1. Operating Virtual Command Centres The Changing Face of Disaster Management Presented by Steven C. Davis Principal, DavisLogic, and All Hands Consulting 12th World Conference on Disaster Management

2. Agenda How a Virtual Command Center Functions Operational Considerations Information Management Managing Resources Examples of Virtual Command Center Software

3. First: The Purpose of the EOC The EOC’s purpose is to coordinate incident information and resources for management.  The EOC must receive, analyze, and display information about the incident to enable CEO decision-making.  The EOC must find, prioritize, deploy, and track critical resources.  The EOC must enhance decision making, communication, collaboration, and coordination.

4.  A Good Concept of Operations  Good Teams  Good Staff  Good Communications  Good Space  Good Technology What Makes the EOC Work?

5. The Problem  Command Centers may be impacted by the event.  Staff may need to be dispersed.  Remote sites may need to be involved  Need to effectively direct and control resources, actions, information and communications. WTC 7 housed the NYC Emergency Operations Center

6. The Solution A “Virtual EOC” that enables managers to:  Participate in critical decision-making processes regardless of physical location  Effectively direct and control resources  Automate processes and methodologies  Assign and track tasks  Efficiently communicate real-time information  Protect communication and data with needed redundancy and flexibility

7. Definition: VEOC A Virtual EOC is a means - for an organization to coordinate response and recovery actions and resources - that exists solely or partially in cyberspace. A VEOC provides an electronic EOC via a computer network or the Internet. It can consist of one workstation or thousands of networked computers dispersed throughout the enterprise and around the globe.

8. The Virtual Command Post A Military perspective “For survivability, future command posts will be established and operate in a dispersed configuration… “Face-to-face communications will be effected through the use of audio and video teleconferencing, data distribution and virtual reality… “The virtual reality space of each conference participant will reside in his own local computer.” United States Army - Communications & Electronics Command

9. The Private Sector Follows Suit “A command center must be established from which the event can be managed (until a disaster is officially declared or reentry to the regular facility is possible). Enterprises should consider establishing a "virtual" command center to limit the vulnerability caused by all senior executives being in one location.” Gartner Research Note – September 19, 2001

10. What Are They Doing? Companies such as Cisco and AT&T use Virtual Command Center Software while Fidelity and the Bank of America utilize conference calls and on-line databases to coordinate emergency response for global operations. US Army Regional Task Forces have used Virtual EOC Software on wireless networks that can be deployed on short notice.

11. How a VEOC Functions  Provides C4I (Command, Control, Communications, Computers, and Intelligence) functionality in a “virtual environment.  Any EOC participant can function as part of a virtual command center.  Some may be operating from the physical EOC.

12. How a VEOC Functions  All participants can access needed data, send messages, and update information regardless of location.  Telephone and conference calls can be used as an adjunct.  Modern VEOCs utilize the latest Internet technology as well as virtual private networks and satellite communications.

13. Virtual EOC Design Principles Virtual EOCs can use a variety of technology and communications options Internet, Intranet/VPN, wireless Radio, cellular, satellite Members participate as appropriate Mapping Automated journaling Access to plans & data

14. Operational Considerations Contingency Planning Training Continuity Programs Mitigation Updating Resources BEFORE Response Incident Mgmt. Resource Mgmt. Damage Assmnt. Cost Accounting DURING Recovery Service Restoration Insurance Reimbursement Re-Building AFTER

15.  Internet based  Flexible  Economical  Convenient  Based on Live Information  Interactive  Collaborative The VEOC Should Be…

16. Virtual EOC Issues  Platform/architecture  Data storage and backup  Communications  Administration  Information organization  Data links  Information priority  Filtering capability (role based)  Sharing control over resources

17. Advantages of a Virtual EOC  Almost anyone, anywhere can participate  Lower investment in physical EOC sites  Ease of use - most products make it easy to learn and use the command center software  Role-based software allows you to focus on critical tasks, minimizes clutter and interference

18. Advantages of a Virtual EOC  Easy to set up and implement  Software updates permit continuous improvements and enhancements  Data can be hosted off-site using redundant servers in hardened sites  Little or no infrastructure required – uses readily available Internet and telecommunications technologies

19.  Even with options, may have problems with accessing the VEOC during an emergency  Face-to-face contact may be needed  Virtual participants may be distracted by other projects/issues  Requires strong command and control  May be expensive Disadvantages of a VEOC

20. Internet Technology  The Internet is everywhere  Provides the ultimate in redundancy  Can be done via Intranet or VPN  Third-party application hosting an option  The server may be maintained by an Application Service Provider (ASP) at a secure, reliable data center

21. Problems with ASP  Communications may go down during an emergency  ASP data center could be affected  Data is not “on-site”  Security  Availability  Reliability

22. On-site Deployment  Advantages  On-site server is always available  Customer has full control  Disadvantages  On-site server is not always up  Larger infrastructure requirements  Costs more for vendor services due to travel  Cannot relocate EOC easily

23. Web Hosted Deployment  Advantages  Little or no infrastructure required  Vendor provides high availability  Any PC with a browser can act as a VEOC workstation  Disadvantages  Data usually off-site  Greater dependency on a vendor

24. Lessons Learned  “Solutions” need to work  Team over plan  Treat information as data  Need simple status board/reports  Need ability to filter and sort  Train, practice, revise, train, practice, etc.  Clear assignments are a must  Proper staffing is required – need back-ups

25. Information Management

26. Event Information Tracking 1. Stakeholder notices possible disruption 2. Alert message sent to the EOC 3. Alert message evaluated 4. Incident Log opened to track event 5. SOPs implemented using checklists 6. Tasks assigned according to plan 7. Resource allocation tracked in log 8. Task performance tracked in log 9. Status briefings and updates to stakeholders

27. External Command Center Organization Emergency Response Teams Post to Operations Log Task Assigned Executive Briefing Incident Response Mgm’t Plan Response Tasking Task Tracking Public Relations Executive Group Contingency Plan Activated SOP Checklist Activated Procedures Implemented Teams Deployed Personnel Resources Assigned Resources Performance Tracked Incident Established Emergency Input EmployeeCustomerContractorCall CenterERT State/Fed Govt. Local Govt. Supplier Other Businesses Vendor Your Organization Stake- holders Public VEOC Information Flow

28. Information Management Continuity and Emergency Managers need a robust information management tool:  Easy and efficient to use  Collect information to allow rapid response  Track multiple incidents and resources  Track Resources  Communicate across the enterprise  Provide reporting capability

29. Information Management Use the Internet - Link to:  Emergency plans  Policies and procedures  Site maps, floor plans  Resource lists  Other Internet resources  Other entities

30. Managing Resources  Need access to everything  Populate databases with live, up-to-date resource data  Decrement available resources as they are assigned  Track who, what, when, and where about deployment  Restore resources once available  Highlight status of critical facilities

31. Software Solutions  There are a handful of vendors providing Internet based EOC products  Others providing Intranet tools  Some still not web-enabled  Options and feature vary  So does the degree of sophistication  Some good products as low as $9,995

32. VEOC Software Features  Status Tracking & Reporting  Checklists & Plans  Maintain Resource Lists  Maintain Contact Lists  Journaling  Automatic & Manual  Mapping and Visualization  Staff Management  Linking Capability

33. Build or Buy?  Build your own solution  Use office productivity products.  Combine with a bridge line.  Requirements  Talented people and time.  Internal support.  Issues  Long-term costs might out-weigh initial development costs.  Is developing emergency management technologies a core competency?

34. Building Your Own VEOC  Use tools that already are in use:  E-mail  Office Productivity Suites  Internet/Intranet  Phone System/Bridge Lines  Understand and document your requirements  Look for solution-independent requirements  Consider operational requirements first  Build in phases, plan for course corrections

35. Buying Software  Try before you buy  Talk to other users  Buy a relationship – the vendor should be around to support you  Pricing  Make sure you get the ‘out the door’ price  Consider leasing & web hosting as alternatives  Remember, you get what you pay for  There is strength in numbers; negotiate volume discounts

36. Evaluating Products Many solutions to choose from  NIJ Office of Science and Technology, Critical Incident Technology program funded a study that concluded in June  It addressed limitations in the ability of agencies to coordinate across jurisdictions and disciplines to orchestrate an effective response to a critical incident.  At the core of this problem are imperfect data sharing, information and communications technologies

37. A Good Solution Will Be…  Easy to learn and use  Work right out of the box  Role-based  Configurable (customizable)  Compatible with existing infrastructure, databases, software, e-mail, GIS & the Web  Flexible and scalable (can grow and change with you)

38. The Ideal Information System  Easy to use and robust information and decision management system  Central command and control  Messaging/communications function  Event tracking and logging  SOP and check-off lists  Resource management  Documentation of response actions  Status Reports

39. Example: Ops Center - Automated Checklists

40. Example: EM/2000 Message Tracking

41. Example: E Team Message Tracking

42. Drill Down to Get More Detail

43. Software Vendors  Alert Technology - Ops Center Alert Technology  Blue292 Blue292  Emergency Manager Emergency Manager  WebEOC WebEOC  E-team E-team  Incident Master Incident Master  SoftRisk SoftRisk  EM/2000 EM/2000  Strohl Systems - Incident ManagerIncident Manager

44. For More Information Steve@DavisLogic.com (410) 730-5677 www.DavisLogic.com www.AllHandsConsulting.com