1. SOCIAL IMPACT OF TELEPHONE / 911 OUTAGES Bob Oenning, EMP Washington State E911 Program b.oenning@emd.wa.gov

2. Success is the Enemy People Expect 100% Reliability –Traditional switched networks deliver Telephone Networks set the standard –It is newsworthy when they fail –They even work when the power is out –Customers hold wireless to the landline standard 911 is Always Available

3. Psychology of 100% You Become Invisible –Support for improvements is fleeting –Maintenance intervals get extended –Less staff get retained Customers Forget Alternatives –Mitigation is not even considered At Discovery of No Service –Attributes of Panic Become Evident

4. 911 is The Critical Service Has Been Sold Very Well –People expect it to work First time, Every time Regardless of the circumstances When other services have failed When 911 is Not Available –People begin to panic –The network can be impacted –It becomes a page one story –Elected Officials Promise to Fix It

5. Todays 911 Networks An Integral Part of Telecommunications –Integrated with the switched network –Rely on the network for every element –Have complex interdependences –Details understood by few

6. 911 Network Topology VoIP Not Included

7. Outages Do Happen Excavation Equipment –Localized, Maybe not –Hours to Repair Human Error –Probably Not Localized –Quick Repair Power –Situation Dependent –Can be Days

8. 911 Network Topology

9. Trends in Networks Fiber Everywhere –Share with others –Increased capacity –All services on it Distributed Elements –Fiber hubs –Cell sites –Large Capacity CPE Backhoe fade is shared BATTERIES HAVE LIMITED CAPACITY

10. We Are Not Doomed When Service is Disrupted –Have a contingency plan for 911 –Keep the public informed –Build a relationship with the press –Give elected officials something to do/say Use the Visibility to Be Less Vulnerable –Collaborate with power companies –Get generators –Improve the Locate service

11. We Are Not Doomed

12. NG911 WILL BE BETTER NO! –The big switched network doesnt fail –The big internet has limits –The Internet is on the same facilities –The local ISP may not have a generator –The overload conditions just sound different NG 911 Will Be Very Complex –Network management is essential

13. Windstorm Examples Planning has huge dividends No generators at field sites due to zoning Cable systems need power at lots of places 911 can handle loads at 4x normal Frustration generates 911 calls Asking for help is a good idea Sharing information is a good idea Minor 911 problems get undeserved attention