EENA2019: Track1 session3 _Implementation strategy and operational impacts of a statewide NG911 System_Maria Jacques
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The document outlines Maine's implementation strategy for a statewide NG911 system, detailing the reasons for transitioning from an aging E911 system to a modern, flexible, and more cost-effective solution. Key benefits include improved call routing based on location, enhanced interoperability, and significant annual cost savings, with an emphasis on training and stakeholder coordination. The transition process highlighted lessons learned and ongoing adjustments required to ensure effective operation and management of the new system.
EENA2019: Track1 session3 _Implementation strategy and operational impacts of a statewide NG911 System_Maria Jacques
- 1. NG911 IMPLEMENTATION STRATEGY AND OPERATIONAL IMPACTS OF A STATEWIDE NG911 SYSTEM
- 2. • Maine • Reasons to Implement • Transition Strategy • Lessons Learned • Immediate Benefits of NG911 • Questions Maria Prosser Jacques Director State of Maine Emergency Services Communication Bureau President National Association of State 911 Administrators Maria.Jacques@maine.gov Implementation Strategy and Operational Impacts of a Statewide NG911 System
- 3. About Maine 1.3 Million Population Statewide 911—550,000 calls annually 24 PSAPs 3 State 14 County 7 Municipal/Regional State staff of 9 911 Advisory Council Funding--.45 cent surcharge
- 4. Reasons to Implement NG911 Maine’s E911 system was aging New communications technologies need `plug and play’ access and interfaces Constant adaptation of E911 expensive and slow Growing data rich environment – E911 can’t handle Need data bandwidth, modernized network --> IP Need a more flexible and easily controlled 9-1-1 system Need interoperability among emergency communications services nationally and internationally Post transition, NG911 can be significantly more efficient and less expensive
- 5. • End-to-end replacement of Maine’s aging E911 system • Consolidated Communications, LLC • Project Management and IT Design/Data Center Services • Primary Support (24 x 7) and training • Partners: • Solacom – LSRG, ESRP/PRF & PSAP CPE • GeoComm – GIS, ECRF, LVF & PSAP Mapping • 911 DataMaster – ALI/LIS • Based on the NENA i3 standard • Contract required all PSAPs complete within 18 months • 18 month implementation, 5 year term Scope of Project
- 6. Stakeholders 26 PSAPs Local Exchange Carriers, Wireless Carriers, VoIP providers Over 500 Cities and Towns Current E9-1-1 Service Provider— transition agreement needed New NG911 Service Provider
- 8. Transition Strategy Prepare GIS Transition ALI Database to ALI/LIS Build and test the ESInet—network and core services Ready PSAPs Training & Cutover of PSAPs
- 9. GIS Readiness Manage GIS at State Level Master Street Address Guide (MSAG) and GIS MUST match All ALI records needed a spatial reference Standardization of responder names & PSAP Names Tabular Emergency Service Zones to Spatial Routing for all land areas GIS evaluation by GeoComm set data priorities Daily provisioning of GIS changes GIS provides legacy Master Street Address Guide changes to Service Providers
- 11. ALI Database to ALI/LIS Transition from West ALI services to Stand Alone ALI/LIS (SALI) hosted by Consolidated Communications Legacy PSAPs supported by SALI made transition easier Coordination with all Service Providers Standardization of responder information Staff coordinated Local Exchange Carriers and Wireless Providers
- 12. PSAP Readiness Physical Site Readiness •Solicited input on screen format and call ring time Customer Premise Equipment “look and feel” like old equipment Imported contact lists Personnel lists for training and standardized log ons. Built PSAPs in order of activation Just in time training (one day) On site support on cutover day
- 13. Core Based System Realities for PSAPs Less customization by PSAP • Colors on the screen • How many incidents plot on the map • Ring time/audio volume • Common fixed speed dial buttons (foreign language line, poison control) Allowed consensus input when possible Global contact lists—State maintained Overflow Default Routing Benefit of standardization vs. customization
- 14. Transition Process Turned up and tested the core (data centers and network) • Tested in the Live Training Center designed to simulate two PSAPs -one off each data center First four PSAPs transitioned were the default route PSAPs from the legacy system Transitioned remaining PSAPs one by one over 4 months Turned down legacy system as each PSAP was activated
- 15. Transitional State NG911 PSAPs and Legacy E911 PSAPs Legacy Network Gateway determined where calls routed Only NG PSAPs could back up NG PSAPs Two error reporting processes— legacy and NG911
- 16. Lessons Learned
- 17. Transition Issues Core based system: issues may be common to all PSAPs VoIP vs Analog—can they hear me? Is it a problem or a training issue? Perceived problems with wireless calls Software Patches needed to wait
- 18. Managing Issues Difficult to manage reports of problems Developed an issues register Instituted bi-weekly calls for PSAPs, vendor, Bureau PSAPs Visits Mandatory visits by Bureau staff Published feature use reminders
- 19. Administrative Staff Impact Virtually all processes changed or needed to be developed • Responder changes • ALI Error Work flow • Daily Provisioning/Error Processing by GIS • Towns GIS reporting process paperless Staff relationships changed as a result Management Information Systems more complex than before
- 20. GIS Staff impact GIS now the “heart and soul” of the 911 system GIS no longer just a daytime job—cultural shift GIS staff does much of the routing configurations Processes need to documented No islands of knowledge---staff cross training Daily provisioning/routing/plotting errors need to resolved
- 21. GIS Staff Responsibilities More maintenance responsibilities Criticality of edits • Web based Change Request Criticality of discrepancy report processes PSAP Provisioning - Daily • Quality Control processes • Discrepancy reports • Updates Daily (per business day) Implement routing changes
- 22. Benefits of NG9-1-1 WHY BE AN EARLY ADOPTER
- 23. Immediate Benefits Calls transferred based on caller location ◦ Provides the responder responsible for the caller’s location on the ground and populates the STA (selective transfer agency buttons) on screen for the call taker to utilize ◦ Increases accuracy and saves time Flexible routing of calls—primary route and virtually unlimited alternate routes System access and repair ◦ Feature upgrades less intrusive and faster than in the past ◦ Remote access for administration and repair i3 logging provides robust system analysis Cost savings ◦ Save over $1 million annually with new system (perspective: whole program budget currently $7.4 million)
- 24. PSAP Name Call Delivery PSAP Avg. Call Count/Day in 2014 Call Counts on 11/2/14 Calls Overflowed Double Overflow PSAP 1 RA 83 558 58 PSAP 2 ACD 123 450 73 3 PSAP 3 ACD 238 337 13 1 PSAP 4 RA 65 276 7 PSAP 5 RA 60 567 8 PSAP 6 ACD 115 597 125 1 PSAP 7 RA 47 138 1 PSAP 8 RA 32 277 16 PSAP 9 RA 36 38 1 Data Analysis of Storm
- 25. NG911: An Evolutionary Process Trials with external stakeholders (i.e., United States Coast Guard) •Calls and conversations can be transferred between PSAPs •Google translate IP delivery of text to 9-1-1 •Useful for abandoned wireless callsOutgoing text •Framework for transferring calls with location across borders Interconnection with neighboring States and Canada •Better serve the deaf populationReal time text •Provide alternate location informationDevice Based Hybrid Location •Waiting for carriersIP delivery of 911 Calls
- 26. NG911: Citizen Perspective Migration was transparent to the consumer • No change to how they access 911 • Faster call delivery • More accurate call transfers (location based) Additions since transition • IP text (SMS only) delivery—faster, higher availability • Outgoing text— reach out to a caller and get a response Future: Able to adapt as new technologies become available • Device based location • Real time text (RTT) • MMS • ?????
- 27. Contact Information Maria Prosser Jacques, ENP maria.jacques@maine.gov +1 207 287-6083 www.maine.gov/maine911