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Tech & Technique for 911 & 311

Tech & Technique for 911 & 311. (Customer Service via Technology). 9-1-1 Emergencies and “Response” 9-1-1and 10-digits Phone calls only; text and video soon Call Center and dispatch functions Almost all are public. 3-1-1 Gov’t non-emergency Information/services Phone and e-mail

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Tech & Technique for 911 & 311

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  1. Tech & Technique for 911 & 311 (Customer Service via Technology)

  2. 9-1-1 Emergencies and “Response” 9-1-1and 10-digits Phone calls only; text and video soon Call Center and dispatch functions Almost all are public 3-1-1 Gov’t non-emergency Information/services Phone and e-mail Web chat and text Call Center & business improvement catalyst Big city/county Customer service!!! 9-1-1 Is Obvious?; 3-1-1 Not So!(The “411” on N-1-1)

  3. 9-1-1 ~6000 in U.S. Consolidating is done City/county/region Police/fire/EMS Industry is ~30 years old 9-1-1 isn’t ubiquitous, but is nearly so Good service = life- and property-saving 3-1-1 FCC assigned # in ’97 VERY popular for: Residents (ease) Electeds (residents) Enlightened mgrs Gov’t magazines 75-80 in U.S. now Some just public safety non-emergency Good service = votes & maybe better government…less hassle Added Perspective

  4. Receive the call w/info Get info fm caller Handle call properly Pass info to correct responder(s) Monitor responders Capture historical info QA Receive the call/msg Classify the call Use the right process Answer ?s (~70%) Do work-order (15%) Talk to legacy systems Track and report 911 on Left; 311 on Right(Basic Process Flow)

  5. 9-1-1 Caller; PD ~85% er…lots to 3-1-1 Internal customers; PD, Fire, EMS Deaf and HoH Limited English users Data queriers Public safety to “all” 3-1-1 Callers; questioners, reporters, & demanders Live via phone; self-service via web Chat Hand-held/portables Every citizen a sensor Social networking Customer Service Opportunities

  6. Receive call w/info Get info fm caller Handle call properly Pass to responder(s) Monitor responders Capture history info QA E-911 phone system CACH/protocols CAD Mobile data/voice radio RMS AQUA 9-1-1

  7. Enhanced 9-1-1 (E911) • Typically CPE; customized phone switch • Enhanced refers to selective routing and provision of ALI/ANI • ALI = automated location information • “easy” for landline…database maintenance issues • Estimates for cellular • Self-entry for VoIP • ANI = automated number information • Database (good within ~24 hours)…”all” TNs • Customer Service (C.S.) focus: SR gets caller to the correct 9-1-1 Center

  8. Computer-aided Calling Handling (CACH) and Protocols • Dumps ANI/ALI from E-911 into CAD • Provides “scripting” for call classifying • Protocols for law enforcement (LE), Fire, and EMS • Started as “flip-cards”…now computerized and usually integrated with the CAD software pkg • LE is pretty new and not widely used (85%) • EMD is very mature; Fire protocol is adolescent • C.S. foci are caller and responder safety

  9. Computer Aided Dispatch (CAD) • Configurable SW • Takes in ALI/ANI • “Forces” classification (incident type) • Recommends responding dept/unit(s) • SOP might be appended • Collects remarks • Some sophisticated CAD combine like-calls; • C.S. focus is getting correct (closest, if needed) responder(s) to incident

  10. Mobile Data • “Voiceless” dispatch and/or added remarks to brief voice dispatch • Received on MDTs or MDCs • Transmitted through public networks maintained by gov’t entities • More commonly using air-cards, Wi-Fi; sometimes with mesh/roaming technology • Future bringing access to databases from vehicles; fingerprints, videos, license plate readers, etc. • C.S. foci include radio reduction & security

  11. Voice Radio • Almost universally self-maintained public • Project 25 (standards based…non-proprietary) • Interoperability via P25, gateways • Trunking bringing efficiency to channel usage • Slow, but sure transition from analog to digital • FCC “narrow-banding” for spectrum efficiency • Multi-band (UHF, VHF, 700/800 MHz) radios appearing • C. S. focus includes up-to-the-second updates

  12. Records Management Systems (RMS) • Somewhat outside, but frequently interfaced • Info on incident…but, usually person-based • Federal standard on data-sharing developed • XML • Inter-jurisdictional checking far from easy • Not usually because of technological limits • C.S. focus is internal (know who/what the responder is dealing with)

  13. Quality Assurance(e.g. AQUA) • Proprietary with protocol maker • Recording systems (loggers) • Audio • Screen-scrapes • QA check-list configuration • QA reporting/compilation

  14. IVR/Auto Attendant for 9-1-1 • Say what!? (just for the non-emergency #s) • Prompt callers in need (now or soon) to punch 1 or 2 or say “now” or “recently” to get a live 9-1-1 call-taker • Leads other needs to other departments (and /or to 311) to keep 9-1-1 from becoming over-burdened by the 60 – 70% of calls that really don’t need a police, fire, or EMS response • C.S. focus ??? (might understand/appreciate)

  15. Receive call/msg Classify the call Use right process Answer ?s (~70%) Do work-order Talk to legacy sys Track and report Call center SW/ACD CRM CaseWise (process flow) KnowledgeBase CRM SW interfaces Higher Ground CitiStat 3-1-1

  16. Call Center/ACD • Automatic call distribution assures first caller, first answered (and level distribution of labor) • Call center software can “pop” caller information if in previous CRM (computer telephone integration – CTI) • Call center software can queue e-mails and web-chats • C.S. focus all about quick answers

  17. KnowledgeBase (KB) • This first since the majority of calls can be handled with this tool (70% in Minneapolis) • Can simply be indexing existing web pages (recommended) or could be compilation of documents tailor/custom-made for/by 311 • Ensure that “stumpers” have a process for resolution/adding • If back-office maintains, they have incentive to ensure quality • C.S. focus (4-1-1 for government information)

  18. Customer Relationship Management (CRM) • Unlike CAD and commercial CRMs, 311 usage is usually location-based, not person-centric • Provides scripts to ensure questions from process-flow can be populated • 311 CRMs generate tracking number for caller…can check on web or call back after service level agreement time elapses • KnowledgeBase is sometimes bolted on/in • C.S. focus includes tracking duplicates

  19. Process Documentation (e.g. CASEWISE) • GIGO • Don’t pave the cowpaths • Don’t automate mistakes • Internal customers (process users) can/should inform on how to tweak/reengineer before configuring the process (in the form of scripts) into the CRM • C.S. focus is to avoid the “rabbit trail” or inefficient process flows

  20. CRM to Legacy Systems • CRM can replace some, but not all work-order and/or case management systems • When not replacing, consider interfaces (carefully);1-way or 2-ways (recommended) • CRM better than a cigar box or clipboard • CRMs are starting to become more sophisticated (case mgt for human services) • C.S. focus involves 311 Agents knowing status

  21. Recording(e.g. Higher Ground) • QA and legal review is needed for 911 and handy for 311 • Also provides quick reference (IRR) if needed • Audio and screen-scrapes already mentioned • C.S. focus is internal (legal, QA, training)

  22. Business Improvement(e.g. “Citistat”) • Data from CRM can help inform management improvement efforts • Who calls on what…where/when • How long does case resolution take (on target?) • Data from CRM can be analyzed for trends • GIS tools (pin-mapping) are useful • Customer service focus is overall better tax dollar usage…frequently reported via web

  23. 9-1-1 “Reverse 9-1-1” (high-speed citizen notification)* NG9-1-1 coming soon Text and video; IP911 MUM; AVL; inter-operable radio 3-1-1 TextNet (web TTY)* Data analytics Out-bound calling* Revenue collection Mobile data distribution/dispatch Miscellaneous Goodies* * = a clear customer service winner

  24. GIS Deserves a Special Word • Closest unit (CAD) & routing…speeds response • Consolidated 911 Center employees don’t have to be experts on their service area geo • 311 Agents can use aerial photos to help spot which light pole is burned out or what building has been “slimed” with graffiti • “Pictometry” (oblique-angle photos) for all • 911 & 311 are location-based…GIS crucial

  25. 9-1-1 RETAINS Erlang-C Radio saturation via recording software 3-1-1 Staff forecasting Erlang-C E-WFM Reports Virtual Agent Ancillary Systems

  26. More Information From… • U.S. DOJ web-site (311 center reports) • ICMA (city-county mngt assoc…311) • ICMI (311 and other call center info) • Rutgers & Harvard (next gen 311 studies) • NENA (911…professional association) • APCO (911…professional association) • NAED (911…academy of emerg dispatch)

  27. Questions/Ideas to Share?? (war stories, myth-busting, brainstorms)

  28. Thanks! John E. Dejung Dane County 9-1-1 Director Dejung@co.dane.wi.us

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