Managing the barrage

But getting video, text and other data to the PSAP and the call-taker is just one of the issues to be addressed before integrated, multimedia public-safety communications become a reality. History has shown that for a dispatcher in a busy call center, the very volume of data received during a crisis can make distilling it into accurate, actionable information a time-consuming task. Now add data and video communications from a wide variety of new devices, alerts from alarms/sensors, location information and other inputs to that volume and, unless managed properly, the barrage of new multimedia data coming into a call center can become a hindrance rather than an enhancement.

The user experience (including the desktop) is the key to managing this barrage of multimedia data and turning it into actionable information that actually benefits the incident response. In order to avoid overwhelming network resources and human operators, call-taking systems must make additional information easily accessible when needed. Consequently, such systems will offer a visually striking and highly configurable user interface (UI) that supports multiple layouts and workflows. These interfaces gives 911 call-takers a better, richer and increasingly intuitive user experience that intelligently displays information in an immediately actionable format.

This new type of interface also provides the primary building block within the next-generation, integrated, geospatial multimedia platform. By pre-interpreting the media, correlating it to the incident and storing it in Emergency Incident Data Document (EIDD) format,
call-takers will be able to quickly access, analyze and act on critical incident information. With the addition of a share button, call-takers also will be able to share incident information and awareness with all participants in the response, creating situational awareness and enhancing collaboration.

Furthermore, the introduction of unification and interoperability software applications to a next-generation call-taking system can result in a secure, end-to-end, mission-critical solution that gives dispatchers, commanders and frontline first responders the media-rich integrated information they need. Let’s examine a few potential scenarios.

• An individual uses an app on his smartphone or tablet to establish a communication session with the PSAP; voice, video, messaging, images and e-mail all are available for use in communicating with a 911 call-taker.
• Media received as part of an incident report, along with data from sensors, street cameras and other devices, is pre-processed, associated with the incident and session, and stored as an EIDD.
• Actionable information is intelligently displayed and shared with dispatchers and first responders as required.
• Two-way, multimedia communication between first responders and the PSAP is supported.

When you include a multi-bearer (3G, 4G and LTE Bands 13, 14 and 17) broadband vehicle router as part of the solution, you truly have a solution that is able to satisfy the needs of public-safety users for anytime, anywhere access to mission-critical information.

While your skepticism was understandable, you now can see the integration and management of multimedia communications (photo, video, compass, location awareness, memory, maps, etc.) through the entire lifespan of an emergency response is definitely closer than you originally thought. The combination of a multi-device, multi-protocol, multi-OS software platform with a next-generation, integrated, geospatial multimedia call-taking system will transform the way public-safety operations are conducted, improving and enriching emergency response. 

Kyle Connor is director of sales, LTE/LMR for Cassidian Communications. He is responsible for development and implementation of Cassidian’s sales strategy for public-safety LTE devices and applications.

David Kahn is CEO of Covia Labs, a vendor of communications interoperability technology. Kahn has advanced degrees in physics, nuclear science and engineering.