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Integrator Series Session E311:Integrator Series Session E311:Integrator Series Session E311:Integrator Series Session E311:Accelerating the Police Accelerating the Police Accelerating the Police Accelerating the Police Alarm Dispatch Alarm Dispatch Alarm Dispatch Alarm Dispatch
Process with IP Process with IP Process with IP Process with IP TechnologyTechnologyTechnologyTechnologyRonald Lander CPP, Chief Specialist, Ultrasafe Security Solutions
Bill Hobgood, Project Manager, City of Richmond VA, DIT Public Safety
Tonya George, MASterMind Administrator, ADT Security Services
September 13, 2016
AgendaAgendaAgendaAgenda
� The ASAP Standard
� How it Works / CSAA Video
� Who is Using it
� PSAPs & CAD Providers
� Central Station Implementations
� PSAP Experiences
� Central Station Experiences
� Demo
� Questions & Answers
2
Acronyms Acronyms Acronyms Acronyms & & & & DefinitionsDefinitionsDefinitionsDefinitions
►APCO - Association of Public Safety Communications Officials
►ASAP – Automated Secure Alarm Protocol
►CSAA – Central Station Alarm Association
►NIEM – National Information Exchange Model
►NLETS – The International Justice & Public Safety Sharing Network
►PSAP – Public Safety Answering Point
The ProblemThe ProblemThe ProblemThe Problem
Imagine if this location was your house or business
3
ASAP Video
Link: csaaintl.org/asap
Alternate Link: www.youtube.com/watch?v=6K0g-VyXrxg
CSAA ASAP Video
The Birth of an American National Standard
Original ANS Name: APCO/CSAA 2.101.1-2008 ANS Alarm Monitoring Company to PSAP CAD External Alarm Interface Exchange {Adopted January 15, 2009}
Renewed ANS Name: ANSI/APCO/CSAA 2.101.2-2014 APCO / CSAA Standard (ANS) for Alarm Monitoring Company to PSAP CAD Automated Secure Alarm Protocol
(ASAP) {Renewed August 5, 2014}
►Standards-Based• XML• Converted from Custom Template to GJXDM then to NIEM
ASAP is an American National StandardASAP is an American National StandardASAP is an American National StandardASAP is an American National Standard
4
By The NumbersBy The NumbersBy The NumbersBy The Numbers
� PSAPs – 6,500 primary & secondary
� Police/Fire/Med Agencies – 20,000+
� Central Station Dispatches 22,800,000 annually1
� PSAPs Call Volume 250,000,000 annually
1 Source: Security Industry Alarm Coalition
ASAP ASAP ASAP ASAP ---- PurposePurposePurposePurpose
To provide a standard data exchange for electronically transmitting information between an Alarm Monitoring Company and a Public Safety
Answering Point (PSAP).
Generic Explanation: The exchange replaces the telephone calls between the Alarm Monitoring Company operator and the 911 PSAP call-taker.
5
Initial Notification of New Alarm Event
Three Primary Uses
• Central Station initiates notification of new alarm event
•Central Station Incident Number Sent to PSAP
How ASAP WorksHow ASAP WorksHow ASAP WorksHow ASAP Works
Three Primary Uses
• Acknowledgement by PSAP that notification has been
Accepted or Rejected
• PSAP Incident Number Returned to Alarm Company
PSAP’s Response & Acknowledgement
How ASAP WorksHow ASAP WorksHow ASAP WorksHow ASAP Works
6
Three Primary Uses
• Updates from Alarm Company
• Key-holder information• Request to cancel dispatch
• Response to PSAP questions
Bi-Directional Status & Response Updates
• Updates from the PSAP
• Resources dispatched• Resources arrived on scene
• Call closure with disposition• Request for information
How ASAP WorksHow ASAP WorksHow ASAP WorksHow ASAP Works
ASAP GoalsASAP GoalsASAP GoalsASAP Goals
Goal #1
Eliminate the telephone calls between
the Alarm Monitoring Company and
the 9-1-1 PSAPTelephone Call VolumeTelephone Call VolumeTelephone Call VolumeTelephone Call VolumeFrom Alarm CompaniesFrom Alarm CompaniesFrom Alarm CompaniesFrom Alarm Companies
Alarm Monitoring CompanyAlarm Monitoring CompanyAlarm Monitoring CompanyAlarm Monitoring Company Public Safety PSAPPublic Safety PSAPPublic Safety PSAPPublic Safety PSAP
7
ASAP GoalsASAP GoalsASAP GoalsASAP Goals
Eliminate miscommunication between
the Alarm Monitoring Company
operators and the
9-1-1 PSAP call-takers
I can’t understand you.How do you spell that street?
I can’t hear you, call back.
Mistakes&
Miscommunication
Goal #2
ASAP GoalsASAP GoalsASAP GoalsASAP Goals
Goal #3
Decrease processing & response
times to alarm-related calls-for-
service with an increase in law
enforcement apprehensions made,
fires more quickly extinguished,
and lives saved. Processing & Response Times
8
Comparative AnalysisComparative AnalysisComparative AnalysisComparative Analysis
Traditional Delivery Versus Use of ASAP
Alarm Co Alarm Co Alarm Co Alarm Co ProcessesProcessesProcessesProcesses
Telephone Telephone Telephone Telephone CallCallCallCall
RingingRingingRingingRinging
Gather Gather Gather Gather InformationInformationInformationInformation
Dispatch Dispatch Dispatch Dispatch UnitsUnitsUnitsUnits
Without ASAP: Delivery via Telephone
Alarm Co Alarm Co Alarm Co Alarm Co ProcessesProcessesProcessesProcesses
No Phone No Phone No Phone No Phone CallCallCallCall
No Gathering No Gathering No Gathering No Gathering InformationInformationInformationInformationProcess Process Process Process DataDataDataData
Dispatch Dispatch Dispatch Dispatch UnitsUnitsUnitsUnits
With ASAP………..
1 ½ - 3 minutes or more
15 seconds or less
Outcomes at the Outcomes at the Outcomes at the Outcomes at the
City of Richmond VACity of Richmond VACity of Richmond VACity of Richmond VARichmond’s Experiences
► 47,000+ total alarm exchanges transmitted:
• No telephone call; No call-taker involvement
• No Spelling mistakes; no accidental transposition of street address numbers• No low volume headset issues; No need to try to interpret accents
• Works efficiently regardless of how inundated 9-1-1 call takers may be
August, 2011: Virginia earthquake & Hurricane Irene: BAU for alarm companies using ASAP
► Was…
• 1½ min - average process time w/o repetition• up to 3 min (sometimes more) – process time for some alarm calls
• Alarm operators sometimes placed on hold for 8 – 10 minutes
• The worst call in the PSAP
► Now…
• 15 sec or less - average turnaround time via the interface• The most accurate and concise call in the PSAP
9
Houston’s Experience Since April 28, 2011
► Demographics
• 634 square miles (10 times larger than Richmond, Va)
• 2.3 million people (4th most populous city in the U.S.)
• 4th largest 9-1-1 PSAP in the United States
• Houston has 9-1-1 and a non-emergency number
• CY 2015 - Houston Emergency center received over 3.3 million calls for service
o2.8 million were 911
o800,000 were non emergency calls
o300,000 were handled by Interactive Voice Response
Outcomes in Houston, TX
Outcomes in Houston, TX
►In CY 2015 Houston Emergency Center created 155,000 alarm calls• Only 16% (24,600) of alarm calls were dispatched by ASAP
• Over 84% (131,000) of alarm calls were initiated via telephone� Non ASAP dispatched alarms come through the non-emergency number. Each alarm
call typically requires at least 2.5 phone calls to process from start to finish.
� Non ASAP created alarms required at least 330,000 plus phone calls last year to
process.
� The 330,000 plus non ASAP dispatched calls represents 40% of the 800,000 non
emergency phone calls to the Houston Emergency Center.
� The HEC’s non emergency line is typically staffed with 8 call takers 24/7.
►With the recent addition of ADT in March, ASAP is currently processing 150 alarm calls a day (55,000 a year), eliminating 140,000 phone calls to HEC
►Out of tens of thousands ASAP alarm call events
• Hard savings realized to-date is about $400,000• Addition of ADT & other big players expected to save $1 million
10
Houston Emergency Center
Outcomes in Washington DCOutcomes in Washington DCOutcomes in Washington DCOutcomes in Washington DC
► Office of Unified Communications receives 50,000 call-in alarms annually from central station monitoring companies, resulting in:• Two-minute average processing time for each alarm• Three telephone calls• Reduction in available phone lines & 9-1-1 call-takers
► ASAP results: 32,417 total alarm notifications since October,2012• Burglar (85.64%); Fire (10.51%); Medical (2.05%); Holdup/Panic(1.80%)
2012 2013 2014 2015* 2016 (Projected)
# of Alarms 329 3202 5340 9646 27494
329
32025340
9646
27494
0
5000
10000
15000
20000
25000
30000
Ala
rm V
olu
me
s
*ADT Began Participation with the OUC on December 1, 2015
# of Alarms Sent Through the ASAP Interface to Washington's Office of Unified Communications
11
Outcomes in Washington DC
Testimonial Stephen Williams, Former Chief of Operations.
Washington DC’s Office of Unified Communications
Outcomes in Boca Raton, FLOutcomes in Boca Raton, FLOutcomes in Boca Raton, FLOutcomes in Boca Raton, FL
With only 8 Alarm Companies Connected
37% of Alarm calls are coming in through
ASAP.
1. #1 - ADT
2. #4 – Vivint
3. #5 - Monitronics
4. #6 - Protection One
5. #8 – Vector Security
6. #9 – Guardian Protection
7. Affiliated
8. Rapid Response
12
Outcomes in Boca Raton, FLOutcomes in Boca Raton, FLOutcomes in Boca Raton, FLOutcomes in Boca Raton, FL
Outcomes in Tempe AZ
► Tempe Police receive only law enforcement-related alarms
� Alarm companies know this
� Fire & medical alarms are called in to other PSAPs
� Tempe’s CAD will send a REJECT message to alarm company when a fire or medical alarm is sent to Tempe Police PSAP
► Alarm call volumes by receipt method (Telephone versus ASAP)
How Rcvd Sep,
2015
Oct,
2015
Nov,
2015
Dec,
2015
Jan,
2016
Feb,
2016
Mar,
2016
Apr,
2016
May,
2016
Jun,
2016
ASAP16.42% 15.28% 19.20% 20.84% 24.77% 38.30% 36.33% 34.36% 36.08% 32.35%
Telephone83.58% 84.72% 80.80% 79.16% 75.23% 61.70% 63.67% 65.64% 63.92% 67.65%
13
Outcomes in Tempe AZ
► Rush hour dashboard: Alarms & Accidents
Cumulative Alarm and Accident calls for FY2015/2016
Outcomes in Tempe AZ
► Average time to dispatch based on receipt method
14
Outcomes in James City County VA► ASAP alarm notification volumes (since January, 2013)
2013 2014 2015 2016 Grand
Total
%
Alarms Rcvd
Via ASAP
Total Total Total Jan Feb Mar Apr May Jun Jul Total Grand
Total
%
Burglar 75 153 269 61 51 47 55 41 57 59 371 868 73.94%
Fire 30 36 43 3 4 9 2 6 4 13 41 150 12.78%
Tamper 2 3 6 1 2 3 14 1.19%
Medical 1 4 24 3 3 2 4 4 3 3 22 51 4.34%
Gas 1 1 2 0.17%
Holdup 1 5 0 4 0 0 2 1 2 9 15 1.28%
Panic / Duress 11 31 6 4 3 4 8 4 3 32 74 6.30%
Total 110 207 379 73 66 61 65 61 70 82 478 1174
PSAP Challenges & How ASAP Can Help
► PSAP telephone call taking process
� Call-takers must place priority in answering 9-1-1 calls
� Alarm companies call on 7-digit numbers; frequent answer delays
� PSAP resources often limited; staffing shortages; overtime
� NG9-1-1 to allow citizens to send texts, pictures, and video: PSAP resources to be stretched even further
► Computer-Aided Dispatch (CAD) providers
– Dozens of CAD providers versus 5 - 6 alarm automation providers
– Five CAD tier one providers have implemented a solution
– Many others have expressed interest but waiting on PSAPs to come forward
– Outreach efforts must continue
► ASAP is an ANSI-standard based on open standards
– One size fits all no matter how small or large the agency
– CAD providers can develop interface once and market many times
– Non-vendor specific
15
ASAP Operational PSAPs
City of Richmond (VA)York County – Williamsburg - Poquoson (VA)
City of Houston (TX)Washington DC
Tempe (AZ) PDJames City County (VA)
Henrico County (VA)Morgan County (AL)
Chandler (AZ)Cary (NC)
Denton County (TX)Boca Raton (FL)
Guilford County/Greensboro (NC)Grand Prairie (TX)
Kernersville (NC)Durham/Durham County (NC)
Delaware County (OH)
And many more in development……………Prince George’s County MD, Collier County FL, Loudoun County VA, High Point NC & Others
CAD Providers with an ASAP Interface Solution
Intergraph
Northrop Grumman
Versaterm
SunGard Public Sector
Motorola
Alert Public Safety Solutions
And many more in development……………
16
Alarm Industry Responsibilities
►Addresses must sync to PSAP’s address file (MSAG/Geo-file)
• Bulk address validations
▪ From alarm companies new to ASAP to PSAPs already participating with the ASAP program
▪ To new participating PSAPs from alarm companies participating with the ASAP program
▪ Address validations confirm that address is correct within the participating jurisdiction only
▪ Does not account for addresses assigned to the wrong PSAP in the alarm company’s DB
▪ Alarm companies will be responsible for using a 3rd party service for ESN resolution
• New account address validations
▪ Performed automatically by alarm company’s automation when new account added
►Alarm monitoring companies must use event types from standardized list
• PSAP decides up front which alarm types it will receive (e.g. law, fire, and/or EMS)
• PSAP decides how to translate each alarm event type
►Alarm monitoring companies must adhere to Call Verification and Enhanced CV
• As required by local or state ordinance
• As required by alarm monitoring company policy
Alarm Central StationsOperational with ASAP
* Source: SDM Magazine 2015
Vector Security (Ranked #8)United Central Control
Rapid Response Monitoring Monitronics (Ranked #5)*
California Security (SafeGuard)Guardian Protection Services (Ranked #9)*
American Alarm (Ranked #31)*Protection One (Ranked #6)*
AffiliatedRFI (Ranked #49)*
ADT (Ranked #1)*Diebold (Ranked #7)*
ADS Security(Nashville) (#21)*Stanley (Ranked #3)*
Vivint (Ranked #4)*Central Security (#13)*
Criticom MonitoringNational Monitoring Center
17
Central Stations That Have
Signed Up for ASAP
* Source: SDM Magazine 2015
AcadianAckerman (Ranked #20)*Alarm Center, Inc. Alarm Central Station Alarm Detection Systems (#24)*ASG (Ranked #10)*Buckeye Protective ServiceCentraLarmCheckpointCOPSDevcon (Ranked #20)*DGADMC SecurityDoyle (Ranked #45)*ESCFE Moran (Ranked #42)*
iWatchKings IIIMACEMonitoring AmericaPeak Alarm (Ranked #61)*PER MAR (Ranked #29)*Richmond AlarmSecurity Central (Lake Norman)Security SolutionsSEISentry NetTyco (Ranked #2)*Washington Alarm (Ranked #75)*WatchlightWayne Alarm
ASAP Awards► 2009 Governor’s Technology Award for Innovation in Local Government
► Inaugural IJIS Institute’s Innovation Award (2009)
► American City & County Magazine’s 2009 Crown Community Award for Excellence in Local Government
► Center for Digital Government’s 2009 Digital Government Achievement Award
► Accepted into the 2009 City Showcase Sponsored by the National League of Cities
► Alliance for Innovation 2010 Award for Innovation in Local Government
► 2013 Computerworld Honors Laureate Award – Safety & Security
► 2013 Governor’s Technology Award for IT as an Efficiency Driver, Government to Business
► 2013 Government Computer News (GCN) Award for Outstanding Information Technology Achievement in Government
► 2013 – Best of NIEM award and induction into the NIEM Hall of Fame
► Alliance for Innovation 2014 Award for Outstanding Innovation in Local Gov’t
18
Current Project StatusCurrent Project StatusCurrent Project StatusCurrent Project Status
• CSAA approved as a Nlets Strategic Partner Organization (May, 2011)
• CSAA implementing a CSAA managed message broker server at Nlets
• Testing has been completed
• Updated IEPD & schema 3.3 released to Automation and CAD Providers
• Alarm companies, both CSAA & Non-CSAA members can participate
• 75+ charter alarm companies to come on board first (including ADT)
• Likely to swell to 300 alarm companies over next 2 - 3 years
• Potential participation by up to 600 alarm companies over next 5 -10 years
• Nlets has assigned two new Message Keys for alarm traffic
• ALQ = Alarm Data Sent by the Alarm Company to the PSAP
• ALR = Responses from the PSAP to the Alarm Company
• ORIs & Unique CSAA IDs used for routing messages
NletsNletsNletsNlets –––– CSAA High Level DesignCSAA High Level DesignCSAA High Level DesignCSAA High Level Design
� XML Firewall housed within Nlets’ facility.
� Secure Certificate Authenticated hardware based VPN’s to
� Central Stations
� CSAA Message Broker Server to consolidate Central
� Station traffic housed within Nlets site
� CSAA/Nlets routing wrappers
19
ASAP Phase II (Implemented)ASAP Phase II (Implemented)ASAP Phase II (Implemented)ASAP Phase II (Implemented)
• Additional fields have been added to the schema
• Video confirmation link for PSAPs and field responders
• Alarm service organization
• X/Y coordinates in decimal degrees
• Uniform list of information messages • Reject messages from the Message Broker or the PSAP
• Accept message from the PSAP
• Fields can be used before next release of ANS
• Only Schema 3.3 will work with the Message Broker
20
How to Participate in ASAPHow to Participate in ASAPHow to Participate in ASAPHow to Participate in ASAP
If your agency is an alarm monitoring companyContact the Central Station Alarm Association at [email protected]
If your agency is a 9-1-1 Public Safety Answering Point
1. Make sure you have executive stakeholder buy-in
2. Touch base with your state’s Nlets representative
3. Contact your CAD vendor• If the CAD vendor has an ASAP solution, obtain a quote
• If the CAD vendor does not have an ASAP solution, make it known that your agency wants to implement the ASAP interface
4. Contact the [email protected]• Complete the ASAP/PSAP readiness questionnaire
5. Consider hiring a consultant with ASAP expertise for project management and coordination services
ASAP – Demo (Guilford Metro NC & Vector
Security)
21
ASAP – Demo (City of Richmond VA & Vector
Security)
Thank You for Attending!!!Thank You for Attending!!!Thank You for Attending!!!Thank You for Attending!!!For More Information:• APCO: www.apco911.org email: [email protected]• External Alarm Interface Exchange ANSI, Fact Sheet, FAQs, IEPD
• http://www.apco911.org/resources/asap.html• IEPD available at www.niem.gov (Tools > Work with IEPDs > Search for IEPD
(Keyword “Alarm”)• Central Station Alarm Association: www.csaaintl.org Email: [email protected]• Nlets: www.nlets.org
Bill Hobgood, Project Manager, Public Safety Team
City of Richmond, Dept. of Information Technology
900 E. Broad St., Room G-2
Richmond, Va. 23219
(804) 646-5140
Cell (804) 240-0744
Ronald Lander CPP, Chief Specialist
Ultrasafe Security Solutions
Tonya George, MASterMind Administrator
ADT Security Services
Office: 321-482-5092
Email: [email protected]