Beyond Text to 911: Multimedia in the PSAP
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Public Safety is on the verge of the next evolution in services with NG9-1-1. The first evidence of this is the deployment of Text to 9-1-1 in cities across the US. This initiative will begin to ready Public Safety agencies for the migration to an all IP framework that will quickly enable multi-modal multi-media information between the citizen and the call taker. Fletch discusses this paradigm shift in technology and the new constructs that can be applied to allow municipalities to better service constituents using tried and proven routing logic and constructs that have been vetted in some of the most stringent environments.
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Beyond Text to 911: Multimedia in the PSAP
- 1. Mark J. Fletcher, ENP Chief Architect Avaya Public Safety Solutions Proprietary & Confidential 1
- 2. The next 60 minutes of your life ... • Where we are today • Where we need to go • How we are going to get there Proprietary & Confidential 2 2
- 3. Legacy Analog Voice Phone Numbers no longer equal location. . . Proprietary & Confidential 3 3
- 4. The FUTURE 9-1-1 Network is all about Additional Data Proprietary & Confidential 4 4
- 5. Minimal Additional Data Proprietary & Confidential 5 5
- 6. What’s missing? An intelligent link between the data at the origination point and the data within the Public Safety Network. Proprietary & Confidential 6
- 8. 99.999% Proprietary & Confidential 8
- 9. Regular Occurrences of Network Outages 99.999% Proprietary & Confidential 9 9
- 10. Where we have already been . . . Proprietary & Confidential 10
- 11. 34 Years ago . . . . There’s an MVA on Line 2 And line 4, and 6 and 1 . . . . Looks like NLETS is down . . . Again . . . Proprietary & Confidential 11 11
- 12. NEXT Evolution in PSAP Functionality: “The Fusion Center” Proprietary & Confidential 12
- 13. In the future, Multi-media sessions will connect citizens to any service as the number’ becomes only a routing indicator, and services are no longer dedicated to a specific path. Citizens “expect” to reach ALL public services easily. Today, that can mean multiple numbers. Proprietary & Confidential 13 Social Services Health Department Education Department Administrative Public Works Building Department Courts Public Safety
- 14. Dialed numbers are only routing indicators • Community Health Outreach (211) • Non Emergency Services (311) • Information (411) • Traffic / Road Conditions (511) • Telephone Repair (611) • TDD Relay Services (711) • Call Before You Dig (811) • Public Safety (911) Re-routing is NOT EFFICIENT TODAY. Overall Public Safety trunking capacity needs to be dynamic and flexible so that shared resources can eliminate the need to ‘transfer back’ through the network. Proprietary & Confidential 14 14
- 15. SMS MMS CALLER Session Recording Additional Data DATA Language Line Poison Control Social Services PC3: Persistent Contextual Collaborative Conferencing POLICE FIRE MEDICAL Proprietary & Confidential 15 15
- 16. Future Requirement Responsibilities Feature Comms App Voice Communications X Video Communications X X Text Communications X Email Communications X American Sign language for Deaf / HoH X X Language Line Translation Assistance X X Routing Based on Citizen History X X Proprietary & Confidential 16 16
- 17. The Citizen is your Consumer Today’s public citizen is more mobile, plugged in, informed, socially connected, and impatient than ever before. Technology adopters Always On Enhanced service expectations Trust Advice seekers Internet Mobile lives Citizen 2.0 individuals are more mobile and better informed, and they expect governments to support them with multiple services in ways of channels, or modes, of their choice. Today, that choice is increasingly moving away from simple legacy voice communications. Proprietary & Confidential 17 17
- 18. Citizens are “empowered” to choose the device used to access services Smartphone Apps Phone Calls Desktop/Web Applications Proprietary & Confidential 18 18
- 19. Take advantage of the opportunity to upgrade the conversation to make it real-time . . . . and effective From Issue ID to Resolution to Recognition From Public to Private to Public From Non-Real-Time To Near-Real-Time To Real-Time From Real-time To Collaboration To Anytime / Anywhere Collaboration Proprietary & Confidential 19 19
- 20. Is There Another, Better Alternative? . . . Let the Citizen decide Giving callers control of their NON EMERGENCY interactions Avaya Callback Assist lets citizens decide • Get a callback when a call taker is available • Schedule a callback for a specific time • Remain on hold Proprietary & Confidential 20
- 21. Simple Use Case: Any town in the US July 04 @ 19:00 CALL TAKER: “9-1-1 where is your emergency?” CALLER: “Yeah, uh I was like just wondering what time the fireworks were tonight?” Call taker clicks a single button, the system then: logs the call and caller information plays a pre-recorded message “9-1-1 is for emergency calls only” . . . . and the fireworks will start right after dusk like they have for the past several decades in pretty much EVERY town across America. Proprietary & Confidential 21 21
- 22. The Policy Based Rules Engine For the past 5 years on July 4th, David J. Public has called 9-1-1 at 7:30 from 846-555-1259 asking what time the fireworks start. Scenario 1: Call takers available. Present call taker with reminder Mr. Public calls 9-1-1 about the fireworks. Scenario 2: No call taker available. Answer call with IVR. Provide a recorded message that includes fireworks viewing information. Que call for next available call taker. If Mr. Public hangs up, log call attempt for later follow up. Proprietary & Confidential 22 22
- 23. Avaya Aura® Experience Portal: A single solution for orchestration and automation of inbound and outbound citizen / community interactions INBOUND/ OUTBOUND Any media VOICE EMAIL MOBILE VIDEO SOCIAL MEDIA Proprietary & Confidential 23 VOICE EMAIL MOBILE Resident Welcome Utility Payments Event Promotion Pothole Patrol Senior Assistance Government Directory Taxes /Court Payments
- 24. Public Touch Points with One Touch Video Personal voice, video and collaboration through any device… … and multiple applications Kiosk Internet-connected PC Web Page Email Proprietary & Confidential 24 24
- 25. Intelligent Access to Citizen Services • Agencies should provide smartphone apps to the public so that they can “self serve” themselves. • Agencies should look to allow their constituents to reach them from a Smartphones and applications • Agencies can use these tools to “reduce the time the call taker (or a self service channel)” needs to spend interact with citizens • Smartphone access allows your agency to automate common services and processes due to the fact that they can intelligently know where the citizen is, what the citizen likely needs and who are the most appropriate resources for them. Proprietary & Confidential 25 25
- 26. Proprietary & Confidential 26 26
- 27. Proprietary & Confidential 27 27
- 28. Need a Superhero to solve all of this? You’re in the right place . . . . Proprietary & Confidential 28
- 29. Thank you for your time today . . . . Proprietary & Confidential 29
Editor's Notes
- Much of the US is still legacy analog voice CAMA trunks Star Code Transfers TN determines routing TN is the query key for data
- Smart 911 Limited Text to 911 No real multi-media deployments
- Smart 911 Limited Text to 911 No real multi-media deployments
- Verizon outage after Sandy Verizon pANI failure in NJ CO taking out the Northeast Washington State database failure in Colorado Network resiliency / redundancy – Is it there?
- A Quick focus on how the customers/consumers is evolving New Consumers are Nomadic Mobile, Always on, Informed) for some of this Consumers CC is the last Place place where to find information, so the expectation are very high First Call Resolution, Better/precise Information New Consumers are Social Social is a Growing Channel, Social tie perfectly with Mobility and PDA. This is typically the preferred interaction way when mobile New Consumer are distracted and impatient the question is “Why?” Why should I contact you for Tech Support, Reminder, … Why the Company I getting Service with is not reaching me proactively? The ideal customer service is 100% outbound, I should not need to contact it
- Not only Customer Service Today the Consumer (customer) has the “power “to decide how to access Service and what device use for it. Company are open more and more access channel but it’s up the customer decide how and with what to start the interaction
- But what if there’s a better choice? Give callers greater control of their interaction with the contact center – let them decide to get a callback when the next agent is available, schedule a callback for a day/time that is most convenient for the caller, and of course they can continue on hold.
- Avaya Aura Experience Portal is a key element of the Avaya Customer Experience Management Framework. The Value of any customer interaction is defined by its Context. The context is built in all phases of a customer contact and is persistent throughout the interaction. Any information collected during a customer interaction is captured, maintained and made available to all participants in the interaction and will be stored for use in future contacts. All this is done with one purpose: provide the best customer experience possible at the lowest cost. In many contact centers inbound and outbound are combined, both for agent based, assisted care and automated care. Orchestrated Experience Management is about unifying inbound self service and outbound customer care to anticipate end customer needs and take action pro-actively where possible through lower cost channels, such as E-mail and SMS. Reduce cost by sending interactive alerts, status changes, appointment reminder messages through lower cost channels and reduce inbound call traffic and throttle up outbound to “fill” inbound volume dips. Increase revenues and margins by automating mass personalized cross-sell / up-sell campaigns Create “opt-in” campaigns to promote new products and services, upgrade eligibility Create personalized self service options and advertising for customers waiting in the queue. Improve Customer Satisfaction by proactively satisfying anticipated customer needs Personalize messages and make contact based on customer communication preferences.
- Avaya One Touch Video delivers a personal voice, video or collaboration experience through any device—kiosk, internet-connected PC, tablet or mobile device.