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“Preparing for the evolution and changes in the 9-1-1 Communication Centre” Presented by: Yves Laliberté, President Mark Thompson, 911 Solution Architect

“Preparing for the evolution and changes in the 9-1-1 ...nenaontario.ca/site/wp-content/uploads/2018/03/... · On Nov 30, 2015, CRTC Telecom Decision 2015-531 approved the ESWG

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  • “Preparing for the evolution and changes in the 9-1-1

    Communication Centre”

    Presented by:

    Yves Laliberté, President

    Mark Thompson, 911 Solution Architect

  • Agenda & objectives


    Trends that will impact 9-1-1 Communication Centres

    Migrating to NG9-1-1 – what are the implications for PSAPs

    Demonstration of future solutions and capabilities

    Q & As


    Prepare for the future of NG9-1-1 in Canada

    Shared mission: “It is about saving lives”


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    2017 2018 2019 2020 2021 2022 2023 2024

    CRTC NG9-1-1 Decision

    ILECs complete lab trials

    ILECs complete NG9-1-1 networks

    All TSPs and PSAPs should be NG9-1-1 compliant before this date*

    TSPs and PSAPs able to start providing NG9-1-1 Voice to the public*

    WSPs able to support NG9-1-1 Text Messaging to the public

    ILECs decommission legacy 9-1-1 networks

    * Estimate only as PSAPs not under CRTC jurisdiction

    PSAPs able to start providing NG9-

    1-1 Text Messaging to the public*

    **CISC also being requested to provide the CRTC with recommendations on topics such as: technical specs for RTT-based NG9-1-1 Text Messaging; industry best practices and standards related to the reliability, resiliency, and security of NG9-1-1 networks in Canada; the technical details of NG9-1-1 network interconnections; and NG9-1-1 public education campaigns.

    Ongoing CISC activities to support the transition to NG9-1-1 (detailed in the decision appendix)**

    CRTC 2017- 182 (June 2017)

  • CRTC approves NENA i3 standards

    On Nov 30, 2015, CRTC Telecom Decision 2015-531 approved the ESWG Report ESRE0070 recommending the adoption of the NENA i3 Architecture as the foundation for NG9-1-1 in Canada.


    We have a framework to build with!


  • What drives NG9-1-1 and a call to action?


  • NG9-1-1 is not:

    NG9-1-1 is not something you can buy and plug into your existing public safety network, miraculously transforming a legacy environment into a “next generation” environment. And yet, it’s often described that way.

    NG9-1-1 can be described as a “solution.” It is comprised of several components, each with a specific Functional Element that provides what the National Emergency Number Association (NENA) describes as a functional framework that provides definitive services that work in harmony. By themselves, any one of these components itself is not “next-generation 9-1-1.”



  • Why NG9-1-1?

    Market reasons: 30million wireless subscribers in Canada Citizen expectations and activities are evolving Everyone and everything are getting connected Industry reasons: Fully replace Enhanced 9-1-1, with all capabilities and functions in

    place today and be able to scale Add capabilities to support changes for current and new types of

    Originating Service Providers Add flexibility for the PSAPs and 9-1-1 Authorities Add capabilities to integrate and interoperate with emergency

    entities beyond the PSAP




  • Some trends driving change in 911

    NG9-1-1, ESInet




    9-1-1 smartphone applications

    RTT (real time text)


    Connected everything


    Smart cities

    A2P SMS


    AI (artificial Intelligence)



    Driverless cars

    Consumer behavior & habits

  • Connectivity forecast


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  • Need to Call 911? There’s an App For That!


  • Data explosion


  • Operating in a world of multidimensional change


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  • What will this mean for the PSAP 9-1-1 Centers?


  • Transition to NG9-1-1

    9-1-1/ E9-1-1 NG9-1-1

    Stationary (land lines) Mobile

    Local Provincial/National

    Static data Dynamic data

    Tabular/Geographic Geographic Information System

    Analog Internet Protocol

    Voice and Limited Data A great deal more data

    Closed systems Secured systems

    ALI Databases Validation / Routing Engines

    Selective routers Soft switches

    Premise-based CPE Premise-based CPE/Network and Hosted solutions


  • NG9-1-1 expected PSAP Benefits

    Text/IM to 9-1-1

    Files to 9-1-1, such as photos or video clips

    Streaming video

    Telematics and sensor data

    Nomadic and/or mobile call taker workstation


  • NG9-1-1 PSAP Benefits, cont’d

    PSAP “on-the fly” or Virtual PSAP

    Business continuity & recovery

    Policy-based alternate routing with new options

    Data exchange compatibility

    Additional Policy-based routing for:

    Language preference of caller

    Special skills

    Type of technology

    IM, Sensor, Satellite phone


  • NG9-1-1 Responder Benefits

    Informative data to PSAP and field responders

    Triage capability to manage data flow

    International standards for data interfaces

    Adaptable for future needs

    Text/IM via 9-1-1


  • NG9-1-1 Responder Benefits cont’d

    When available and requested: (pull vs push)

    Files via 9-1-1, such as photos or video clips

    Situational awareness

    User data

    Floor plans

    Streaming video

    Telematics data

    Sensor data

    IP cameras


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    NG9-1-1 (i3) PSAP

  • NG9-1-1 PSAP (i3 PSAP)

    The roadmap to NG9-1-1 (NENAi3): Connection to Next Generation 9-1-1 Core Network Services ESInet ( Bell Bid13v16 & Telus TID08 -

    LIS; ESRP; ECRF; LVF; AL; PRF; etc.) Multimedia Call Handling Computer Aided Dispatch Management Console Interactive Media Response Incident Data Exchange PSAP Incident Record Handling Administrative PBX Radio Interface Records Management, Jail Management, Courts and other systems Responder Data Services Outgoing Alerts & notifications System Alarms Border Control Function Management Information System Map database Time Server Logging Service Security


    These are the individual functional elements that each PSAP will need to address in order to transition and coordinate interoperability to NG9-1-1: (NENAi3)

  • Develop a transition plan - 2020 plan

    Review core systems evolution:

    ESInet connectivity (TID08 & BID13v16)

    GIS data

    9-1-1 multimedia call handling

    PBX & 9-1-1 Call Center


    Call Logging (multimedia)


    IT systems & Security

    Review policies and operations

    Review HR practices


    PSAP transition to NG9-1-1 (i3 &IP)

  • Getting ready for 2020


    2017 2018 2019 2020 2020

    days 90 365 365 820 1185

    months 3 12 12 27 39

    quarters 1 4 4 9 13

    budget cycles 1 1 2 3

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    In Summary

    • More data & databases

    • New processes & capabilities

    • New technologies • More & less location

    info) • More frequent

    changes • On going training • Virtual PSAPs • Virtual Agents • Borderless • New policies • IoT

    • IT support • Funding • Potential

    consolidations • Migration • Security • Interoperability • Integration • Collaboration • Compliance &

    reporting • Social media • Public relations • Analytics


  • Qs & As,


    Thank you!