Partnering with the Community to Bring Mobile Data to the PSAP. MA Communication Supervisors Association

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1 Partnering with the Community to Bring Mobile Data to the PSAP MA Communication Supervisors Association May 2016

2 Agenda for today Background & Introduction RapidSOS Haven app Launch plan & Next steps Questions & Answers RapidSOS company introduction Mission & vision Mobile Apps & Public Safety User Perspective PSAP Perspective Technology Platform Launch plan Training material Opportunities for testing Your feedback o Thoughts? o Questions? 1

3 Smartphones have become very powerful devices Precise location (X,Y,Z) Real-time health / medical information Connection over any medium: cellular, bluetooth, wifi Camera feed Texting Voice Video conferencing Route planning / directions Emergency contacts Language translation 6

4 So we started thinking: This should be easy, like Uber Michael Martin Nick Horelik Henry Katz Anna Potapov Reinhard Ekl Have helped commercialize 70+ start-ups Developed mission critical code for national labs Extensive mobile, telecom, and back-end development experience Have helped raise $4B+ for rapidly growing companies 7

5 Turns out: It s not so easy lots of aspects to consider Public Safety Considerations for Smartphone App Developers Route to the correct PSAP, not the closest PSAP Supply information through ALI/ANI database Most PSAPs can t receive additional data PSAPs treat calls with different COS differently Notifying family/friends doesn t replace calling 911 App must not override 911 call through native dialer Immediate voice connection to PSAP is paramount Family/friends should not interfere with 911 call Not all users have Location Services activated Not all PSAPs have access to the internet Automated dialing is forbidden in some jurisdictions Third party call centers need to have certain abilities Apps need to prevent inadvertent dialing 8

6 And even more considerations for Public Safety Apps An effective app should.. Comply with industry standards Work anywhere in the country Be as reliable as the existing system Preserve the familiar simplicity of dialing Connect (route) users to the appropriate PSAP Efficiently use and monitor a device s battery Work without delay, regardless of any updates to the device s operating system or the app itself Be free to use for the public Not impose unreasonable costs on PSAPs Comply with FCC rules, state and local regulations, and industry best practices Be device and operating system agnostic Meet public safety s cybersecurity requirements 9

7 9-1-1 Advisory Board: advice & guidance Christy Williams Mark Fletcher Patrick Halley Thera Bradshaw Wolfgang Kampichler Program Manager, North Central Texas Council of Governments Currently President of NENA 20-year industry veteran with positions in Operations, Education, Training Avaya's Chief Architect for Worldwide Public Safety Solutions Co-vice chairman of the EENA NG112 Committee The Voice of Prolific Podcaster Executive Director, NG9-1-1 Institute Formerly at FCC (Associate Chief Wireline Competition Bureau, Legal Advisor to Chairman Wheeler) Formerly NENA Director of Government Affairs Formerly President APCO, NENA Formerly CIO City of Los Angeles Formerly Executive Director, Hawaii Co-Technical Chair EENA (Europe) Former Co-Chair at NENA Industry Collaboration Events Leading Researcher in SIP/IP-enabled Emergency Communications 7

8 What we ve learned: Many ways to bring data to PSAP.. Over the top Not feasible (Budget, Screen Real Estate) Third party call center Unsafe (Delays, Human Error) ALI/ANI Text-tospeech CPE/CAD integration Preferred solution for Legacy PSAPs Selectively to enhance ALI/ANI data when caller can t speak Selectively to enhance ALI data (with cooperative CPE/CAD vendors) + No cost to PSAP + No training required + Integrates into existing software & procedures NG911 Preferred solution for NG911 PSAPs + Comprehensive data format + Will ultimately become industry standard 8

9 The RapidSOS Haven Application Precise device-based location (Civic dispatchable address + x/y) Type of emergency Relevant medical & demographic data Text-to-speech when the user can t speak All through Existing System (ALI display & Voice channel into all local primary PSAPs) ha ven (ˈhāvən): a place of safety or refuge 9

10 Integrated Intelligence to Manage Session Wifi Cell Data Voice E (CPE integration) + (i3 NG911) User in Emergency RapidSOS Virtual Data Centers Primary local PSAP* App determines signal strength & selects appropriate communication If no service, keeps trying until emergency is over Call routing to local primary PSAP calls come in as E9-1-1 calls with more accurate data than wireless calls Robust voice connection established with correct PSAP RapidSOS actively manage connection to end user to transmit data/voice/text through most effective means possible * Calls are routed to the primary PSAP according to jurisdictional boundaries for VoIP (even for PSAPs that don t receive wireless calls) 10

11 Location, Location, Location GPS WiFi Cell Tower Triangulation Barometric Pressure Bluetooth 21

12 RapidSOS Haven: Caller View 1 Trigger Alert 3 Speak to PSAP Caller triggers an alert by selecting one of four emergency types Caller gets connected to PSAP based on location, voice connection is established 2 Confirm location Caller confirms location on map, selects pre-set locations or waits for timer to run down 12

13 RapidSOS Haven: What PSAPs See (1/2) Call with Civic Address ALI Spill Raw ALI Format CPE/CAD display Callback number 11/17/ :42:28 Class of Service (650) VOIP ID= 162 EKL, REINHARD - MOBILE CALLER Name 526 ESN TH AVE MSAG address RSOS POLICE ACC 5M Additional Information: RSOS (our NENA Company ID, Type of Emergency (Police/Medical/Fire/Carcrash), NEW YORK NY Accuracy of location in meters CO=RSOS P# (555) X= Y= Lat/Long Plotted on CPE/CAD Map Class of Service: When we provision a MSAG-valid address, the Class of Service is VOIP (or VNOM for Nomadic VoIP, if this Class of Service is already used in your jurisdiction) Additional information: available in the Location 2/ Exact field Type of Emergency: POLICE, FIRE, MEDICAL, or CARCRASH Accuracy in meters (e.g., ACC 5M means Accuracy of 5 Meters, ACC 50M = 50 meters, etc.) 13

14 RapidSOS Haven: What PSAPs See (2/2) Call with Geospatial Location ALI Spill Raw ALI format CPE/CAD display Callback number 11/17/ :42:28 Class of Service (650) WPH2 ID= 162 RAPIDSOS MOBILE GPS LOCATION VERIFY ESN VERIFY Default Subscriber Name ALI spill NEW YORK NY CO=RSOS P# (555) X= Y= Lat/Long Plotted on CPE/CAD Map Class of Service: When we only provide coordinates, the Class of Service is WPH2 (or VMBL for VoIP Mobile if requested on state-wide basis) The x/y coordinates will appear immediately when the call comes in (device location based on GPS/WiFi/etc., any re-bids won t refresh/update this location) Additional information: not yet available for calls without a civic address 14

15 Class of Service - Recap If we can provision an MSAG-valid address Class of Service is VOIP/VNOM Location information is a civic address in your ALI display Your mapping software (if available) will map off this civic address If we can t provision an MSAG-valid address Class of Service is WPH2 Location information are x/y-coordinates in your ALI display Your mapping software (if available) will map off these coordinates In some cases, your mapping software might geocode these coordinates to the closest civic address 15

16 Texting and Can t Speak Mode: User Perspective When a Caller Uses RapidSOS Texting Feature User can type in texts (Currently, English language support only) Text is spoken to the call taker User receives feedback Your message is being communicated, please listen for a response At all times, caller can hear call taker s voice At all times, call taker can hear caller s voice When a Caller Uses Can t Speak Mode Pertinent information about the emergency is spoken to the call taker (Location, Name, Type, Medical/Demographic Data) User receives feedback Your information is being communicated to 9-1-1, please listen for a response At all times, caller can hear call taker s voice At all times, call taker can hear caller s voice At all times, caller can type in a text (see above) 16

17 What PSAPs Hear: Scenarios (1/3) In some scenarios, we use automated recordings to provide supplementary information The caller will always be able to hear your voice, so you can ask questions! Even when recordings are playing, you will hear the callers voice too. Scenario Caller Texts Using RapidSOS Haven What Will Happen You will hear text-to-speech of the caller s message. What You Will Hear (Click to Play) 17

18 What PSAPs Hear: Scenarios (2/3) Scenario Caller Using RapidSOS is Disconnected What Will Happen RapidSOS Haven will automatically reconnect the caller as long as the call taker stays on the line (if you release the call, we stop all reconnection). While we reconnect the caller, you will hear useful information. What You Will Hear (Click to Play) 18

19 What PSAPs Hear: Scenarios (3/3) Scenario Caller Cannot Speak (Indicated with RapidSOS Haven s Can t Speak Mode) What Will Happen RapidSOS Haven will speak for the caller. At all times, the caller will be able to hear your voice, and you will be able to hear their voice if they speak. What You Will Hear (Click to Play) 19

20 Extensive Testing Leading Up to Launch /2015 Today 06/2016 Development and Internal Testing PSAP and External Testing ios Beta Rollout to Professionals/Responders Soft Launch on ios Android Beta Public Launch: June

21 Next Steps and Additional Information PSAP Training Portal: Self-guided online training FAQs NENA Webinar Testing iphone app: itunes App Store Android app: Beta version available contact Free subscription for 911: Any questions? Reinhard Ekl - rekl@rapidsos.com 21

22 Questions & Answers

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