Download - The Connected Emergency Operations Center
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The ConnectedEmergency Operations CenterMatt RunyanNetwork Consulting Engineer, Cisco Systems – Tactical [email protected]
March 2014
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Acknowledgement
Thanks to:
Rakesh BharaniaNCE,Cisco TacOps
For initial Networked EOC whitepaper, available upon request
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Who am I?
• Network Consulting Engineer,Cisco Systems - Tactical Operations
• Volunteer Firefighter / EMT-B,Apex (NC) Fire Department
• Communications Unit Leader (COML),NCTF-4 USAR (Type III)
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Agenda• About Cisco Tactical Operations
• Connected EOCConcept and Design
• IT/Security Considerations
• EOC Communications SuiteResiliencyRedundancyVoice/Video/DataInteroperability
• Testing Your Solution & Training People
• Q&A
• Conclusion
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Cisco SystemsTactical Operations
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Tactical Operations
To deliver a unique level of service in corporate and individual risk mitigation, critical network availability, and rapid recovery from natural or man-made disasters through a highly skilled team of operational and technical experts.
Corporate SocialResponsibility / Emergency ResponseInternal SupportIndustry Influence
and Thought LeadershipBusiness Enablement
and Consulting
Team Mission Team Focus Areas
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TacOps Delivery Platforms• Network Emergency Response Vehicle (NERV)
• NIMS Type II Mobile Communications Center
• Large scale network services core
• Emergency Communications Unit Trailer (ECU)
• NIMS Type III Mobile Communications Center
• Large scale network services core
• C17 airlift capable
• Mobile Communicator Vehicle (MC2 / MCV)
• NIMS Type IV Mobile Communications Center
• Medium scale network services core
• Emergency Communications Kit (ECK)
• Rapidly deployable communications capability
• Airline check-in or carry-on form factors
• Each platform evolves as technology improves!
“Respond locally, communicate globally”
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Advanced Technologies on the NERV• Satellite, BGAN, 4G Cellular
• Land Mobile Radio (LMR)
• Cisco IPICS
• Cisco Wireless LAN (Mesh)
• Cisco Unified CME (VoIP)
• Cisco TelePresence (over satellite!)
• Cisco Video Surveillance
• Cisco Digital Media Encoder
• Cisco ISR routers (DMVPN, IPsec, WAAS)
• Security (Firewall and IDS / IPS, Web Security Appliance)
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Emergency Communications Kit (ECK) Portable self-contained kit
Rapidly deployable
Ruggedized shock-mounted case
Easily integrated with satellite or other Internet backhaul
Cisco Branch Office Router
Wired and wireless IP phones
Switch
Wireless access points
UPS
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Connected EOC
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EOC Functions
Coordinating Resources
Policy Making
Operations
Information Gathering
Public Information Dissemination
Hosting Visitors
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EOC Design: Key Considerations• Location and potential hazards
First you must survive the disaster, then respond
• Building layout and Personnel support
• IT and Information Security in Critical Path
• Understanding workflows & NIMS Requirements• Within EOC (individuals / teams)• EOC to outside agencies & entities - interoperability
• The EOC Communications Suite:• Resiliency and Redundancy of key functions / systems• Information Security in the EOC• IP Telephony and Video Systems• Wireless Networks• Remote Access and Interoperability Systems
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IP Networks Are Now Mission Critical
Implication: Engage your IT and Information Security resourcesearly and often!
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Understanding Workflows:Intra-Agency• Example: “Watch Desk” -> IC -> Operations -> Logistics ->
Finance/Administration
• Have backup points of contact orline of succession for key positions.
• Workflows can influence physical layout of building(video walls, breakout rooms, separate area for media)
• Individuals may be grouped by ICS Position, Branch or other function (Logistics, Law Enforcement / Fire / Public Works, etc.)
• Smooth flow of information for best situational awareness is critical for crisis decision-making
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Understanding Workflows:External Agencies / Entities• Information Sharing for Situational Awareness
• Mutual Aid / Resource Requests
• With whom do I need to talk to and share information?• Peer Level: Adjoining Cities / Counties• Higher Level: County -> State, State -> Federal• Lower Level: State -> Regional, Regional -> County• Other Organizations: Military, Utilities, Red Cross,
VOAD, Fusion Centers, Businesses• Public Information: News Media,
Social Media (value in two-way conversation)
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Cisco EOC
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EOC Communications Suite• Telephone (internal PBX systems, PSTN and NAWAS)
• Land Mobile Radio Systems
• Email, file sharing and group collaboration(Intranet websites, wikis, chat tools, web-based meeting tools)
• Specialized apps, incident management tools and databases(WebEOC, E-Team, CAD, NCIC/DCI, resource catalogs, HR, finance, digital signage, EAS/IPAWS, etc.)
• Video tools (Video Teleconferencing, video surveillance, analytics)
• Remote access (VPN, Email and Web)
• Mobile Apps for Smart Phones & Tablets
• Wireless Intranet and Internet access for employees and guests
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Ensuring Availability and Access:Information Security in the EOC• Typical Threats:
Service Disruption
Network abuseUnauthorized access
• Defense in Depth(policies, awareness, firewalls, AV, content filters, IDS, etc.)
• Suite of tools(detection, reporting, alerting, mitigation, auditing)
• Maintain some ease of use- otherwise, users will circumvent security
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Ensuring Availability and Access:Resilient and Redundant Networking• Redundant network hardware and
cabling
• Independent A/B Power feeds
• Server clustering for High Availability
• Data backup and restore
• Cloud services – do your homework!
• Sometimes,less complex = more reliable
• Cost vs. reliability tradeoffs
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Ensuring Availability and Access:Resilient and Redundant Networking• Converged IP voice and data network = flexibility
• Remote access for alternate locations and mobile workers
• Stable Power required for stable communications - Redundant generator / UPS systems with aggressive PM
• Redundant circuits – diverse mediae.g.: DS-3 and VPN on business-class cable modem, 4G, VSAT
• Physical path diversity: backhoe example
• Good relationship with service providers. Know escalation paths!
• TSP on critical circuitshttp://www.dhs.gov/telecommunications-service-priority-tsp
• Document and test “failover” processes
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Cloud considerations• Resiliency: Where does my data live? Known hazards?
• Resiliency: Backup and Restore documented and tested
• Redundancy: Redundant HW, network, power, etc.
• Redundancy: Options for local production and cloud DR instances
• Security: Who has access and control?
• Security: Do provider’s security measures meet requirements?
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IP Telephony• Increased Flexibility
• Decreased TCO
• Unified Communications(voice, video, chat, voicemail, fax)
• “Survivable” solutionsresilient to server failures
• Cloud services – do your homework!
• Proper design is imperative(Capacity, Quality of Service)
• Underlying network must be stable
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Importance of Video• Enhanced collaboration experience
• Real-time information for situational awareness (CCTV surveillance / traffic cameras, analytics)
• PC Desktop screen sharing capabilities
• Dedicated VTC units, PC, smartphone, tablet apps
• Web-based services for meetings
• Video walls for common operational picture
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Remote Access• VPN Software allows Work-from-Anywhere flexibility
• Hardware Solutions for single, multi-user sites or vehicles
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Wireless Networking Considerations• BYOD (Smartphone / Tablet)
• Laptops and USB Dongles
• Backup connection methods
• Guest vs. Trusted user access
• Interference mitigation technology
• WiFi:2.4/5.8 GHz - shared4.9 GHz Public Safety Exclusive
• 4G/LTE:Commercial networksFirstNet 700 MHz for Public Safety
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Communications interoperability• More than just radios!
• Voice, Video and Data sharing
• 5 Rights of EmergencyCommunications:
• Right Information• Right Time• Right Person• Right Format• Right Device
• Many solutions: choose carefully(and implement even more carefully)
• Poorly implemented interop solutions cause more harm than good
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Train your people• Give employees (and volunteers) the proper training to operate in
sub-optimal environments
• Ensure periodic opportunities to learn updated processes and technology
• Set goals for each individual in what they are expected to do in each situation
• Seek feedback on how to improve processes after exercises and actual events
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Test your capabilities• Design realistic scenarios:
Success can build morale, and stress helps find weaknesses
• Develop exercise injects based on real-world issues
• Include EOC Building evacuation scenarios often overlooked(e.g. fire alarm, hazmat, bomb threat)
• Involve your PIOs and IT and other support staffin addition to traditional responders
• Test failover and relocating to alternate sites:Do all critical processes and tools still work?
• Document results, seek feedback and work to improvefor “next time” - on a real incident or exercise
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Q&A
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Connect and Engage With Us:Web, Email, Social Media On Cisco.com:
http://www.cisco.com/go/tacops
Email: [email protected]
Facebook: Cisco TACOPShttp://www.facebook.com/cisco.tacops
Twitter: @CiscoTACOPS
Slideshare.net: ciscotacops
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In Summary• Cisco Tactical Operations: please
engage with us and tour our vehicles!
• Connected EOCConcept and Design
• IT/Security Considerations
• EOC Communications SuiteResiliencyRedundancyVoice/Video/DataInteroperability
• Testing your solution
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Thank you.