Presentation on theme: "By: Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia"— Presentation transcript:
1 By: Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia ITU Asia-Pacific Regional Multi-Stakeholder Forum On Emergency Telecommunications8 – 11 July 2011, Ulaanbaatar, MongoliaSESSION 4B: SHARING OF INFORMATION ON NATIONAL EXPERIENCES IN EMERGENCY TELECOMMUNICATIONSMALAYSIA EMERGENCY RESPONSE SERVICES(MERS) 999 – THE MALAYSIAN EXPERIENCEBy:Ir Rozinah AnasProject DirectorMERS 999Telekom Malaysia
2 AGENDA Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity ProgramSuccess storiesChallengesConclusion
3 BRIDGING GOVERNMENT AND PUBLIC DURING DISASTER & EMERGENCY SITUATIONS Disaster Alert SystemRoyal Malaysia PoliceFire & Rescue DepartmentGIRNMERS 999Ambulance ServicesCivil DefenceMeteorology Department
4 FRAMEWORK FOR EMERGENCY COMMUNICATION & DISASTER MANAGEMENT Disaster Alert System (DAS)A system to inform and alert public in the event of any disaster.Malaysia Emergency Response System (MERS) 999A service for public to call in and seek help for any emergency situation.Government Integrated Radio Network (GIRN)Radio Communications system between Emergency agencies.
5 IN THE EVENT OF DISASTER… Activation of Directive No. 20National Security CouncilOutline 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.
6 AGENCIES IN RESCUE OPERATION UNDER DIRECTIVE NO AGENCIES IN RESCUE OPERATION UNDER DIRECTIVE NO. 20, NATIONAL SECURITY COUNCILDISASTER OPERATION CONTROL CENTREINCIDENT OPERATION CONTROL CENTRESEARCH & RESCUEMEDICAL & HEALTHSERVICESSUPPORTMEDIAWELFARESECURITYCONTROLFire Rescue DepartmentRoyal Malaysian PoliceRoyal Malaysian ArmyMalaysian Special Search and Rescue Team (SMART)Ministry of HealthAtomic Energy Licensing BoardMalaysian Civil Defence DepartmentMalaysian Maritime Enforcement MalaysiaMinistry of HealthRoyal Malaysian ArmyMalaysian Red CrescentSt. John AmbulanceDistrict OfficeDistrict /Municipal CouncilNational Energy (TNB)Telekom MalaysiaRoyal Malaysian ArmyRoyal Malaysian PolicePublic Work DepartmentInformation DepartmentBroadcasting DepartmentSocial Welfare DepartmentMinistry of HealthMalaysian Civil Defence DepartmentMalaysian Red CrescentSt. John AmbulanceVolunteers of Malaysian People (RELA)Royal Malaysian PoliceVolunteers of Malaysian People (RELA)
7 ZONE AREA FOR MANAGEMENT AND DISASTER RESCUE ON INCIDENT LOCATION 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 AgenciesGreen Zone :Location for Media Post, Rest Area for Main/Support Rescue Agencies, Victim Shelter, Counseling Area, Death Body Area
8 AGENDA Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity ProgramSuccess storiesChallengesConclusion
9 DISASTER ALERT SYSTEMGovernment 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.
10 CAPABILITY OF DASAble to reach thousands through shortest possible time…!!making outbound calls through Fixed Telephone Line.Fixed Line coverage Nationwide
11 ADVANTAGE OF DASAble 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.
12 IN THE EVENT OF DISASTER… Related agency shall :Pre-record IVR message* via the following methods:Manual record via tape, CDRemotely over the phone via IVRRemotely via web access (Trigger outbound calls to the identified areas*IVR message shall last for 20secDAS shall :Capture the recorded message by related agency in the Media ServerPerform outbound calls to the identified areas/subscribersGenerate statistic / report on the following :# of successful/answered calls# of not answered calls# of failed callsPublic shall :Received in-coming ring tone. The ring tone shall last till 60 sec if it is not being pick-upHear IVR message as recorded by related agencyFollow the IVR message instruction e.g. evacuate to safe location
13 BENEFITS OF DAS 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.
14 AGENDA Introduction Disaster Alert Sistem MERS 999 Activities and Stakeholders Centricity ProgramSuccess storiesChallengesConclusion
15 3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP What is augmented reality?"It's a field of computer research which deals with the combination of real-world and computer-generated data (virtual reality), where computer graphics objects are blended into real footage in real time." (Wikipedia)
16 UNIQUENESS OF MSAFE PUTRAJAYA MSAFE Putrajaya have the uniqueness as follows:Navigation and measurement of 360 Panoramic Road Level image which gives visual context of the interest areas.Able to portray the analytical image.Complement the existing MERS 999 2D map to assist emergency select their resources before dispatching activities.The users are more sensitive to the landmarks and points of interest.
17 UNIQUENESS OF MSAFE PUTRAJAYA Perfect for event planning without physically going to the site.Suitable for inventory management.Data collection and study of any security threat.171717
18 MEASUREMENT OF LINES AND POLYGONS Length Measurement18
19 MEASUREMENT OF LINES AND POLYGONS Height Measurement19
20 MEASUREMENT OF LINES AND POLYGONS Polygon Measurement20
21 Architectural Measurement MEASUREMENT OF LINES AND POLYGONSArchitectural Measurement21
22 MAP DATA FEATURE EXTRACTION AND UPDATES Street assets – street light
23 MAP DATA FEATURE EXTRACTION AND UPDATES Business address geocoding
24 MERS 999 PROCESS DOCUMENTATION MERS 999 embarked on Business Process documentation and SOP Documentation upon starting the project.Successfully developed and signed the Business Process Documentation on 21st May 2008 with all Emergency Agencies.999 Response Center had embarked on ISO :2008 in 3 centers namely KL, Melaka and Kuching. The centers had successfully received the ISO 9001:2008 award on 28th June 2010.Business Process Document Signed by All Emergency Agencies24
25 Customer Complaint Handling Ptrocess COMPLAINT HANDLING MECHANISMThe 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 Ptrocess25
26 STAKEHOLDERS CENTRICITY PROGRAM Sembang QA program in collaboration with all emergency agencies and MERS stakeholders to create synergy, deliberate operational matters and challenges in MERS 999.Sharing and Caring Program at 25 schoolsA 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.26
27 STAKEHOLDERS CENTRICITY PROGRAM TV Talk ShowMERS 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
28 STAKEHOLDERS CENTRICITY PROGRAM Public Emergency Preparedness ExhibitionA program in collaboration with Kementerian Kesihatan Malaysia to educate the public on the prepareness and readiness in any emergency incidents.National Conference On Pre-Hospital Care And First Responder ServicesA program organised by Ministry of Health with participation from emergency agencies and NGO’s such as St. John Malaysia, Malaysian Institute of Road Safety Research (MIROS).28
29 STAKEHOLDERS CENTRICITY PROGRAM Broadband CarnivalMERS 999 participate in Broadband Carnival organised by Ministry of Information, Communication and Culture to educate the public on the importance of MERS 999.Business Process Improvement Workshops with All Agencies29
30 STAKEHOLDERS CENTRICITY PROGRAM Appreciation Award for Emergency AgenciesAn appreciation program with all emergency agencies and MERS stakeholders to recognize the top performer of emergency agencies in giving their services to public in MERS 999.Map Asia 2010MERS 999 participated in Map Asia 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.30
31 STAKEHOLDERS CENTRICITY PROGRAM Visit by various agencies to 999 Response CenterVisit to 999RC Melaka by ASEAN DelegatesVisit to 999RC KL by Minister of MICC31
32 STAKEHOLDERS CENTRICITY PROGRAM Visit by various agencies to 999 Response CenterVisit to 999RC KL by Chief Secretary MOHA and Ex-IGPVisit to 999RC KL by Melaka State Government and Melaka Police32
33 STAKEHOLDERS CENTRICITY PROGRAM Visit by various agencies to 999 Response CenterVisit to 999RC KL by Vice President of Malaysian Crime Prevention FoundationVisit to 999RC KL by Remote Sensing Agency of Malaysia33
34 STAKEHOLDERS CENTRICITY PROGRAM Visit to Crank Callers’ Residence with Royal Police of Malaysia3rd Asian Ministerial Conference on Disaster Risk Reduction in Kuala Lumpur34
35 INTERNATIONAL PROGRAMS Geospatial World Forum, HydrabadITU Conference Guadalajara Mexico35
36 INTERNATIONAL PROGRAMS Study Visit to London Metropolitan PoliceStudy Visit to BAPCO (British Association of Public Safety Communication Officers)Study Visit to London Ambulance
37 INTERNATIONAL PROGRAMS Study Visit to Isle of Wight Ambulance Service
45 WHAT RESPONDENTS SAY ABOUT MERS 999… No need to wait a long time for 999 operator to entertained999 is the number 1Very fast in term of giving assistanceOperator is friendly and happeningGood communication, professional and dedicatedOperator speaks with polite and good languageDeliver the best services to the publicOperator ease the caller to stay calmESP arrived on-time at the locationNo problem anymoreOperator understands caller feelings and situationFlawless and faster with the services givenSatisfied with prompt feedback by the operatorVery satisfied with the services given45
46 AGENDA Introduction Disaster Alert Sistem MERS 999 Customer Centricity Program and ActivitiesSuccess storiesChallengesConclusion
47 CHALLENGES IN EMERGENCY COMMUNICATION Dynamic Operational ProcessMap accuracy – continuous enhancement of digital map to assist dispatcher to locate the incidents.Public education and awarenessStakeholders acceptance.47
48 ACHIEVEMENTS All calls answered within 4 rings. Reduction of Crank CallsImprovement of Response TimeSafe City Initiative – PioneerThe FIRST country to implement Bahasa Malaysia Medical Protocol in the region.40% Reduction48
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 Government’s delivery of public services that underpin Government’s ability to develop the country.MERS 999 is one of the catalysts to achieve the National Agenda.