1	
  
	
  
Assessment	
  of	
  Emergency	
  Response	
  Times	
  on	
  Campus	
  when	
  using	
  Guardly	
  Safe	
  Cam...
 
2	
  
A	
  Primer	
  on	
  Implementing	
  Guardly	
  Safe	
  Campus™	
  as	
  a	
  Solution	
  
Safe	
  Campus™	
  is	
...
 
3	
  
On	
   average,	
   3.67	
   Situational	
   Intelligence™	
   features	
   were	
   used	
   by	
   dispatch	
   ...
 
4	
  
Incoming	
  Caller	
  Identification	
  and	
  Profiles	
  aid	
  in	
  Emergency	
  Response	
  Decisions	
  
Dis...
 
Appendix	
  A:	
  Study	
  Design	
  and	
  Research	
  Methods	
  
The	
  study	
  was	
  designed	
  to	
  determine	
...
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Guardly customer study - higher education

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Guardly customer study - higher education

  1. 1.   1     Assessment  of  Emergency  Response  Times  on  Campus  when  using  Guardly  Safe  Campus™   versus  Existing  Methods  of  Reporting,  Monitoring  and  Responding  to  Incidents   August  15,  2012     The  Campus  Security  department  of  a  Toronto-­‐based  university  commissioned  this  study  to  determine  whether  Guardly   Safe   Campus™  positively  influences   decision-­‐making   and   swiftness   of   incident   response   efforts   by   university   campus   security.  The  university  is  responsible  for  safeguarding  over  6,000  students,  staff  and  faculty  members  and  has  a  multi-­‐ building  campus  nestled  within  the  downtown  core  of  Toronto,  Ontario.       Customer  Need   • The   university   wanted   to   make   available   a   mobile   solution   that   enabled   students   to   quickly   alert   and   communicate  with  security  dispatch  in  any  situation,  anywhere  on  campus  grounds.   • Reporting  an  emergency  on  campus  had  been  traditionally  limited  to  blue  light  phones  and  emergency  call  boxes,   a  10-­‐digit  phone  number  and  extension  for  incoming  phone  calls,  and  walk-­‐ins  at  the  security  dispatch  desk.   • Mobility  was  important  to  overcome  the  stationary  limitations  of  blue  light  phones,  which  inhibit  one’s  ability  to   communicate  with  dispatch  if  they  need  to  change  locations  during  the  emergency.     • Typical  mobile  phone  calls  do  not  allow  for  dispatchers  to  track  a  mobile  caller’s  location.     Key  Findings   • Study  shows  Guardly  Safe  Campus™  reduces  emergency  response  times  by  an  average  of  44%  per  incident   • Guardly  Mobile  Apps  add  reliable  blue  light  phone  functionality  to  smartphones  of  students,  staff  and  faculty   • Dispatchers  used  mobile  location  data,  caller  identification  and  profile,  and  phone  features  in  96%  of  incidents   • Secure  instant  messaging  and  photo  sharing  were  helpful  to  dispatchers  in  at  least  33%  of  incidents     Market  Dynamics  and  Unmet  Need   Smartphone  adoption  among  college  students  has  risen  from  29%  (2009)  to  69%  (2012)  and  is  projected  to  increase   further  to  90%  by  2014,  according  to  a  Ball  State  University  studyi .     The  increase  of  mobile  phones  on  campus  is  correlated  to  the  increase  in  calls  to  campus  police  from  these  devices   versus  landlines  or  blue  light  phones.  Unfortunately,  Wireless  Enhanced  911  (E911)  does  not  provide  equivalent  location   accuracy  to  its  landline-­‐based  E911  counterpart.  Wireless  E911  may  take  up  to  6  minutes  to  report  a  caller’s  latitude  and   longitude  to  authorities,  according  to  Phase  2  of  the  US  FCC  requirement.     Blue  light  phones  are  commonly  placed  on  university  and  college  campuses  and  offer  features  such  as  two-­‐way  voice   and  being  a  visual  representation  of  safety  on  campus;  better  models  also  offer  strobe  lights,  sirens  and  streaming  video.   It  is  common  for  a  fraction  of  these  phones  to  be  out  of  service  on  campus  and  require  frequent  maintenance  and   support.  Certain  universities  have  made  plans  to  remove  these  phones  altogetherii .     There  is  an  unmet  need  to  provide  an  enhanced  set  of  information  about  mobile  callers,  which  includes  location  data,   caller   identification   and   other   profile   information   such   as   a   photo   and   known   medical   conditions   for   use   by   emergency  dispatchers  and  responders  at  private  and  public  institutions.    
  2. 2.   2   A  Primer  on  Implementing  Guardly  Safe  Campus™  as  a  Solution   Safe  Campus™  is  composed  of  two  major  software  components,  Guardly  Command™  and  Guardly  Mobile  Apps.   Guardly  Command™  is  a  web-­‐based  incident  management  system  that  helps  dispatch  personnel  to  monitor,  manage   and   respond   to   emergencies   within   their   campus   boundaries.   These   campus   boundaries   (or   geofences)   can   be   configured  to  work  with  multiple  dispatch  centers  or  persons  assigned  to  safeguard  different  parts  of  a  campus.  The   system   provides   real-­‐time   caller   location,   caller   identification   and   profile   information   (including   allergies,   medical   conditions,   medications   and   other   information),   which   the   company   calls   Situational   Intelligence™   data.   During   an   incident,  dispatchers  can  speak  with  the  caller  by  phone  or  engage  in  a  conversation  by  secure  instant  messaging.     Guardly  Mobile  Apps  are  provided  to  students,  staff  and  faculty  to  transform  their  smartphones  into  virtual  blue  light   emergency  phones  that  can  remotely  alert  central  dispatch  from  anywhere  on  campus  simply  by  launching  the  app.  The   mobile  application  provides  the  ability  to  communicate  with  dispatch  by  phone  and/or  secure  instant  messaging,  while   tracking  real-­‐time  location.  These  and  other  features,  such  as  photo  sharing,  help  to  provide  campus  police  with  more   information  to  make  better  decisions.   Guardly  Mobile  Apps  are  free  to  download  and  are  available  on  iOS  (Apple),  Android  (Google),  BlackBerry  and  Windows   Phone   7   devices.   Implementing   Safe   Campus™   does   not   require   any   internal   IT   integration   with   campus   law   enforcement  systems  and  can  be  done  within  hours.     Study  Results   Experimental  and  control  data  analysis  led  to  the  following  results.  For  an  overview  of  the  study  design  and  research   methods,  please  see  Appendix  A.   An  overall  reduction  in  response  time  by  44%  per  incident  (8  minutes  and  10  seconds)  on  average  was  found  when   comparing  experimental  data  to  control  data  (total  n=54).       Incident  response  times  were  spilt  into  two  incident  response  periods  (A  and  B,  as  shown  in  the  graph  “Guardly  vs.  Non-­‐ Guardly  Response  Times”  above):  (A)  the  time  difference  between  receiving  an  incoming  call  and  dispatching  security   personnel;   and   (B)   the   time   difference   between   dispatching   security   personnel   and   ending   the   incident.   Results   indicated  an  average  time  savings  of  50%  (33  seconds)  for  the  first  time-­‐measurement  category  (A),  as  total  average   time   elapsed   for   that   period   decreased   from   67   seconds   to   33   seconds   when   using   Guardly   Safe   Campus™.   For   the   second   time-­‐measurement   category   (B),   a   time   savings   of   43%   (7:37   minutes)   was   observed,   as   total   average   time   elapsed  for  that  period  decreased  from  17:27  minutes  to  9:50  minutes  when  using  Guardly  Safe  Campus™.   01:07   17:27   18:33   00:33   09:50   10:23   50.0%   43.6%   44.0%   20.0%   25.0%   30.0%   35.0%   40.0%   45.0%   50.0%   00:00   02:53   05:46   08:38   11:31   14:24   17:17   20:10   23:02   25:55   A   B   Total  Time   Response  Time  Saved  (percent)   Time    (mm:ss)   Incident  Response  Periods   Guardly  vs.  Non-­‐Guardly  Response  Times   Non-­‐Guardly   Guardly  
  3. 3.   3   On   average,   3.67   Situational   Intelligence™   features   were   used   by   dispatch   per   incident   when   using   the   Guardly   Command™  interface  of  Safe  Campus™.       It  was  found  that  2  or  more  features  were  used  in  100%  of  incidents  (location  and  profile  information)  and  that  3  or   more  features  were  used  in  96%  of  incidents.  Direct  one-­‐to-­‐one  calling  was  used  in  89%  of  the  cases,  secure  instant   messaging  was  used  in  44%  of  cases,  and  photo  sharing  was  used  in  33%  of  cases.     A  time-­‐adjustment  factor  of  2  minutes  and  30  seconds  was  added  to  each  experimental  incident  prior  to  calculating   the  study  results.     According  to  data  provided  by  our  customer  in  the  higher  education  industry,  there  is  typically  a  reduced  amount  of  foot   traffic   and   general   incidents   by   a   factor   of   50-­‐60%   over   the   summer   semester   (the   timeframe   in   which   the   testing   occurred).  To  remove  any  actual  or  apparent  bias  that  may  have  favored  faster  response  times,  this  time  adjustment   was  imposed.     It  is  possible  that  replicating  this  study  under  normal  conditions,  without  the  addition  of  a  time-­‐adjustment  factor,  may   yield  even  more  favorable  results.     Discussion   Secure  Instant  Messaging  Provides  Additional  Channel  for  Critical  Communication   Traditionally,   emergency   dispatch   centers   have   been   unable   to   receive   text   messages.   This   is   problematic   because   situations  can  arise  when  an  emergency  caller  is  either  under  duress  or  cannot  speak  for  other  reasons,  and  may  lose   their  ability  to  communicate  effectively  with  campus  police.  The  Virginia  Tech  shootings  in  2007  provide  a  good  example,   whereby  many  students  tried  sending  text  messages  to  authorities  rather  than  placing  phone  calls.  At  the  time,  those   authorities  were  unable  to  receive  those  text  messages  and  could  not  access  the  valuable  information  that  may  have   helped  in  response  and  rescue  efforts.     Safe  Campus™  provides  the  ability  to  send  and  receive  secure  instant  messages  (sent  over  HTTPS,  rather  than  SMS),   which  allows  callers  the  choice  of  communicating  by  text  when  they  feel  threatened  or  uncomfortable  speaking  on  the   phone.  This  functionality  is  useful  in  cases  when  a  person  is  hiding  for  safety  or  doesn’t  want  to  alert  an  assailant  that   they  are  communicating  with  security.  It  is  also  a  useful  method  to  enhance  accessibility  to  campus  police  for  those  with   hearing  impairments.   0%   50%   100%   Locafon   Profile   Info   Phone   Secure   IM   Photo   Sent   100%   100%   89%   44%   33%   Use  in  Percentage     of  Incidents   Situa^onal  Intelligence™    Features   Situa^onal  Intelligence™  Features  Used     per  Incident  by  Dispatchers  
  4. 4.   4   Incoming  Caller  Identification  and  Profiles  aid  in  Emergency  Response  Decisions   Dispatchers  are  faced  with  a  difficult  task.  They  are  required  to  quickly  distill  everything  they  can  about  a  situation  from   a  limited  set  of  information  and  make  the  best  possible  decisions.  Since  emergencies  can  vary  greatly,  incoming  caller   identification  and  profile  information  can  be  extremely  useful  to  dispatchers.     This   study   included   incidents   dealing   with   medical,   harassment,   assault   and   suspicious   person   concerns.   Medical   emergencies  are  one  of  the  most  frequent  types  of  incidents  that  warrant  immediate  response  and  can  be  caused  by   accidents  on  campus,  allergies  or  a  variety  of  other  pre-­‐existing  medical  conditions.     Harassment,  sexual  assault  and  workplace  harassment  cases  are  other  incidents  that  typically  show  a  recurring  pattern   or  trend  over  time.  It  is  valuable  for  a  dispatcher  to  have  quick  access  to  previous  incidents  associated  with  this  caller  so   that  they  can  glean  any  relevant  information  about  the  potential  assailant,  even  if  the  caller  cannot  engage  in  dialog  or   text-­‐based  communication.     The  Guardly  Command™  interface  displays  the  incoming  caller’s  profile  information,  which  includes  allergies,  medical   conditions  and  medications.  Its  reporting  interfaces  allow  dispatchers  to  quickly  view  every  past  incident  related  to  an   incoming  user’s  profile.  This  information  collectively  helps  dispatchers  make  better  real-­‐time  decisions.     Conclusion   Guardly  Safe  Campus™  Reduces  Emergency  Response  Times   Results  of  this  study  showed  Guardly  Safe  Campus™  to  help  security  personnel  respond  to  emergencies  44%  faster  than   traditional  methods,  suggesting  that  it  may  be  more  effective  than  many  existing  systems  in  place  for  both  reporting   emergencies   as   well   as   monitoring   and   responding   to   them   on   campus.   The   amount   of   time   saved   per   incident   on   average   may   offer   life-­‐saving   advantages   when   responding   to   medical   emergencies   and   when   alerting   an   entire   community  about  a  suspicious  person,  shooter  or  other  community  threat.   Dispatchers  make  Better  Decisions  with  Guardly  Command™   The   Situational   Intelligence™   data   provided   by   Guardly   Command™   was   a   significant   factor   leading   to   higher-­‐quality   decisions  by  dispatchers  when  using  Safe  Campus™  versus  existing  systems.  Study  data  indicated  that  dispatchers  used   3.67  Situational  Intelligence™  features  per  incident  on  average.  Better  information  led  to  making  correct  decisions  with   better   guidance   to   responding   security   personnel,   which   collectively   accounted   for   the   significant   reduction   in   emergency  response  times,  most  notably  a  50%  reduction  in  the  time  difference  between  receiving  an  incoming  call  and   dispatching  security  personnel.     Guardly  Mobile  Apps  Add  Blue  Light  Phone  Functionality  to  Smartphones   In  each  of  the  experimental  incidents,  the  inbound  emergency  callers  used  Guardly  Mobile  Apps  to  quickly  trigger  alerts   to  campus  security  dispatch.  The  Guardly  Mobile  Apps  also  helped  the  emergency  caller  communicate  time-­‐sensitive   information  using  a  two-­‐way,  two-­‐channel  interface  by  phone  and  secure  instant  messaging.  The  Guardly  Mobile  Apps   were  utilized  successfully  100%  of  the  time,  working  reliably  both  indoors  and  outdoors.                                                                                                                           i  Ball  State  University  Press  Release.  “Smartphone  use  by  collegians  dramatically  increases  as  mobile  Internet  use  soars”.  Feb.  22,  2012.   Accessed  online  at:  http://bit.ly/N4R6KR   ii  Campus  Safety  Magazine.  “U.C.  Davis  to  Remove  All  Campus  Safety  Phones”.  June  22,  2011.  Accessed  online  at:  http://bit.ly/Nb0QjB  
  5. 5.   Appendix  A:  Study  Design  and  Research  Methods   The  study  was  designed  to  determine  if  there  would  be  any  significant  changes  to  incident  response  times  when  using   Safe  Campus™  versus  incidents  reported  and  responded  to  using  traditional  means.     This  study  is  based  on  data  generated  from  live  emergency  incident  simulations  designed  to  replicate  real  on  campus   emergency   scenarios.   Data   selection   criteria   required   the   university   campus   security   department   to   identify   27   real   emergency   incidences   that   occurred   over   the   past   year   that   warranted   an   immediate   emergency   response   (control   group).  For  each  of  these  27  incidences:  (1)  the  emergency  caller  must  have  notified  and  communicated  with  campus   security  by  a  mobile  phone  or  an  existing  emergency  response  system;  and  (2)  the  emergency  incident  type  must  have   required  an  immediate  response  to  a  medical,  harassment,  assault,  or  suspicious  person  concern.     For  the  experimentation  phase  of  the  study,  a  testing  group  within  the  customer’s  campus  security  team  independently   recreated,  re-­‐enacted  and  simulated  each  of  the  27  incidents,  mimicking  the  location  of  the  emergency  call,  situation  at   hand  and  other  incident-­‐specific  attributes.  The  variables  of  significance  being  tested  were  the  use  of  Guardly  Mobile   Apps   to   report   the   emergency   (versus   traditional   methods   used   in   the   control   group)   and   Guardly   Command™   to   monitor,  manage  and  respond  to  these  simulated  emergencies.     Experimental  data  was  captured  and  compared  to  control  group  data  to  determine  any  significant  changes  to  incident   response  times.  Results  during  actual  emergencies  may  vary.  A  follow-­‐up  study  based  on  real-­‐life  customer  scenarios   using  Guardly  Safe  Campus™  will  be  performed  and  may  be  compared  to  this  pilot  study.     Appendix   B:   How   Guardly   Safe   Campus™   Complements   Emergency   or   Mass   Notification   Systems  for  Complete  Emergency  Management   The  Clery  Act  requires  universities  and  colleges  in  the  US  to  have  emergency  warning  systems  in  place  to  alert  their   students,  staff  and  faculty  of  campus  safety  concerns  within  a  short  period  of  time.  The  need  for  emergency  or  mass   notification   service   (EMNS)   continues   to   grow   among   educational   institutions,   governments,   and   private   enterprises   (regulated   or   not).   Increasingly,   mass   notification   systems   are   being   judged   on   their   ability   to   quickly   reach   large   audiences,  carrying  important  and  time-­‐sensitive  messages.  In  part,  the  competencies  of  these  systems  rely  on  decision   makers  finding  out  about  on-­‐premise  threats  as  soon  as  possible.     Gartner  released  a  report  in  January  2012  titled  The  Emergency  or  Mass  Notification  Service  Market:  Now  and  for  the   Next  Five  Years  that  emphasized  the  interplay  between  mobile  capabilities  and  EMNS  management.  Highlights  from  the   report  include:   • “Mobile  technology  has  become  a  critical  delivery  method  for  EMNS.”     • “In  2012  and  beyond,  EMNS  on  a  mobile  device  will  take  EMNS  well  beyond  messaging  and  into  emergency   management  operations  and  situational  awareness  of  overall  recovery  management.”     • “Two   of   the   features   that   will   become   standard   on   a   mobile   device   include:   geolocating   personnel   and   consuming  information  about  the  crisis  from  EMNS  participants,  and  then  pushing  it  out  to  their  mobile  devices   as  well  as  to  the  team  managing  the  crisis.”     Guardly   Safe   Campus™   supports   integration   with   many   of   the   leading   EMNS   systems   in   the   market   today.   Guardly   Mobile  Apps  provide  an  easy  way  to  transform  mobile  devices  of  students,  staff  and  faculty  into  blue  light  phones  that   can  help  departments  of  public  safety  and  police  find  out  about  events  occurring  on  campus  as  quickly  as  possible.  This   knowledge   and   additional   information   provided   by   Guardly   Command™   can   help   dispatchers   make   better   decisions,   placing  the  Safe  Campus™  suite  at  a  core  inflection  point  of  a  developing  emergency  incident  on  campus.     Future  studies  may  explore  the  how  Safe  Campus™  used  in  combination  with  EMNS  systems  may  result  in  better   situational  awareness  by  dispatchers  and  help  ensure  timely  delivery  of  alerts  to  campus  stakeholders  in  an  emergency   threatening  the  broader  campus  community.  

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