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eCall deployment in Europe -Lessons learnt from the HeERO project
Gary Machado, EENA
Jerome Paris, EENA
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Content
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• What is eCall?• Approaches to provide eCall• eCall stakeholders• Legislation• 112 models and eCall implementation• Experience from HeERO pilot sites• Conclusion
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Approaches to provide eCall
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eCall to 112
Data and voice Most appropriate PSAP
Pan European eCall
Third Party Services
PSAP Database
Voiceand/orIncidentinformationPrivate call centre
eCall to a standard long number
Most appropriate PSAPData and voice
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VehicleAdmin
RoadAuthorities
Regulation
Politics
Ministries
Vehicleindustry
Fire and rescue
PSAPs
Standardi-sationbodies
ResearchInstitutes
MNOs
DeviceManu-
factures
ICTindustry
ServiceProviders
Technology platform
Rescue platform
Administration Platform –State authorities
Certificationbodies
EMS
Police
EU
EuropeanCommission
European ParliamentMany stakeholders
Council
EeIP
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Legislation at European level
• Vehicles
Proposal for a REGULATION OF THE EUROPEAN PARLIAMENT AND OF THECOUNCIL concerning type-approval requirements for the deployment of the eCallin-vehicle system and amending Directive 2007/46/EC (13/06/2013)
Being examined at the European Parliament and the Council
• PSAP
Proposal for a DECISION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCILon the deployment of the interoperable EU-wide eCall (13/06/2013)
Being examined at the European Parliament and the Council
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*Situation 11/2013
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HeERO pilot sites
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112 models VS eCall models
Challenges
• Each national 112 system is country specific
• Decide how eCall will be handled in regards to the existing national 112 system
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PSAP Organisation Models, November 2013
PSAPs Organisation Models
The following slides do not introduce all the PSAPs Organisation models in Europe but the major concepts
The descriptions have been voluntarily simplified.
This has been prepared by EENA based on several sources and is continuously amended
The slides do not cover the entire call handling model but rather tries to highlight the major characteristics of some selected models
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PSAP Organisation Models, November 2013
« EROs handling emergency calls »
Model (1)
Calls to national numbers and 112 calls redirected to EmergencyResponse Organisations (EROs).
If the intervention of a different ERO is required, call and/or data aboutthe emergency situation are forwarded to the most appropriate ERO.
Dispatch of the intervention resources done by the ERO operators.
In a variant, two EROs are colocated and contacted via the samenumber.
e.g. Austria, France, Germany, Italy, Norway
or
or
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PSAP Organisation Models, November 2013
« Filtering stage 1 PSAP and resource
dispatching stage 2 PSAPs » Model (2)
Independent Stage 1 PSAP receives all emergency calls and thenforwards it to a local ERO.
Call-takers only ask the caller with which emergency service he/shewants to be connected to.
Stage 1 PSAP forwards the call to the appropriate local ERO. Detaileddata gathering and dispatch of the intervention resources are done bythe emergency response organisation.
e.g. UK, Ireland
or
or
or
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PSAP Organisation Models, November 2013
« Data gathering by stage 1, resource
dispatching by stage 2 » Model (3)
Also in two levels. The difference is the role played by the independentorganisations.
Civilian call-takers classify the call and makes a parallel dispatch of thecalls to EROs. In some cases police, EROs’ specialists are available tosupport the call takers.
Dispatch of the intervention resources done by EROs.
e.g. Romania
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PSAP Organisation Models, November 2013
« Data gathering by stage 1 PSAP, resource
dispatching by stage 2 in an integrated control
room » Model (4)
Also in two levels but civilian call-takers and EROs are in the samelocation.
Civilian call-takers is in charge of classifying the call and makes a paralleldispatch of the calls to the most appropriate EROs if needed. In somecases, EROs’ specialists are available to support call-takers.
Dispatch of the intervention resources done by EROs.
e.g. Some regions in Spain, Belgium and Turkey
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PSAP Organisation Models, November 2013
« ERO independent PSAP» Model (5)
Civilian call-takers handle both call-taking and intervention resources’dispatch. In some cases, EROs’ specialists are available to support.
The same PSAP is in charge of classification of calls, data collection anddispatching the intervention resources to the incident.
e.g. Finland
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PSAP Organisation Models, November 2013
Variant: « Interconnected PSAPs »
PSAPs of different regions can be interconnected. If no call-taker isavailable, the call can be redirected to another PSAP.
e.g. Bulgaria, Czech Republic, Sweden
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PSAP Organisation Models, November 2013
Main Model (simplified)
State of the art (2012)
Source: EENA PSAP Organisation in Europe 2012, other info by EENA Members
EROs handling emergency calls (1)
Filtering stage 1 PSAP (2)
Data gathering by stage 1 (3)
Integrated control room (4)
ERO independentPSAP (5)
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PSAP Organisation Models, November 2013
Interconnection of PSAPs (stage 1)
State of the art (2012)
Source: EENA PSAP Organisation in Europe 2012, other info by EENA Members
Not interconnected
Interconnected
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Experience from HeERO pilot sites
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Challenges
• False calls
• Cost
• Quality of service
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Installations needed in PSAPs
• In-band modem
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Installations needed in PSAPs
• PSAP software to display MSD
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Installations needed in PSAPs
• GIS is also needed (as for 112)
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Receive eCalls (model 1)
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Data and voice
Most appropriate 112 PSAP
MODEL 1: eCalls routed as 112 calls. The most appropriate PSAP receives 112 calls and eCalls.
Voice
NB: Costly to implement in countries where 112 is handled following the « local PSAP model »
e.g. about 100 « 112 PSAPs » in France, 320 « 112 PSAPs » in Germany
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Receive eCalls (model 2)
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Data and voice
Most appropriate 112 PSAP
MODEL 2: all types of eCalls are routed to a PSAP only dedicated to eCalls. 112 calls continue to be routed to the 112 PSAP.
Voice
Most appropriate eCall PSAP
NB: • An eCall is identified in the network thanks to the « eCall flag » so that it can be
routed accordingly by mobile network operators• The eCall PSAP can be a private call centre operating under
public mandate
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Receive eCalls (model 3)
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Data and voice
Most appropriate 112 PSAP
MODEL 3: manually triggered eCalls and automatically triggered eCalls are routed to a different PSAP (it can be the same PSAP for 112 calls e.g. dedicated manual eCall PSAP can be the same as 112 PSAP)
Voice
Most appropriate automatic eCall PSAPData and voice
Most appropriate manual eCall PSAPeCall manually triggered
eCall automatically triggered
or
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Voice+DataVoice+Data
Voice+Data
Voice+Data
Strategy for eCall deployment in Romania
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Take advantage of the existing interconnected Stage 1 PSAPs model
• upgrade of only one PSAP (Bucharest PSAP)
• it receives all eCalls (voice and MSD) and forwards data to the mostappropriate 112 PSAPs
County PSAP 2
County PSAP n
Bucharest PSAP
One dedicated national network that connects
all PSAPs and all emergency agencies
County 1
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Strategy for eCall deployment in Romania
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Strategy for eCall deployment in Germany
Challenge:
• Use the EROS handling emergency calls to handle eCalls
• Every single PSAP in charge of 112 (about 320) to receive eCalls
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Implementation of an eCall router
PSAP has full access to eCall functionality
PSAP requires only a minimum ofadditional infrastructure. Shareablecomponents are combined in one ormore eCall centers.
eCalls (voice) always transferred tothe nearest PSAP, all additional dataprovided by eCall Center (TPS, EUCARIS…)
Strategy for eCall deployment in Germany
Voice
Voice
Voice
Voice and Data
Data
Data
Data
Data
Data
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Conclusions
• eCall has been successfully tested
• Current proposal: deployment compulsory by 1 October 2015
• Deployment model to be selected by Member States: Take the 112 model used in your country into account when considering how eCall can be handled
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Thank you!
www.heero-pilot.eu