eCall deployment in Europe - Lessons learnt from the HeERO ... · PDF filePSAP 2 County PSAP n...

eCall deployment in Europe -Lessons learnt from the HeERO project

Gary Machado, EENA

Jerome Paris, EENA

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

Approaches to provide eCall

4

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

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

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


« 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


« 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


« 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


« 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


« 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


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


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)


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

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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• PSAP software to display MSD

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• 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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Data and voice


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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Data and voice


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

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

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

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

eCall deployment in Europe - Lessons learnt from the HeERO ... · PDF filePSAP 2 County PSAP n...

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