"How do we maximize the value of NG9-1-1 beyond what Next Generation offers from a technical perspective? In other words – how do we ensure the needs of Calltakers in the Next Generation PSAP are met so we do indeed gain the true value of NG9-1-1?"
In our latest webinar, Maximizing the Value in Next Generation 9-1-1, our presenter Jeff Gillan addressed this question along with several other key topics of concern in how we plan for Next Generation. We have the recording for you and we think you will come away with a fresh look and a new perspective on this critical topic. Listen to the recording.
By all accounts, PSAPs who attended the webinar had one consistent comment, “Keep it coming. We need information like this.”
For those of you interested in a quick look at what Jeff discussed, below is a Q&A of the highlights.
There are many moving pieces with Next Generation 9-1-1 (NG9-1-1), and the move to IP is just the first lap on the track to get there. The course ahead is full of new standards and new forms of communication like Text-to-9-1-1, pictures and video – all of which are forcing us to re-examine our standard operating procedures (SOPs), work flows and Calltaker requirements. To assist PSAPs, Jeff Gillan, our Senior Next Generation Core Services Business Manager opened our 2016 webinar series, with a practical, down-to-earth discussion that will help you take control of implementing your NG9-1-1 vision. Due to overwhelming demand, this series picked up where we left off last fall with the very popular 9 Steps to NG 9-1-1 sessions.
Last year when we talked about the 9 Steps to NG9-1-1, we talked about the process. Now, we want to go deeper and talk about the value PSAPs should expect to receive in completing the steps.
Because it will help them find answers to the questions like – How do we know we are doing it right? How do we know we are being effective? What is the value for our communities? What are we trying to accomplish with each step?
In the 9 Steps, we focused on simplifying the plumbing (the IP infrastructure) and laying out a logical plan for how to implement NG9-1-1. Now, we want to focus on the real-world value from that effort – starting with a perspective on the end-goal. That way, we can start to look at the 9 Steps with a stronger context in mind, and use that context to prepare our Calltakers and organizations and to make sure the multiple decisions we make along the way provide incremental value – value we can build into our end-goals.
Ultimately, what we want is a seamless, flexible workflow that includes the delivery and handling of Next Generation call types and data so that Calltakers can do their job faster and with fewer errors in information gathering, decision making and sharing.
A seamless workflow provides the Calltaker with a sensible, repeatable and error-free way to receive and process the new types of calls and call data that will be coming their way. It’s not enough to implement an ESInet and NG Core Services. The true benefits of NG9-1-1 won’t be realized unless the new information can be shared and controlled easily by our Calltakers. And to do that well, we need to make sure Calltakers can easily manage all the various types of calls that are coming to them in a way that suits our PSAPs’ needs. In other words, we must make sure the new workflows address Calltaker stress, training costs and Calltaker accuracy, to name a few.
A PSAP’s success in implementing Next Generation 9-1-1, including the NG Core Service functional elements like ECRF and ESRP, ESInet and the Next Generation-PSAP - the terms we hear frequently, depends on how these components support the PSAP equipment. What we don’t want is new technologies to require Calltakers to have to create new workflow forms or learn new approaches with every new type of call or data to come. To avoid that, the core network elements and the PSAP equipment must work in a unified, seamless fashion.
Now more than ever, the easier we make it for Calltakers, the greater the value we deliver to our PSAPs and our communities.
We used the example of implementing Text to 9-1-1 and how a PSAP implements a true, seamless Next Generation work flow with Text-to-9-1-1, what that looks like and the value that delivers to the PSAP and the community.
Text-to-9-1-1 is a form of multimedia call delivery that many PSAPs are handling today, and it’s one of the very first of many to come. This means we can learn a great deal on how it is implemented when we look at the seamless integration between the IP infrastructure and call handling.