partnering with the 9-1-1 community to bring mobile data...

Partnering with the 9-1-1 Community to Bring Mobile Data to the PSAP

May 2016

MA Communication Supervisors Association

Agenda for today

Massachusetts - May 2016 1

Background & Introduction

RapidSOSHaven app

Launch plan & Next steps

• RapidSOScompany introduction

• Mission & vision

• Mobile Apps & Public Safety

• User Perspective

• PSAP Perspective

• Technology Platform

• Launch plan

• Training material

• Opportunities for testing

Questions & Answers

• Your feedback

o Thoughts?

o Questions?

Real-time health / medical information

Precise location (X,Y,Z)

Connection over any medium: cellular, bluetooth, wifi

Camera feed

Texting

Voice

Video conferencing

Route planning / directions

Emergency contacts

Language translation

Smartphones have become very powerful devices


Have helped commercialize 70+

start-ups

Developed mission critical code for

national labs

Extensive mobile, telecom, and back-end

development experience

Have helped raise $4B+ for rapidly growing

companies

So we started thinking: “This should be easy, like Uber”


Henry KatzMichael Martin Nick Horelik Reinhard EklAnna Potapov

• Route to the correct PSAP, not the closest PSAP

• Supply information through ALI/ANI database

• Most PSAPs can’t receive additional data

• PSAPs treat calls with different COS differently

• Notifying family/friends doesn’t replace calling 911

• App must not override 911 call through native dialer

• Immediate voice connection to PSAP is paramount

• Family/friends should not interfere with 911 call

• Not all users have Location Services activated

• Not all PSAPs have access to the internet

• Automated dialing is forbidden in some jurisdictions

• Third party call centers need to have certain abilities

• Apps need to prevent inadvertent dialing

“Public Safety Considerations for Smartphone App Developers”

Turns out: It’s not so easy – lots of aspects to consider


• Comply with industry standards

• Work anywhere in the country

• Be as reliable as the existing 9-1-1 system

• Preserve the familiar simplicity of dialing 9-1-1

• Connect (route) users to the appropriate PSAP

• Efficiently use and monitor a device’s battery

• Work without delay, regardless of any updates to the device’s operating system or the app itself

• Be free to use for the public

• Not impose unreasonable costs on PSAPs

• Comply with FCC rules, state and local regulations, and industry best practices

• Be device and operating system agnostic

• Meet public safety’s cybersecurity requirements

And even more considerations for Public Safety Apps…


“An effective app should..”


9-1-1 Advisory Board: advice & guidance

PatrickHalley

Executive Director, NG9-1-1 Institute

Formerly at FCC (Associate Chief

Wireline Competition Bureau,

Legal Advisor to Chairman Wheeler)

Formerly NENA Director of

Government Affairs

Avaya's Chief Architect for

Worldwide Public Safety Solutions

Co-vice chairman of the EENA NG112

Committee

“The Voice of 9-1-1” – Prolific Podcaster

MarkFletcher

9-1-1 Program Manager, North

Central Texas Council of Governments

Currently President of NENA

20-year industry veteran with positions in Operations,

Education, Training

ChristyWilliams

Thera Bradshaw

Formerly President APCO,

NENA

Formerly CIO City of Los

Angeles

Formerly 9-1-1 Executive

Director, Hawaii

Wolfgang Kampichler

Co-Technical Chair EENA (Europe)

Former Co-Chair at NENA Industry Collaboration

Events

Leading Researcher in SIP/IP-enabled

Emergency Communications

Over the top

Third party call center

Not feasible(Budget, Screen Real Estate)

Unsafe(Delays, Human Error)

Text-to-speech

Selectively to enhance ALI/ANI data when caller can’t speak

ALI/ANIPreferred solution for Legacy PSAPs

CPE/CAD integration

Selectively to enhance ALI data (with cooperative CPE/CAD vendors)

NG911Preferred solution for NG911 PSAPs

+ No cost to PSAP+ No training required+ Integrates into existing software & procedures

+ Comprehensive data format+ Will ultimately become industry standard

What we’ve learned: Many ways to bring data to PSAP..


Precise device-based location(Civic dispatchable address + x/y)

Type of emergency

Relevant medical & demographic data

Text-to-speech when the user can’t speak

All through Existing System(ALI display & Voice channel into all local primary PSAPs)

The RapidSOS Haven Application

ha·ven (ˈhāvən): a place of safety or refuge

9Massachusetts - May 2016

User in Emergency

RapidSOS Virtual Data Centers

Primary local9-1-1 PSAP*

Integrated Intelligence to Manage Session

E9-1-1+ (CPE integration)

+ (i3 NG911)

Wifi

Cell Data

Voice

App determines signal strength & selects appropriate communication

If no service, keeps trying until emergency is over

Call routing to local primary PSAP – calls come in as E9-1-1 calls with more accurate data than wireless calls

Robust voice connection established with correct PSAP RapidSOS actively manage connection to end user to transmit

data/voice/text through most effective means possible


* Calls are routed to the primary PSAP according to jurisdictional boundaries for VoIP (even for PSAPs that don’t receive wireless calls)

GPS

Cell Tower Triangulation

Bluetooth

WiFi

Massachusetts - May 2016

Location, Location, Location

Barometric Pressure

21

RapidSOS Haven: Caller View

Trigger AlertCaller triggers an alert by selecting one of four emergency types

1 Speak to PSAPCaller gets connected to PSAP based on location, voice connection is established

3

Confirm locationCaller confirms location on map, selects pre-set locations or waits for timer to run down

2


MSAG address

RapidSOS Haven: What PSAPs See (1/2)Call with Civic Address – ALI Spill

11/17/2015 09:42:28(650) 804-0878 VOIP ID= 162

EKL, REINHARD - MOBILE CALLER 526 ESN 12345

7TH AVE

RSOS POLICE ACC 5M

NEW YORK NYCO=RSOS P# (555) 555-5555

X=-073.988814 Y=+40.753808

Raw ALI Format

Callback number

Class of Service

Name

Additional Information: RSOS (our NENA Company ID, Type of Emergency (Police/Medical/Fire/Carcrash),

Accuracy of location in meters

Lat/Long

CPE/CAD display


Plotted on CPE/CAD Map

• Class of Service: When we provision a MSAG-valid address, the Class of Service is VOIP(or VNOM for Nomadic VoIP, if this Class of Service is already used in your jurisdiction)

• Additional information: available in the Location 2/ Exact field• Type of Emergency: POLICE, FIRE, MEDICAL, or CARCRASH• Accuracy in meters (e.g., ACC 5M means Accuracy of 5 Meters, ACC 50M = 50 meters, etc.)

RapidSOS Haven: What PSAPs See (2/2)Call with Geospatial Location – ALI Spill

11/17/2015 09:42:28(650) 804-0878 WPH2 ID= 162

RAPIDSOS MOBILE GPS LOCATIONVERIFY ESN 12345

VERIFY

NEW YORK NYCO=RSOS P# (555) 555-5555

X=-073.988814 Y=+40.753808

Raw ALI format

Callback number

Class of Service

CPE/CAD display

ALI spill

Lat/Long


Plotted on CPE/CAD Map

• Class of Service: When we only provide coordinates, the Class of Service is WPH2 (or VMBL for VoIP Mobile if requested on state-wide basis)

• The x/y coordinates will appear immediately when the call comes in(device location based on GPS/WiFi/etc., any re-bids won’t refresh/update this location)

• Additional information: not yet available for calls without a civic address

Default Subscriber Name

Class of Service - Recap

If we canprovision an MSAG-valid

address

If we can’tprovision an MSAG-valid

address

• Class of Service is VOIP/VNOM• Location information is a civic address in your ALI display• Your mapping software (if available) will map off this civic address

• Class of Service is WPH2 • Location information are x/y-coordinates in your ALI display• Your mapping software (if available) will map off these

coordinates• In some cases, your mapping software might geocode these

coordinates to the closest civic address


Texting and “Can’t Speak” Mode: User Perspective

When a Caller Uses RapidSOS’ Texting Feature

• User can type in texts (Currently, English language support only)

• Text is spoken to the call taker

• User receives feedback “Your message is being communicated, please listen for a response”

• At all times, caller can hear call taker’s voice

• At all times, call taker can hear caller’s voice

When a Caller Uses “Can’t Speak” Mode

• Pertinent information about the emergency is spoken to the call taker(Location, Name, Type, Medical/Demographic Data)

• User receives feedback “Your information is being communicated to 9-1-1, please listen for a response”

• At all times, caller can hear call taker’s voice

• At all times, call taker can hear caller’s voice

• At all times, caller can type in a text (see above)


What PSAPs Hear: Scenarios (1/3)

Scenario Caller Texts Using RapidSOS Haven

What Will Happen You will hear text-to-speech of the caller’s message.

What You Will Hear(Click to Play)

17

• In some scenarios, we use automated recordings to provide supplementary information• The caller will always be able to hear your voice, so you can ask questions!• Even when recordings are playing, you will hear the callers voice too.



18

Scenario Caller Using RapidSOS is Disconnected

What Will Happen

RapidSOS Haven will automatically reconnect the caller as long as the call taker stays on the line (if you release the call, we stop all reconnection).

While we reconnect the caller, you will hear useful information.




19

Scenario Caller Cannot Speak

(Indicated with RapidSOS Haven’s “Can’t Speak” Mode)

What Will Happen RapidSOS Haven will speak for the caller. At all times, the caller will be able to hear your voice, and you will be able to hear their voice if they speak.



Extensive Testing Leading Up to Launch


Development and Internal Testing

12/20152013 2014 2015

PSAP and External Testing

iOS Beta Rollout to 9-1-1 Professionals/Responders

06/2016

Today

Public Launch:June 2016

“Soft Launch” on iOS

Android Beta

Next Steps and Additional Information

• PSAP Training Portal: www.RapidSOS.com/psaptraining– Self-guided online training

– FAQs

– NENA Webinar

• Testing– iPhone app: iTunes App Store

– Android app: “Beta” version available – contact [email protected]

– Free subscription for 911: www.RapidSOS.com/referrals/RapidSOS911community

• Any questions?– Reinhard Ekl - [email protected]


http://www.rapidsos.com/psaptraining

mailto:[email protected]

http://www.rapidsos.com/referrals/RapidSOS911community

mailto:[email protected]

Questions & Answers

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