Integrator Series Session E311: Accelerating the Police ... · emergency phone calls to the Houston Emergency Center. The HEC’s non emergency line is typically staffed with 8 call

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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

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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

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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

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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.

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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


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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


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

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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


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

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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

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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

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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

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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

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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%

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► Rush hour dashboard: Alarms & Accidents

Cumulative Alarm and Accident calls for FY2015/2016


► Average time to dispatch based on receipt method

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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

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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……………

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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

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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

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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

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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

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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)

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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

[email protected]

Ronald Lander CPP, Chief Specialist

Ultrasafe Security Solutions

[email protected]

Tonya George, MASterMind Administrator

ADT Security Services

Office: 321-482-5092

Email: [email protected]

Integrator Series Session E311: Accelerating the Police ... · emergency phone calls to the Houston Emergency Center. The HEC’s non emergency line is typically staffed with 8 call

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