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Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity Program Success stories Challenges Conclusion 2.

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Presentation on theme: "Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity Program Success stories Challenges Conclusion 2."— Presentation transcript:

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2 Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity Program Success stories Challenges Conclusion 2

3 Government MERS 999 Royal Malaysia PoliceFire & Rescue Department Ambulance Services Civil Defence Meteorology Department GIRN 3

4 Disaster Alert System (DAS) A system to inform and alert public in the event of any disaster. Malaysia Emergency Response System (MERS) 999 A service for public to call in and seek help for any emergency situation. Government Integrated Radio Network (GIRN) Radio Communications system between Emergency agencies. 4

5 Activation of Directive No. 20 National Security Council Outline principle on disaster management and rescue according to level of disaster. Establish a single disaster management mechanism which define roles and responsibilities of each agencies involve in managing disaster. 5

6 DISASTER OPERATION CONTROL CENTRE INCIDENT OPERATION CONTROL CENTRE SEARCH & RESCUE MEDIA SUPPORT WELFARE MEDICAL & HEALTH SERVICES MEDICAL & HEALTH SERVICES SECURITY CONTROL SECURITY CONTROL Fire Rescue Department Royal Malaysian Police Royal Malaysian Army Malaysian Special Search and Rescue Team (SMART) Ministry of Health Atomic Energy Licensing Board Malaysian Civil Defence Department Malaysian Maritime Enforcement Malaysia Ministry of Health Royal Malaysian Army Malaysian Red Crescent St. John Ambulance District Office District /Municipal Council National Energy (TNB) Telekom Malaysia Royal Malaysian Army Royal Malaysian Police Public Work Department Information Department Broadcasting Department Royal Malaysian Police Volunteers of Malaysian People (RELA) Social Welfare Department Ministry of Health Malaysian Civil Defence Department Malaysian Red Crescent St. John Ambulance Volunteers of Malaysian People (RELA) 6

7 Red Zone: Work Area for Main Search and Rescue Agencies. Yellow Zone :Location for Incident Location Control Post, Post for Main Rescue Agencies and Support Rescue Agencies Green Zone :Location for Media Post, Rest Area for Main/Support Rescue Agencies, Victim Shelter, Counseling Area, Death Body Area 7

8 Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity Program Success stories Challenges Conclusion 8

9 Government had started planning for a system to rapidly inform the public to be prepared for any disaster such as tsunami, flood and landslide in a targeted area or location. Government had started planning for a system to rapidly inform the public to be prepared for any disaster such as tsunami, flood and landslide in a targeted area or location. In April 2006, the system known as Disaster Alert System (DAS) was officially launched to perform mass broadcast of alert voice messages to public via fixed telephone line. In April 2006, the system known as Disaster Alert System (DAS) was officially launched to perform mass broadcast of alert voice messages to public via fixed telephone line. 9

10 Able to reach thousands through shortest possible time…!! making outbound calls through Fixed Telephone Line. Able to reach thousands through shortest possible time…!! making outbound calls through Fixed Telephone Line. Fixed Line coverage Nationwide 10

11 Able to alert people in targeted area of incoming disasters such as tsunami and earthquake. Capable of reaching public in shortest possible time : 50,000 to 150,000 calls within 15 minutes. Different types of alert messages based on level and type of disaster. Available 24 x 7 all year round. Priority dialing based on predetermined groups. Slice and dice information of every outbound calls – dashboard view and customized report. 11

12 Related agency shall : a)Pre-record IVR message* via the following methods: Manual record via tape, CD Remotely over the phone via IVR Remotely via web access (www.das.com.my) b)Trigger outbound calls to the identified areas *IVR message shall last for 20sec DAS shall : a)Capture the recorded message by related agency in the Media Server b)Perform outbound calls to the identified areas/subscribers c)Generate statistic / report on the following : # of successful/answered calls # of not answered calls # of failed calls Public shall : a)Received in-coming ring tone. The ring tone shall last till 60 sec if it is not being pick-up b)Hear IVR message as recorded by related agency c)Follow the IVR message instruction e.g. evacuate to safe location 12

13 Alert public within seconds..!! Alert public by performing mass broadcast of alert voice messages via DAS. Minimize the damage and save more lives..!!! Government can control the situation better since the message is sent directly and instantly to the potential affected people in the disaster area. Fixed Telephone Line infrastructure nationwide enable DAS to be implemented any where effectively. 13

14 Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity Program Success stories Challenges Conclusion 14

15 3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP 15

16 16 MSAFE Putrajaya have the uniqueness as follows: 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.

17 Perfect for event planning without physically going to the site. Suitable for inventory management. Data collection and study of any security threat. 17

18 Length Measurement 18 MEASUREMENT OF LINES AND POLYGONS 18

19 Height Measurement 19 MEASUREMENT OF LINES AND POLYGONS 19

20 Polygon Measurement 20 MEASUREMENT OF LINES AND POLYGONS 20

21 Architectural Measurement 21 MEASUREMENT OF LINES AND POLYGONS 21

22 MAP DATA FEATURE EXTRACTION AND UPDATES 22 Street assets – street light

23 MAP DATA FEATURE EXTRACTION AND UPDATES 23 Business address geocoding

24 24 MERS 999 embarked on Business Process documentation and SOP Documentation upon starting the project. Successfully developed and signed the Business Process Documentation on 21 st May 2008 with all Emergency Agencies. 999 Response Center had embarked on ISO 9001:2008 in 3 centers namely KL, Melaka and Kuching. The centers had successfully received the ISO 9001:2008 award on 28 th June 2010. Business Process Document Signed by All Emergency Agencies

25 25 The Customer Complaint Handling process was established together with all Central Agencies and Emergency Agencies. Any complaint from the public will be investigated and discussed thoroughly with National Security Council before making any statement to the public. Customer Complaint Handling Ptrocess

26 IAJ A program in collaboration with all emergency agencies and MERS 999 stakeholders to create synergy, deliberate operational matters and challenges in MERS 999. 26 Sembang Q Sharing and Caring Program at 25 schools A program in collaboration with District Education Department and Emergency Agencies to educate school children on proper and appropriate methodology to confer accurate information when seeking help from MERS 999 and also to educate them not to make crank calls.

27 IAJ MERS 999 invited all emergency agencies and federal agencies to appear as a guest speaker in Selamat Pagi Malaysia, a talk show to educate the public on preparedness in any emergency incidents. The program was conducted every month throughout the year 2010. 27 TV Talk Show

28 IAJ A program in collaboration with Kementerian Kesihatan Malaysia to educate the public on the prepareness and readiness in any emergency incidents. 28 Public Emergency Preparedness Exhibition National Conference On Pre-Hospital Care And First Responder Services A program organised by Ministry of Health with participation from emergency agencies and NGOs such as St. John Malaysia, Malaysian Institute of Road Safety Research (MIROS).

29 IAJ MERS 999 participate in Broadband Carnival organised by Ministry of Information, Communication and Culture to educate the public on the importance of MERS 999. 29 Broadband Carnival Business Process Improvement Workshops with All Agencies

30 IAJ An appreciation program with all emergency agencies and MERS 999 stakeholders to recognize the top performer of emergency agencies in giving their services to public in MERS 999. 30 Appreciation Award for Emergency Agencies Map Asia 2010 MERS 999 participated in Map Asia 2010 from 26 to 28 July 2010 at Kuala Lumpur Convention Center. The key objective is to educate participants on the usage of IT in Emergency System.

31 IAJ 31 Visit by various agencies to 999 Response Center Visit to 999RC Melaka by ASEAN Delegates Visit to 999RC KL by Minister of MICC

32 IAJ 32 Visit to 999RC KL by Chief Secretary MOHA and Ex-IGP Visit to 999RC KL by Melaka State Government and Melaka Police Visit by various agencies to 999 Response Center

33 IAJ 33 Visit to 999RC KL by Vice President of Malaysian Crime Prevention Foundation Visit to 999RC KL by Remote Sensing Agency of Malaysia Visit by various agencies to 999 Response Center

34 IAJ 34 Visit to Crank Callers Residence with Royal Police of Malaysia 3 rd Asian Ministerial Conference on Disaster Risk Reduction in Kuala Lumpur

35 IAJ 35 Geospatial World Forum, Hydrabad ITU Conference Guadalajara Mexico

36 Study Visit to London Metropolitan Police Study Visit to London Ambulance Study Visit to BAPCO (British Association of Public Safety Communication Officers) 36

37 Study Visit to Isle of Wight Ambulance Service 37

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39 39

40 Introduction Disaster Alert Sistem MERS 999 Activities and Customer Centricity Program Success stories Challenges Conclusion 40

41 41

42 42 Note: Type of Crank Call are Call For Fun, Obscene and Mental. 40% Reduction

43 43 CSI 7.56 CSI 8.62 Year 2009 Year 2010

44 44

45 45 Very fast in term of giving assistance Operator is friendly and happening Operator understands caller feelings and situation Operator ease the caller to stay calm No problem anymore Good communication, professional and dedicated ESP arrived on- time at the location Flawless and faster with the services given Satisfied with prompt feedback by the operator Deliver the best services to the public 999 is the number 1 Very satisfied with the services given No need to wait a long time for 999 operator to entertained Operator speaks with polite and good language

46 Introduction Disaster Alert Sistem MERS 999 Customer Centricity Program and Activities Success stories Challenges Conclusion 46

47 1.Dynamic Operational Process 2.Map accuracy – continuous enhancement of digital map to assist dispatcher to locate the incidents. 3.Public education and awareness 4.Stakeholders acceptance. 47

48 48 1.All calls answered within 4 rings. 2.Reduction of Crank Calls 3.Improvement of Response Time 4.Safe City Initiative – Pioneer 5.The FIRST country to implement Bahasa Malaysia Medical Protocol in the region. 40% Reduction

49 TAKE AWAY MESSAGE… Since its establishment, MERS 999 had always been committed to the Government Transformation Program, in accordance with the principles of 1Malaysia, People First, Performance Now. Programs and activities on Customer Centricity especially to the PUBLIC had always been the main agenda for Improvement in Governments delivery of public services that underpin Governments ability to develop the country. MERS 999 is one of the catalysts to achieve the National Agenda. 49

50 Terima Kasih Thank You Rozinah Anas arozinah@tm.com.my 50


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