EENA 2018 - Cross-border and cross-agency response

CROSS-BORDER AND CROSS-AGENCY RESPONSE
 Let‘s talk about „Borders“ ...
 Three Use Cases
 The Concept „Cross-Border/Cross-Agency Response“
 Why is this an implementation of Next Generation Emergency Services?
An open approach for joint response, data sharing and collaboration

 International borders, between countries Highlandia
Southworld
Eastia
Westland
North
Central
South
North
Central
South
WHAT IS A „BORDER“?
Central

 International borders, between countries
 National borders, between federal states,
regions or districts
North
Central
South
Central

 Areas of responsibility, same type of agencies
Central

 Areas of responsibility, same type of agencies
 Areas of responsibility, different type of agencies
Central
Border = Barrier
for communication and collaboration

Use Case #1
Cross-Agency or Multi-Agency Response

MULTI-AGENCY RESPONSE
Resulting from Multi-Emergency Call Incidents

Large accident:
• Multiple cars
• Injured persons
• Fire
1st stage PSAP 1st stage PSAP
• Multiple cars
• Injured persons
• Fire
Example UK: Multi-Emergency Call Incidents

Large accident:
• Multiple cars
• Injured persons
• Fire
1st stage PSAP
2nd stage PSAP
call
999
• Multiple cars
• Injured persons
• Fire

Large accident:
• Multiple cars
• Injured persons
• Fire
1st stage PSAP
2nd stage PSAP
2nd stage PSAP
call
999
call
999
• Multiple cars
• Injured persons
• Fire

Large accident:
• Multiple cars
• Injured persons
• Fire
2nd stage PSAP
2nd stage PSAP2nd stage PSAP
call
999
call
999
call
999
• Multiple cars
• Injured persons
• Fire

Large accident:
• Multiple cars
• Injured persons
• Fire
2nd stage PSAP
call
999
call
999
call
999
• Multiple cars
• Injured persons
• Fire
Challenge across organisations
➔ Coherence of common operational picture
➔ Consistency of case data
➔ Automation of processes

Use Case #2
Cross-Border Response

PSAP FR
PSAP DE
PSAP FR

PSAP FR
PSAP DE
PSAP FR
112112
1121 1 2
1121 1 2
112
112

PSAP FR
PSAP DE
PSAP FR
112112
1121 1 2
112
112

PSAP FR
PSAP DE
PSAP FR
112112
1121 1 2
112
112
Challenge across (national) borders
➔ Language issues in collecting detailed case data
➔ Call Transfer to the responsible organisation
➔ Joint response, engaging citizen in distress

PSAP FR
PSAP DE
PSAP FR
112112
1121 1 2
Emergency Call Routing to Public Safety Answering Point (PSAP) in
the wrong country and area of responsibility
 Language-related difficulties in collecting emergency details by the call
taker
 Transfer of mis-routed emergency call ...
– ... manually from PSAP to PSAP
– ... with „oral transmission“ of case-related data
– ... in complex cases supported by screen-print to paper and fax
 Missing continuity in cross-border coordination:
– Joint contact to person in distress?
– Mutually agreed standardized protocols?
– Closest available responders independent of areas of responsibility?

ENHANCED CROSS-BORDER COLLABORATION
MANAGING EMERGENCY CALLS
Objectives
1121121121 1 2

ENHANCED CROSS-BORDER COLLABORATION
MANAGING EMERGENCY CALLS
Objectives
1121121121 1 2
Border

ENHANCED CROSS-AGENCY/MULTI-AGENCY
COLLABORATION MANAGING EMERGENCY SITUATIONS
Objectives 2nd stage PSAP 2nd stage PSAP2nd stage PSAP

ENHANCED CROSS-AGENCY/MULTI-AGENCY
COLLABORATION MANAGING EMERGENCY SITUATIONS
Objectives 2nd stage PSAP 2nd stage PSAP2nd stage PSAP
Common Operational Picture

Use Case #3
European Electronic Communications Code

EENA BREAKING NEWS 4TH SEPT 2017
Highlights
 Handset-based location
Use of the data from the
handsets to improve
considerably the caller location
information provided to the
emergency services.
 Public warning
Use of the telephone networks to
send alerts to the population,
facilitating the introduction of a
modern Reverse-112 system.
 Transnational database
Establishment of a transnational
database that includes
emergency services' long
numbers in order to foster
transnational cooperation.
 Direct access
Access to 112 including from
private networks.
 Accessibility
Better means for people with
disabilities to reach the
emergency services.

EENA BREAKING NEWS 4TH SEPT 2017
Highlights
 Handset-based location
Use of the data from the
handsets to improve
considerably the caller location
information provided to the
emergency services.
 Public warning
Use of the telephone networks to
send alerts to the population,
facilitating the introduction of a
modern Reverse-112 system.
 Transnational database
Establishment of a transnational
database that includes
emergency services' long
numbers in order to foster
transnational cooperation.
 Direct access
Access to 112 including from
private networks.
 Accessibility
Better means for people with
disabilities to reach the
emergency services.
• Minimum level of cooperation: phone calls and emergency
call transfer between PSAPs
• Advanced collaboration?
− Voice and Video Conferencing
− Case Data Transfer
− In-country law and policy adherence
− Multilingual capabilities: offline and realtime translation

Approach to solving
Multi-Agency and Cross-Border Response

ENHANCED MULTI-AGENCY AND CROSS-BORDER
COLLABORATION MANAGING EMERGENCY CALLS
 Objectives for Emergency Response Organisations
– Optimizing Cooperation between involved Public Safety Answering Points (PSAPs)
– Extended capabilities for Communication
– Electronic Exchange of case-related data and information
– Cross-border/Cross-agency Alarming
 Objectives towards citizens
– Optimizing Communication and Collaboration with the emergency caller in the
Border Area
– Retrieve exact Location using Satellite-Position Data provided by Smartphones
– Adding additional situational Context to the case by wider caller engagement
– Support of the emergency caller by visual means to overcome Language Barriers
Common Objectives

ENHANCED MULTI-AGENCY AND CROSS-BORDER
COLLABORATION MANAGING EMERGENCY CALLS
Common Key Requirements
 Existing PSAPs shall not experience major changes
– Keeping existing local ITC-Infrastructures (PBX phone- and radio networks, CAD/GIS Software)
– Expanding the communication capabilities by establishing a cross-border platform with capabilities
for Voice-, Video- and Text-Communication (Cross-border/Cross-agency Gateway)
– Assuring cross-border procedures and communication flows through structured processes
considering Policies and Compliance, as well as adding Knowledge Management and Realtime-
Translation to support Multi-Lingualism
 Extended communication capabilities with the emergency caller and utilization of
information and data made available through caller‘s smartphones
– Ad-hoc utilization from within the emergency situation without upfront-installation of smartphone
apps
– Communication adding Pictures, Video and Text to the already established emergency call

PSAP DE
PSAP FR
112112
1121 1 2
112
PSAP Access
PSAP Access
Inter-PSAP
Engagement
Cross-border Gateway

PSAP DE
PSAP FR
112112
1121 1 2
112
PSAP Access
PSAP Access
Inter-PSAP
Engagement
Citizen
Engagement

PSAP DE
PSAP FR
112112
1121 1 2
112
PSAP Access
PSAP Access
Inter-PSAP
Engagement
Citizen
Engagement
Case Data
Management
Transactional
Compliance
Multi-Lingual
Support
Communication &
Collaboration

2nd stage PSAP
PSAP Access
PSAP Access
Inter-Agency
Engagement
Cross-Agency Gateway
Case Data
Management
Transactional
Compliance
Multi-Lingual
Support
Communication &
Collaboration

34© 2018 Avaya Inc. All rights reserved.
Cross-Border/Cross-Agency Gateway
High Level Concept

Differences in
technologies
and
procedures
Command & Control
Applications
Means to Communicate
Operating Resources
Protocols & Procedures
Laws & Authorisations
Native Language
Cross-country
Agency
A
Agency
B

Bridging the
differences
and
expanding
the capabilities
are the core principles
to optimize
collaboration
between
Emergency Response
Organisations
as well as the efficient
communication with citizens
in distress
in the border area
between countries
and areas of responsibility
Agency
A
Agency
B

Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
to Citizen in Distress
Agency
A
Agency
B

Phone
Where
Who
What
When
Intervention
Ressource
Phone
Where
Who
What
When
Intervention
Ressource
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Agency
A
Agency
B

Phone
Where
Who
What
When
Intervention
Ressource
Phone
Where
Who
What
When
Intervention
Ressource
Platform
Access
Platform
Access
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Inter-Agency
Engagement
• Intuitive „at a click“
• Automated Routing
(Service, Location)
• Manual Override
Agency
A
Agency
B

Phone
Where
Who
What
When
Intervention
Ressource
Phone
Where
Who
What
When
Intervention
Ressource
Case Data
Platform
Access
Case Data
handover/
synchronisation
Platform
Access
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Case Data
Management
• Transmission
• Harmonisation
• Compliance
• Translation
Inter-Agency
Engagement
(Service, Location)
• Manual Override
Agency
A
Agency
B
Inter-Agency
Engagement
(Service, Location)
• Manual Override

Phone
Where
Who
What
When
Intervention
Ressource
Phone
Where
Who
What
When
Intervention
Ressource
Connexion de Landau
Téléphone +33669750562
Où Domaine,l‘endroit
Qui Francois
Quoi Fracture de jambe
Quand environ 16:50
Intervention
Ressource
Données du cas sync
Web-Interface
for advanced collaboration
Connexion de Landau
Qui Francois
Quand environ 16:50
Intervention
Ressource
Web-Interface
for advanced collaboration
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Communication /
Collaboration
• Web Frontend
• Voice
• Video
• Text
• Desktop Sharing
Case Data
Management
• Transmission
• Harmonisation
• Compliance
• Translation
Inter-Agency
Engagement
(Service, Location)
• Manual Override
Agency
A
Agency
B
Inter-Agency
Engagement
(Service, Location)
• Manual Override

Cross-border
Citizen/Caller Engagement
• Transfer from 112 call in progress
112 Call Routing
Phone
Where
Who
What
When
Intervention
Ressource
Phone
Where
Who
What
When
Intervention
Ressource
Connexion de Landau
Qui Francois
Quand environ 16:50
Intervention
Ressource
Connexion de Landau
Qui Francois
Quand environ 16:50
Intervention
Ressource
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Communication /
Collaboration
• Web Frontend
• Voice
• Video
• Text
• Desktop Sharing
Case Data
Management
• Transmission
• Harmonisation
• Compliance
• Translation
Inter-Agency
Engagement
(Service, Location)
• Manual Override
Agency
A
Agency
B
112

Phone
Where
Who
What
When
Intervention
Ressource
Connexion de Landau
Qui Francois
Quand environ 16:50
Intervention
Ressource
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Communication /
Collaboration
• Web Frontend
• Voice
• Video
• Text
• Desktop Sharing
Case Data
Management
• Transmission
• Harmonisation
• Compliance
• Translation
Inter-Agency
Engagement
(Service, Location)
• Manual Override
Agency
A
112Cross-border
• Caller Web Application:
− Adding capabilities to locate
the caller

Phone
Where
Who
What
When
Intervention
Ressource
Connexion de Landau
Qui Francois
Quand environ 16:50
Intervention
Ressource
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
Communication /
Collaboration
• Web Frontend
• Voice
• Video
• Text
• Desktop Sharing
Case Data
Management
• Transmission
• Harmonisation
• Compliance
• Translation
Inter-Agency
Engagement
(Service, Location)
• Manual Override
Agency
A
112Cross-border
the caller
− Adding capabilities for
Multimedia Collaboration

CROSS-BORDER AND CROSS-AGENCY GATEWAY
Technologies applied to this concept
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
1st stage PSAP
2nd stage PSAP
2nd stage PSAP
2nd stage PSAP
PSAPs
Citizens
112 /
999
SIP
Voice
Video
Text
Web
Services
HTML5
WebRTC Voice
WebRTC Video
CAP / XML
CAP / XML
ISDN
Voice
ISDN
Voice
Voice
HTML5
WebRTC Video
SIP
Web
Services

 Technical draft for standard
 Requires new Service Provider backend (NGN & SIP)
 Full focus on Emergency Call Routing
 Side focus on Collaboration
 Service-oriented approach, based on
current networks
 Innovation: Adding new and required capabilities
– Location
– Situational Context
 Innovation: Adding channels beyond voice
– Video
– Text / Real Time Text

THE „REALLY BIG“ PICTURE
Cross-Agency and Cross-Border Collaboration
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
2nd stage PSAP

1st stage PSAP
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
1st stage PSAP
2nd stage PSAP
112/
999

1st stage PSAP
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
1st stage PSAP
3rd-party CC
TPS eCall
2nd stage PSAP
112/
999

Gateway Capabilities
 Case Data Transfer
 Multimedia Collaboration
 Secured Access
– General Public / Citizens
– Emergency Services and
Agencies
– Authorized 3rd-Party
Services
1st stage PSAP
Communication &
Collaboration
Case Data
Management
Transactional
Compliance
Emergency
Application
1st stage PSAP
3rd-party CC
TPS eCall
2nd stage PSAP
112/
999
Citizen
Agency
3rd-Party
Agency

SOLUTION PARTNERS
 Avaya
– http://www.avaya.com/de
– Avaya Aura Realtime MultiChannel Communication Platform
 Beta80
– http://www.beta80group.it/en
– Intermediate Gateway CAD Application and Case Database
 IES Solutions
– http://www.iessolutions.eu/en/
– Data Exchange, Notification & Alarming based on CAP
 Engelbart Software
– http://www.engelbart-software.com/
– Avaya DevConnect- and Avaya Breeze Integrations Partner
Luca Bergonzi
Uberto Delprato
Dirk Engelbart
Markus Bornheim

THIS PRESENTATION ON YOUTUBE
https://youtu.be/IgDog2QVMt4

Markus Bornheim
Avaya International Practice Lead
Public Safety & Emergency Services
bornheim@avaya.com
+49 69 7505-6213
Theodor-Heuss-Allee 112
60486 Frankfurt
Group „Emergency Engagement 4.0“
https://www.linkedin.com/groups/8516305
Markus Bornheim – Personal Profile
http://www.linkedin.com/in/markusbornheim
@m_bornheim
http://www.eena.org/pages/technical-committee-members
EENA
Vice-Chair EENA Tech & Ops Committee
Channel „Emergency Engagement 4.0“
https://www.youtube.com/channel/UC9Fh-t_SvF0Au38RHc2wQjg

EENA 2018 - Cross-border and cross-agency response

EENA 2018 - Cross-border and cross-agency response

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