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Assistant Director Karen Wong. PSC Strategic Goals Customer Service and Satisfaction Competitive Technical Services and Effective Use of Technology Upgrade.

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Presentation on theme: "Assistant Director Karen Wong. PSC Strategic Goals Customer Service and Satisfaction Competitive Technical Services and Effective Use of Technology Upgrade."— Presentation transcript:

1 Assistant Director Karen Wong

2 PSC Strategic Goals Customer Service and Satisfaction Competitive Technical Services and Effective Use of Technology Upgrade Microwave Network from Analog to Digital Integrate Public Safety Radio Communications to Achieve Statewide Interoperability Modernize 9-1-1 to Next Generation 9-1-1 (NG9-1-1) Realize a Unified Statewide Public Safety Network

3 Emergency Communications Branch9-1-1

4 9-1-1 Emergency Communications Branch Oversight and administration of the State Emergency Telephone Number Account Fund (SETNA) Administration and funding for equipment and network services related to the routing and answering of 9-1-1 calls handled by approximately 460 police, fire, and emergency medical dispatch centers, also known as Public Safety Answering Points (PSAPs) Establish Statewide technical and operational standards to deliver 9-1-1 services Manage new technologies supporting 9-1-1 Govern the State 9-1-1 Advisory Board Manage the activities of fifty-eight 9-1-1 County Coordinators CA 9-1-1 Branch is responsible for the overall Program Management of 9-1-1 Services in California

5 9-1-1 Emergency Communications Branch Establishes and manages statewide contracts that provide state department and local government agencies with contracts that provide competitively bid pricing 9-1-1 System and Services Multiple Purchase Award Foreign Language Emergency Interpretation Services for 96+ non-English languages

6 9-1-1 Emergency Communications Branch 2011 NG9-1-1 Public Meetings Emergency Medical Services Presentation (San Diego, California) Left to Right: State 9-1-1 Advisory Board Members; Dr. James Dunford, President of the American Heart Association

7 From 2007 to December of 2011, the number of wireless calls receiving a busy signal or failing to be answered dropped from approximately 42% to below 2% In October 2011, the RED Project won the prestigious National Association of State Chief Information Officers award for Cross Boundary Collaboration and Partnerships As a result of California’s success, several other states have inquired regarding our innovative strategy and technology used to efficiently route the 9-1-1 calls to the right PSAP the first time Routing on Empirical Data (RED) Project Phase 1 Santa Barbara & Ventura 249 - 74% Phase 2 Bay Area 3,061 - 45% Phase 3 Southland2,234 - 31% Phase 4 Northern Area 556 - 20% Phase 5 Central 2,183 - 68% Phase 6 Los Angeles 1,379 - 29% Total 9,662 43% average / phase (9,662 of 22,442 sectors evaluated)

8 9-1-1 Emergency Communications Branch The CA 9-1-1 Branch has the authority to plan and implement the 9-1-1 network that delivers the calls to over 450 PSAPs Statewide

9 Statewide 9-1-1 call related data analysis and reporting system Provides unique PSAP statistics, including call answer time and call volume analysis Enables state, regional and county managers to analyze and compare one or multiple PSAPs and perform trend analysis for budget planning The solution can also be used to follow the life of a 9-1-1 call as it transfers from one PSAP to another Emergency Call Tracking System (ECaTS)

10 Improve interoperability, call routing, congestion, overflow treatment and location accuracy Strengthen system resiliency and reliability as well as increase opportunities to achieve fiscal and operational efficiency through cost-sharing arrangements NG9-1-1 provides the ability to accept multimedia data (e.g. text, video and photo) Next Generation 9-1-1 (NG9-1-1)

11 Completed September 2012 $4.1 million + $4.1 million in Federal/State matching Grant Funds NG 9-1-1 IP network connectivity to 37 Public Safety Answering Points (PSAPs) encompassing thirteen (13) counties in Northeastern California Routing based on Longitude and Latitude (X/Y), saved 104 hours (September 2012 through July 2013) in potential transfer time on wireless 9-1-1 call delivery to PSAPs Enhanced E9-1-1 Grant Project

12 AT&T/Cassidian Patriot CPE Hosted Solution 4 PSAPs – –Imperial County Sheriff –Brawley Police Department –Calexico Police Department –El Centro Police Department CPE hosted solution was accepted in Nov 2012 Pending software upgrade will provide additional feature functionality when logging in at a non-native PSAP within the group Imperial County Project

13 AT&T/Intrado Viper CPE hosted solution with a proof of concept (POC) longitude/latitude (X/Y) routing overlay 3 PSAPs: - Ventura County Sheriff - Oxnard Police Department - Simi Valley Police Department CPE hosted solution successfully implemented March 2013 Testing for AT&T ESInet POC overlay with X/Y routing to begin June 2014 Allows PSAPs to load balance and answer 9-1-1 calls from any workstation within the 3 PSAPs Ventura County Project

14 AT&T/microDATA Evergreen IP Cloud Solution 8 PSAPs – – Alhambra PD – Beverly Hills PD – Burbank PD – Glendale PD – Pasadena PD – San Fernando PD – Sierra Madre PD – Verdugo FD Establishes a geo-diverse NG9-1-1 solution Allow PSAPs the ability for call takers to take 9-1-1 calls at any workstation within the 8 PSAPs Utilizes policy based routing configurations RING Project

15 AT&T/microDATA Evergreen IP Cloud Solution 3 PSAPs – – Mendocino County Sheriff – Ukiah Police Department – Willits Police Department Establishes a geo-diverse NG9-1-1 solution Allow PSAPs the ability for call takers to take 9-1-1 calls at any workstation within the 3 PSAPs Utilizes policy based routing configurations Mendocino County Project

16 State 9-1-1 Advisory Board The State 9-1-1 Advisory Board advises the CA 9-1-1 Branch on 9-1-1 issues and policy - especially from the perspective of their constituents Seated from left to right: Charles Melvin Berdan, Charles Cullen, Sam L. Spiegel, Karen Wong-Chair, Scott Howland, Jaime Young, Nathan Trauernicht, James Mele Members not pictured: Leslie Wilson, Michael Langston, Edward Bonner

17 Inform citizens of all ages the importance of emergency calls with the 9-1-1 system Recognizes and awards children and dispatchers for 9-1-1 calls Support PSAPs with 9-1-1 education and outreach efforts Prepares citizens for NG9-1-1 Education and Awareness

18 Recognizing citizens of all ages in the community for performing extraordinary actions by using 9-1-1 9-1-1 for KIDS Awards

19 Radio Communications Branch

20 Radio Communications Branch Public Safety Agencies Goals Interoperability Establish System of Systems Architecture & Infrastructure Local Law Enforcement and Fire

21 California Public Safety Microwave Network Microwave Strategic Plan State owned, operated and maintained System design will be fully digital with a Multi- Protocol Label Switching overlay with ability for automatic re-routing of traffic and remote system reconfigurations Support new technologies such as Long Term Evolution High speed data, OC3 (150 Mbps) with customized service levels to end user

22 Radio Engineering

23 System Engineering First level contact providing client engineering support Extensive technical expertise and working knowledge base of client systems Customized system design and modification Major equipment specification development Detailed documentation for communications sites throughout the State

24 System Engineering Design and Installation Development of detailed equipment installation instructions and documentation Left to Right: David Andre, Lap Huynh

25 System Engineering Design and Installation Consoles Engineering Engineering and installation of major public safety dispatch console equipment Development of specifications for the purchase of major dispatch console equipment and the subsequent compliance testing Customer service and support of existing console equipment Statewide

26 System Engineering Design and Installation Engineering and installation of major public safety dispatch console equipment Left to Right: Jennifer Nguyen, Uriel Fojas, Pete Jessen

27 System Engineering Design and Installatio n Special Projects Unit Designs, develops, fabricates and modifies equipment for specialized applications Performs equipment testing and specification compliance verification Conducts Radio Frequency Interference studies Performs Maximum Permissible Exposure tests to confirm safe radio frequency working environment

28 System Engineering Design and Installation Special Projects Unit Partners with fabricators and assemblers such as Pride Industries, Microform Sheet Metal, R-Squared PC Board Manufacturer, Laird Antennas

29 System Engineering Design and Installation Equipment testing and specification compliance verification Pictured: Tim Johnson

30 System Engineering Design and Installation Frequency Engineering, Coordination and Licensing Maintains and modifies over 4,000 FCC licenses for the State of California Primary interface with the FCC on rules and regulatory issues Interface with client agencies on equipment specification development and procurements Federal Communications Commission (FCC) / Specifications Unit

31 Installation

32 Installation Mobile Installations Microwave VHF/UHF (prisons, traffic management centers, towers, command post vehicles, remote mountaintop sites)

33 Mobile Installations Installation, removal and modification of mobile radios, undercover installations, Code 3 installations and related equipment for the majority of public safety agencies Installation facilities in Sacramento, Riverside, and Fresno Install equipment in vehicles, boats, quads, and all highway maintenance equipment

34 Mobile Installations Pictured: Alan Lane

35 Microwave Installation and Maintenance Over 400 microwave sites serving state, federal, and local government agencies

36 Maintenance

37 Communication Maintenance Services Maintenance provided Statewide Emergency and preventative radio repair Customized maintenance service provided (24 hours a day/7 days a week/365 days a year) Repair of equipment no longer serviced by the manufacturer

38 Communication Maintenance Services Statewide technical and advanced system maintenance Pictured: Richard Erhardt

39 Communication Maintenance Services Emergency communication equipment is thoroughly tested and specialized maintenance is provided Pictured: Darrell Norris

40 Communication Maintenance Services Technicians climb a communications tower to conduct maintenance (Mount Diablo, CA)

41 Communication Maintenance Services Maintenance services are provided Statewide 24 hours/7 days a week/365 days a year regardless of weather conditions

42 Training

43 Technical Training Technical training programs are developed both in-house and by qualified vendors as outlined in the training plan Training Courses: Tower Climbing Safety Structured Cabling Testing and Creation California Highway Patrol / Consolidated Patrol Vehicle Environment Training Radio Frequency System Level Setting State Microwave System Basics

44 Technical Training PSC Training Locations: Sacramento Fresno Riverside The Training Unit provides over 10,000 hours of technical training each fiscal year

45 Technical Training Tower Climbing Training Pictured: Darrell Norris

46 Technical Training 4x4 Training

47 Incident Base Team Training

48 Incident Base Team (IBT) Team of Telecommunications Technicians who respond to any incident (fires, floods, civil unrest) Technicians program, repair, and maintain all communications on all incidents alongside first responders The IBT offers 24 hours a day/7 days a week/ 365 days a year response to incidents

49 Incident Base Team Services Fire/Incident Base Training

50 Incident Base Team Services Technicians deploy portable communication systems on site

51 Telecommunications Governance and Services Branch

52 Telecommunications Governance & Services Branch To provide exceptional support services to clients and stakeholders of Public Safety Communications to develop and implement a strategic vision for the State’s public safety radio and 9-1-1 communications Public safety communications governance is strengthened through open forums ensuring that all public safety entities have a voice in the process while continuing to leverage existing infrastructure to improve interoperability in California

53 Roles and Responsibilities Governance: Supports client agencies, provides strategic planning services, coordinates the California First Responders Network project and leads change management and communications initiatives Project Management: Manages Public Safety Communications projects and work orders statewide Federal Communications Commission Coordination: Manages Federal Communication Commission licenses for state agencies, frequency coordination, and records frequency use agreements between state and local public safety organizations

54 Roles and Responsibilities Strategic Management & Facility Coordination: Manages Public Safety Communications facilities including the Public Safety Microwave Network and California Multi-Agency Radio System Program & Client Support: Serves as the primary point of contact for client agencies Ombudsman: Pursues resolution of critical issues, conducts outreach to state and local government client agencies Support Services: Supports statewide Public Safety Communications efforts including areas related to Client Billing, Procurement, Contracting, and Warehouse Operations, including Central Stores; it stocks the most commonly used items in statewide communications projects

55 Nationwide Public Safety Broadband Network In February 2012, Congress enacted The Middle Class Tax Relief and Job Creation Act of 2012 (the Act), which contained provisions to establish a nationwide, interoperable public safety broadband network Develop a governance structure and select the 15 members who will comprise the California First Responder Network Board of Directors (CalFRN) - Members will represent a cross-section of public safety and telecommunications technical expertise Develop three public forums to be held in 2014, to take public comment and provide information to interested stakeholders of the approach to develop the Nationwide First Responder Network

56 CalFRN Board of Directors The CalFRN Board will consist of two levels of operation - each level is described in terms of responsibilities, membership, operating procedures and information flow California First Responder Network Board of Directors Advisory Committees: CalFRN Board Description − California Statewide Interoperability Executive Committee Advisory − Mutual Aid Regional Advisory Committee − State 9-1-1 Advisory Board − Tribal Advisory Committee − Additional Technical groups may be added in the future, i.e. the Technical Advisory Committee

57 Why it matters California citizens and government agencies depend upon the State’s public safety telecommunication systems to conduct routine business and obtain assistance during emergencies Providing excellent customer service over 330 dedicated people statewide in Public Safety Communications works behind the scenes to ensure that these essential systems are there when needed

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