MERS 999

SESI IV: GEOSPATIAL INFORMATION FOR PUBLIC SAFETY
GIS IN EMERGENCY COMMUNICATION
– THE MERS 999 EXPERIENCE
Ir Rozinah Anas
Project Director
MERS 999
Telekom Malaysia
22 MAY 2012
AGENDA
• Introduction
• Overview of MERS 999
• GIS in Emergency and Public Safety
– MERS 999 2D map features
– 3D Panoramic Street Level View Imagery Map
• Success stories
– MSAFE Cyberjaya: MERS 999, CCTV & 2D map integration
– MSAFE Putrajaya: MERS 999, CCTV, 2D map & 3D Map integration
– MSAFE Johor Bahru: MERS 999, Multi Platform CCTV & 2D map
integration
• Challenges
• Conclusion
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To meet the challenges in a radical new way, Government have committed to the
Government Transformation Program (GTP), in accordance with the principles of
1Malaysia, People First, Performance Now.
Improvement in Government’s delivery of Public Services including
Emergency Services that underpin Government’s ability to develop the country.
Top priority under NKRA: Reduce crime & Improvement of Public Services
Delivery
…to ensure that we and our loved ones are safe.
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Source: GTP Annual Report 2010
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OVERVIEW OF MERS 999
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An integrated system to automate emergency Call
Taking and
Dispatching via a single number: 999
MERS 999 consolidates services from 5 of Malaysia’s core Public Safety and
Emergency Agencies in one platform
Police, Fire and Rescue, Hospitals, Civil Defence & Malaysia
Maritime Enforcement Agency
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1.
Public.
2.
Kementerian Penerangan, Komunikasi dan Kebudayaan.
3.
Majlis Keselamatan Negara.
4.
Unit Pemodenan Tadbiran dan Perancangan Pengurusan Malaysia (MAMPU).
5.
Suruhanjaya Komunikasi dan Multimedia Malaysia.
6.
Kementerian Dalam Negeri.
7.
Kementerian Kesihatan Malaysia.
8.
Kementerian Perumahan dan Kerajaan Tempatan.
9.
Perbadanan Putrajaya.
New Stakeholder
10. Telekom Malaysia.
11. Polis DiRaja Malaysia.
12. Jabatan Bomba dan Penyelamat Malaysia.
13. Jabatan Pertahanan Awam Malaysia.
14. Fixed line and Cellular Operators

TM, Celcom, Maxis, DiGi, Time dot Com, U Mobile
Agensi Penguatkuasa
Maritim Malaysia
 MERS 999 concept is based on 9-1-1 National
Emergency Number Association (NENA) and
European Emergency Number Association (EENA),
a professional body that manage 9-1-1 emergency
calls in North America, Canada and Europe
respectively.
 Telekom Malaysia (TM) was appointed to build and
operate new MERS 999 system and sole provider
for the Government of Malaysia.
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• The protection and safety of human life.
• The preservation and protection of property and
environment.
• The improvement of the quality in life and social
conditions for the public.
MERS 999 Corporate Video
MERS 999 ANI and ALI Video
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999 RC Kuching
answer all 999 calls
in Sabah and
Sarawak
999 RC KL and Melaka
answer all 999 calls in
Peninsular Malaysia
999 RC KCH
999 RC KL
999 RC MELAKA
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• All 999 Response Centers are
ISO 9001:2008 Certified…!!
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999 Response Center (PSAP)
• Accepts,
• verify,
• filter,
• analyze and
• send emergency call to
relevant agency according to
event code
Agency Dispatch Center accepts
emergency calls and info on the
incident
PDRM
The dispatch unit
• Arrive at scene,
• Analyze situation (environment
& victims)
• Proceed based on SOP
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JBPM
KKM
JPAM
APMM
Answer call
1
Salutation
“Kecemasan, Boleh saya bantu?”
Assess
The Call
2
Type Of Calls
Decision on type of calls
Create
Call Card
3
Event Codes
14 Event Codes
4
Single or Multiple ESP
Refer to Event Codes
5
Ensure Call Establishment
6
Closed The Calls
Send
Call Card
Transfer
Caller
Monitor The Call
End the call
Apply call taking procedure
“What is the emergency?
“Where is the incident taking place?”
“What is your name?” option
“Is this your contact number?” option
Apply call card creating procedure
Apply call card (data) transferring procedure
Apply call (voice) transferring procedure
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KPI 999 RC according to Akta Komunikasi dan Multimedia 1998 :
 100% calls received will be answered within 20 seconds
 90% calls will be answered within 10 seconds
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Perkara
Jumlah panggilan diterima
Jumlah panggilan kecemasan
Jumlah panggilan "Non-Emergency Call/Others"
Jumlah panggilan palsu
Jumlah panggilan senyap
Jumlah panggilan diputuskan oleh pemanggil
Jumlah panggilan "Test Call"
Agihan Panggilan Kecemasan
Jumlah panggilan kecemasan disalurkan ke:
Jumlah panggilan kecemasan disalurkan ke PDRM
Jumlah panggilan kecemasan disalurkan ke JBPM
Jumlah panggilan kecemasan disalurkan ke KKM
Jumlah panggilan kecemasan disalurkan ke JPAM
Jumlah panggilan kecemasan disalurkan ke Private Service
25/03/2012
25/04/2012
% Peningkatan/ % Jenis Panggilan
SISTEM MERS SISTEM MERS
(Apr '12)
Penurunan
1,939,664
2,066,293
6.53%
100.00%
38,459
40,667
5.74%
1.97%
37,391
39,608
5.93%
1.92%
229,350
254,487
10.96%
12.32%
1,206,410
1,279,011
6.02%
61.90%
427,675
452,091
5.71%
21.88%
379
429
13.19%
0.02%
12,158
5,182
16,692
4,405
22
13,016
5,117
17,671
4,830
33
Private Service
33 (0.08%)
JPAM
4,830 (11.88%)
PDRM
13,016
(32.01%)
KKM
17,671
(43.45%)
JBPM
5,117 (12.58%)
16
7.06%
-1.25%
5.87%
9.65%
50.00%
32.01%
12.58%
43.45%
11.88%
0.08%
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Source: MERS 999 General Operational Concept document
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INCIDENT
CALL CARD + CALLER VOICE
COPY CALL CARD
NOTE
HOSPITAL
-
-
1
Perubatan (Medical)
2
Jenayah (Crime)
POLIS
-
-
3
Kebakaran (Fire)
BOMBA
POLIS
-
4
Kemalangan (Accident)
POLIS
-
Kuala Lumpur: Polis Trafik KL
5
Kemalangan + Mangsa
(Accident + Victim)
HOSPITAL
POLIS
-
6
Kemalangan + HAZMAT
(Accident + Hazmat)
BOMBA
POLIS
-
7
Bantuan Kemanusiaan (Humanitarian Service)
JPAM
-
-
8
Mencari & Menyelamat
(Search & Rescue)
BOMBA
POLIS
-
9
Panggilan Senyap (Silent Call)
RC
-
‘Suspicious silent’ hantar ke POLIS
10
Panggilan Terputus (Drop Call)
RC
-
‘Suspicious drop’ hantar ke POLIS
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Bantuan Khas (Special Service)
BOMBA
-
-
12
Perkhidmatan Persendirian
(Private Service)
Ambulan / Hospital Swasta
-
-
13
Penguatkuasaan di Laut
APMM
PDRM
-
14
Kecemasan di Laut
APMM
PDRM, JBPM, KKM, JPAM
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Computer Telephony
Interface (CTI)
Computer Aided
Dispatch
GIS (2D & 3D Panoramic Street
Level View Imagery Map)
Management Dashboard
Call Taking Protocol
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CTI : Computer Telephony
Interface
 Cutting-edge computer telephone
technology delivers the latest tech in
call processing.
 CTI integrates with the emergency
lines allowing to delimit safety
parameter from an address and
instantaneously produce an
exhausting list of addresses.
CAD : Computer-Aided
Dispatch
 A powerful real time command &
control process, that tracks
information relating to all calls and
field unit activities.
 Captures incident related
information, resource availability,
resource status & resource
recommendation.
GIS : Geographical
Information System
 Integrated to the CAD System as
helpful tool in visualizing the
overall situation.
 Can visualize location of calls,
incident, track vehicles & resources
through GPS & Automated Vehicle
Location System (AVLS)
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Voice Recording
 Filter Crank Calls & Prank Calls.
 State of the art digital voice recording
technology, using the latest storage
and retrieval technology.
 Store up to 7 years of storage for any
evidence to be used legally by the
authority.
Emergency Business Intelligence
 Gather and retrieve consolidated data for
emergency services – able to view from
dashboard.
 Fulfill any reporting requirement and fully
integrated with CAD to help save time and
money.
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GIS IN EMERGENCY & PUBLIC SAFETY
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 Map layer usage in MERS 999:
a) Shared Layer
i- Digital map layer for Malaysia
vii - Main road layer
ii - State layer
viii - Minor road layer
iii - City layer
ix - Building layer
iv - Section layer
x - Water resource layer
v - Sub-section layer
xi - Green area layer
vi - Express way layer
xii - Housing lot layer
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 Map layer usage in MERS 999:
b) Agencies Layer
JBPM layer
Agencies boundary layer
Agencies POI layer
Fire hydrant layer
PDRM layer
Agencies boundary layer
Agencies POI layer
KKM layer
Agencies boundary layer
Agencies POI layer
JPAM layer
Agencies boundary layer
Agencies POI layer
APMM layer
Agencies boundary layer
Agencies POI layer
Sea boundary layer
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 Map layer usage in MERS 999:
KKM Boundary
PDRM Boundary
JPAM Boundary
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JBPM Boundary
 Sample of Agencies layer
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 Integration with 999 ANI / ALI
feature for caller identification once
a call is received
 ANI : Automatic Number Identification
 ALI : Automatic Location Identification
 Assist emergency responders with
map as a guide to reach emergency
victims.
 Locate incident instantaneously.
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MERS 999 2D MAP FEATURES
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 Comprehensive geocoding of addresses into the digital
map.
• To match between telephone numbers to the
telephone installation address on digital map.
• Approximately 2 million subscribers already geocoded
in the digital map.
• Geocode Fire Hydrants on the map, to assist firemen
to locate the fire hydrant instantaneously.
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 Comprehensive geocoding of addresses
into the digital map.
 Customization of “Point of Interest” based
on agency preference.
 Usage of layers and layers of digital map.
 Setup of operational boundaries by color
and map out safety zone.
 Plotting of customized icons for agency
usage as Police logo, Fire & Rescue logo
and fire hydrant.
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 To date, nearly 97.25 % of fixed line geocoded.
 Continuous process for MERS 999.
 For data maintenance, average of 30,000 to 40,000 geocoded every
month.
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Usage of grid for hospital
 Deployed in MERS 999 System to assist
hospitals to identify the coverage boundary
of ambulance service.
 Also to assist ambulance to identify quickly
the incident location.
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 4 KM x 4 KM grid.
 Deployed in MERS 999 System
to assist hospitals to identify
the coverage boundary of
ambulance service.
 Also to assist ambulance to
identify quickly the incident
location.
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ANI / ALI capabilities visible from
Celcos
 Commissioned beginning December 2010.
 It displays the name and address of the caller
based on Longitude and Latitude.
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 Also displays on the digital map the location
of the caller to the nearest base stations.
Residential lots
 Color codes are used to differ properties, type of streets,
building etc.
 Tagging of each premise or properties name such as
shop lots, shopping mall, schools etc.
 Display house or lot number for each properties.
Commercial Areas
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Bungalow lots
No Function
1 Mobile CAD
2
MCAD Routing
3
Request
module
Patient
Information
4
Existing CAD
Enhanced CAD
Description
Standard Static MCAD Evaluative
Vehicle MCAD Routing function from an external
GUI
GUI
Service
local routing
Same CAD-Station Dynamic Data Explorer; Daily report activity,
MAP
Manager use historic data, Displaying them on the
MAP, and produce a series of reports
Request
Same CAD-Station The complete Patient information in the
Historic
Ambulance, from the CAD.
N/A
Complete Patient
Info
Complete Patient Information in the MCAD
MERS 3D PANORAMIC STREET LEVEL
VIEW IMAGERY MAP
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 One of the initiatives to make Putrajaya as a safe city.
 MSAFE supports the Government Transformation Program
(GTP) to reduce crime.
 Work started in March 2010 and launched in August 2010.
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Perbadanan Putrajaya
with MERS 999
system
3D 360
AR Map
IPD Putrajaya with
MERS 999 system
• Integration with 176 CCTVs throughout Putrajaya
• 878 KM 3D 360 Panoramic Street Level Image
capturing
3D 360
AR Map
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2) CCTV display selected
by PED
3D AR
CCTV
3) 3D AR Map at
the incident
location.
1) PED can choose the
CCTV display.
4) CCTV List
5) CCTV Control Panel.
7) Active Call
Cards
6) Emergency
Information
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• Navigating and measuring with 3D 3600 Panoramic Street Level image provides
users with a “visual context” of the area.
• Provide a certain level of visualization and analytics capabilities.
• Supplement existing 2D map and location information to assist first responders
with
critical decisions before
arriving on the scene.
• Users are more aware of
landmarks and other factors
like tools, speed limits and
the size of the roads .
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Length Measurement
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Height Measurement
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Polygon Measurement
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Architectural Measurement
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Street assets – street light
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Business address geocoding
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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.
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 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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2) CCTV display selected
by PED
CCTV
2D Map
3) 2D Map
Map at the
incident
location.
1) PED can choose the
CCTV display.
4) CCTV List
Within radius
5) CCTV Control Panel.
6) Emergency
Information
7) Active Call
Cards
JOHOR BAHRU
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 MSAFE Johor have the uniqueness as follows:
1. Automatic triggering of system based on incident.
2. Recommend and display the nearest CCTV within 100
meters to 1000 meters
3. Display agencies boundary
4. Integration to multi platform CCTV
JOHOR BAHRU
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MERS 999 SUCCESS STORIES
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 Traceable to Public Safety International Standard
 Sole provider of MERS 999 for the Government of
Malaysia.
 Recognized by
 National Emergency Number Association (NENA) 911,
a professional body that manage 911 emergency calls
in North America and Canada.
 International Academies of Emergency Dispatch
(IAED)
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1st in the world
Bahasa Malaysia
Medical Protocol in
Bahasa Malaysia
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 Malaysia is the FIRST country in the region to
implement online Medical Protocol in emergency
services.
 Used by more than 30 countries with translation.
 Language translation include in Chinese, Arabic, Tamil,
Spanish, Bahasa Malaysia, etc.
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 999RC the FIRST to implement FIRE PROTOCOL in the
region.
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Emergency call received and recorded by
999 RC and sent to Cyberjaya
Use X & Y coordinates from the
the
MERS 999
999 Map
Map system
system to
to trigger
trigger
MERS
closest CCTV for Hotspot Zoom
Live CCTV feed to
Police Station
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MERS 999 APPRECIATION BY EMERGENCY AGENCIES
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MERS 999 MEDIA COVERAGE
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MERS 999 MEDIA COVERAGE
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MERS 999 MEDIA COVERAGE
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CHALLENGES
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1. Map accuracy - to locate exactly the incident location (5km or more
radius).
2. Data accuracy from cellular provider (Longitude and Latitude) and
profile of the registered users.
3. Geocoding process – a continuous effort due to dynamic movement of
the telephone subscribers and new development of residential areas.
4. Updating of map – a continuous effort because of changing landscape
due to new development.
5. Sharing of common information among all agencies.
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CONCLUSION
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TAKE AWAY MESSAGE…
GIS and geospatial data usage in emergency is critical
for effective communication and collaboration
between agencies.
MERS 999 is continually improving its GIS and
geospatial data for use in emergency communications
and disaster management.
Tanah Runtuh Hulu Langat 21 May 2011
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Terima Kasih
Thank You
Ir. Rozinah Anas
[email protected]
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