EENA 2016 - Disaster and weather-related emergencies (1/3)

© 2015 Avaya Inc. All right reserved

TRACK 1: ”WEATHER-RELATED EMERGENCIES”IS THE NEXT FLOOD FLOODING YOU? IS THE NEXT STORM STORMING YOU?Markus BornheimConsulting Sales Engineer [email protected]

© 2015 Avaya Inc. All right reserved 2

IS THE NEXT FLOOD FLOODING YOU? IS THE NEXT STORM STORMING YOU?Weather-related emergencies – How to resolve overwhelming call situations?

It is all about increasing call taking capacity !

But it is also about becoming more efficient ! (from different perspectives)

And it is about doing things different in the future !


HERE COMES THE FLOOD ...

4 4.500 calls between 15:15 and 23:404 probably +2.000 calls in peak hour,

8 call takers

Dortmund, DE: Heavy Thunderstorm

Picture source: unwetterzentrale.de

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15

20

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0

100

200

300

400

500

600

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15:20 15:30 15:40 15:50 16:00 16:10 16:20 16:30 16:40 16:50 17:00 17:10 17:20 17:30 17:40 17:50 18:00

Rain(l/m2) and112 incoming calls/10 min

Rain Calls


HERE COMES THE STORM ...

Dortmund Fire Brigade: 4 800 emergency calls to 112 in

45 minutes (18:15 - 19:00)

4 18 calls/min with 8 call takers

Storm Kyrill

Picture source: Wikipedia

Dortmund


How fast are you going toexceed your call taking

capacity?

Many countries or PSAPs tend to stick to the policy ofhuman call takers only toanswer each call to 112.

HEAVY CALL ARRIVAL IN BURSTS RESULTING FROM WEATHER INCIDENT

As calls will be queued for a long time during overload, canwe think of a combination of„human“ and „automated“ but

intelligent call taking tooptimize 112 service levels?

# calls

PSAPCall Taking Capacity?


WEATHER-RELATED LOCAL OVERLOAD SITUATIONStorm approaches, situation develops

Picture source: Google Maps

800 calls

7 calls

16 calls

14 calls

11 calls

Heavy Overloadin one PSAP

Business as usualin all other PSAPs

vs.


SOLVING TRAFFIC OVERLOAD WITH CONTINGENCY STAFF

4 Prepare contingency call taking staff– Top-up onsite staff - or/and -– Add „home workers“ with

remote access

Higher traffic requires access to more resources: Contingency Staffing



SOLVING TRAFFIC OVERLOAD WITH NETWORKED PSAPS

4 Leverage call taking staff from other PSAPs– Site-to-site links - or -

Higher traffic requires access to more resources: Distributed Large Virtual PSAP




4 Leverage call taking staff from other PSAPs– Site-to-site links - or -– Consolidated ingress traffic to

distributed VoIP architecturewithDual-Data Centre Architecture



Consolidatedingress traffic

Primary or Load-Balanced


Backup or Load-Balanced

eCall

SIP

eCall

SIP



4 Leverage call taking staff from other PSAPs– Site-to-site links - or -– Consolidated ingress traffic to

distributed VoIP architecturewithDual-Data Centre Architecture

– Same principles apply tointroduction ofNext Generation 112with end-to-end SIP and location-based Routing




Primary or Load-Balanced

eCall

SIP


Backup or Load-Balanced

eCall

SIP


What if ...?SOLVING TRAFFIC OVERLOAD – DIGITAL TRANSFORMATIONLeveraging Data Services for Advanced Application Integration and Automation


SOLVING TRAFFIC OVERLOAD WITH AUTOMATION

4 Seperate the „interesting“ from the „not-so-interesting“ traffic

Higher traffic requires access to more resources (... and they could be virtual !)


Picture source: rp-online.de

PSAP Call QueueImmediate response needed !

... but stuck in queue, waiting 12m 43s ...


SOLVING TRAFFIC OVERLOAD WITH AUTOMATION

4 Seperate the „interesting“ from the„not-so-interesting“ traffic– Why are people calling?

4 Decide: Is there an overload situation?– ... if realtime statistics say ‚Yes‘, then ...– ... ask the questions at call entry and

automate call taking with „virtual“ call takers– ... distribute the resulting work to non-affected PSAPs

in the other areas

Higher traffic requires access to more resources (... and they could be virtual !)



Overload?

Overload !


SOLVING TRAFFIC OVERLOAD WITH AUTOMATIONHigher traffic requires access to more resources (... and they could be virtual !)



“Are you calling because of bad weather conditions in the Amsterdam area? Please answer ‘yes’ or ‘no’ “

“Yes”

“Are you calling because you want to report an incident with people injured that need immediate help? Please answer ‘yes’ or ‘no’ “

“No”

“Are you using a smartphone which has access to the Internet? Please answer ‘yes’ or ‘no’ “

“Yes”

“You will receive an SMS with a link shortly. Please click on the link and answer all following questions from your Internet Browser with ‘I agree’ “

call 112


SOLVING TRAFFIC OVERLOAD WITH AUTOMATIONHigher traffic requires access to more resources (... and they could be virtual !)



call 112

“We have located your current position and we are going to ask you a couple of questions to proceed with arranging support for the case you are reporting.

Can you please click on the ‘Upload’ button on the web page and take one or multiple photos with your camera?”“

“Yes, of course …”

“Thank you very much for reporting the incident and uploading the photos, you helped us keeping the emergency lines free. Your photos will be viewed by a

specialists team in order to arrange for best possible support. Please stay in a safe environment as long as the thunderstorm is still going on.”“

112 Call completed• completely automated• no Call Taker involved


SOLVING TRAFFIC OVERLOAD WITH AUTOMATIONManaging the aftermath ...



call 112

Category CNo further action

Category BIntermediate

Category AShort term

Distribute Workload across all available PSAPs

CADPrepare for

stormaftermath:

involveemergencyand non-emergeny

organisations


SUMMARY AND CONCLUSION

4 Connect your PSAP‘s and centralize applications:– Voice Calls (and potentially more channels in the future)– Computer Aided Dispatching CAD– Geographic Information Systems GIS

4 Introduce automation:– Add voice-controlled call flows during oberload situations– Communication-enable your processes and procedures

How to resolve overwhelming emergency call situations

Lead with DIGITAL TRANSFORMATION


EMERGENCY SERVICES AND PUBLIC SAFETYYour Contact in Avaya for Europe

Markus Bornheim

Consulting Sales Engineer EU

[email protected]

+49 69 7505-6213

EENA 2016 - Disaster and weather-related emergencies (1/3)

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