malaysia emergency response services - mers 999
TRANSCRIPT
Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia
22 MAY 2012
GIS IN EMERGENCY COMMUNICATION – THE MERS 999 EXPERIENCE
SESI IV: GEOSPATIAL INFORMATION FOR PUBLIC SAFETY
AGENDA
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• Introduction
• Overview of MERS 999
• GIS in Emergency and Public Safety – MERS 999 2D map features
– 3D Panoramic Street Level View Imagery Map
• Success stories – MSAFE Cyberjaya: MERS 999, CCTV & 2D map integration
– MSAFE Putrajaya: MERS 999, CCTV, 2D map & 3D Map integration
– MSAFE Johor Bahru: MERS 999, Multi Platform CCTV & 2D map integration
• Challenges
• Conclusion
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To meet the challenges in a radical new way, Government have committed to the Government Transformation Program (GTP), in accordance with the principles of 1Malaysia, People First, Performance Now.
Improvement in Government’s delivery of Public Services including Emergency Services that underpin Government’s ability to develop the country.
Top priority under NKRA: Reduce crime & Improvement of Public Services Delivery …to ensure that we and our loved ones are safe.
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Source: GTP Annual Report 2010 4
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OVERVIEW OF MERS 999
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An integrated system to automate emergency Call Taking and Dispatching via a single number: 999
MERS 999 consolidates services from 5 of Malaysia’s core Public Safety and Emergency Agencies in one platform
Police, Fire and Rescue, Hospitals, Civil Defence & Malaysia Maritime Enforcement Agency
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1. Public.
2. Kementerian Penerangan, Komunikasi dan Kebudayaan.
3. Majlis Keselamatan Negara.
4. Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia (MAMPU).
5. Suruhanjaya Komunikasi dan Multimedia Malaysia.
6. Kementerian Dalam Negeri.
7. Kementerian Kesihatan Malaysia.
8. Kementerian Perumahan dan Kerajaan Tempatan.
9. Perbadanan Putrajaya.
10. Telekom Malaysia.
11. Polis DiRaja Malaysia.
12. Jabatan Bomba dan Penyelamat Malaysia.
13. Jabatan Pertahanan Awam Malaysia. 14. Fixed line and Cellular Operators
TM, Celcom, Maxis, DiGi, Time dot Com, U Mobile
New Stakeholder
Agensi Penguatkuasa Maritim Malaysia
MERS 999 concept is based on 9-1-1 National Emergency Number Association (NENA) and European Emergency Number Association (EENA), a professional body that manage 9-1-1 emergency calls in North America, Canada and Europe respectively.
Telekom Malaysia (TM) was appointed to build and operate new MERS 999 system and sole provider for the Government of Malaysia.
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• The protection and safety of human life.
• The preservation and protection of property and environment.
• The improvement of the quality in life and social conditions for the public.
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MERS 999 Corporate Video MERS 999 ANI and ALI Video
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999 RC MELAKA
999 RC KCH
999 RC KL
999 RC Kuching answer all 999 calls in Sabah and Sarawak 999 RC KL and Melaka
answer all 999 calls in Peninsular Malaysia
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• All 999 Response Centers are ISO 9001:2008 Certified…!!
The dispatch unit • Arrive at scene, • Analyze situation (environment
& victims) • Proceed based on SOP
Agency Dispatch Center accepts emergency calls and info on the incident
999 Response Center (PSAP) • Accepts, • verify, • filter, • analyze and • send emergency call to
relevant agency according to event code
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PDRM JBPM KKM JPAM APMM
Create
Call Card
Transfer
Caller
Monitor The Call
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Salutation
“Kecemasan, Boleh saya bantu?”
Type Of Calls
Decision on type of calls
Event Codes
14 Event Codes
Single or Multiple ESP
Refer to Event Codes
Ensure Call Establishment
“What is the emergency? “Where is the incident taking place?” “What is your name?” option “Is this your contact number?” option
Send
Call Card
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Closed The Calls End the call
Answer call Apply call taking procedure
Apply call card creating procedure
Apply call card (data) transferring procedure Apply call (voice) transferring procedure
Assess
The Call
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KPI 999 RC according to Akta Komunikasi dan Multimedia 1998 : 100% calls received will be answered within 20 seconds 90% calls will be answered within 10 seconds
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25/03/2012 25/04/2012
SISTEM MERS SISTEM MERS
Jumlah panggilan diterima 1,939,664 2,066,293 6.53% 100.00%
Jumlah panggilan kecemasan 38,459 40,667 5.74% 1.97%
Jumlah panggilan "Non-Emergency Call/Others" 37,391 39,608 5.93% 1.92%
Jumlah panggilan palsu 229,350 254,487 10.96% 12.32%
Jumlah panggilan senyap 1,206,410 1,279,011 6.02% 61.90%
Jumlah panggilan diputuskan oleh pemanggil 427,675 452,091 5.71% 21.88%
Jumlah panggilan "Test Call" 379 429 13.19% 0.02%
Agihan Panggilan Kecemasan
Jumlah panggilan kecemasan disalurkan ke:
Jumlah panggilan kecemasan disalurkan ke PDRM 12,158 13,016 7.06% 32.01%
Jumlah panggilan kecemasan disalurkan ke JBPM 5,182 5,117 -1.25% 12.58%
Jumlah panggilan kecemasan disalurkan ke KKM 16,692 17,671 5.87% 43.45%
Jumlah panggilan kecemasan disalurkan ke JPAM 4,405 4,830 9.65% 11.88%
Jumlah panggilan kecemasan disalurkan ke Private Service 22 33 50.00% 0.08%
Perkara% Peningkatan/
Penurunan
% Jenis Panggilan
(Apr '12)
PDRM 13,016
(32.01%)
JBPM5,117 (12.58%)
KKM 17,671
(43.45%)
JPAM4,830 (11.88%)
Private Service33 (0.08%)
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Source: MERS 999 General Operational Concept document 17
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INCIDENT CALL CARD + CALLER VOICE COPY CALL CARD NOTE
1 Perubatan (Medical) HOSPITAL - -
2 Jenayah (Crime) POLIS - -
3 Kebakaran (Fire) BOMBA POLIS -
4 Kemalangan (Accident) POLIS - Kuala Lumpur: Polis Trafik KL
5 Kemalangan + Mangsa (Accident + Victim)
HOSPITAL POLIS -
6 Kemalangan + HAZMAT (Accident + Hazmat)
BOMBA POLIS -
7 Bantuan Kemanusiaan (Humanitarian Service) JPAM - -
8 Mencari & Menyelamat (Search & Rescue)
BOMBA POLIS -
9 Panggilan Senyap (Silent Call) RC - ‘Suspicious silent’ hantar ke POLIS
10 Panggilan Terputus (Drop Call) RC - ‘Suspicious drop’ hantar ke POLIS
11 Bantuan Khas (Special Service) BOMBA - -
12 Perkhidmatan Persendirian (Private Service)
Ambulan / Hospital Swasta - -
13 Penguatkuasaan di Laut APMM PDRM -
14 Kecemasan di Laut APMM PDRM, JBPM, KKM, JPAM - 18
Computer Telephony Interface (CTI)
Computer Aided Dispatch GIS (2D & 3D Panoramic Street
Level View Imagery Map)
Management Dashboard
Call Taking Protocol
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CTI : Computer Telephony Interface
Cutting-edge computer telephone technology delivers the latest tech in call processing.
CTI integrates with the emergency lines allowing to delimit safety parameter from an address and instantaneously produce an exhausting list of addresses.
CAD : Computer-Aided Dispatch
A powerful real time command & control process, that tracks information relating to all calls and field unit activities.
Captures incident related information, resource availability, resource status & resource recommendation.
GIS : Geographical Information System
Integrated to the CAD System as helpful tool in visualizing the overall situation.
Can visualize location of calls, incident, track vehicles & resources through GPS & Automated Vehicle Location System (AVLS)
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Voice Recording
Filter Crank Calls & Prank Calls.
State of the art digital voice recording technology, using the latest storage and retrieval technology.
Store up to 7 years of storage for any evidence to be used legally by the authority.
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Emergency Business Intelligence
Gather and retrieve consolidated data for emergency services – able to view from dashboard.
Fulfill any reporting requirement and fully integrated with CAD to help save time and money.
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GIS IN EMERGENCY & PUBLIC SAFETY
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Map layer usage in MERS 999:
a) Shared Layer
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i- Digital map layer for Malaysia vii - Main road layer
ii - State layer viii - Minor road layer
iii - City layer ix - Building layer
iv - Section layer x - Water resource layer
v - Sub-section layer xi - Green area layer
vi - Express way layer xii - Housing lot layer
Map layer usage in MERS 999:
b) Agencies Layer
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PDRM layer Agencies boundary layer Agencies POI layer
KKM layer Agencies boundary layer Agencies POI layer
APMM layer Agencies boundary layer Agencies POI layer Sea boundary layer
JBPM layer Agencies boundary layer Agencies POI layer Fire hydrant layer
JPAM layer Agencies boundary layer Agencies POI layer
Map layer usage in MERS 999:
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PDRM Boundary
KKM Boundary
JPAM Boundary
JBPM Boundary
Sample of Agencies layer
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Integration with 999 ANI / ALI feature for caller identification once a call is received
ANI : Automatic Number Identification ALI : Automatic Location Identification
Assist emergency responders with map as a guide to reach emergency victims.
Locate incident instantaneously.
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MERS 999 2D MAP FEATURES
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Comprehensive geocoding of addresses into the digital map.
• To match between telephone numbers to the telephone installation address on digital map.
• Approximately 2 million subscribers already geocoded in the digital map.
• Geocode Fire Hydrants on the map, to assist firemen to locate the fire hydrant instantaneously.
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Comprehensive geocoding of addresses into the digital map.
Customization of “Point of Interest” based on agency preference.
Usage of layers and layers of digital map.
Setup of operational boundaries by color and map out safety zone.
Plotting of customized icons for agency usage as Police logo, Fire & Rescue logo and fire hydrant.
To date, nearly 97.25 % of fixed line geocoded.
Continuous process for MERS 999.
For data maintenance, average of 30,000 to 40,000 geocoded every month.
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Usage of grid for hospital
Deployed in MERS 999 System to assist hospitals to identify the coverage boundary of ambulance service.
Also to assist ambulance to identify quickly the incident location.
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4 KM x 4 KM grid.
Deployed in MERS 999 System to assist hospitals to identify the coverage boundary of ambulance service.
Also to assist ambulance to identify quickly the incident location.
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ANI / ALI capabilities visible from Celcos
Commissioned beginning December 2010.
It displays the name and address of the caller based on Longitude and Latitude.
Also displays on the digital map the location of the caller to the nearest base stations.
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Color codes are used to differ properties, type of streets, building etc.
Tagging of each premise or properties name such as shop lots, shopping mall, schools etc.
Display house or lot number for each properties.
Residential lots
Bungalow lots Commercial Areas 38
No Function Existing CAD Enhanced CAD Description
1 Mobile CAD Standard Static
GUI
MCAD Evaluative
GUI
Vehicle MCAD Routing function from an external
Service
2 MCAD Routing local routing Same CAD-Station
MAP
Dynamic Data Explorer; Daily report activity,
Manager use historic data, Displaying them on the
MAP, and produce a series of reports
3 Request
module
Request
Historic
Same CAD-Station The complete Patient information in the
Ambulance, from the CAD.
4 Patient
Information
N/A Complete Patient
Info Complete Patient Information in the MCAD
MERS 3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP
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One of the initiatives to make Putrajaya as a safe city.
MSAFE supports the Government Transformation Program (GTP) to reduce crime.
Work started in March 2010 and launched in August 2010.
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IPD Putrajaya with MERS 999 system
Perbadanan Putrajaya with MERS 999 system
• Integration with 176 CCTVs throughout Putrajaya • 878 KM 3D 360 Panoramic Street Level Image
capturing
3D 360 AR Map
3D 360 AR Map
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7) Active Call Cards
2) CCTV display selected by PED 3) 3D AR Map at
the incident location.
4) CCTV List
6) Emergency Information
5) CCTV Control Panel.
1) PED can choose the CCTV display.
3D AR
CCTV
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• Navigating and measuring with 3D 3600 Panoramic Street Level image provides users with a “visual context” of the area.
• Provide a certain level of visualization and analytics capabilities.
• Supplement existing 2D map and location information to assist first responders with critical decisions before arriving on the scene.
• Users are more aware of landmarks and other factors like tools, speed limits and the size of the roads .
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Length Measurement
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Height Measurement
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Polygon Measurement
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Architectural Measurement
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Street assets – street light
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Business address geocoding
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1. Navigation and measurement of 360
Panoramic Road Level image which
gives visual context of the interest areas.
2. Able to portray the analytical image.
3. Complement the existing MERS 999 2D
map to assist emergency select their
resources before dispatching
activities.
4. The users are more sensitive to the landmarks and points of interest.
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Perfect for event planning without physically going to the site.
Suitable for inventory management.
Data collection and study of any security threat.
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7) Active Call Cards
2) CCTV display selected by PED 3) 2D Map
Map at the incident location.
4) CCTV List Within radius
6) Emergency Information
5) CCTV Control Panel.
1) PED can choose the CCTV display.
2D Map CCTV
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JOHOR BAHRU
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MSAFE Johor have the uniqueness as follows:
1. Automatic triggering of system based on incident.
2. Recommend and display the nearest CCTV within 100
meters to 1000 meters
3. Display agencies boundary
4. Integration to multi platform CCTV
JOHOR BAHRU
MERS 999 SUCCESS STORIES
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Traceable to Public Safety International Standard
Sole provider of MERS 999 for the Government of Malaysia.
Recognized by
National Emergency Number Association (NENA) 911, a professional body that manage 911 emergency calls in North America and Canada.
International Academies of Emergency Dispatch (IAED)
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Medical Protocol in Bahasa Malaysia
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1st in the world
Bahasa Malaysia
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Malaysia is the FIRST country in the region to implement online Medical Protocol in emergency services.
Used by more than 30 countries with translation.
Language translation include in Chinese, Arabic, Tamil, Spanish, Bahasa Malaysia, etc.
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999RC the FIRST to implement FIRE PROTOCOL in the region.
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Use X & Y coordinates from the MERS 999 Map system to trigger closest CCTV for Hotspot Zoom
Live CCTV feed to Police Station
Emergency call received and recorded by 999 RC and sent to Cyberjaya
Use X & Y coordinates from the MERS 999 Map system to trigger closest CCTV for Hotspot Zoom
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MERS 999 APPRECIATION BY EMERGENCY AGENCIES
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MERS 999 MEDIA COVERAGE
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MERS 999 MEDIA COVERAGE
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MERS 999 MEDIA COVERAGE
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CHALLENGES
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1. Map accuracy - to locate exactly the incident location (5km or more radius).
2. Data accuracy from cellular provider (Longitude and Latitude) and profile of the registered users.
3. Geocoding process – a continuous effort due to dynamic movement of the telephone subscribers and new development of residential areas.
4. Updating of map – a continuous effort because of changing landscape due to new development.
5. Sharing of common information among all agencies.
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CONCLUSION
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GIS and geospatial data usage in emergency is critical for effective communication and collaboration between agencies. MERS 999 is continually improving its GIS and geospatial data for use in emergency communications and disaster management.
TAKE AWAY MESSAGE…
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Tanah Runtuh Hulu Langat 21 May 2011