Remote Hosting of Emergency Notification Solutions Overview of Existing Ops and Future Developments Stephen Spoonamore Dir. Govt. Programs

To reach thousands in minutes globally To prepare organizations for unexpected crises and preload teams and groups needed to address them in remote hosted “hot-standby” status. To solve painful 2-way communication problems in degraded and challenging environments To find and link event specific experts to Incident Command Remote Hosting of Communications Mission

Fully hosted, outsourced, remote, multiple redundant Sends messages to hundreds or thousands of people in near zero time Simultaneously organizes dozens of work groups Use any or all familiar communication devices (cell, work, home phones, , pager, text devices) Works from anywhere, to anywhere What the System must be to accomplish this:

Founded as a direct result of 9/11 Intended to manage massive area disasters Focus on High-Speed, High-Volume Remote hosting  Easily scales to suit exact requirements Outsourced solution  No dependencies on any local existing infrastructure  Allows Incident Command to run system from anywhere  No hardware to install or software to upgrade No single points of failure Multiple components spread throughout the country 24/7/365 – The correct commands sit Standby-Hot How SWN is doing this we

Automates and preloads work groups and plans Forces planning for situations Simplifies logistics when crises arise Distributes information quickly and accurately Finds and Patches in Remote Experts Improves response times during critical events Helps centralize employee contact information Recall and re-assign teams in near zero-time Announces/tracks internal network disruptions What The Service Does so far

SWN Proprietary and Confidential c 2004 SWN Communications Inc. Current Infrastructure Map of SWN System (North America) SWN HQ Data Center IVR Bank Call Center Ops Center

Send to voice and text devices simultaneously Response options from voice and International dialing Send messages via web, , toll-free number 24-7 Real-time tracking of responses Message triggering via Blackberry, TREO or Phone Bridge to conference call Customized Caller ID Assign logins and passwords to team members Manage voice points of contact/minute Manage 40,000+ text points of contact/minute Capability of the System

Many Agencies have inherent “Hug The Box” bias. Turf issues of who controls data planning also challenging Current drive to interoperability is moving toward creation of local monoculture systems, not remote hosting Nomenclature and Incident Command for EMS and Mass Recall have variable and often contradictory procedures Mass Evacuation needs need to run in complete reverse of EMS attack of situation Level of Security for Data and “Need to Know” issues. Current Challenges in Public Response Events

Send Pre-loaded Packets to each Cell Tower, set Cell Tower to reverse call all phones it can “see” with message. Create Local “Evacuation” Mass Call #s, SWN would manage, update and reset open evacuation messages. Create and set flexible “recall pools” as recalled assets found Manage the two way communication for deploying recalled assets System Extensions (Proposed) for Public Alert

Stephen Spoonamore Dir. of Government and Institutional Programs C w – x 824

Current Clients using SWN (partial)

“What took hours on 9/11 took minutes (Blackout 2003).” Bank of New York “I wish I had your service during the Blackout 2003.” New York Presbyterian "Terrific idea...wish we had this 20 years ago.” United States Postal Service “This tool saves time, money and lives.” Veterans Affairs Region 21 Quotes from Users on System

Technology Summary Industry Standard  PHP front-end  Win2K/IIS/MS SQL Server back-end  XML interface Redundant / Fault Tolerant Infrastructure & Architecture  Dual Qwest locations with “Twin” systems in each location.  Hot Standby Architecture  Multi-sourced at the provider level, DR w/ secondary providers Secure  SEC Data handling, SEC certified Architecture  Change Management partitions: Dev -> Pre-production-> Production  Hardened OS’s /encrypted DBs Scalable  Architected around production units Real Time  Centralized management allows on the fly service and real time reporting