The document discusses the NEXES project which aims to improve emergency services capabilities. It describes current PSAP systems that rely on voice calls and have limited location data and language support. The NEXES system would exploit internet technologies to provide improved caller data, location updates, total conversation capabilities, and interoperability between PSAPs, emergency response organizations, and first responders using standards like SIP and CAP. This would allow PSAP operators to better assist citizens, especially those with disabilities, and coordinate emergency responses.

1. NEXt generation Emergency Services
NEXES Iteration Two Workshop
Bucharest, November 2017
Improved Capabilities at the Hands of
PSAP Operators

2. Today’s PSAP System Capabilities
16 November 2017 NEXES Iteration Two Workshop 2
• Large majority of emergency voice calls;
• Limited support to SMS capability;
• Mobile handset location is received from the
mobile operator and accuracy varies depending
on the cell tower density;
• Caller information is provided by the network
operator.

3. Today’s PSAP System Shortcomings
• Reliance on Public Switched Telephone
Network (PSTN)-based audio calls;
• Unequal access of citizens experiencing
disability and special needs (alternative
communication SMS, fax, relay services, online
Apps);
• Limited call location capability;
• Limited multi-language capability (usually
restricted to languages of neighboring
countries).
16 November 2017 NEXES Iteration Two Workshop 3

4. NEXES - NG Emergency Services
Exploit Internet-enabled technologies to assist emergency services
Total Conversation
Audio capabilities
Video capabilities
Real-time text
Improved location
Caller Data
Medical conditions
Personal details
Emergency Contacts
Multimedia files
Automated devices
Improved Interaction
Amongst PSAP-ERO
Improved Interaction
Amongst ERO - FR
16 November 2017 NEXES Iteration Two Workshop 3

5. 16 November 2017 NEXES Iteration Two Workshop 3
Improved Capabilities for PSAP Operators
• Total Conversation
• Citizens, namely those experiencing disability or special
needs
• EROs and First Responders
• Improved Location
• Caller Data
• Multimedia File Transfer
• Advanced Call Routing
• PSAP Workload Improvement
• Automated Emergency Calls
• Improved Interaction with Citizens
• Improved Interoperability Amongst PSAPs
• Improved Interoperability PSAP-ERO-FRs

6. NEXES PSAP System - Total Conversation
• Audio, Video, Real Time Text
• Better support for the citizens with
disabilities or special needs
16 November 2017 NEXES Iteration Two Workshop 6

7. NEXES PSAP System - Improved Location
PSAP Now
NG PSAP
16 November 2017 NEXES Iteration Two Workshop 7

8. Constant
location
updates
Query and show
the location
16 November 2017 NEXES Iteration Two Workshop 8
NEXES PSAP System - Improved Location

9. • Caller data automatically provided to the PSAP
system by the NEXES App upon call answering
• NEXES PSAP system provides caller’s:
• Preferred languages: spoken, written, sign
• Emergency contacts;
• Alternative means of communication (alternative
phones)
• Home address
NEXES PSAP System - Caller Data
16 November 2017 NEXES Iteration Two Workshop 9

10. 1. PSAP/ERO Operator Requests medical data
2. Caller accepts sharing medical data
NEXES PSAP System - Caller Data
16 November 2017 NEXES Iteration Two Workshop 10

11. Caller sends multimedia
files to the PSAP
NEXES PSAP System - Multimedia File Transfer
16 November 2017 NEXES Iteration Two Workshop 11

12. • New caller data provided to the PSAP
system when call is established:
• Preferred language - sign language for a deaf
or hard hearing person
• Location information
• Based on this information, the call may be
routed to a specific PSAP operator
NEXES PSAP System - Advanced Call Routing
16 November 2017 NEXES Iteration Two Workshop 12

13. Advanced Call Routing - Language
Deaf
Citizen
calling 112
English
Tourist
calling 112
Call is routed
to a sign language
operator if one is
available
Call is routed
to an English
operator if one
is available
16 November 2017 NEXES Iteration Two Workshop 13

14. 16 November 2017 NEXES Iteration Two Workshop 14
In case of a major incident, improved location may help to
group incidents in the same area and route them to a special
waiting queue.
1. Major incident
multiple calls
from the same area
2. Calls are routed to a
special queue
PSAP Workload Improvement

15. Improved Interaction with Citizens
• Citizens have the liberty to choose from multiple
channels to reach emergency applications,
namely the NEXES App;
• Use of standardised data formats for location
data, caller information and medical data
• Total Conversation paradigm
• Interaction protocols (SIP, PESEA, PEMEA)
16 November 2017 NEXES Iteration Two Workshop 15

16. Improved Interoperability PSAP - ERO - FR
• Requirements
• Allow coordination and data exchange among
control centres
• Re-use existing protocols
• Technology agnostic
• The Common Alerting Protocol (CAP)
standard provides an open, non-
proprietary, digital message format (XML)
for all types of alerts and notifications.
16 November 2017 NEXES Iteration Two Workshop 16

17. • Using CAP, all CNVVF Control Centres
(national, regional and provincial) are
connected amongst them and cooperate,
exchanging info daily, with a large number
of other FRs CC
• NEXES uses a similar approach as CNVVF
• CAP messages are used to exchange
information between PSAP, EROs and FRs
16 November 2017 NEXES Iteration Two Workshop 17
Improved Interoperability PSAP - ERO - FR

18. NEXES PSAP System
• IP-enabled communication and information
technologies
• New caller data (medical data, location data,
emergency contacts, language preference)
• New communication channels (Total
Conversation)
• Data privacy concerns (e.g., medical data)
• Emergency Services Operator protection
issues (e.g., disturbing content)
16 November 2017 NEXES Iteration Two Workshop 18

19. • Existing PSAP systems may be adapted to support next
generation emergency services, available through the
Internet connectivity and SIP and delivering TC and
multimedia data exchange;
• The new NEXES PSAP operator console presents an
integrated call taking and handling capability, able to
receive all emergency calls originating from landline,
mobile and Internet networks, whether using voice, real-
time text, messaging, images or video;
• Advanced Call Routing mechanism based on Caller
Information, Location and PSAP Workload
• The NEXES PSAP System features a full set of next
generation functions
NEXES PSAP System - Results
16 November 2017 NEXES Iteration Two Workshop 19

20. Q&A
THANK YOU !
16 November 2017 NEXES Iteration Two Workshop 20
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