Appendix A - Operational Use Cases.pptx

Use Case #1:

Call Taking with AI Driven Decision Support

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UC#1 Context: Call Taking with AI Driven Decision Support

The CAD system uses ANI/ALI information to determine the caller’s approximate location for the first responders. It also identifies potential duplicate calls created by other call takers and presents them to the current call taker for call consolidation. Additionally, the system provides guidance and updated information based on information provided by each call taker.

9-1-1 CFS are handled via the Vesta/Viper 9-1-1 system.

ANI/ALI is transferred into the current CAD and the Call Taker manages the call from there using CAD.

A protocol tool exists for Fire-EMS calls, but no structured or formal guidance or similar scripting tools exist for Police-related calls.

EMS call is transferred via CAD-to-CAD to an external PSAP for EMS agency standby status.

Based upon ANI/ALI information and GEO location multiple jurisdictions may be part of the primary response and based upon exigent circumstances the closest unit.

The shift supervisor utilizes verbal radio communication to identify the location of responding units in an attempt to position them to facilitate containment best.

Current mapping configuration with command/vehicle does not provide multijurisdictional oversight of responding resources.

Data quality is inconsistent and difficult to extract across different systems, complicating coordinated response efforts and reporting compliance.

The current system lacks the ability to recommend consolidation of duplicate calls resulting in a manual process. The Vendors demonstrate the range of decision support capabilities available out-of-the-box from their proposed CAD solutions.

The Vendors demonstrate how their CAD solutions can promote user experience efficiencies, more appropriate/informed decision-making, a reduction in the risk of human error, and other potential operational benefits.

Facilitate the call prioritization of emergency response, ensuring critical situations receive immediate attention.

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UC#1 Definitions: Call Taking with AI Driven Decision Support

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UC#1 Workflow: Call Taking with AI Driven Decision Support

1.

Call Taker receives 9-1-1 CFS and creates CAD incident.

Start End 2.

CT enters name, location and event type 3.

CAD algorithm(s) provide guidance based on data entered.

4.

CT enters additional relevant information 5.

CAD algorithm(s) provides situational awareness / safety information based on data entered.

6.

CT determines appropriate response 8.

Call Taker sends Dispatch request for appropriate resources 7.

CAD algorithm(s) provide dispatch recommendations based on multiple inputs and parameters.

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Use Case #2:

CAD-to-CAD

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UC#2 Context: CAD-to-CAD

Call Taker 2 in PSAP 2 picks up the CAD request from PSAP 1 and starts reviewing the information presented. Based on the information provided in the CAD record, PSAP 2 assigns Police resources to intercept the stolen vehicle along several major roadways where it may be headed While the incident is being managed, Call Taker 1 and Call Taker 2 are both entering updates and comments into CAD, and they can read and respond to each other’s entries. A CAD-to-CAD interface exists between Cary and Apex PSAPs A CAD-to-CAD interface exist between Cary PSAP and Raleigh-Wake PSAP A CAD-to-MDC and CAD-to-Static Display configuration exist for Police and Fire Resources

Current CAD system Supports CAD-to-CAD using data-sharing mechanisms and APIs not a reliable fluid integration.

The primary connection to the Raleigh/Wake CAD is no longer functioning optimally. A data hub has been established that lacks reliability. With system updates the bridge/hub becomes unstable and sometimes inoperable at times.

CAD-to-MDC Latency in Real-Time Updates of AVL Turn-by-Turn navigation creates operational delays for first responders. In certain scenarios, the CAD system can automatically send dispatch requests to neighboring PSAPs depending on the information captured.

In other scenarios, the CAD makes recommendations to send dispatch requests to neighboring PSAPs, but the decision is left to the CAD user, and the action is triggered explicitly by the CAD user.

CAD users can quickly and easily see the information entered into the CAD by other CAD users inside their own PSAP and the partner PSAPs without being overwhelmed or distracted by what is presented to them.

CAD-to-CAD transfer should be fast, reliable, secure and maintain a consistent compatible format, allowing for additional interfaces to be added as required.

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UC#2 Definitions: CAD-to-CAD

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UC#2 Workflow: CAD-to-CAD

PSAP 2

1.

Call Taker 1 receives 9-1-1 CFS and creates CAD incident.

Start End 2.

CT1 captures name, location and event type 3.

CAD algorithm(s) provide guidance based on data entered.

4.

CT1 determines appropriate response and assigns appropriate resources.

9.

CT1 reviews information flagged from PSAP 2 and takes appropriate action.

6.

CT2 reviews dispatch request and assigns appropriate resources.

7.

CT2 captures additional information and flags / notifies relevant information for PSAP 1’s attention.

PSAP 2 continues to manage the incident on their side… 5.* CAD automatically sends CFS to PSAP 2 based on data captured by PSAP 1.

8.

CAD facilitates data sharing / updates between PSAPs

* The scenario as written assumes CAD automatically sends a dispatch request to PSAP 2, but the manual decision is also valid and required.

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Use Case #3:

Environmental Mapping

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UC#3 Context: Environmental Mapping

Call Taker/Dispatcher 1 (PSAP 1) captures the information and determines that Raleigh Wake 9-1-1/Wake EMS, and the fire departments of Cary, Morrisville, and Apex Fire should be notified of the incident. Additionally, local Police and Emergency Management should be dispatched to the scene.

Call Taker/Dispatcher 1 begins dispatching police units to the scene and placing the call-in queue for Fire Dispatcher 1 (PSAP 1). Fire Dispatch manually selects predefined units to respond and dispatches accordingly.

Call Taker 2 (PSAP2) picks up the CAD request from PSAP 1 and starts reviewing the information presented. PSAP 2 assigns EMS resources to standby with established incident command. Capabilities that ensure that updates to roads, highways, and transportation by local conditions (i.e., thunderstorms) are taken into account and processed efficiently into the mapping functionality of the system are lacking.

Capabilities that ensure weather capabilities can be viewed and utilized to project for contaminant dispersion and site and risk assessments are unavailable to response units.

Capability to provide incident command and control to be able to see all responding units tied to a specific events is limited.

Capability to provide timely turn-by-turn navigation to incidents and alternative routing if the recommended route has construction or obstructions that restrict access.

Users report that mapping is not in real-time, and they must reroute depending on local conditions or environmental changes.

This is especially prevalent for users in rural areas of the impacted jurisdiction and could create officer and public safety risks.

Restricted capabilities to alter nature codes for optimal resource responses Future systems should incorporate real-time environmental impacts and should feed that information into the routing information for users.

Interface with third-party mapping tools such as Waze or Google Maps.

Predefined incident based Dynamic dispatching capabilities.

Capability to provide based on a delineated polygon on a map identifying each of the structures within a given area. (providing detailed information about Residential, Occupied, Commercial, and Suppressed Infrastructure) by clicking on or querying the address.

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UC#3 Definitions: Environmental Mapping

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UC#3 Workflow: Environmental Mapping

CAD Users Mobile CAD Users

1.

Supervisor is made aware of a chemical spill on Highway 54 and both directions are affected.

Start End 2.

Supervisor configures / adjusts routing attributes to reflect the road closure 6.

CAD makes appropriate changes to the map / relevant objects & system parameters

* The scenario as written assumes CAD automatically sends a dispatch request to PSAP 2, but the manual decision is also valid and required.

Start 4.

9-1-1 CFS is received by a CAD User with the associated ANI/ALI data Start 3.

Location / Environmental Update is received via a 3rd party system interface.

5.

CAD User captures relevant incident information from the Caller 7.

CAD provides appropriate unit recommendations 8.

CAD User receives location-based unit recommendations 9.

Mobile CAD User(s) received dispatch assignment 11.

Mobile CAD User(s) follow CAD routing guidance 10.

CAD provides appropriate routing guidance

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Use Case #4:

GeoFile Maintenance

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UC#4 Context: GeoFile Maintenance

A system administrator updates the shape file within the ESRI ArcGIS server with the current data and a manual upload of the mapping is pushed to each of the MDC (Mobile Data Computers) creating a static map within each unit.

Map updates are provided by the Utilities/GIS staff and are routinely updated monthly or as needed by the GIS Specialist in Tech Services.

Outdated maps and routes can create officer and public safety risks.

The Fire Department is unable to operationally make changes within the CAD to view and update fire hydrant serviceability in real-time.

There is an inability to establish single-lane closure in the map overlays to auto-correct routing of first responders. Future State Geofile maintenance should be streamlined to enable remote map updates or the utilization of a Map-Server to provide near-real-time map updates that take into account real-time changes to the environment.

Hydrant serviceability update capability should be accessible by the fire service and dispatch administration to ensure accurate status verification at each location is accessible and within service.

Map layer updates should be able to align with and adjust to traffic pattern restrictions, including detours and single-lane closures.

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UC#4 Definitions: GeoFile Maintenance

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UC#4 Workflow: GeoFile Maintenance

1.

GIS Utility staff collects data surrounding infrastructural and residential enhancements/ changes Start End 3.

Tech-Services GIS Admin loads the shapefile to a localized database 4.

Information from the shapefile is utilized to update each map layer utilized by divisions of public safety 5.

Information received potentially deems sporadic immediate updates needed.

6.

Updates are pushed to MDCs monthly or when critical updates are justified Updates can be driven by weather or unforeseen events… 6.

Tech Services makes the required updates as needed to GEO database.

2.

Shapefiles are uploaded to a centralized database and are provided to Tech-Services for updates

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Use Case #5:

Reporting

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UC#5 Context: Reporting

Data from RMS is not easily digestible and requires high-level of manual translation for reporting and compliance Third-party integrations are either cumbersome or unavailable, necessitating the use of separate applications due to the lack of integration

Reporting exports results in large amounts of extraneous data, which fosters the need for labor-intensive translation that is no longer relevant to compliance and reporting Customization of reports is costly with existing vendors and is not available under the current platform These manual processes put extra strain on Cary’s workforce, especially in highly critical areas Streamline report creation and minimize human error to improve efficiency and ensure accuracy with compliance and reporting metrics.

Tailored reports track resource usage and availability, ensuring that personnel and equipment are allocated effectively and efficiently Historical data from customized reports reveal trends and areas for improvement, supporting strategic forecasting, opportunities to enhance training programs, and enhancing preparedness strategies Real-time analytics enable emergency personnel to adapt strategies and resource allocation

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UC#5 Definitions: Reporting

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UC#5 Workflow: Reporting Canned Ad-Hoc Start End 2.

Select Report Type 1.

CAD Supervisor opens CAD reports tool 4.

CAD User selects and runs a Canned Report 6.

CAD performs requested Reporting function 3.

CAD User selects parameters and runs an Ad-Hoc Report Start 5.

CAD Administrator selects parameters and performs custom CAD data extract

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Use Case #6:

Quality Assurance

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UC#6 Context: Quality Assurance

The Caller reports that he can see fire moving across the roofline and spreading to several adjacent residential buildings. Given the escalating situation, the Call Taker requests support from the Supervisor.

The Supervisor provides advice to the Call Taker, advising the need to dispatch supporting Fire Crews from mutual aid partner Fire-Rescue services as well as local law enforcement resources.

The Supervisor continues to monitor the CFS and situation in the PSAP, reviewing several active related Calls for Service across the center. For major incidents, Call Takers and Dispatchers may need help from a Supervisor or other colleague within the PSAP. The CAD system is expected to provide capabilities that allow for Supervision and intra-communications center collaboration that does not interfere with or hinder the Call Takers or Dispatchers from performing their duties when handling a CFS.

Pro/QA is utilized for Fire and EMS CFS. Supervisors utilized the call recording, and the data was entered into CAD for call performance review and staff evaluations.

Pro/QA is one of the primary tools utilized to identify opportunities for training enhancements and call handling of Fire and EMS calls. Pro/QA is not utilized for Police responses.

9-1-1 CFS are handled via the Vesta/Viper 9-1-1 system and entered ingested into the current CAD system.

Some of this information is outdated, making QA reporting unreliable. These manual processes put extra strain on Cary’s workforce, especially in highly critical areas.

The CAD-to-CAD integration is inconsistent during peak times, preventing the visibility of Raleigh Wake and county units. The ability for a Supervisor to conference into the 9-1-1 phone call is indirectly relevant to the objective of the Use Case. The primary objective of this UC is to understand the CAD system’s Supervisory capabilities.

Allow real-time monitoring of incidents, resource allocation, and personnel performance.

Continuous improvement by providing detailed records and analytics for post-incident reviews and training purposes.

System playback capability for evaluation and evaluation of call handling process.

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UC#6 Definitions: Quality Assurance

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UC#6 Workflow: Quality Assurance

Supervisor

1.

Call Taker receives 9-1-1 CFS and creates CAD incident.

Start End 2.

CT captures name, location and event type 3.

CAD algorithm(s) provide guidance based on data entered.

4.

CT determines severity of incident requires Supervisor attention.

9.

CT1 is presented with the Supervisor advice (non-verbal) and continues with the incident.

6.

Supervisor joins 9-1-1 call and is able to view CAD incident.

7.

Supervisor provides appropriate advice to the Call Taker.

5.

Notification for Supervisor support sent to appropriate CAD user.

8.

CAD facilitates appropriate advice provided through the system (non-verbal*).

* Phone System / Telephony monitoring is indirectly relevant to the objective of the Use Case. The primary objective is understanding the CAD system Supervisory capabilities.

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Use Case #7:

User Interface Configuration

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UC#7 Context: User Interface Configuration

The CAD Administrator uses the system’s configuration tool to make the necessary changes / enhancements to the CAD system in a development or other non-production environment.

The CAD Administrator tests the enhancements before then publishing the changes to the production CAD environment. The current user interface configurations are limited due to the current software platform version and roadmap.

The current vendor is responsible for upgrades, integrations, and enhancements to the existing environment.

The current CAD system lacks the functionality to easily integrate with various platforms essential for daily operations, creating additional workloads for staff who must toggle between multiple independent applications for call confirmation and dispatching execution.

The current system has a CJIS interface integration that populates CJIS return information into the call summary.

Changes to the user interface need to be performed primarily by the current CAD Vendor through a formal and lengthy change control process.

The current CAD is generally considered to be very inflexible in terms of its ability to be changed or enhanced.

Current CAD interface restrictions prohibit integration into multiple software solutions, requiring multiple applications to complete the dispatch process. A Town of Cary CAD Administrator or other appropriate authorized user can make changes to the CAD system relatively quickly in a controlled, safe, and risk-averse way.

A replicated production environment enables User Acceptance Testing (UAT), patching, and testing separate from the live system, ensuring validation of expected outcomes before deployment into production.

The proposing CAD vendors can demonstrate other enhancements, such as changes to process/application workflow or other UI elements.

System integration with existing systems or providing options to replace multiple web-based solutions that are needed to enhance operations and effectively complete the dispatch process.

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UC#7 Definitions: User Interface Configuration

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UC#7 Workflow: User Interface Configuration

CAD Users

1.

CAD Admin opens configuration tool Start 2.

CAD Admin makes appropriate enhancements in development environment 3.

CAD enhancements applied in Dev/Test.

4.

CAD Admin tests enhancements 5.

CAD tests executed in Dev/Test.

6.

Testing Passed / Complete?

7.

CAD Admin deploys enhancements to production.

8.

CAD enhancements promoted to Production.

End 9.

Enhancements available for Live use by CAD Users.

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