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By: Ir Rozinah AnasProject DirectorMERS 999Telekom Malaysia
MALAYSIA EMERGENCY RESPONSE SERVICES(MERS) 999 – THE MALAYSIAN EXPERIENCE
ITU Asia-Pacific Regional Multi-Stakeholder Forum On Emergency Telecommunications8 – 11 July 2011, Ulaanbaatar, Mongolia
SESSION 4B: SHARING OF INFORMATION ON NATIONAL EXPERIENCES IN EMERGENCY
TELECOMMUNICATIONS
• Introduction • Disaster Alert Sistem• MERS 999 Activities and Stakeholders
Centricity Program• Success stories• Challenges• Conclusion
AGENDA
2
Government Public
MERS 999
Royal Malaysia Police Fire & Rescue Department
Ambulance Services Civil Defence
Meteorology Department
BRIDGING GOVERNMENT AND PUBLIC DURING DISASTER & EMERGENCY SITUATIONS
GIRN
Disaster Alert System
3
Disaster Alert System (DAS)
A system to inform and alert public in the event of any disaster.
Malaysia Emergency Response System (MERS) 999
A service for public to call in and seek help for any emergency situation.
Government Integrated Radio Network (GIRN)
Radio Communications system between Emergency agencies.
FRAMEWORK FOR EMERGENCY COMMUNICATION & DISASTER MANAGEMENT
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IN THE EVENT OF DISASTER…
Activation of Directive No. 20National Security Council
Outline principle on disaster management and rescue according to level of disaster.
Establish a single disaster management mechanism which define roles and responsibilities of each agencies involve in managing disaster.
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DISASTER OPERATION CONTROL CENTRE
INCIDENT OPERATION CONTROL CENTRE
SEARCH & RESCUE MEDIASUPPORT WELFAREMEDICAL & HEALTH SERVICES
SECURITY CONTROL
• Fire Rescue Department• Royal Malaysian Police• Royal Malaysian Army• Malaysian Special Search
and Rescue Team (SMART)• Ministry of Health• Atomic Energy Licensing
Board• Malaysian Civil Defence
Department• Malaysian Maritime
Enforcement Malaysia
• Ministry of Health• Royal Malaysian
Army• Malaysian Red
Crescent • St. John Ambulance
• District Office• District /Municipal
Council• National Energy (TNB)• Telekom Malaysia• Royal Malaysian Army• Royal Malaysian Police• Public Work
Department
• Information Department
• Broadcasting Department
• Royal Malaysian Police
• Volunteers of Malaysian People (RELA)
• Social Welfare Department
• Ministry of Health
• Malaysian Civil Defence Department
• Malaysian Red Crescent
• St. John Ambulance
• Volunteers of Malaysian People (RELA)
AGENCIES IN RESCUE OPERATION UNDER DIRECTIVE NO. 20, NATIONAL SECURITY COUNCIL
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Red Zone: Work Area for Main Search and Rescue Agencies.
Yellow Zone :Location for Incident Location Control Post, Post for Main Rescue Agencies and Support Rescue Agencies
Green Zone :Location for Media Post, Rest Area for Main/Support Rescue Agencies, Victim Shelter, Counseling Area, Death Body Area
ZONE AREA FOR MANAGEMENT AND DISASTER RESCUE ON INCIDENT LOCATION
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• Introduction • Disaster Alert Sistem• MERS 999 Activities and Stakeholders
Centricity Program• Success stories• Challenges• Conclusion
AGENDA
8
Government had started planning for a system to rapidly inform the public to be prepared for any disaster such as tsunami, flood and landslide in a targeted area or location.
In April 2006, the system known as Disaster Alert System (DAS) was officially launched to perform mass broadcast of alert voice messages to public via fixed telephone line.
DISASTER ALERT SYSTEM
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Able to reach thousands through shortest possible time…!! making outbound calls through Fixed Telephone
Line.
Fixed Line coverage Nationwide
CAPABILITY OF DAS
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Able to alert people in targeted area of incoming disasters such as tsunami and earthquake.
Capable of reaching public in shortest possible time : 50,000 to 150,000 calls within 15 minutes.
Different types of alert messages based on level and type of disaster.
Available 24 x 7 all year round.
Priority dialing based on predetermined groups.
Slice and dice information of every outbound calls – dashboard view and customized report.
ADVANTAGE OF DAS
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Related agency shall :a) Pre-record IVR message* via the following methods:
• Manual record via tape, CD• Remotely over the phone via IVR• Remotely via web access (www.das.com.my)
b) Trigger outbound calls to the identified areas*IVR message shall last for 20sec
DAS shall :a) Capture the recorded message by related agency in
the Media Serverb) Perform outbound calls to the identified
areas/subscribersc) Generate statistic / report on the following :
• # of successful/answered calls• # of not answered calls• # of failed callsPublic shall :
a) Received in-coming ring tone. The ring tone shall last till 60 sec if it is not being pick-up
b) Hear IVR message as recorded by related agency c) Follow the IVR message instruction e.g. evacuate to safe
location
IN THE EVENT OF DISASTER…
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Alert public within seconds..!! Alert public by performing mass broadcast of alert
voice messages via DAS.
Minimize the damage and save more lives..!!! Government can control the situation better since
the message is sent directly and instantly to the potential affected people in the disaster area.
Fixed Telephone Line infrastructure nationwide enable DAS to be implemented any where effectively.
BENEFITS OF DAS
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• Introduction • Disaster Alert Sistem• MERS 999 Activities and Stakeholders
Centricity Program• Success stories• Challenges• Conclusion
AGENDA
14
What is augmented reality? "It's a field of computer research which deals with the combination of real-world and computer-generated data (virtual reality), where computer graphics objects are blended into real footage in real time." (Wikipedia)
3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP
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UNIQUENESS OF MSAFE PUTRAJAYA
MSAFE Putrajaya have the uniqueness as follows:
1. Navigation and measurement of 360 Panoramic Road Level image which gives visual context of the interest areas.
2. Able to portray the analytical image.
3. Complement the existing MERS 999 2D map to assist emergency select their resources before dispatching activities.
4. The users are more sensitive to the landmarks and points of interest.
Perfect for event planning without physically going to the site.
Suitable for inventory management.
Data collection and study of any security threat.
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UNIQUENESS OF MSAFE PUTRAJAYA
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Length Measurement
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MEASUREMENT OF LINES AND POLYGONS
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Height Measurement
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MEASUREMENT OF LINES AND POLYGONS
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Polygon Measurement
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MEASUREMENT OF LINES AND POLYGONS
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Architectural Measurement
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MEASUREMENT OF LINES AND POLYGONS
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MAP DATA FEATURE EXTRACTION AND UPDATES
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Street assets – street light
MAP DATA FEATURE EXTRACTION AND UPDATES
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Business address geocoding
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MERS 999 embarked on Business Process documentation and SOP Documentation upon starting the project.
Successfully developed and signed the Business Process Documentation on 21st May 2008 with all Emergency Agencies.
999 Response Center had embarked on ISO 9001:2008 in 3 centers namely KL, Melaka and Kuching. The centers had successfully received the ISO 9001:2008 award on 28th June 2010.
Business Process Document Signed by All Emergency Agencies
MERS 999 PROCESS DOCUMENTATION
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The Customer Complaint Handling process was established together with all Central Agencies and Emergency Agencies.
Any complaint from the public will be investigated and discussed thoroughly with National Security Council before making any statement to the public.
Customer Complaint Handling Ptrocess
COMPLAINT HANDLING MECHANISM
IAJ
A program in collaboration with all emergency agencies and MERS 999 stakeholders to create synergy, deliberate operational matters and challenges in MERS 999.
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Sembang Q
STAKEHOLDERS CENTRICITY PROGRAM
Sharing and Caring Program at 25 schools
A program in collaboration with District Education Department and Emergency Agencies to educate school children on proper and appropriate methodology to confer accurate information when seeking help from MERS 999 and also to educate them not to make crank calls.
IAJ
MERS 999 invited all emergency agencies and federal agencies to appear as a guest speaker in Selamat Pagi Malaysia, a talk show to educate the public on preparedness in any emergency incidents.
The program was conducted every month throughout the year 2010.
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TV Talk Show
STAKEHOLDERS CENTRICITY PROGRAM
IAJ
A program in collaboration with Kementerian Kesihatan Malaysia to educate the public on the prepareness and readiness in any emergency incidents.
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Public Emergency Preparedness Exhibition
STAKEHOLDERS CENTRICITY PROGRAM
National Conference On Pre-Hospital Care And First Responder Services
A program organised by Ministry of Health with participation from emergency agencies and NGO’s such as St. John Malaysia, Malaysian Institute of Road Safety Research (MIROS).
IAJ
MERS 999 participate in Broadband Carnival organised by Ministry of Information, Communication and Culture to educate the public on the importance of MERS 999.
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Broadband Carnival
STAKEHOLDERS CENTRICITY PROGRAM
Business Process Improvement Workshops with All Agencies
IAJ
An appreciation program with all emergency agencies and MERS 999 stakeholders to recognize the top performer of emergency agencies in giving their services to public in MERS 999.
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Appreciation Award for Emergency Agencies
STAKEHOLDERS CENTRICITY PROGRAM
Map Asia 2010 MERS 999 participated in Map Asia
2010 from 26 to 28 July 2010 at Kuala Lumpur Convention Center.
The key objective is to educate participants on the usage of IT in Emergency System.
IAJ
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Visit by various agencies to 999 Response Center
Visit to 999RC Melaka by ASEAN Delegates
Visit to 999RC KL by Minister of MICC
STAKEHOLDERS CENTRICITY PROGRAM
IAJ
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Visit to 999RC KL by Chief Secretary MOHA and Ex-IGP
Visit to 999RC KL by Melaka State Government and Melaka Police
STAKEHOLDERS CENTRICITY PROGRAMVisit by various agencies to 999 Response Center
IAJ
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Visit to 999RC KL by Vice President of Malaysian Crime Prevention Foundation
Visit to 999RC KL by Remote Sensing Agency of Malaysia
STAKEHOLDERS CENTRICITY PROGRAMVisit by various agencies to 999 Response Center
IAJ
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Visit to Crank Callers’ Residence with Royal Police of Malaysia
STAKEHOLDERS CENTRICITY PROGRAM
3rd Asian Ministerial Conference on Disaster Risk Reduction in Kuala Lumpur
IAJ
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Geospatial World Forum, Hydrabad
ITU Conference Guadalajara Mexico
INTERNATIONAL PROGRAMS
Study Visit to London Metropolitan Police
INTERNATIONAL PROGRAMS
Study Visit to London AmbulanceStudy Visit to BAPCO (British Association of Public Safety Communication Officers)
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Study Visit to Isle of Wight Ambulance Service
INTERNATIONAL PROGRAMS
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MEDIA COVERAGE
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MEDIA COVERAGE
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• Introduction • Disaster Alert Sistem• MERS 999 Activities and Customer Centricity
Program• Success stories• Challenges• Conclusion
AGENDA
40
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APPRECIATION BY EMERGENCY AGENCIES
-
50,000
100,000
150,000
200,000
250,000
300,000
350,000
OCT 2009 JAN 2010 APR 2010 JUL 2010 OCT 2010 JAN 2011 APR 2011
CRANK CALL REDUCTION PROGRAM (DEC 2009 - OCT 2010)
CRANK CALLS
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OCT 2009 JAN 2010 APR 2010 JUL 2010 OCT 2010 JAN 2011 APR 2011
CRANK CALLS330,262 255,620 231,577 182,107 198,357 209,142 200,374
Note: Type of Crank Call are Call For Fun, Obscene and Mental.
40% Reduction
CRANK CALLS REDUCTION
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CSI 7.56
CSI 8.62
Year 2009
Year 2010
MERS 999 CUSTOMER SATISFACTION INDEX (CSI)
MERS 999 CUSTOMER SATISFACTION INDEX (CSI)
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WHAT RESPONDENTS SAY ABOUT MERS 999…
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Very fast in term of giving
assistance
Operator is friendly and happening
Operator understands
caller feelings and situation
Operator ease the caller to stay
calm
No problem anymore
Good communication, professional and
dedicated
ESP arrived on-time at the
locationFlawless and
faster with the services given Satisfied with
prompt feedback by the
operator
Deliver the best services to
the public
999 is the number 1
Very satisfied with the services given
No need to wait a long time for 999
operator to entertained
Operator speaks with polite and good language
• Introduction • Disaster Alert Sistem• MERS 999 Customer Centricity Program and
Activities• Success stories• Challenges• Conclusion
AGENDA
46
1. Dynamic Operational Process
2. Map accuracy – continuous enhancement of digital map to assist dispatcher to locate the incidents.
3. Public education and awareness
4. Stakeholders acceptance.
CHALLENGES IN EMERGENCY COMMUNICATION
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1. All calls answered within 4 rings.
2. Reduction of Crank Calls
3. Improvement of Response Time
4. Safe City Initiative – Pioneer
5. The FIRST country to implement Bahasa Malaysia Medical Protocol in the region.
-
50,000
100,000
150,000
200,000
250,000
300,000
350,000
OCT 2009 JAN 2010 APR 2010 JUL 2010 OCT 2010 JAN 2011 APR 2011
CRANK CALL REDUCTION PROGRAM (DEC 2009 - OCT 2010)
CRANK CALLS
40% Reduction
ACHIEVEMENTS
TAKE AWAY MESSAGE…
Since its establishment, MERS 999 had always been committed to the Government Transformation Program, in accordance with the principles of 1Malaysia, People First, Performance Now.
Programs and activities on Customer Centricity especially to the PUBLIC had always been the main agenda for Improvement in Government’s delivery of public services that underpin Government’s ability to develop the country.
MERS 999 is one of the catalysts to achieve the National Agenda.
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