry of Interior to query those kind of information for planning and determining.

60. 60
Report and Statistics System (RaSS) II. CCC System Operation
3. Formation of RaSS
Ministry of
Interior
No Name Role
1 Monitor Displays incident related statistics, incident related analysis, and incident report
2 Keyboard/Mouse Controls application
3 PC Program operation
Supervisor
RaSS is operated by Supervisor, and personnel of Ministry of Interior.

61. 61
Report and Statistics System (RaSS) II. CCC System Operation
RaSS is operated by Supervisor and personnel of Ministry of Interior.
4. Role and Responsibility
Person in charge Role Responsibility Remarks
Supervisor Manages staffs on duty
Decision making
Decision making
Duty result
Personnel of
Ministry of
Interior
Crime/fire Prevention Planning Make regulations and laws
Person in charge Role Responsibility Remarks
Call Taker Call taking of fire/police
Judges incident of fire/police
Makes Call Card and transfer to
dispatcher
Call taking
Judges incident of fire/police
Transfer Call card
PRM/SENSAP
Dispatcher
Judges incident scale
Makes dispatch teaming Transfers
dispatch order Incident monitoring
Judges incident scale
Makes dispatch teaming based
on SOP
Transfers dispatch order Incident
monitoring

62. 62
Wanted Car Management System (WCMS) II. CCC System Operation
WCMS enables user to manages wanted car information for crack down by
VNPDS on the road.
WCMS is used to manages (Add, Delete, Edit) wanted car information. Wanted car information is used by
VNPDS to crack down the wanted cars on the road.
1. Purpose of WCMS
2. Operation of WCMS
WCMS is linked with CTS, CADS and also existing as an individual application.
Call Taker, Dispatcher, and Supervisor are manages wanted car information.
WCMS is receiving wanted car information from SGVR periodically.

63. 63
Wanted Car Management System (WCMS) II. CCC System Operation
3. Formation of WCMS
No Name Role
1 Monitor Displays wanted car information
2 Keyboard/Mouse Controls application to add/delete/edit
3 PC Program operation
Supervisor
WCMS is operated by Call Taker, CADS, Supervisor.
Call Taker (CTS) PRM Dispatcher
(CAD)

64. 64
Wanted Car Management System (WCMS) II. CCC System Operation
RaSS is operated by Supervisor and personnel of Ministry of Interior.
4. Role and Responsibility
Person in charge Role Responsibility Remarks
Supervisor Manages staffs on duty
Decision making
Wanted Car Information Management
Decision making
Duty result
Call Taker Call taking of fire/police
Judges incident of fire/police
Makes Call Card and transfer to dispatcher
Wanted Car Information Management
Call taking
Judges incident of fire/police
Transfer Call card
PRM/SENSAP
Dispatcher
Judges incident scale
Makes dispatch teaming Transfers dispatch
order Incident monitoring
Wanted Car Information Management
Judges incident scale
Makes dispatch teaming based on SOP
Transfers dispatch order Incident
monitoring
PRM/SENSAP
Dispatcher
Person in charge Role Responsibility Remarks
Police Officer
(Patrol/Police Station)
Takes dispatch order
Responds to incident
Reports incident status and result
Report car stolen during the patrolling
Responds to incident
Reports incident status and result

65. Contents
1. Overview
2. CCC System Operation
3. Field System Operation

66. Contents
3. Field System Operation
1. Dispatch Taking System (DTS)
2. Mobile Data Terminal System (MDTS)
3. Vehicle Number Plate Detection System
(VNPDS)

67. 67
Dispatch Taking System (DTS) III. Field System Operation
DTS is a computer system that can receive dispatch orders from dispatcher to
respond the incident.
DTS enables station operator to be able to receive dispatch orders from dispatcher at CCC. Station
operator is able to check incident and reporter information, it makes incident responding easier.
1. Purpose of DTS
2. Operation of DTS
Maputo : DTS is installed at 20 police stations and 1 SENSAP HQ in Maputo. Station operator at police
station and SENSAP HQ receives dispatch order including incident information, report information with
map. And Station Operator is able to register the local incident via DTS.
Matola : DTS is installed at 8 police stations and 1 SENSAP HQ in Matola. Station operator at police station
and SENSAP HQ receives dispatch order including incident information, report information with map. And
Station Operator is able to register the local incident via DTS.

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Dispatch Taking System (DTS)
Dispatch Taking System enables Station Operator to be able to receive dispatch
order from dispatcher at CCC.
Reporter
SENSAP Dispatcher
(CAD)
SENSAP HQ
(DTS)
Call Taker (CTS)
Fire Vehicle
PRM Dispatcher
(CAD)
Police
Station
(DTS)
Police
Vehicle
No Item Role
1 Monitor Display dispatch order list, dispatch order information, reporter information, digital map
2 Keyboard/Mouse Control PC operation
3 PC Running application
3. Formation of DTS
III. Field System Operation

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Dispatch Taking System (DTS) III. Field System Operation
DTS is operated by Station Operator at Police Station/SENSAP HQ in Maputo/Matola.
Station Operator may register local incident then Supervisor can accept or reject it.
Personnel Role Responsibility Remark
Station Operator
(Police Station/SENSAP HQ)
Takes dispatch order
Responds to incident
Reports incident status and result
Registers local incident
Responds to incident
Reports incident status and result
Personnel Role Responsibility Remark
Dispatcher Estimate incident scale, dispatch
teaming, dispatch command, incident
monitoring
Estimate incident scale, dispatch teaming
by SOP, dispatch command, incident
monitoring
Supervisor Staff management, decision making Decision making, accomplishment
Police Patrol/Fire Fighter Mobilizes to incident location
Takes mobilization order
Responds to incident
Report incident status
4. Role and Responsibility

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Dispatch Taking System (DTS) III. Field System Operation
5-1. Standard dispatch taking process at Police Station
▪ Dispatch
▪ Order
Sending Dispatch
Order for incident
Police Dispatcher
CADS
Taking Dispatch Order
and sending resource
Station Operator
Send Mobilization
Order to resource
Police Patrol belonged
to responsible police
station
Police Patrol
▪ Mobilization order
Taking
Dispatch Order
Identify Dispatch
Order
1. Police Dispatcher at Maputo/Matola CCC sends dispatch order to incident responsible police station
through the CADS.
2. Station Operator receives dispatch order through the DTS.
3. Station Operator identifies incident information and reporter information including incident location on the
map.
4. Station Operator sends mobilization order to Police Patrol belonged that police station.
5. Police Patrol responds to the incident. (Maputo/Matola)

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Dispatch Taking System (DTS) III. Field System Operation
5-1. Standard dispatch taking process at SENSAP HQ
▪ Dispatch
▪ Order
Sending Dispatch
Order for incident
Fire Dispatcher
CADS
Taking Dispatch Order
and sending resource
Station Operator
Send Mobilization
Order to resource
Fire Fighter belonged
to SENSAP HQ
Fire Fighter
▪ Mobilization order
Taking
Dispatch Order
Identify Dispatch
Order
1. Fire Dispatcher at Maputo/Matola CCC sends dispatch order to Maputo/Matola SENSAP HQ through the
Fire CADS.
2. Station Operator at SENSAP HQ receives dispatch order through the DTS.
3. Station Operator identifies incident information and reporter information including incident location on the
map.
4. Station Operator sends mobilization order to responsible fire station
5. Fire Fighter belonged to responsible SENSAP HQ responds to the incident. (Maputo/Matola)

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Mobile Data Terminal System (MDTS) III. Field System Operation
MDTS is a mobile system that can receive dispatch order and report current
status in car.
MDTS enables incident response resource to be able to receive dispatch order and identify it. And also
provides incident status report function through the MDT.
1. Purpose of MDTS
2. Operation of MDTS
Total 30 MDTS will be installed at Police/Fire Vehicle. The cars MDT will be installed are not designated so
far, will be designated by Ministry of Interior.
MDT enables user to be able to receive dispatch order from dispatch at CCC.
Dispatch order including incident information, reporter information, and incident location on the map.
After user mobilizes to incident location, user is able to report the incident status through MDTS such as
Dispatched, arrival, finish, and etc.

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Mobile Data Terminal System (MDTS) III. Field System Operation
Mobile Data Terminal System enables Police/Fire Vehicle to be able to receive
emergency report from Reporter. And to register emergency report as an incident.
Reporter
SENSAP Dispatcher
(CAD)
SENSAP HQ
(DTS)
Call Taker (CTS)
Fire Vehicle
(MDTS)
PRM Dispatcher
(CAD)
Police
Station
(DTS)
Police Vehicle
(MDTS)
No Item Role
1 MDT Display received dispatch order information including incident information, reporter information,
incident location on the map. Report incident status.
2 Mount Hold MDT on the vehicle
3. Formation of MDTS

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Mobile Data Terminal System (MDTS) III. Field System Operation
Mobile Data Terminal System enables Police/Fire Vehicle to be able to receive
emergency report from Reporter. And to register emergency report as an incident.
Personnel Role Responsibility Remark
Police Patrol/Fire Fighter Takes mobilization order
Mobilizes to incident location
Responds to incident
Report incident status
Personnel Role Responsibility Remark
Dispatcher Estimate incident scale, dispatch
teaming, dispatch command, incident
monitoring
Dispatch ordering
Estimate incident scale, dispatch teaming
by SOP, dispatch command, incident
monitoring
4. Role and Responsibility

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Mobile Data Terminal System (MDTS) III. Field System Operation
5-1. Standard dispatch order taking at MDTS
▪ Dispatch
Order
Send Dispatch Order
Dispatcher
Dispatch order taking
and incident responding
MDTS
Responding incident
CADS
Taking dispatch
order
Identifying dispatch
order
1. Dispatcher sends dispatch order field officer (Police Patrol/Fire Fighter) through MDTS.
2. Field officer identifies dispatch order details.
3. Field officer responds to received dispatch order.

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Vehicle Number Plate Recognition System (VNPDS) III. Field System Operation
VNPDS is a crackdown system installed on patrol vehicle, which automatically
detects moving or parked vehicles that are detected by the camera
Installed on patrol vehicle for the purpose of performing live crackdown of wanted vehicles while moving
1. Purpose of VNPDS
2. Operation of VNPDS
General operation: installs VNPDS on patrol car operated by a group of two (one driving while the other
operates the system), and monitors for wanted vehicles
Wanted vehicle detected: the officer driving reports to CCC by radio, asks for CCC support (procedural,
informational, etc.), and the officer in passenger seat queries wanted vehicle information

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VNPDS enables police patrol to be able to automatically detect the parked or
moving wanted car on the road.
3. Formation of VNPDS
Vehicle Number Plate Recognition System (VNPDS) III. Field System Operation
Police Patrol
(VNPDS)
Dispatcher
Police Support
Wanted Car
Management
Dept.
No item role
1 Camera Takes picture of no. plate
2 Illuminator Illuminates at night
3 Laptop Compares no. plate of wanted vehicle and the DB load
4 Camera Mount Mount for camera
5 Laptop Mount Mount for laptop

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VNPDS is operated by Police Patrol of Maputo/Matola Police.
4. Role and Responsibility
Vehicle Number Plate Recognition System (VNPDS) III. Field System Operation
Personnel Role Responsibility Remark
Driver of VNPDS-installed
vehicle
drive, status report, arrest
support
report responsibility, support
team request
Passenger of VNPDS-
installed vehicle
system operation, wanted
vehicle monitoring, wanted
vehicle inspection
Vigilance against abuse of
police power
Personnel Role Responsibility Remark
Dispatcher incident registration,
support team dispatch,
incident monitoring
status monitoring
Response Team roadblock, wanted vehicle
confiscation, suspect arrest
and transfer
wanted vehicle confiscation,
suspect arrest and transfer

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Vehicle Number Plate Recognition System (VNPDS) III. Field System Operation
5. Standard operation process of VNPDS
▪ Notification
Wanted Car
Recognition
VNPDS
Alarm
Crackdown on wanted
vehicle and notify CCC
Police Officer
Report result
Maputo/Matola
PRM
Dispatch Desk
Dispatcher
▪ Notification
▪ Status Notification
▪ Status Report
Wanted Car
Information
Identify wanted car
information
Crack Down
1. VNPDS sounds alarm when it detects wanted vehicle and displays wanted vehicle’s information.
2. Police officer identifies wanted car information.
3. If information matches, police officer cracks down on the wanted car and notifies the wanted car
information to CCC.
4. During the crackdown, the officer periodically updates the CCC on status.
5. Officer reports the result of crackdown to CCC.

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Finish