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ASAP to the PSAP: Reducing 9-1-1 Processing Time by Minutes for Alarm Notifications Between Alarm Monitoring Companies & 9-1-1 PSAPs Presentation to the.

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Presentation on theme: "ASAP to the PSAP: Reducing 9-1-1 Processing Time by Minutes for Alarm Notifications Between Alarm Monitoring Companies & 9-1-1 PSAPs Presentation to the."— Presentation transcript:

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2 ASAP to the PSAP: Reducing Processing Time by Minutes for Alarm Notifications Between Alarm Monitoring Companies & PSAPs Presentation to the Alarm Industry Communications Committee March 6, 2014 Bill Hobgood, Project Manager, City of Richmond, DIT Public Safety Team Ed Bonifas, Vice-President Alarm Detection Systems, Inc.

3 Agenda  The ASAP Standard  How it Works  PSAP Experiences  Central Station Implementations  Current Status  Questions & Answers

4 Acronyms and Definitions ► APCO - Association of Public Safety Communications Officials ► ASAP – Automated Secure Alarm Protocol ► CSAA – Central Station Alarm Association ► NIEM – National Information Exchange Model ► NLETS – The International Justice & Public Safety Sharing Network ► PSAP – Public Safety Answering Point

5 4 NIEM – Examples of What It Does at a High Level Vehicle Make  NCIC:Vehicle Make = Message Key VMA Example: VMA/FORD  GJXDM: Example: FORD  NIEM Core: Example: FORD

6 5 NIEM – Examples of What It Does at a High Level Vehicle Color  NCIC:Vehicle Color = Message Key VCO Example: VCO:BLK/WHI  GJXDM: Example: BLK/WHI  NIEM Core: Examples: WHI BLK GRN

7 Case Study – The Automated Secure Alarm Protocol (ASAP) The Birth of an American National Standard Official ANS Name: APCO/CSAA ANS Alarm Monitoring Company to PSAP CAD External Alarm Interface Exchange Adoption Date: January 15, 2009 ► Standards-Based – XML – Converted from Custom Template to GJXDM then to NIEM ► No Longer a Pilot; in full production ► Rebranded [April 2011]: The Automated Secure Alarm Protocol (ASAP)

8 By The Numbers  PSAPs – 6,500 primary & secondary  Police/Fire/Med Agencies – 20,000+  Central Station Dispatches 22,800,000 annually 1  15,000 to Richmond’s PSAP  150,000 to the Houston Emergency Center  PSAPs Call Volume 250,000,000 annually 1 Source: Security Industry Alarm Coalition

9 Automated Secure Alarm Protocol - Purpose To provide a standard data exchange for electronically transmitting information between an Alarm Monitoring Company and a Public Safety Answering Point (PSAP). Generic Explanation: The exchange replaces the telephone calls between the Alarm Monitoring Company operator and the 911 PSAP call-taker.

10 How ASAP Works Initial Notification of New Alarm Event Three Primary Uses Central Station initiates notification of new alarm event Central Station Incident Number Sent to PSAP

11 How ASAP Works Three Primary Uses Acknowledgement by PSAP that notification has been Accepted or Rejected PSAP Incident Number Returned to Alarm Company PSAP’s Response & Acknowledgement

12 How ASAP Works Three Primary Uses Updates from Alarm Company Key-holder information Request to cancel dispatch Response to PSAP questions Bi-Directional Status & Response Updates Updates from the PSAP Resources dispatched Resources arrived on scene Call closure with disposition Request for information

13 Automated Secure Alarm Protocol - Goals Goal #1 Eliminate the telephone calls between the Alarm Monitoring Company and the PSAP Telephone Call Volume From Alarm Companies Alarm Monitoring Company Public Safety PSAP

14 Automated Secure Alarm Protocol - Goals Eliminate miscommunication between the Alarm Monitoring Company operators and the PSAP call-takers I can’t understand you. How do you spell that street? I can’t hear you, call back. Mistakes & Miscommunication Goal #2

15 Automated Secure Alarm Protocol - Goals Goal #3 Decrease processing & response times to alarm-related calls-for- service with an increase in law enforcement apprehensions made, fires more quickly extinguished, and lives saved. Processing & Response Times

16 ASAP to the PSAP – Comparative Analysis Traditional Delivery Versus Use of ASAP Alarm Co Processes Telephone Call Ringing Gather Information Dispatch Units Without ASAP: Delivery via Telephone Alarm Co Processes No Phone Call No Gathering Information Process Data Dispatch Units With ASAP……….. 1 ½ - 3 minutes or more15 seconds or less

17 ASAP – Outcomes in Virginia Richmond’s and York County’s Experiences ► 22,000+ total alarm exchanges transmitted: –No telephone call; No call-taker involvement –Spelling mistakes & accidental transposition of street address numbers eliminated –No low volume headset issues –No need to try to interpret accents –Works efficiently regardless of how inundated call takers may be ► Was… –1½ min - average process time w/o repetition –up to 3 min (sometimes more) – process time for some alarm calls –Alarm operators sometimes placed on hold for 8 – 10 minutes –The worst call in the PSAP ► Now… –15 sec or less - average turnaround time via the interface –The most accurate and concise call in the PSAP

18 ASAP – Outcomes in Houston, Texas Houston’s Experience Since April 28, 2011 ► Demographics 634 square miles (10 times larger than Richmond, Va) 2.3 million people (4th most populous city in the U.S.) 4th largest PSAP in the United States ► Consistent 13% Drop in the Number of Police Alarms Handled by a Call-taker : Houston receives more than 2,600 police alarms weekly 43,000 alarm systems monitored by 3 participating alarm companies ► Non-Emergency Telephone Call Volume Reduced by 15% ► Potential Savings of $1 - $2 million annually

19 Houston’s Emergency Center

20 PSAP Challenges That ASAP Can Help ► PSAP telephone call taking process  Call-takers must place priority in answering calls  Alarm companies call on 7-digit numbers; frequent answer delays  PSAP resources often limited; staffing shortages; overtime  NG9-1-1 to allow citizens to send texts, pictures, and video: PSAP resources to be stretched even further ► Computer-Aided Dispatch (CAD) providers – Dozens of CAD providers versus alarm automation providers – Six CAD tier one providers have or developing a solution – Many others have expressed interest but waiting on PSAPs to come forward – Outreach efforts must continue ► ASAP is an ANSI-standard based on open standards – One size fits all no matter how small or large the agency – CAD providers can develop interface once and market many times – Non-vendor specific

21 Alarm Industry Challenges/Responsibilities ► Addresses must sync to PSAP’s address file (MSAG/Geo-file) –Bulk address validations ▪ From new participating alarm company to PSAPs already participating with the ASAP program ▪ To new participating PSAP from alarm companies already participating with the ASAP program ▪ Address validations confirm that address is correct within the participating jurisdiction only ▪ Does not account for addresses assigned to the wrong PSAP in the alarm company’s DB ▪ Alarm companies will be responsible for using a 3 rd party service for ESN resolution –New account address validations ▪ Performed automatically by alarm company’s automation software when new account added ► Alarm monitoring companies must use event types from standardized list –PSAP decides up front which alarm types it will receive (e.g. law, fire, and/or EMS) –PSAP decides how to translate each alarm event type

22 Current Status - ASAP Operational PSAPs City of Richmond (VA) City of Houston (TX) Washington DC Tempe (AZ) PD James City County (VA) And many more in development……………

23 CAD Providers with an ASAP Interface Solution Intergraph Northrop Grumman Versaterm SunGard Public Sector And many more in development……………

24 Current Status – ASAP Operational Alarm Central Stations Vector Security (Ranked #9)* United Central Control National Monitoring Center Rapid Response Monitoring Monitronics (Ranked #5)* SafeGuard (Ranked #34)* Affiliated Alarm Detection Systems (#24)* American Alarm (#39)* RFI * Source: SDM Magazine 2013

25 Current Status – Central Stations That Have Signed Contract to Participate in ASAP Acadian Ackerman ADS Security(Nashville) (#26)* ADT (Ranked #1)* Alarm Center, Inc. Alarm Central Station ASG (Ranked #11)* CentraLarm Checkpoint CMS COPS Devcon (Ranked #20)* DGA Diebold (Ranked #8)* DMC Security Guardian Security (Ranked #10)* iWatch MACE Monitoring America Peak Alarm (Ranked #68)* Protection One (Ranked #6)* Stanley (Ranked #3)* Tyco (Ranked #2)* Vivint (Ranked #4)* Washington Alarm (Ranked #80)* Wayne Alarm * Source: SDM Magazine 2013

26 This Project is an Award Winning Project Awards ► 2009 Governor’s Technology Award for Innovation in Local Government ► Inaugural IJIS Institute’s Innovation Award (2009) ► American City & County Magazine’s 2009 Crown Community Award for Excellence in Local Government ► Center for Digital Government’s 2009 Digital Government Achievement Award ► Accepted into the 2009 City Showcase Sponsored by the National League of Cities ► Alliance for Innovation 2010 Award for Innovation in Local Government ► 2013 Computerworld Honors Laureate Award – Safety & Security ► 2013 Governor’s Technology Award for IT as an Efficiency Driver, Government to Business ► 2013 Government Computer News (GCN) Award for Outstanding Information Technology Achievement in Government ► 2013 – Best of NIEM award and induction into the NIEM Hall of Fame

27 Current Project Status CSAA approved as a Nlets Strategic Partner Organization (May, 2011) –CSAA implementing a CSAA managed message broker server at Nlets Testing has been completed Updated IEPD & schema 3.3 released to Automation and CAD Providers –Alarm companies, both CSAA & Non-CSAA members can participate 75+ charter alarm companies to come on board first (including ADT) Likely to swell to 300 alarm companies over next years Potential participation by up to 600 alarm companies over next years Nlets has assigned two new Message Keys for alarm traffic – ALQ = Alarm Data Sent by the Alarm Company to the PSAP – ALR = Responses from the PSAP to the Alarm Company –ORIs & Unique CSAA IDs used for routing messages

28 What is Nlets? Standards Based Hardware and Network Solution –Provides information services and support for justice- related agencies applications –Redundancy and HOT Dr site in KY –Serves all U.S. states and territories, Federal agencies with a justice component, and select regional and international agencies including Canada Delivering the right information at the right time –Innovative solutions driven by end user needs –Education on available services

29 System & Network Statistics On track for 1.5 BILLION Transactions in 2012 System Uptime –YTD: 99.94% Network Uptime –YTD: 99.98% Avg. Round Trip Message Response Time –YTD: 1.51 seconds Top Message Keys –RQ, DQ, IPQ, CR, AM Top Users –CBP, TX, IP, CA, MI

30 Nlets Information Exchanges Driver and vehicle registration Criminal history records State wanted persons data Sex offender registry Probation and parole registry Concealed carry databases State warrant records Driver license and corrections images Interpol Data from Canada and Mexico Homeland Alert messages LEO Flying Armed INS databases at LESC Amber Alerts Severe weather warnings Aircraft registrations GSA federal/diplomatic plates And hundreds more!  Legacy Services for…  …and Access To

31 Nlets Projects DL & Corrections Interstate Photo Sharing Proactive Alerting License Plate Reader National Index Tribal Nation Sharing Bulk Cash Smuggling Geo-spatial Mapping Automated Secure Alarm Protocol (ASAP) What’s Next?

32 Nlets & ASAP to the PSAP Nlets- Is The Preferred Transport for ASAP Traffic  Infrastructure is in place.  Safe and secure Communications  Intelligent Routing Scheme  In operation to Thousands of PSAPs  Trusted by PSAPs  Preferred by the Central Station Alarm Association

33 Nlets – CSAA High Level Design  Nlets–CSAA High Level Design  XML Firewall housed within Nlets’ facility.  Secure Certificate Authenticated hardware based VPN’s to Central Stations  CSAA Message Broker Server to consolidate Central Station traffic housed within Nlets site  CSAA/Nlets routing wrappers

34 Nlets & ASAP to the PSAP For Nlets this is a fairly simple pass through via the secure Nlets system and network to the states then via the state network to the local PSAPs This is going to take off fast! PSAPs are anxious to reduce call time and save valuable resources CAD system vendor partners are modifying their software updates to support these transactions! Talk to your CAD provider today!

35 Expanding the ASAP – ASAP Phase II (Schema 3.3) ASAP ANS up for review in CY2013 Additional fields have been added to the schema –Video confirmation link for PSAPs and field responders –Alarm service organization –X/Y coordinates in decimal degrees –Uniform list of information messages –Reject messages from the Message Broker or the PSAP –Accept message from the PSAP –Fields can be used before next release of ANS –Only Schema 3.3 will work with the Message Broker

36 Automated Secure Alarm Protocol – History Aug,04APCO & CSAA kickoff project to create and test a data exchange between a central station alarm monitoring company and a 911 PSAP; York Co., VA and Vector Security are selected; York Co. uses a copy of Richmond’s CAD; Vector Security uses GE Jan,05APCO and CSAA formerly partner to develop an exchange that will be consistently used by CAD providers and Central Station Alarm Companies for PSAPs to increase efficiency and decrease errors Jul,06The Alarm Interface Exchange 2.0 goes live at York Co. VA; includes only Burglar and Hold-up alarms Aug,06APCO requests the City of Richmond to join the pilot to generate additional volumes of alarm exchanges; City of Richmond’s interface goes live within 24 hours of the request Oct,06The alarm exchange pilot is expanded to include Fire and Medical alarms Sep, 07The City of Richmond implements new Intergraph CAD System

37 Jan, 08The Public Safety Data Interoperability (PSDI) project is launched; Apr, 08The PSDI steering committee holds first meeting; among the decisions made is to upgrade the External Alarm Interface Exchange to NIEM 2.0 Jun, 08IJIS issues an RFP to upgrade the alarm exchange IEPD to NIEM 2.0 Jul, 08IJIS awards IEPD contract to Waterhole Software Aug, 08The External Alarm Interface IEPD is completed using NIEM 2.0 Sep, 08The IEPD is published on the External Alarm Interface Exchange is submitted to the APCO ANS process as a proposed ANSI Jan, 09 APCO publishes APCO/CSAA ANS Standard Apr, 09Enhancements implemented: Bi-directional “update” messages implemented Automatic address validations initiated by MasterMind Automated Secure Alarm Protocol – History

38 Jan, 10The CSAA and Nlets sign the short term MOU to conduct proof of concept: allows 2 more alarm companies & 3 PSAPs Feb, 10Nlets assigns ALQ and ALR message keys for alarm exchange traffic Jun, 10Nlets inspects Vector Security’s facility and performs audit Jul, 10Nlets approves Vector Security for connectivity to Nlets message switch Aug, 10Vector and the City of Richmond go live using ORIs for routing and the use of Nlets message keys Apr, 11Houston goes live with ASAP May, 11CSAA becomes a SPO / Message Broker Development Begins Apr, 12City of Richmond & Vector Security go-live on new Message Broker Oct, 12Washington DC goes live with ASAP Automated Secure Alarm Protocol – History

39 Questions & Thank You for Attending!!! For More Information: APCO: External Alarm Interface Exchange ANSI, Fact Sheet, FAQs, IEPD IEPD available at (Tools > Work with IEPDs > Search for IEPDwww.niem.gov (Keyword “Alarm”) Central Station Alarm Association: Nlets: CSAA: Bill Hobgood, Project Manager, Public Safety Team City of Richmond, Dept. of Information Technology 900 E. Broad St., Room G-2 Richmond, Va (804) Cell (804)


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