The document discusses a technology called 999Eye that allows emergency call handlers to request and receive live video streams or photos from callers to gain situational awareness of incidents. It describes how West Midlands Fire Service began using 999Eye after a large fire where social media videos later provided useful information. Key features noted include secure one-time video links, compatibility with different devices and networks, and integration with emergency response systems. Benefits highlighted are improved response planning, situational awareness for responders, and assisting in reducing hoax calls. The technology's future potential uses by other agencies and countries are also mentioned.

1. Enhancing response with
innovation
Raymond Fegan
National Sales Manager

2. Aims of the session
To understand:
• How the technology can support critical decisions in the Control Room by
providing ‘on scene eyes’ directly from a caller’s smartphone
• How the technology can be used to support multi-agency response through
sharing video and images through a secure hosted portal
• How the technology works in real-time
• How the technology protects personnel by providing as much information,
supported by all available imagery, direct to the mobile devices of responders
and incident managers
• Understand how West Midlands Fire Service have deployed 999Eye and
lessons learnt from use in operations

3. A turning point…..
In July 2013, a fire broke out in a plastic and paper recycling
plant in Smethwick, West Midlands.
The initial 999 call resulted in only a small-scale response being mobilised, however once
the firefighters arrived at the scene they immediately called for further resources.
Ultimately the fire, which involved
100,000 tonnes of plastic recycling
material, required the attendance
of more than 200 firefighters, produced
a 6,000 foot smoke plume, and caused
around £6 million worth
of damage.

4. WMFS initial prototyping
Following the blaze, the West Midlands Fire Service began to investigate how their
response could be improved. A key area of improvement was linked to the initial
information received in the first 999 call.
As part of their investigation, West Midlands Fire Service viewed the large amount of
amateur footage generated and published on websites and social media channels
including YouTube.
It was suggested that had this footage been available at the beginning of, and during,
the incident, rather than afterwards, it would have been able to inform the response of
the emergency services.

5. Demographics

6. The Evidence
We spend more than 2 hours per day
on our smartphones.
Top 5:
• Taking photos/videos
• Emails
• Browsing
• Playing games
• Searching

7. This led to the development of the 999eye programme.
To enable call handlers to instigate a video stream
with those who contacted the service via 999 AFTER
the pre-determined response has been mobilised.
Those calling 999 would not be able to automatically video-call the emergency
services, but would instead be asked to assist, if the call handler felt it would be
useful getting an eye’s on view of the incident.
WMFS initial prototyping

8. From prototype to live
platform

9. Baseline for development
1. To work on any smart phone
not withstanding technical limitations of operating systems
2. To be delivered ‘as a service’ rather than via installed
apps
to avoid the need for the public to have it already downloaded
3. To be able to manage differences in network
bandwidth
to deal with urban v rural coverage
4. To allow for collaboration between agencies

10. Enhancing the emergency response
Initial 999 call
Initial call taking &
mobilisation
Livestream/images + location received
Further mobilisation & interoperability
999Eye link sent

11. Features
• Secure, one-time-use link sent by text or email
• Real-time live video stream (or photo’s) viewable in Control Room
• Maintains voice contact with caller while images are transmitted
• Still images available in lower signal coverage
• No need to download any app
• Secure cloud-hosted service
• ISO27001 Information Security assurance
• Confirms caller location i.e. they are actually at the incident
• Integrates with Command and Control platform OR stand alone interface
• Share link with responder’s mobile device

12. Benefits to the control room
• Enables control staff to quickly establish the severity of an incident and ensure that
the right number and type of response crews have been safely and efficiently
despatched to locations with the information they need
• Responding to incidents quickly and efficiently is key to reducing casualties and
property damage. By sharing live video footage or images, call handlers will be able
to provide vital information to response crews

13. The ability to view the incident live before arriving at the scene offers significant
advantages to support emergency responders in processing a considerable amount of
critical information to control risk, plan and prioritise tasks and keep the public safe.
Benefits to Responders

14. • Responding to incidents quickly and efficiently is key to reducing casualties and
property damage
• Help keep the public safe
• Could help reduce the number of hoax calls received that divert lifesaving resources
and deny people in genuine need from receiving assistance
• Hoax calls also disrupt crucial community fire safety work and training, and place
extra financial burden on already stretched resources
Benefits to the public

15. The future
Not just 999 callers
• 101, 111, NHS Direct for non-emergency use
Not just Emergency Services
• Local Government services
• Highways/Recovery services
• Insurance
Not just UK
• 112Eye, 911Eye
Not just Fire Services
• Police
• Ambulance
• Coastguard/Search and Rescue
Emergency Services Network
• Potential to use on all ESN devices
instead of apps or accessories to
provide streaming video to control
rooms

16. See us on Stand 16
Get in Touch:
999eye@capita.co.uk
www.pageone.co.uk

17. Confidentiality
The information contained within is provided in confidence for the sole use of the intended recipient
and must not be published or disclosed in any way to other parties without prior consent in writing
being given by PageOne Communications Limited.
Copyright — PageOne Communications Limited
© All Rights Reserved
Any products, services or company names, which may be referred to, that are trademarks or
registered trademarks are hereby acknowledged.
Get in Touch:
999eye@capita.co.uk
www.pageone.co.uk