Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia

22 MAY 2012

GIS IN EMERGENCY COMMUNICATION – THE MERS 999 EXPERIENCE

SESI IV: GEOSPATIAL INFORMATION FOR PUBLIC SAFETY

AGENDA

2

• Introduction

• Overview of MERS 999

• GIS in Emergency and Public Safety – MERS 999 2D map features

– 3D Panoramic Street Level View Imagery Map

• Success stories – MSAFE Cyberjaya: MERS 999, CCTV & 2D map integration

– MSAFE Putrajaya: MERS 999, CCTV, 2D map & 3D Map integration

– MSAFE Johor Bahru: MERS 999, Multi Platform CCTV & 2D map integration

• Challenges

• Conclusion

IAJ

3

To meet the challenges in a radical new way, Government have committed to the Government Transformation Program (GTP), in accordance with the principles of 1Malaysia, People First, Performance Now.

Improvement in Government’s delivery of Public Services including Emergency Services that underpin Government’s ability to develop the country.

Top priority under NKRA: Reduce crime & Improvement of Public Services Delivery …to ensure that we and our loved ones are safe.

IAJ

Source: GTP Annual Report 2010 4

IAJ

OVERVIEW OF MERS 999

5

An integrated system to automate emergency Call Taking and Dispatching via a single number: 999

MERS 999 consolidates services from 5 of Malaysia’s core Public Safety and Emergency Agencies in one platform

Police, Fire and Rescue, Hospitals, Civil Defence & Malaysia Maritime Enforcement Agency

6

1. Public.

2. Kementerian Penerangan, Komunikasi dan Kebudayaan.

3. Majlis Keselamatan Negara.

4. Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia (MAMPU).

5. Suruhanjaya Komunikasi dan Multimedia Malaysia.

6. Kementerian Dalam Negeri.

7. Kementerian Kesihatan Malaysia.

8. Kementerian Perumahan dan Kerajaan Tempatan.

9. Perbadanan Putrajaya.

10. Telekom Malaysia.

11. Polis DiRaja Malaysia.

12. Jabatan Bomba dan Penyelamat Malaysia.

13. Jabatan Pertahanan Awam Malaysia. 14. Fixed line and Cellular Operators

TM, Celcom, Maxis, DiGi, Time dot Com, U Mobile

New Stakeholder

Agensi Penguatkuasa Maritim Malaysia

MERS 999 concept is based on 9-1-1 National Emergency Number Association (NENA) and European Emergency Number Association (EENA), a professional body that manage 9-1-1 emergency calls in North America, Canada and Europe respectively.

Telekom Malaysia (TM) was appointed to build and operate new MERS 999 system and sole provider for the Government of Malaysia.

8

• The protection and safety of human life.

• The preservation and protection of property and environment.

• The improvement of the quality in life and social conditions for the public.

10 10

MERS 999 Corporate Video MERS 999 ANI and ALI Video

11

999 RC MELAKA

999 RC KCH

999 RC KL

999 RC Kuching answer all 999 calls in Sabah and Sarawak 999 RC KL and Melaka

answer all 999 calls in Peninsular Malaysia

12

• All 999 Response Centers are ISO 9001:2008 Certified…!!

The dispatch unit • Arrive at scene, • Analyze situation (environment

& victims) • Proceed based on SOP

Agency Dispatch Center accepts emergency calls and info on the incident

999 Response Center (PSAP) • Accepts, • verify, • filter, • analyze and • send emergency call to

relevant agency according to event code

13

PDRM JBPM KKM JPAM APMM

Create

Call Card

Transfer

Caller

Monitor The Call

1

2

3

4

6

Salutation

“Kecemasan, Boleh saya bantu?”

Type Of Calls

Decision on type of calls

Event Codes

14 Event Codes

Single or Multiple ESP

Refer to Event Codes

Ensure Call Establishment

“What is the emergency? “Where is the incident taking place?” “What is your name?” option “Is this your contact number?” option

Send

Call Card

5

Closed The Calls End the call

Answer call Apply call taking procedure

Apply call card creating procedure

Apply call card (data) transferring procedure Apply call (voice) transferring procedure

Assess

The Call

IAJ

15

KPI 999 RC according to Akta Komunikasi dan Multimedia 1998 : 100% calls received will be answered within 20 seconds 90% calls will be answered within 10 seconds

IAJ

16

25/03/2012 25/04/2012

SISTEM MERS SISTEM MERS

Jumlah panggilan diterima 1,939,664 2,066,293 6.53% 100.00%

Jumlah panggilan kecemasan 38,459 40,667 5.74% 1.97%

Jumlah panggilan "Non-Emergency Call/Others" 37,391 39,608 5.93% 1.92%

Jumlah panggilan palsu 229,350 254,487 10.96% 12.32%

Jumlah panggilan senyap 1,206,410 1,279,011 6.02% 61.90%

Jumlah panggilan diputuskan oleh pemanggil 427,675 452,091 5.71% 21.88%

Jumlah panggilan "Test Call" 379 429 13.19% 0.02%

Agihan Panggilan Kecemasan

Jumlah panggilan kecemasan disalurkan ke:

Jumlah panggilan kecemasan disalurkan ke PDRM 12,158 13,016 7.06% 32.01%

Jumlah panggilan kecemasan disalurkan ke JBPM 5,182 5,117 -1.25% 12.58%

Jumlah panggilan kecemasan disalurkan ke KKM 16,692 17,671 5.87% 43.45%

Jumlah panggilan kecemasan disalurkan ke JPAM 4,405 4,830 9.65% 11.88%

Jumlah panggilan kecemasan disalurkan ke Private Service 22 33 50.00% 0.08%

Perkara% Peningkatan/

Penurunan

% Jenis Panggilan

(Apr '12)

PDRM 13,016

(32.01%)

JBPM5,117 (12.58%)

KKM 17,671

(43.45%)

JPAM4,830 (11.88%)

Private Service33 (0.08%)

IAJ

Source: MERS 999 General Operational Concept document 17

IAJ

INCIDENT CALL CARD + CALLER VOICE COPY CALL CARD NOTE

1 Perubatan (Medical) HOSPITAL - -

2 Jenayah (Crime) POLIS - -

3 Kebakaran (Fire) BOMBA POLIS -

4 Kemalangan (Accident) POLIS - Kuala Lumpur: Polis Trafik KL

5 Kemalangan + Mangsa (Accident + Victim)

HOSPITAL POLIS -

6 Kemalangan + HAZMAT (Accident + Hazmat)

BOMBA POLIS -

7 Bantuan Kemanusiaan (Humanitarian Service) JPAM - -

8 Mencari & Menyelamat (Search & Rescue)

BOMBA POLIS -

9 Panggilan Senyap (Silent Call) RC - ‘Suspicious silent’ hantar ke POLIS

10 Panggilan Terputus (Drop Call) RC - ‘Suspicious drop’ hantar ke POLIS

11 Bantuan Khas (Special Service) BOMBA - -

12 Perkhidmatan Persendirian (Private Service)

Ambulan / Hospital Swasta - -

13 Penguatkuasaan di Laut APMM PDRM -

14 Kecemasan di Laut APMM PDRM, JBPM, KKM, JPAM - 18

Computer Telephony Interface (CTI)

Computer Aided Dispatch GIS (2D & 3D Panoramic Street

Level View Imagery Map)

Management Dashboard

Call Taking Protocol

19

CTI : Computer Telephony Interface

Cutting-edge computer telephone technology delivers the latest tech in call processing.

CTI integrates with the emergency lines allowing to delimit safety parameter from an address and instantaneously produce an exhausting list of addresses.

CAD : Computer-Aided Dispatch

A powerful real time command & control process, that tracks information relating to all calls and field unit activities.

Captures incident related information, resource availability, resource status & resource recommendation.

GIS : Geographical Information System

Integrated to the CAD System as helpful tool in visualizing the overall situation.

Can visualize location of calls, incident, track vehicles & resources through GPS & Automated Vehicle Location System (AVLS)

20

Voice Recording

Filter Crank Calls & Prank Calls.

State of the art digital voice recording technology, using the latest storage and retrieval technology.

Store up to 7 years of storage for any evidence to be used legally by the authority.

21

Emergency Business Intelligence

Gather and retrieve consolidated data for emergency services – able to view from dashboard.

Fulfill any reporting requirement and fully integrated with CAD to help save time and money.

22

GIS IN EMERGENCY & PUBLIC SAFETY

23

Map layer usage in MERS 999:

a) Shared Layer

24

i- Digital map layer for Malaysia vii - Main road layer

ii - State layer viii - Minor road layer

iii - City layer ix - Building layer

iv - Section layer x - Water resource layer

v - Sub-section layer xi - Green area layer

vi - Express way layer xii - Housing lot layer

Map layer usage in MERS 999:

b) Agencies Layer

25

PDRM layer Agencies boundary layer Agencies POI layer

KKM layer Agencies boundary layer Agencies POI layer

APMM layer Agencies boundary layer Agencies POI layer Sea boundary layer

JBPM layer Agencies boundary layer Agencies POI layer Fire hydrant layer

JPAM layer Agencies boundary layer Agencies POI layer

Map layer usage in MERS 999:

26

PDRM Boundary

KKM Boundary

JPAM Boundary

JBPM Boundary

Sample of Agencies layer

27

28

Integration with 999 ANI / ALI feature for caller identification once a call is received

ANI : Automatic Number Identification ALI : Automatic Location Identification

Assist emergency responders with map as a guide to reach emergency victims.

Locate incident instantaneously.

29

MERS 999 2D MAP FEATURES

30

Comprehensive geocoding of addresses into the digital map.

• To match between telephone numbers to the telephone installation address on digital map.

• Approximately 2 million subscribers already geocoded in the digital map.

• Geocode Fire Hydrants on the map, to assist firemen to locate the fire hydrant instantaneously.

31

32

Comprehensive geocoding of addresses into the digital map.

Customization of “Point of Interest” based on agency preference.

Usage of layers and layers of digital map.

Setup of operational boundaries by color and map out safety zone.

Plotting of customized icons for agency usage as Police logo, Fire & Rescue logo and fire hydrant.

To date, nearly 97.25 % of fixed line geocoded.

Continuous process for MERS 999.

For data maintenance, average of 30,000 to 40,000 geocoded every month.

33

Usage of grid for hospital

Deployed in MERS 999 System to assist hospitals to identify the coverage boundary of ambulance service.

Also to assist ambulance to identify quickly the incident location.

34

IAJ

4 KM x 4 KM grid.

Deployed in MERS 999 System to assist hospitals to identify the coverage boundary of ambulance service.

Also to assist ambulance to identify quickly the incident location.

IAJ

ANI / ALI capabilities visible from Celcos

Commissioned beginning December 2010.

It displays the name and address of the caller based on Longitude and Latitude.

Also displays on the digital map the location of the caller to the nearest base stations.

37

Color codes are used to differ properties, type of streets, building etc.

Tagging of each premise or properties name such as shop lots, shopping mall, schools etc.

Display house or lot number for each properties.

Residential lots

Bungalow lots Commercial Areas 38

No Function Existing CAD Enhanced CAD Description

1 Mobile CAD Standard Static

GUI

MCAD Evaluative

GUI

Vehicle MCAD Routing function from an external

Service

2 MCAD Routing local routing Same CAD-Station

MAP

Dynamic Data Explorer; Daily report activity,

Manager use historic data, Displaying them on the

MAP, and produce a series of reports

3 Request

module

Request

Historic

Same CAD-Station The complete Patient information in the

Ambulance, from the CAD.

4 Patient

Information

N/A Complete Patient

Info Complete Patient Information in the MCAD

MERS 3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP

42

IAJ

43

One of the initiatives to make Putrajaya as a safe city.

MSAFE supports the Government Transformation Program (GTP) to reduce crime.

Work started in March 2010 and launched in August 2010.

IAJ

IPD Putrajaya with MERS 999 system

Perbadanan Putrajaya with MERS 999 system

• Integration with 176 CCTVs throughout Putrajaya • 878 KM 3D 360 Panoramic Street Level Image

capturing

3D 360 AR Map

3D 360 AR Map

44

7) Active Call Cards

2) CCTV display selected by PED 3) 3D AR Map at

the incident location.

4) CCTV List

6) Emergency Information

5) CCTV Control Panel.

1) PED can choose the CCTV display.

3D AR

CCTV

45

46

• Navigating and measuring with 3D 3600 Panoramic Street Level image provides users with a “visual context” of the area.

• Provide a certain level of visualization and analytics capabilities.

• Supplement existing 2D map and location information to assist first responders with critical decisions before arriving on the scene.

• Users are more aware of landmarks and other factors like tools, speed limits and the size of the roads .

47

IAJ

Length Measurement

48 48

IAJ

Height Measurement

49 49

IAJ

Polygon Measurement

50 50

IAJ

Architectural Measurement

51 51

IAJ

52

Street assets – street light

IAJ

53

Business address geocoding

IAJ

54

IAJ

55

1. Navigation and measurement of 360

Panoramic Road Level image which

gives visual context of the interest areas.

2. Able to portray the analytical image.

3. Complement the existing MERS 999 2D

map to assist emergency select their

resources before dispatching

activities.

4. The users are more sensitive to the landmarks and points of interest.

IAJ

Perfect for event planning without physically going to the site.

Suitable for inventory management.

Data collection and study of any security threat.

56 56

7) Active Call Cards

2) CCTV display selected by PED 3) 2D Map

Map at the incident location.

4) CCTV List Within radius

6) Emergency Information

5) CCTV Control Panel.

1) PED can choose the CCTV display.

2D Map CCTV

57

JOHOR BAHRU

IAJ

58

MSAFE Johor have the uniqueness as follows:

1. Automatic triggering of system based on incident.

2. Recommend and display the nearest CCTV within 100

meters to 1000 meters

3. Display agencies boundary

4. Integration to multi platform CCTV

JOHOR BAHRU

MERS 999 SUCCESS STORIES

59

IAJ

Traceable to Public Safety International Standard

Sole provider of MERS 999 for the Government of Malaysia.

Recognized by

National Emergency Number Association (NENA) 911, a professional body that manage 911 emergency calls in North America and Canada.

International Academies of Emergency Dispatch (IAED)

60

IAJ

Medical Protocol in Bahasa Malaysia

61

1st in the world

Bahasa Malaysia

IAJ

Malaysia is the FIRST country in the region to implement online Medical Protocol in emergency services.

Used by more than 30 countries with translation.

Language translation include in Chinese, Arabic, Tamil, Spanish, Bahasa Malaysia, etc.

62

IAJ

999RC the FIRST to implement FIRE PROTOCOL in the region.

63

IAJ

Use X & Y coordinates from the MERS 999 Map system to trigger closest CCTV for Hotspot Zoom

Live CCTV feed to Police Station

Emergency call received and recorded by 999 RC and sent to Cyberjaya

Use X & Y coordinates from the MERS 999 Map system to trigger closest CCTV for Hotspot Zoom

64

IAJ

65

MERS 999 APPRECIATION BY EMERGENCY AGENCIES

IAJ

MERS 999 MEDIA COVERAGE

66

IAJ

MERS 999 MEDIA COVERAGE

67

IAJ

MERS 999 MEDIA COVERAGE

68

IAJ

CHALLENGES

69

1. Map accuracy - to locate exactly the incident location (5km or more radius).

2. Data accuracy from cellular provider (Longitude and Latitude) and profile of the registered users.

3. Geocoding process – a continuous effort due to dynamic movement of the telephone subscribers and new development of residential areas.

4. Updating of map – a continuous effort because of changing landscape due to new development.

5. Sharing of common information among all agencies.

70

IAJ

CONCLUSION

71

GIS and geospatial data usage in emergency is critical for effective communication and collaboration between agencies. MERS 999 is continually improving its GIS and geospatial data for use in emergency communications and disaster management.

TAKE AWAY MESSAGE…

72

Tanah Runtuh Hulu Langat 21 May 2011

Terima Kasih Thank You

Ir. Rozinah Anas arozinah@tm.com.my

73