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TRANSCRIPT
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ASAP to the PSAP: Reducing 9-1-1 Processing Time
by Minutes for Alarm Notifications Between Alarm
Monitoring Companies 9-1-1 PSAPs
August 20, 2012
Bill Hobgood, Project Manager, City of Richmond, DIT Public
Safety Team & Project Coordinator, APCO International
Steve Correll, Executive Director, Nlets
Agenda
� The ASAP Standard
� How it Works
� PSAP Experiences
� Central Station Implementations
� Current Status
� Nlets Overview
� Questions & Answers
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Acronyms and Definitions
►APCO - Association of Public Safety Communications Officials
►ASAP – Automated Secure Alarm Protocol
►CSAA – Central Station Alarm Association
►NIEM – National Information Exchange Model
►NLETS – The International Justice & Public Safety Sharing Network
►PSAP – Public Safety Answering Point
Case Study – The Automated Secure Alarm Protocol
(ASAP)
The Birth of an American National Standard
Official ANS Name: APCO/CSAA 2.101.1-2008 ANS Alarm Monitoring Company to PSAP CAD External Alarm Interface Exchange
Adoption Date: January 15, 2009
►Standards-Based– XML– Converted from Custom Template to GJXDM then to NIEM
►No Longer a Pilot; in full production
►Rebranded [April 2011]: The Automated Secure Alarm Protocol (ASAP)
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By The Numbers
� PSAPs – 6,500 primary & secondary
� Police/Fire/Med Agencies – 20,000+
� Central Station Dispatches 22,800,000 annually1
� 15,000 to Richmond’s 9-1-1 PSAP
� 150,000 to the Houston Emergency Center
� PSAPs 2010 Call Volume 250,000,000 annually
1 Source: Security Industry Alarm Coalition
Automated Secure Alarm Protocol - Purpose
To provide a standard data exchange for electronically transmitting
information between an Alarm Monitoring Company and a Public
Safety Answering Point (PSAP).
Generic Explanation: The exchange replaces the telephone calls
between the Alarm Monitoring Company operator and the 911
PSAP call-taker.
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How ASAP Works
Initial Notification of New Alarm Event
Three Primary Uses
• Central Station initiates notification of new alarm event
•Central Station Incident Number Sent to PSAP
How ASAP Works
Three Primary Uses
• Acknowledgement by PSAP that notification has been
Accepted or Rejected
• PSAP Incident Number Returned to Alarm Company
PSAP’s Response & Acknowledgement
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How ASAP Works
Three Primary Uses
• Updates from Alarm Company
• Key-holder information• Request to cancel dispatch
• Response to PSAP questions
Bi-Directional Status & Response Updates
• Updates from the PSAP
• Resources dispatched• Resources arrived on scene
• Call closure with disposition• Request for information
Automated Secure Alarm Protocol - Goals
Goal #1
Eliminate the telephone calls between
the Alarm Monitoring Company and
the 9-1-1 PSAPTelephone Call VolumeTelephone Call VolumeTelephone Call VolumeTelephone Call VolumeFrom Alarm CompaniesFrom Alarm CompaniesFrom Alarm CompaniesFrom Alarm Companies
Alarm Monitoring CompanyAlarm Monitoring CompanyAlarm Monitoring CompanyAlarm Monitoring CompanyPublic Safety PSAPPublic Safety PSAPPublic Safety PSAPPublic Safety PSAP
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Automated Secure Alarm Protocol - Goals
Eliminate miscommunication between
the Alarm Monitoring Company
operators and the
9-1-1 PSAP call-takers
I can’t understand you.How do you spell that street?
I can’t hear you, call back.
Mistakes&
Miscommunication
Goal #2
Automated Secure Alarm Protocol - Goals
Goal #3
Decrease processing & response
times to alarm-related calls-for-
service with an increase in law
enforcement apprehensions made,
fires more quickly extinguished,
and lives saved.Processing &
Response Times
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ASAP to the PSAP – Comparative Analysis
Traditional Delivery Versus Use of ASAP
Alarm Co Alarm Co Alarm Co Alarm Co ProcessesProcessesProcessesProcesses
Telephone Telephone Telephone Telephone CallCallCallCall
RingingRingingRingingRinging
Gather Gather Gather Gather InformationInformationInformationInformation
Dispatch Dispatch Dispatch Dispatch UnitsUnitsUnitsUnits
Without ASAP: Delivery via Telephone
Alarm Co Alarm Co Alarm Co Alarm Co ProcessesProcessesProcessesProcesses
No Phone No Phone No Phone No Phone CallCallCallCall
No Gathering No Gathering No Gathering No Gathering InformationInformationInformationInformationProcess Process Process Process DataDataDataData
Dispatch Dispatch Dispatch Dispatch UnitsUnitsUnitsUnits
With ASAP………..
1 ½ - 3 minutes or more
15 seconds or less
ASAP – Outcomes in VirginiaRichmond’s and York County’s Experiences
► 16,000+ total alarm exchanges transmitted:
– No telephone call; No call-taker involvement
– Spelling mistakes & accidental transposition of street address numbers eliminated
– No low volume headset issues
– No need to try to interpret accents
– Works efficiently regardless of how inundated 9-1-1 call takers may be
► Was…
– 1½ min - average process time w/o repetition
– up to 3 min (sometimes more) – process time for some alarm calls
– Alarm operators sometimes placed on hold for 8 – 10 minutes
– The worse call in the PSAP
► Now…
– 15 sec or less - average turnaround time via the interface
– The most accurate and concise call in the PSAP
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ASAP – Outcomes in Houston, Texas
Houston’s Experience Since April 28, 2011
► Demographics
• 634 square miles (10 times larger than Richmond, Va)
• 2.3 million people (4th most populous city in the U.S.)
• 4th largest 9-1-1 PSAP in the United States
► Consistent 13% Drop in the Number of Police Alarms Handled by a Call-taker :
• Houston receives more than 2,600 police alarms weekly
• 43,000 alarm systems monitored by 3 participating alarm
companies
► Non-Emergency Telephone Call Volume Reduced by 15%
► Potential Savings of $1 - $2 million annually
Houston’s Emergency Center
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PSAP Challenges That ASAP Can Help► PSAP telephone call taking process
� Call-takers must place priority in answering 9-1-1 calls
� Alarm companies call on 7-digit numbers; frequent answer delays
� PSAP resources often limited; staffing shortages; overtime
� NG9-1-1 to allow citizens to send texts, pictures, and video: PSAP resources to be stretched even further
► Computer-Aided Dispatch (CAD) providers
– Dozens of CAD providers versus 6 - 7 alarm automation providers
– Six CAD tier one providers have or developing a solution
– Many others have expressed interest but waiting on PSAPs to come forward
– Outreach efforts must continue
► ASAP is an ANSI-standard based on open standards
– One size fits all no matter how small or large the agency
– CAD providers can develop interface once and market many times
– Non-vendor specific
Alarm Industry Challenges/Responsibilities►Addresses must sync to PSAP’s address file (MSAG/Geo-file)
– Bulk address validations
▪ From new participating alarm company to PSAPs already participating with the ASAP program
▪ To new participating PSAP from alarm companies already participating with the ASAP program
▪ Address validations confirm that address is correct within the participating jurisdiction only
▪ Does not account for addresses assigned to the wrong PSAP in the alarm company’s DB
▪ Alarm companies will be responsible for using a 3rd party service for ESN resolution
– New account address validations
▪ Performed automatically by alarm company’s automation software when new account added
►Alarm monitoring companies must use event types from standardized list
– PSAP decides up front which alarm types it will receive (e.g. law, fire, and/or EMS)
– PSAP decides how to translate each alarm event type
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Current Events
� Network Status – BREAKING NEWS
� CSAA Message Broker is Operational!!!!
� Richmond & Vector in Production (4/17/2012)
� Houston/Vector/United Central Control in Production
� PSAP Status
� ASAP Operational PSAPs
� PSAPs engaged in testing & future PSAPs
� Central Stations
� ASAP Operational Central Stations
� Future Central Stations to Join ASAP
Current Project Status
• CSAA approved as a Nlets Strategic Partner Organization (May, 2011)
– CSAA implementing a CSAA managed message broker server at Nlets
• Testing has been completed
• Updated IEPD & schema 3.3 released to Automation and CAD Providers
– Alarm companies, both CSAA & Non-CSAA members can participate
• 75+ charter alarm companies to come on board first (including ADT)
• Likely to swell to 300 alarm companies over next 2 - 3 years
• Potential participation by up to 600 alarm companies over next 5 -10 years
• Nlets has assigned two new Message Keys for alarm traffic
– ALQ = Alarm Data Sent by the Alarm Company to the PSAP
– ALR = Responses from the PSAP to the Alarm Company
– ORIs & Unique CSAA IDs used for routing messages
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What is Nlets?
• Standards Based Hardware and Network Solution
– Provides information services and support for
justice-related agencies applications
– Redundancy and HOT Dr site in KY
– Serves all U.S. states and territories, Federal
agencies with a justice component, and select
regional and international agencies
• Delivering the right information at the right time
– Innovative solutions driven by end user needs
– Education on available services
System & Network Statistics• On track for 1.5 BILLION Transactions in 2012
• System Uptime
– YTD: 99.94%
• Network Uptime
– YTD: 99.98%
• Avg. Round Trip Message Response Time
– YTD: 1.51 seconds
• Top Message Keys
– RQ, DQ, IPQ, CR, AM
• Top Users
– CBP, TX, IP, CA, MI
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Nlets Information Exchanges
• Driver and vehicle registration
• Criminal history records
• State wanted persons data
• Sex offender registry
• Probation and parole registry
• Concealed carry databases
• State warrant records
• Driver license and corrections
images
• Interpol
• Data from Canada and Mexico
• Homeland Alert messages
• LEO Flying Armed
• INS databases at LESC
• Amber Alerts
• Severe weather warnings
• Aircraft registrations
• GSA federal/diplomatic plates
• And hundreds more!
� Legacy Services for… � …and Access To
Nlets Projects
• DL & Corrections Interstate Photo Sharing
• Proactive Alerting
• License Plate Reader National Index
• Tribal Nation Sharing
• Bulk Cash Smuggling
• Geo-spatial Mapping
• Automated Secure Alarm Protocol (ASAP)
• What’s Next?
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Nlets & ASAP to the PSAP
Nlets- Is The Preferred Transport for ASAP Traffic
� Infrastructure is in place.
� Safe and secure Communications
� Intelligent Routing Scheme
� In operation to Thousands of PSAPs
�Trusted by PSAPs
�Preferred by the Central Station Alarm Association
Nlets – CSAA High Level Design
� Nlets–CSAA High Level Design�XML Firewall housed within Nlets’ facility.
�Secure Certificate Authenticated hardware based VPN’s to
Central Stations
�CSAA Message Broker Server to consolidate Central
Station traffic housed within Nlets site
�CSAA/Nlets routing wrappers
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Nlets & ASAP to the PSAP
• For Nlets this is a fairly simple pass through via the secure Nlets system and network to the states then via the state network to the local PSAPs• This is going to take off fast!
• PSAPs are anxious to reduce call time and save valuable resources
• CAD system vendor partners are modifying their software updates to support these transactions!• Talk to your CAD provider today!
Expanding the ASAP – ASAP Phase II
(Schema 3.3)
• ASAP ANS up for review in CY2012
• Additional fields have been added to the schema
– Video confirmation link for PSAPs and field responders
– Alarm service organization
– X/Y coordinates in decimal degrees
– Uniform list of information messages
– Reject messages from the Message Broker or the PSAP
– Accept message from the PSAP
– Fields can be used before next release of ANS
– Only Schema 3.3 will work with the Message Broker
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Q&AAPCO International is the world’s
largest organization of public
safety communications
professionals. It serves the needs
of public safety communications
practitioners worldwide—and the
welfare of the general public as a
whole—by providing complete
expertise, professional
development, technical
assistance, advocacy and
outreach.
Questions & Thank You for Attending!!!
For More Information:• APCO: www.apco911.org email: [email protected]• External Alarm Interface Exchange ANSI, Fact Sheet, FAQs, IEPD
• http://www.apco911.org/911-resources.html , Navigate to “ASAP”• IEPD available at www.niem.gov (Tools > Work with IEPDs > Search for IEPD
(Keyword “Alarm”)• Central Station Alarm Association: www.csaaual.org• Nlets: www.nlets.org
Bill Hobgood, Project Coordinator,
APCO International
& Project Manager, Public Safety Team
City of Richmond, Dept. of Information Technology
900 E. Broad St., Room G-2
Richmond, Va. 23219
(804) 646-5140
Cell (804) 240-0744
Steve Correll, Executive Director
Nlets
Phone: (623) 308-3500
Website: www.nlets.org