Integrator Series Session E311: Accelerating the Police Alarm Dispatch Process with IP Technology

Transcription

1 Integrator Series Session E311: Accelerating the Police Alarm Dispatch Process with IP Technology Ronald Lander CPP, Chief Specialist, Ultrasafe Security Solutions Bill Hobgood, Project Manager, City of Richmond VA, DIT Public Safety Tonya George, MASterMind Administrator, ADT Security Services September 13, 2016 Agenda The ASAP Standard How it Works / CSAA Video Who is Using it PSAPs & CAD Providers Central Station Implementations PSAP Experiences Central Station Experiences Demo Questions & Answers 1

2 Acronyms & 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 The Problem Imagine if this location was your house or business 2

3 ASAP Video CSAA ASAP Video Link: csaaintl.org/asap Alternate Link: ASAP is an American National Standard The Birth of an American National Standard Original ANS Name: APCO/CSAA ANS Alarm Monitoring Company to PSAP CAD External Alarm Interface Exchange {Adopted January 15, 2009} Renewed ANS Name: ANSI/APCO/CSAA APCO / CSAA Standard (ANS) for Alarm Monitoring Company to PSAP CAD Automated Secure Alarm Protocol (ASAP) {Renewed August 5, 2014} Standards-Based XML Converted from Custom Template to GJXDM then to NIEM 3

4 By The Numbers PSAPs 6,500 primary & secondary Police/Fire/Med Agencies 20,000+ Central Station Dispatches 22,800,000 annually 1 PSAPs Call Volume 250,000,000 annually 1 Source: Security Industry Alarm Coalition ASAP - 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. 4

5 Three Primary Uses How ASAP Works Initial Notification of New Alarm Event Central Station initiates notification of new alarm event Central Station Incident Number Sent to PSAP How ASAP Works Three Primary Uses PSAP s Response & Acknowledgement Acknowledgement by PSAP that notification has been Accepted or Rejected PSAP Incident Number Returned to Alarm Company 5

6 How ASAP Works Three Primary Uses Bi-Directional Status & Response Updates Updates from Alarm Company Key-holder information Request to cancel dispatch Response to PSAP questions Updates from the PSAP Resources dispatched Resources arrived on scene Call closure with disposition Request for information Goal #1 ASAP Goals Alarm Monitoring Company Eliminate the telephone calls between the Alarm Monitoring Company and the PSAP Public Safety PSAP Telephone Call Volume From Alarm Companies 6

7 Goal #2 ASAP Goals I can t understand you. How do you spell that street? I can t hear you, call back. Eliminate miscommunication between the Alarm Monitoring Company operators and the PSAP call-takers Mistakes & Miscommunication ASAP Goals Goal #3 Decrease processing & response times to alarm-related calls-forservice with an increase in law enforcement apprehensions made, fires more quickly extinguished, and lives saved. Processing & Response Times 7

8 Comparative Analysis Traditional Delivery Versus Use of ASAP Without ASAP: Delivery via Telephone Telephone Alarm Co Gather Call Processes Ringing Information Dispatch Units 1 ½ - 3 minutes or more With ASAP.. Alarm Co No Process No Gathering Phone Processes Information Data Call Dispatch Units 15 seconds or less Outcomes at the City of Richmond VA Richmond s Experiences 47,000+ total alarm exchanges transmitted: No telephone call; No call-taker involvement No Spelling mistakes; no accidental transposition of street address numbers No low volume headset issues; No need to try to interpret accents Works efficiently regardless of how inundated call takers may be August, 2011: Virginia earthquake & Hurricane Irene: BAU for alarm companies using ASAP 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 worst call in the PSAP Now 15 sec or less -average turnaround time via the interface The most accurate and concise call in the PSAP 8

9 Outcomes in Houston, TX 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 PSAP in the United States Houston has and a non-emergency number CY Houston Emergency center received over 3.3 million calls for service o 2.8 million were 911 o 800,000 were non emergency calls o 300,000 were handled by Interactive Voice Response Outcomes in Houston, TX In CY 2015 Houston Emergency Center created 155,000 alarm calls Only 16% (24,600) of alarm calls were dispatched by ASAP Over 84% (131,000) of alarm calls were initiated via telephone Non ASAP dispatched alarms come through the non-emergency number. Each alarm call typically requires at least 2.5 phone calls to process from start to finish. Non ASAP created alarms required at least 330,000 plus phone calls last year to process. The 330,000 plus non ASAP dispatched calls represents 40% of the 800,000 non emergency phone calls to the Houston Emergency Center. The HEC s non emergency line is typically staffed with 8 call takers 24/7. With the recent addition of ADT in March, ASAP is currently processing 150 alarm calls a day (55,000 a year), eliminating 140,000 phone calls to HEC Out of tens of thousands ASAP alarm call events Hard savings realized to-date is about $400,000 Addition of ADT & other big players expected to save $1 million 9

10 Houston Emergency Center Outcomes in Washington DC Office of Unified Communications receives 50,000 call-in alarms annually from central station monitoring companies, resulting in: Two-minute average processing time for each alarm Three telephone calls Reduction in available phone lines & call-takers ASAP results: 32,417 total alarm notifications since October,2012 Burglar (85.64%); Fire (10.51%); Medical (2.05%); Holdup/Panic(1.80%) # of Alarms Sent Through the ASAP Interface to Washington's Office of Unified Communications Alarm Volumes * 2016 (Projected) # of Alarms *ADT Began Participation with the OUC on December 1,

11 Outcomes in Washington DC Testimonial Stephen Williams, Former Chief of Operations. Washington DC s Office of Unified Communications Outcomes in Boca Raton, FL With only 8 Alarm Companies Connected 37% of Alarm calls are coming in through ASAP. 1. #1 -ADT 2. #4 Vivint 3. #5 - Monitronics 4. #6 -Protection One 5. #8 Vector Security 6. #9 Guardian Protection 7. Affiliated 8. Rapid Response 11

12 Outcomes in Boca Raton, FL Outcomes in Tempe AZ Tempe Police receive only law enforcement-related alarms Alarm companies know this Fire & medical alarms are called in to other PSAPs Tempe s CAD will send a REJECT message to alarm company when a fire or medical alarm is sent to Tempe Police PSAP Alarm call volumes by receipt method (Telephone versus ASAP) How Rcvd Sep, 2015 ASAP Oct, 2015 Nov, 2015 Dec, 2015 Jan, 2016 Feb, 2016 Mar, 2016 Apr, 2016 May, 2016 Jun, % 15.28% 19.20% 20.84% 24.77% 38.30% 36.33% 34.36% 36.08% 32.35% Telephone 83.58% 84.72% 80.80% 79.16% 75.23% 61.70% 63.67% 65.64% 63.92% 67.65% 12

13 Outcomes in Tempe AZ Rush hour dashboard: Alarms & Accidents Cumulative Alarm and Accident calls for FY2015/2016 Outcomes in Tempe AZ Average time to dispatch based on receipt method 13

14 Outcomes in James City County VA ASAP alarm notification volumes (since January, 2013) Grand Total % Alarms Rcvd Via ASAP Total Total Total Jan Feb Mar Apr May Jun Jul Total Grand Total % Burglar % Fire % Tamper % Medical % Gas % Holdup % Panic / Duress % Total PSAP Challenges & How ASAP Can Help PSAP telephone call taking process Call-takers must place priority in answering 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 5-6 alarm automation providers Five CAD tier one providers have implemented 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 14

15 ASAP Operational PSAPs City of Richmond (VA) York County Williamsburg - Poquoson (VA) City of Houston (TX) Washington DC Tempe (AZ) PD James City County (VA) Henrico County (VA) Morgan County (AL) Chandler (AZ) Cary (NC) Denton County (TX) Boca Raton (FL) Guilford County/Greensboro (NC) Grand Prairie (TX) Kernersville (NC) Durham/Durham County (NC) Delaware County (OH) And many more in development Prince George s County MD, Collier County FL, Loudoun County VA, High Point NC & Others Intergraph CAD Providers with an ASAP Interface Solution Northrop Grumman Versaterm SunGard Public Sector Motorola Alert Public Safety Solutions And many more in development 15

16 Alarm Industry Responsibilities Addresses must sync to PSAP s address file (MSAG/Geo-file) Bulk address validations From alarm companies new to ASAP to PSAPs already participating with the ASAP program To new participating PSAPs from alarm companies 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 3 rd party service for ESN resolution New account address validations Performed automatically by alarm company s automation 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 Alarm monitoring companies must adhere to Call Verification and Enhanced CV As required by local or state ordinance As required by alarm monitoring company policy * Source: SDM Magazine 2015 Alarm Central Stations Operational with ASAP Vector Security (Ranked#8) United Central Control Rapid Response Monitoring Monitronics(Ranked #5)* California Security (SafeGuard) Guardian Protection Services (Ranked#9)* American Alarm (Ranked#31)* Protection One (Ranked#6)* Affiliated RFI (Ranked#49)* ADT (Ranked#1)* Diebold (Ranked#7)* ADS Security(Nashville) (#21)* Stanley(Ranked #3)* Vivint(Ranked #4)* Central Security (#13)* Criticom Monitoring National Monitoring Center 16

17 * Source: SDM Magazine 2015 Central Stations That Have Signed Up for ASAP Acadian Ackerman (Ranked #20)* Alarm Center, Inc. Alarm Central Station Alarm Detection Systems (#24)* ASG (Ranked #10)* Buckeye Protective Service CentraLarm Checkpoint COPS Devcon(Ranked #20)* DGA DMC Security Doyle (Ranked #45)* ESC FE Moran (Ranked #42)* iwatch Kings III MACE Monitoring America Peak Alarm (Ranked #61)* PER MAR (Ranked #29)* Richmond Alarm Security Central (Lake Norman) Security Solutions SEI Sentry Net Tyco (Ranked #2)* Washington Alarm (Ranked #75)* Watchlight Wayne Alarm ASAP Awards 2009 Governor s Technology Award for Innovation in Local Government Inaugural IJIS Institute s Innovation Award (2009) American City & County Magazine s 2009 Crown Community Award for Excellence in Local Government Center for Digital Government s 2009 Digital Government Achievement Award Accepted into the 2009 City Showcase Sponsored by the National League of Cities Alliance for Innovation 2010 Award for Innovation in Local Government 2013 Computerworld Honors Laureate Award Safety & Security 2013 Governor s Technology Award for IT as an Efficiency Driver, Government to Business 2013 Government Computer News (GCN) Award for Outstanding Information Technology Achievement in Government 2013 Best of NIEM award and induction into the NIEM Hall of Fame Alliance for Innovation 2014 Award for Outstanding Innovation in Local Gov t 17

18 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 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 18

19 ASAP Phase II (Implemented) 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 19

20 How to Participate in ASAP If your agency is an alarm monitoring company Contact the Central Station Alarm Association at If your agency is a Public Safety Answering Point 1. Make sure you have executive stakeholder buy-in 2. Touch base with your state s Nlets representative 3. Contact your CAD vendor If the CAD vendor has an ASAP solution, obtain a quote If the CAD vendor does not have an ASAP solution, make it known that your agency wants to implement the ASAP interface 4. Contact the ASAP@CSAAINTL.ORG Complete the ASAP/PSAP readiness questionnaire 5. Consider hiring a consultant with ASAP expertise for project management and coordination services ASAP Demo (Guilford Metro NC & Vector Security) 20

21 ASAP Demo (City of Richmond VA & Vector Security) Thank You for Attending!!! For More Information: APCO: External Alarm Interface Exchange ANSI, Fact Sheet, FAQs, IEPD IEPD available at (Tools > Work with IEPDs > Search for IEPD (Keyword Alarm ) Central Station Alarm Association: asap@csaaintl.org Nlets: Bill Hobgood, Project Manager, Public Safety Team City of Richmond, Dept. of Information Technology 900 E. Broad St., Room G-2 Richmond, Va (804) Cell (804) Bill.Hobgood@Richmondgov.com Ronald Lander CPP, Chief Specialist Ultrasafe Security Solutions rlander@ix.netcom.com Tonya George, MASterMind Administrator ADT Security Services Office: tgeorge@adt.com 21