ecall deployment in Europe - Lessons learnt from the HeERO project Gary Machado, EENA Jerome Paris, EENA

Transcription

1 ecall deployment in Europe - Lessons learnt from the HeERO project Gary Machado, EENA Jerome Paris, EENA

2 Content What is ecall? Approaches to provide ecall ecall stakeholders Legislation 112 models and ecall implementation Experience from HeERO pilot sites Conclusion 2

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4 Approaches to provide ecall Pan European ecall ecall to 112 Data and voice Most appropriate PSAP Third Party Services ecall to a standard long number Data and voice PSAP Database Private call centre Voice and/or Incident information Most appropriate PSAP 4

5 Many stakeholders Vehicle industry Standardisation bodies Research Institutes Device Manufactures MNOs ICT industry Fire and rescue Service Providers Technology platform Rescue platform PSAPs EMS Certification bodies Police Regulation Administration Platform State authorities Road Authorities European Parliament Vehicle Admin European Commission Ministries Politics EU EeIP Council 5

6 Legislation at European level Vehicles Proposal for a REGULATION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL concerning type-approval requirements for the deployment of the ecall in-vehicle system and amending Directive 2007/46/EC (13/06/2013) Being examined at the European Parliament and the Council PSAP Proposal for a DECISION OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL on the deployment of the interoperable EU-wide ecall (13/06/2013) Being examined at the European Parliament and the Council 6 *Situation 11/2013

7 7 HeERO pilot sites

8 112 models VS ecall models Challenges Each national 112 system is country specific Decide how ecall will be handled in regards to the existing national 112 system 8

9 PSAPs Organisation Models The following slides do not introduce all the PSAPs Organisation models in Europe but the major concepts The descriptions have been voluntarily simplified. This has been prepared by EENA based on several sources and is continuously amended The slides do not cover the entire call handling model but rather tries to highlight the major characteristics of some selected models PSAP Organisation Models, November 2013

10 «EROs handling emergency calls» Model (1) Calls to national numbers and 112 calls redirected to Emergency Response Organisations (EROs). If the intervention of a different ERO is required, call and/or data about the emergency situation are forwarded to the most appropriate ERO. Dispatch of the intervention resources done by the ERO operators. In a variant, two EROs are colocated and contacted via the same number. or or e.g. Austria, France, Germany, Italy, Norway PSAP Organisation Models, November 2013

11 «Filtering stage 1 PSAP and resource dispatching stage 2 PSAPs» Model (2) Independent Stage 1 PSAP receives all emergency calls and then forwards it to a local ERO. Call-takers only ask the caller with which emergency service he/she wants to be connected to. Stage 1 PSAP forwards the call to the appropriate local ERO. Detailed data gathering and dispatch of the intervention resources are done by the emergency response organisation. or or or e.g. UK, Ireland PSAP Organisation Models, November 2013

12 «Data gathering by stage 1, resource dispatching by stage 2» Model (3) Also in two levels. The difference is the role played by the independent organisations. Civilian call-takers classify the call and makes a parallel dispatch of the calls to EROs. In some cases police, EROs specialists are available to support the call takers. Dispatch of the intervention resources done by EROs. e.g. Romania PSAP Organisation Models, November 2013

13 «Data gathering by stage 1 PSAP, resource dispatching by stage 2 in an integrated control room» Model (4) Also in two levels but civilian call-takers and EROs are in the same location. Civilian call-takers is in charge of classifying the call and makes a parallel dispatch of the calls to the most appropriate EROs if needed. In some cases, EROs specialists are available to support call-takers. Dispatch of the intervention resources done by EROs. e.g. Some regions in Spain, Belgium and Turkey PSAP Organisation Models, November 2013

14 «ERO independent PSAP» Model (5) Civilian call-takers handle both call-taking and intervention resources dispatch. In some cases, EROs specialists are available to support. The same PSAP is in charge of classification of calls, data collection and dispatching the intervention resources to the incident. e.g. Finland PSAP Organisation Models, November 2013

15 Variant: «Interconnected PSAPs» PSAPs of different regions can be interconnected. If no call-taker is available, the call can be redirected to another PSAP. e.g. Bulgaria, Czech Republic, Sweden PSAP Organisation Models, November 2013

16 Main Model (simplified) State of the art (2012) EROs handling emergency calls (1) Filtering stage 1 PSAP (2) Data gathering by stage 1 (3) Integrated control room (4) ERO independent PSAP (5) Source: EENA PSAP Organisation in Europe 2012, other info by EENA Members PSAP Organisation Models, November 2013

17 Interconnection of PSAPs (stage 1) State of the art (2012) Not interconnected Interconnected Source: EENA PSAP Organisation in Europe 2012, other info by EENA Members PSAP Organisation Models, November 2013

18 18 Experience from HeERO pilot sites

19 Challenges False calls Cost Quality of service 19

20 Installations needed in PSAPs In-band modem 20

21 Installations needed in PSAPs PSAP software to display MSD 21

22 Installations needed in PSAPs GIS is also needed (as for 112) 22

23 Receive ecalls (model 1) MODEL 1: ecalls routed as 112 calls. The most appropriate PSAP receives 112 calls and ecalls. Voice Most appropriate 112 PSAP Data and voice NB: Costly to implement in countries where 112 is handled following the «local PSAP model» e.g. about 100 «112 PSAPs» in France, 320 «112 PSAPs» in Germany 23

24 Receive ecalls (model 2) MODEL 2: all types of ecalls are routed to a PSAP only dedicated to ecalls. 112 calls continue to be routed to the 112 PSAP. Voice Most appropriate 112 PSAP Data and voice Most appropriate ecall PSAP NB: An ecall is identified in the network thanks to the «ecall flag» so that it can be routed accordingly by mobile network operators The ecall PSAP can be a private call centre operating under public mandate 24

25 Receive ecalls (model 3) MODEL 3: manually triggered ecalls and automatically triggered ecalls are routed to a different PSAP (it can be the same PSAP for 112 calls e.g. dedicated manual ecall PSAP can be the same as 112 PSAP) Voice Most appropriate 112 PSAP or ecall manually triggered Data and voice Most appropriate manual ecall PSAP ecall automatically triggered Data and voice Most appropriate automatic ecall PSAP 25

26 Strategy for ecall deployment in Romania Take advantage of the existing interconnected Stage 1 PSAPs model upgrade of only one PSAP (Bucharest PSAP) it receives all ecalls (voice and MSD) and forwards data to the most appropriate 112 PSAPs County PSAP 2 County PSAP n Voice+Data Bucharest PSAP Voice+Data Voice+Data Voice+Data One dedicated national network that connects all PSAPs and all emergency agencies County 1 26

27 27 Strategy for ecall deployment in Romania

28 Strategy for ecall deployment in Germany Challenge: Use the EROS handling emergency calls to handle ecalls Every single PSAP in charge of 112 (about 320) to receive ecalls 28

29 Strategy for ecall deployment in Germany Voice Voice Implementation of an ecall router PSAP has full access to ecall functionality Voice Data PSAP requires only a minimum of additional infrastructure. Shareable components are combined in one or more ecall centers. Voice and Data Data Data ecalls (voice) always transferred to the nearest PSAP, all additional data provided by ecall Center (TPS, EUCARIS ) Data Data 29

30 Conclusions ecall has been successfully tested Current proposal: deployment compulsory by 1 October 2015 Deployment model to be selected by Member States: Take the 112 model used in your country into account when considering how ecall can be handled 30

31 Thank you! 31