When James Thomas was named Comtech’s Vice President of Government Affairs earlier this month, it marked “an exciting opportunity to help Comtech shape important policies that positively impact our customers and the world,” James explained.

Hiring James Thomas represents an important milestone for Comtech in the company’s growth trajectory. With Thomas now onboard, Comtech adds an experienced “voice in the room” at an important time, as the company’s breakthrough technologies are playing an increasingly pivotal role in connectivity solutions that are changing, saving, and improving lives across the globe.

“Navigating today’s political and policy environment is both challenging and fulfilling,” said James, who has worked most of his nearly 20-year career educating lawmakers and advocating for a wide range of policies in Washington, DC ranging from international trade issues to space and emerging satellite communications and sensor technologies that will be of particular benefit to Comtech as the company presses forward with core campaigns to transform technology, national security, and connectivity landscapes across the globe.

His vast expertise has been honed by a mix of experience in Congress, the Executive Branch during two Presidential administrations, the Department of Defense, and most recently in the private sector. Prior to joining Comtech, Thomas was the director of government affairs for national security programs at Leidos, fulfilling what he calls his trifecta of expertise in two branches of government and the corporate world.

“I’ve gained invaluable experience in the legislative and executive branches of government, as well as the private sector. I’m privileged to be in this role at Comtech, to be able to share with key decision makers in Washington the incredible breakthroughs and innovative work being done by our team,” James noted. “Technology trajectories today are creating an increasingly complex environment that call for equally sophisticated terrestrial and satellite-based solutions to make life safer for our communities, our warfighters, and the world.”

“With nearly two decades navigating the political and policy intricacies of Washington, James brings a vast array of experience to the Comtech team,” said John Ratigan, Interim CEO of Comtech. “We’re excited to welcome this Marine Corps veteran to share Comtech’s vision and secured communications capabilities with policymakers and government customers.”

Always Been About Service and Giving Back

James went to the University of Dayton in 2000 with the goal of becoming an attorney. His life’s gameplan changed in an instant on September 11, 2001, his sophomore year in college.

“I had an immediate calling to serve, so I put school on hold and joined the Marine Corps Reserves,” James recalls. “I was called up in 2003 and deployed to Iraq. When I returned to finish up my courses, it was a big election year, and a professor helped line me up with an internship with the Presidential campaign in Ohio, a major battleground state at the time.”

It was a taste of things to come suddenly put on hold, as Thomas was deployed to Iraq again in 2005. Shortly after his return home, James got a call from the White House with an offer for a job as a junior staffer. “It was an amazing experience,” James said. “But it wasn’t long before I joined the Commerce Department and started learning about the political process and understanding the impact legislators and committees have on the economy, business, and trade agreements. I was fascinated by it.”

In 2009, James joined the team supporting Congressman Duncan Hunter, a freshman legislator at the time and a fellow Marine and Iraq War veteran. Six years later, he jumped into the private sector with the National Defense Industrial Association, a trade group that counts Comtech as a member, where he was the chief representative before members of Congress and staff on policy matters impacting the defense industry.

His next stop was the Pentagon, where he served in several positions in the Department of Defense, most notably as a Senior Advisor to the Secretary and Undersecretary of the Air Force, and later as the Deputy Assistant Secretary of Defense for Senate Affairs. In this capacity, James was a senior advisor to the Secretary of Defense and Deputy Secretary of Defense, responsible for advocating the Department’s policies, strategies, and annual budget to the United States Congress as well as managing the Senate confirmation process for senior Department leadership positions to include the Secretary and Deputy Secretary of Defense.

James has countless career highlights but includes his work to help get the Senate onboard to pass legislation that would ultimately create the Space Force among his top accomplishments. “That was such a unique experience, having a small part in the creation of a military service branch. And now the Space Force is a beneficiary of our comprehensive satellite ground station technologies.”

Hitting the Ground Running

Fresh off a four-year stint with Leidos, where he managed government affairs through a company reorganization and leadership change, James is already hard at work in the nation’s capital generating awareness around Comtech’s accomplishments and future roadmaps.

“Over the next 90 days, the focus will be on thoroughly understanding the core competencies and capabilities of the company and deploying best practices for re-invigorating a Comtech political action committee (PAC) and government affairs function,” James outlined. “We will ensure that the key lawmakers know the capabilities that Comtech brings to important commercial and government markets – from bridging the digital divide to empowering emergency services and warfighters with unprecedented connectivity.”

James points to Comtech’s groundbreaking connectivity solutions and technologies as one of several key factors in his decision to join the company. “For me, it’s always been about service and giving back, and I’m looking forward thinking out of the box with the Comtech team and solving the problems and challenges out there – for communities and our armed forces.”

He sees it as an obligation to ensure there’s adequate funding to enable warfighters to do their job effectively and as safely as possible. “The battlefield is constantly adapting and changing, and Comtech is consistently demonstrating the ability to provide new innovations that deliver an edge to U.S. and allied forces,” James explained. “A top priority will be showcasing our success stories and evolving requirements with legislators and policymakers who are considering bills and appropriations at a time when there’s a lot of pressure on the defense budget.”

James Thomas lives in Northern Virginia, a short drive from the Washington, DC corridor that has had such an impact on his life and career. “Washington has afforded me some incredible opportunities, and I’m looking forward to my best one yet at Comtech. I’ll be gleaning important insights from teams across Comtech and representing our people and breakthroughs on the Hill, where ultimately the rubber meets the road when it comes to gaining visibility and funding for our customers, partners, and game-changing solutions.”

Forward-Looking Statements

Certain information in this blog post contains statements that are forward-looking in nature and involve certain significant risks and uncertainties. Actual results and performance could differ materially from such forward-looking information. The Company’s Securities and Exchange Commission filings identify many such risks and uncertainties. Any forward-looking information in this blog article is qualified in its entirety by the risks and uncertainties described in such Securities and Exchange Commission filings.

Canada is currently undergoing a national, federally mandated migration from legacy systems to NG911 by March 2025 and Strathcona is the one of counties leading the way at this level, which includes all PSAPs serviced by the country’s Emergency Services IP Network (ESInet) providers. Comtech has effectively put itself at the forefront of this critical modernization effort, establishing a competitive foothold as more PSAPs in each province migrate to NG911 to meet the forthcoming deadline. 

The NG911 system in Strathcona County will also allow first responders to better assess and react to emergencies with the added layer of multimedia—such as video and image sharing—as well as get to those in need much faster with precise location accuracy, removing costly delays and guesswork that can negatively impact a response to an emergency.

“We are excited to bring the Comtech NG911 solution into Canada,” said Aaron King, General Manager of the Comtech Solacom Technologies (CST) division. “This partnership with Strathcona County creates a gateway for Comtech to provide additional NG911 support across Canada as it pursues its country-wide migration. It also puts us in a position to layer in additional, crucial services such as cybersecurity and data analytics.”

According to Aaron, this is another prime example of Comtech’s commitment to Public Safety and further demonstrates our ability to leverage the company’s complete communications expertise as an end-to-end solutions and services partner—pushing the limits of innovation to find a better way for our customers and the end users of our technologies. 

Perhaps most importantly, this partnership reinforces a significant truth, Comtech is a proven public safety technology leader at the forefront of bringing PSAPs and government agencies into the next generation of emergency services. To that end, Comtech is currently working with ESInet providers across Canada to achieve similar results – with Strathcona County serving as a north star for future site migrations.

In the United States, many public safety organizations are also implementing Comtech’s NG911 technologies and services. The Commonwealth of Pennsylvania is just one more example of Comtech’s proven leadership in partnering with our customers to implement successful NG911 deployments. In Pennsylvania, Comtech has been working with the state’s emergency management agency to deploy NG911 services across the state. In less than two years, Comtech has helped the state complete deployments in 75% of all counties across the state to provide residents with some of the world’s most cutting-edge emergency service rapid response capabilities. This progress is not only a testament to Comtech’s proven technology leadership and differentiated expertise, but the deployment has been so successful that members of the Pennsylvania Emergency Management Agency (PEMA) recently received the Governor’s Award for Excellence, recognizing their work on the NG911 statewide deployment.

As the inevitable global upgrade of these services continues to unfold, we expect Comtech to remain highly competitive and capture even more opportunities. In addition to our NG911 solutions, Comtech also anticipates bringing new and innovative public safety and mental health technologies and services to the Canadian market. As more countries undertake similar modernization efforts, Comtech is in a great position to continue leading the charge.  

Forward-Looking Statements

Certain information in this blog post contains statements that are forward-looking in nature and involve certain significant risks and uncertainties. Actual results and performance could differ materially from such forward-looking information. The Company’s Securities and Exchange Commission filings identify many such risks and uncertainties. Any forward-looking information in this press release is qualified in its entirety by the risks and uncertainties described in such Securities and Exchange Commission filings.

For over three decades, Comtech has been one of the most trusted 911 and public safety service providers across the globe. In fact, leaders in Comtech’s Terrestrial and Wireless business like to describe the segment by saying, “we enable the most important call you will ever make.”

But what if the emergency requires a mental health specialist? Last summer, a new three-digit telephone number (988) was introduced in North America to provide immediate support and intervention in cases of suicidal behavior or substance abuse, among other mental health crises.

According to the 988 website, “When people call, text, or chat with the 988 Lifeline, they are connected to trained counselors that are part of the existing 988 Lifeline network, made up of over 200 local crisis centers. These counselors are trained to provide free and confidential emotional support and crisis counseling to people in suicidal crisis or emotional distress and connect them to resources.”

The 988 Suicide and Crisis Lifeline received more than 96,000 calls, texts and chats the week it first went live in July of 2022. And while the Suicide and Crisis Lifeline has made great progress over the last year, the service is continuing to smooth out technical glitches and improve the average time it takes a mental health counselor to answer an incoming call.

Comtech’s Chief Growth Officer, Nicole Robinson, believes Comtech can help overall emergency response operations with the integration of 988 and 911 platforms.

“988 presents an opportunity to weave the national mental health safety net of the lifeline into the fabric of the crisis care continuum,” said Nicole. “In our view, increased collaboration between 911 systems and 988 can provide more options for those facing a crisis.”

Comtech is known for its first-to-market reputation in public safety—leading the charge on the adoption of next-generation systems and technologies. As the United States makes a new push on 988 services, the company sees the potential integration of 988 and 911 as one more way it can help address some of its customers toughest public safety challenges. 

Nicole noted that integrating 988 with 911 emergency response, such as dispatching specialized mobile teams to individuals in a mental health crisis, “can help improve comprehensive services and create greater coordination of tailored care options like crisis stabilization units.”

This integration can also reduce operator burden and improve response times for 988 services. With a rapid increase in calls since 988 launched, it’s clear more people are reaching out for help with mental health emergencies, but the last year also shed light on some of the key challenges presented for the 988 Suicide and Crisis Lifeline.

According to a recent article, “Although there are marked differences in states’ and territories’ (988) call answer rates, demand has largely outpaced local call centers’ capacity to pick up the phone within a certain time frame to avoid callers being rerouted to a national network. When that happens, national operators may not be as well-equipped as their local counterparts to provide information for crisis care services near the caller.”

One example of the burden local 988 call centers are facing can be seen in Louisiana. Nearly 14% of the 5,065 988 calls made across Louisiana went unanswered by in-state counselors between April and May, according to a new analysis from health research outlet KFF.

Another key challenge for the 988 service is identifying the exact location of a caller.

“Today, 988 calls are area code dependent,” said Nicole. “When someone dials 988 from their personal cell phone, the 988-dispatch center may be able to identify the caller’s location based solely on the area code of the phone being used. This can create a significant challenge if someone experiencing a mental health crisis is traveling or using an out of state area code when a mental health professional needs to be dispatched to the scene.”

Comtech’s has over 30 years of experience integrating precise location-based services as part of its integrated call handling and public safety solutions, and the company sees broad applicability of this expertise to 988 emergency response services.

“We are in the early stages of integrating our 911 and 988 systems to explore potential location-based routing services for 988 callers,” said Nicole. “Comtech’s deployed public safety systems provide differentiated precise location-based technologies that improve the accuracy of call routing and comprehensive emergency response capabilities. We see our location-based technologies as one more way we might enhance 988 services.”

As one of the most trusted providers of public safety services and technologies, Comtech’s comprehensive emergency service systems can accelerate the adoption of next generation public safety technologies across the globe. The company’s public safety systems are designed to adapt and continuously evolve over time to meet the needs of emerging use cases, like the integration of 988. 

For more information, visit Comtech at APCO booth 729 for demonstrations and discussions on how the company is enabling the future of emergency response.

Forward Looking Statements

Certain information in this blog contains statements that are forward-looking in nature and involve certain significant risks and uncertainties. Actual results and performance could differ materially from such forward-looking information. The Company’s Securities and Exchange Commission filings identify many such risks and uncertainties. Any forward-looking information in this press release is qualified in its entirety by the risks and uncertainties described in such Securities and Exchange Commission filings.

Read on to learn more about validating and managing GIS data to secure quality map data for more efficient decisions during emergency situations.

Why Should You Validate and Manage Map Data?

Having access to ‘more’ location or situational data is not enough; it is essential to leverage your map data to derive better insights and make informed decisions. Without accurate data, responses could be delayed and resources could be sent to the wrong location, which causes communication professionals to lose confidence in the solutions they use. While you should strive to have more data points to improve accuracy, it is equally essential to have proper data validation and management processes in place. Cloud-based location mapping software produces excellent returns on investment (ROI) by utilizing quality data to generate more confident responses. Cloud-based location intelligence software has the advantage of real-time traffic and weather camera views for the most recent, accurate information when ECC staff make these crucial routing decisions. Moreover, access to the internet of things (IoT) provides multiple extra data point sources to cross-reference, whether from a wearable device or smart home object. Learn about the 4 Stages of Technology in an ECC to determine opportunities for your ECC to capitalize on information sources and location software that are available today. These additional information streams provide valuable data validation as long as ECC software efficiently displays them for easy and fast situational awareness.

For example, to enhance the quality of responses to critical and time-sensitive public safety situations, it is vital to use the available location data to identify the shortest route to the incident location so that emergency vehicles can reach the spot faster. Suppose the information used to determine the shortest route is incorrect, or the emergency personnel cannot decipher what’s on display. If that is the case, the data is not as effective as it needs to be. Actionable location intelligence encompasses four characteristics that take the quantity of data and its display for ECC responders into account. Data can only be reliable and valuable for ECCs when accurate and easily consumable.

Resources for Validating and Managing Map Data

As mentioned above, validating and managing map data should be a priority for ECCs since map data forms the foundation for emergency response decisions. To be completely confident that the map data is accurate, there are several avenues for its verification and management. Many companies have a dedicated GIS department that oversees map data maintenance and analysis. If internal resources cannot be allocated towards an in-house GIS department, third-party vendor options can employ advanced tools for ongoing map maintenance. Third-party GIS vendors can be a valuable asset to your company since they supplement your team and fill in the gaps in your data management. If you need a recommendation for a trusted open-source maps vendor, contact your Comtech representative to get started. Comtech’s vendor-agnostic intelligent location mapping software integrates with almost all GIS data sets. GIS integration capability is a top advantage since it means that you can continue with your current GIS management process (if you already have one in place), or it enables you to work with a variety of vendors of your choosing.

Get Started with Comtech Maps and Map Portal

Comtech offers innovative, feature-rich platforms with capabilities to customize contextual mapping solutions. Complete with robust applications, their powerful technology captures and displays real-time situational data to get actionable insights so emergency situations can be addressed more effectively by ECCs. Comtech’s SmartResponse provides a user interface that integrates almost any GIS data set to provide emergency personnel the ultimate situational awareness experience. The Map Editor tool allows the user to easily add or modify layers into SmartResponse without the need to touch the base GIS data set. Reach out to our team for help identifying which cloud-based location mapping software options will be compatible with your NENA i3 solution to optimize and advance your ECC.

4 Characteristics of an Actionable Location Intelligence Platform

True location intelligence consists of many elements such as real-time weather conditions, minute-by-minute traffic updates, and the availability of ECC resources like automated external defibrillators (AED) near the emergency area. Here are four characteristics that help identify whether a location intelligence platform is providing actionable insights to your ECC.

Multiple Data Points

Data accuracy is a significant challenge for ECCs and can be improved by collecting data from multiple reliable sources. Wearable technology and the IoT have created numerous data points that are available to connect with each other. These additional data points can be used to cross-reference, validate, and work with each other to build an accurate scene, especially when callers are affected by extreme stress or may not be able to convey all relevant information. For example, a cell phone signal might be able to pinpoint the location of a caller when they’re only aware of the street name. During a home invasion, a smart device can automatically alert ECCs with the address, homeowner, and building information needed to dispatch the appropriate resources. 

The opportunity to collect data from multiple sources is expanding and an actionable location intelligence platform capitalizes on the availability of the additional information. In order to deploy resources efficiently and as fast as possible, the accuracy of data is critical to minimize loss of life and property. 

Aggregation into a Single View

Not only is the accuracy of data critical, but also the amount of time it takes to collect and react to the information. Multiple data points, although beneficial for providing supplemental knowledge, could be a hindrance if not organized properly. Sorting through multiple screens only delays emergency personnel in dispatching help to callers.

An advanced location intelligence platform aggregates data into a single map view so that first responder call takers can make quick, accurate decisions. A streamlined view makes it easier to assess a situation, which reduces the amount of time it takes to respond to an emergency. Imagine a common operating picture (COP) that displays the incident location, traffic, caller information, weather, and ECC resource information in an intelligent display. It would take only one look for emergency personnel to attain situational awareness, rather than switching between many internet tabs and software platforms to gather the same amount of data. Efficiency plays an important role in an ECC’s ability to act swiftly and technology can be an asset when configured with the needs of emergency personnel in mind.

Real-Time Views

Emergency response is only as good as the data that first responder call takers use to base their decisions. A location intelligence platform not only displays multiple data points on a single screen, but continually updates as new information is available for a true COP. 

Weather and traffic conditions are two main factors that impact route selection and the time it takes for responders to reach the incident, both of which are constantly changing. Advanced ECC technology accesses live camera feeds for personnel to view the current road status and adapt routing of emergency vehicles accordingly. A fallen tree, school release times, civil unrest, or street construction are all examples that could impact travel time and the route taken. The combination of traffic, weather, and camera feeds provided to a telecommunicator will assist them in directing the first responders on the most efficient route available.

Real-time visibility ensures that emergency personnel have the accurate intelligence they need to efficiently direct resources to the right location. 

Cloud-Based

Employing cloud-based technology is becoming increasingly more common with 6 out of 10 businesses migrating to the cloud in 2020. There are many advantages to using cloud-based location intelligence solutions due to the interoperability and scalability it provides ECCs. Open application programming interfaces (APIs) allow developers to manipulate backend data and integrate applications with others. Without limitations by copyrights and patents, many opportunities exist to incorporate value-adding applications to software platforms. The programs can then freely communicate with each other and exchange information. Moreover, if location intelligence software is cloud-based, the system is easily scalable, which means there aren’t hardware upgrades to implement, on-premise servers to maintain, or restrictions on user count or storage. System updates process faster and allow for shorter deployment cycles as well. If an ECC is seeking flexible technology that evolves to meet desired capability and growth needs, a cloud-based location intelligence platform is ideal.

How to Implement an Actionable Location Intelligence Platform

Implementing an actionable location intelligence platform that equips your team with complete situational awareness depends on the current technology in place. As discussed, there are tangible benefits of sourcing from multiple data points, aggregating data into a single screen, accessing real-time views, and utilizing the cloud. It is possible that an ECC already incorporates technology that offers some or all of these qualities. Compare your facility to our Four Stages of Technology in an ECC Infographic to learn if there are opportunities to improve and how to advance your technology if deemed appropriate. ECCs moving towards a cloud solution like SmartResponse can take advantage of its intuitiveness and ease of training so telecommunicators can start using the platform immediately.

Get Started Upgrading Your ECC Technology

Ensure that your ECC is equipped with the technology it needs to perform the job at the highest level. The use of advanced location intelligence in tandem with other data points ensures your agency is more quickly providing accurate and efficient responses to incidents as they occur. Get in touch with the public safety experts at Comtech to learn how SmartResponse can improve your ECC’s efficiency.

Emergency response time requirements are more than simply meeting standards; they entail obligations to keep surrounding communities safe. It’s critical to evaluate each part of the emergency response process to ensure it runs as efficiently as possible to produce the best outcomes.

While advancements in technology have transformed the world as we know it, some emergency response systems remain outdated due to factors like cost and the reluctance to transition to a new system. Oftentimes, emergency call takers can only rely on the limited context of quick phone calls, which can significantly delay response time. Providing emergency personnel with as much relevant information as possible allows for quicker and better decisions to be made, which positively impact the community.

Learn more about the four areas that ECCs can analyze in order to improve response times.

4 Areas of Improvement for Better ECC Response Times

Data

Data drives all aspects of efficient emergency call responses in an ECC; therefore, the data received from an emergency response platform must be accurate. Inaccurate data can slow response time and hinder how emergency personnel respond to a scene, even resulting in the loss of life. If your mapping system is outdated or the information comes from limited sources, it can be difficult for emergency responders to even reach the scene. ECCs should employ location software that pulls from many data points to ensure the validity of the information received. Real-time information from DOT, weather, and traffic cameras provide emergency personnel with the knowledge they need to make informed response decisions the first time and reduce the time to respond.

Situational Awareness

A cloud-based location intelligence solution can integrate live feeds from traffic cameras and other critical data around the location of the incident so responders can avoid congested areas or other traffic problems like road closures. Does your ECC use location software that provides real-time visibility and insights so your team has total situational awareness?

Mapping systems equip ECC administrators and employees with access to an extensive map library that can be tailored to the call center’s needs. A flexible mapping solution allows administrators to manage data and customize how it is displayed from a single interface. With fewer screens, data is more manageable and you have everything you need in one view, versus trying to get the right information from multiple screens of data. Managing several displays of data takes more time to decipher and can lead to human error, which negatively impacts response times. Using common operating picture (COP) software can aggregate multiple sources of data to streamline the entire response process for faster decision-making.

You can also get access to caller information like criminal histories, past residences, and even next of kin information which is vital to officer and emergency responders’ safety. Comprehensive, smart geospatial solutions for public safety can integrate with local records so officers can see outstanding warrants on callers and adjust their response accordingly.

Speed of ECC Systems

The huge influx of non-emergency calls makes answering all emergency calls in a timely manner difficult. Many municipalities work with small budgets so hiring additional staff isn’t a realistic option, which is why all technology needs to run smoothly and quickly for optimum ECC performance.

In order to keep systems running efficiently, it’s important for ECC leaders to perform an analysis and repair places where communication breaks down. Antiquated systems are cumbersome both to run and also to determine and implement repairs since storing extensive data on the premises creates lag. On the other hand, a cloud-based system provides continuous security monitoring and seamless, fast updates. The cloud offers unlimited data storage capabilities, which will never restrict your ECC process.

Effective Planning

Effective planning by ECC managers and supervisors is critical to the ECC’s success. It’s important to identify the vital components of operational processes like IT and communication systems that are necessary to continue providing emergency services.

A crucial part of that planning involves evaluating emergency communication technology to see whether it performs against industry standards and call volume loads. Without being equipped with the proper technology, dispatchers aren’t able to make effective responses to emergencies. Network resiliency and training all staff on the software is essential to maintain service levels despite any problems that may arise. Plus, planning includes keeping up with minimum staffing levels to ensure there are enough employees to take care of call volumes. Reviewing data reports from ECC location intelligence software helps to identify trends for better resource planning.  Forecasting ECC growth also plays a factor since hardware quantity must increase as well, or, consider how cloud-based technology is easily scalable.

How to Implement a New Cloud-Based Emergency Solution

With appropriate training, ECC staff can feel confident in the data they’re receiving and the entire response process. Multiple data points, common operating picture with real-time views, and cloud-based capabilities benefit response times and ECC efficiency. In order to integrate new location software, consider the state of the current technology being used. You can compare your ECC to our 4 Stages of Technology in an ECC to identify possible areas of improvement. An experienced emergency response software provider like Comtech can also pinpoint what applications and solutions would best correlate with your structure, then facilitate implementation.

Get Started Today

SmartResponse is a cloud-based data and map solution designed for public safety professionals to give ECC’s as much information and location intelligence as possible when taking an emergency call. With an intuitive geospatial mapping display that combines information from many real-time sources, including 46,000+ DOT camera feeds, decision-making can be streamlined. Connect with the COP technology experts at Comtech to learn how SmartResponse integrates with your ECC operations. Free demos are gladly provided so you can see how situational awareness is elevated and how cloud-based technology can serve your ECC well into the future.

In this article, we’ll explore how device and human-generated data influence response times and explain the pros and cons of each data type. We’ll then explain how each falls short of providing the necessary detail level and context for optimal public safety response, plus how the two combined provide the required visibility and awareness when responding to emergencies.

Types of Device-Generated Data

Device-generated data is automatically created by any number of monitoring systems, surveillance devices, IoT sensors, and more. Some of these systems continuously monitor the local environment, while others may be consumer devices attached to their owners. For example, physical security systems come in the form of breakage detectors (e.g., glass), point of entry breach detectors, smoke/heat detectors, fall detection solutions, and panic buttons. Consumer health devices such as the Apple Health informatics mobile app — in conjunction with health monitoring devices such as the Apple Watch — can also provide critical health data for contextualizing response efforts.

Other common device-generated data sources include:

• Emergency SOS apps: These features allow Apple & Android users to contact emergency services with the press of a button, either passively or actively. They can also work with other device applications to share medical information, notify emergency contacts, and other critical information about the individual.
• Gunshot detection: These systems are deployed in high-risk environments and provide location and timestamp data when gunshots are detected.
• Vehicle telematics systems: Because today’s vehicles are highly connected, data regarding occupant/passenger safety, airbag deployment status, speed, and any crashes/collisions is automatically generated and can be used in emergency response scenarios.
• Traffic/weather cameras: Signaling devices positioned strategically in the environment can provide critical data regarding traffic volume/density, pedestrian activity, and current weather conditions.

How does that device-generated data meet or fall short of ECC needs? 

Device-generated data often lacks complete information, may be generated from multiple sources around the same incident, and location data is not always provided with the notification. Organizing and determining what information is applicable can be time-consuming and difficult to share with others. Aggregating these data feeds into a common operational picture (COP) while using AI/ML helps determine what data is applicable and how it is displayed, whether automatically, manually, and for what purpose. The combination of multiple data sources in this manner equips professionals with the applicable information needed to provide the appropriate response to requests for emergency services.

Device data from legacy systems versus cloud-based data

Since legacy systems are typically siloed, users must access multiple systems and competing user interfaces to create a unified assessment of a situation; any useful patterns in the disparate data must be discovered manually by the operator. In contrast, cloud-based systems use application programming interfaces (APIs) to consume many data types (like calls, texts, and video) from multiple sources, automating when/how emergency data and analytics are interpreted and displayed in real-time.

Types of Human-Generated Data

Traditionally, alerts and requests for assistance to the ECCs are generated via manual efforts — either by the person requiring help or a third-party individual. For example, this could be someone dialing 911 on their mobile device or sending a text message. Real-time text (RTT) has also emerged recently as another manual alternative for requesting assistance; using RTT, a text is sent immediately to the recipient (i.e., the ECC) without having to press “send.” Using IP-based networking technology, the ECC recipient can view the message as it’s being typed.

In any of these cases, the process behind the creation of human-generated data is the same: information regarding the situation is passed from caller to responder, the incident/caller’s location is confirmed verbally, and in some cases, a picture or video may be shared by the caller via a data connection.

How does human-generated data meet or fall short of ECC needs?

Since most calls are made via wireless devices, poor connection quality (e.g., dropped calls, unclear audio) poses challenges to voice-based emergency response efforts. Additionally, callers may not be able to communicate information clearly due to physical limitations (such as when under duress or due to language barriers).

How Both Data Types Work Together to Benefit ECC Responses

Without additional data sources, emergency response professionals must rely on callers to communicate the situation on the ground, as well as know what questions to ask and when. By integrating multiple data sources with the caller’s voice communications, ECCs can equip their professionals with the necessary insights to ask additional questions that the caller did not realize was relevant or needed. Device-generated information can act as a safeguard against erroneous human information when someone is under duress or doesn’t know something. First responders are also better equipped with the situational awareness necessary to provide optimal assistance when arriving on the scene.

Comtech SmartReponse Improves ECC Device and Human Data Insights

Comtech’s SmartResponse is a cloud-native solution that provides emergency responders access to multiple data types in a single user interface. The platform is data source agnostic, accepting inputs from call handling platforms, CAD systems, or other third-party solutions. Flexible map views with dual displays can be changed and manipulated easily, and emergency management staff can view incidents on a wide scale to gain a holistic view of events as they unfold.

ECCs require both contextual device data as well as human-generated data from voice communications to serve the community best and properly handle emergency situations. Contact our team of incident management software experts to find out how your ECC’s voice and device-generated data can be integrated for more timely, streamlined emergency response efforts.

Contact Comtech today to find out how your organization can partner with us enhance your public safety initiatives.

Constructing situational awareness requires a suite of technologies to fully exploit the assets in the field in real-time. In simple terms, this concept is called the Common Operational Picture (COP).

Industry Requirement Use Case: Public Safety

The time between alert and action, for example, between the moment a citizen dials 9-1-1 and the moment a first responder is dispatched to the scene cannot be treated as a matter of convenience. To ensure a rapid and efficient response, public safety officials need easy access to relevant information, and the ability to visualize it and to make informed decisions accordingly.

From AI-enabled cars to IoT devices, recent years have seen a flood of innovation in connectivity, resulting in massive amounts of data. In addition to the location of the caller, public safety officials can now harness additional data to increase their efficiency and quality of response. However, with increased data there is an obvious challenge of turning the information into action, for example, combing through gigabytes of raw data from Department of Transportation (DoT) cameras and turning it into actionable intelligence.

Situational awareness for public safety means having full, real-time visibility of the physical environment of the incident by connecting and integrating both human and device-generated data to form a robust COP.

Salient Technologies Impacting Public Safety

Through advanced software and hardware, COP technology brings together disparate data streams. While the sources of this data differ from one industry to the next, they are all essentially designed for the same purpose — delivering actionable intelligence in real-time to improve organizational decision-making. There are 6 key components for a robust COP:

1. Location Services: Positioning technologies provide information detailing the physical whereabouts and tracking of both humans and machines.
2. Maps: Tools representing a physical area of indoor or outdoor topology. These are key to provide context and additional information related to the location of interest; for example, for a fire situation, highlighting the location of fire hydrants near the incident. Maps can also be supplemented with explanatory notes and additional information.
3. Machine data: Devices such as cameras or sensors that collect and transmit data to provide additional insights.
4. Public data: Additional data sources can provide details such as “Person of Interest” information, social media content, or public health records to assist public safety officials to target specific needs of citizens.
5. GIS Data Management: Management of spatial and non-spatial data in specific datasets to provide efficient multi-user access to such data. Typical datasets could be topologies, utility networks, and the like.
6. Analytics: Process to cleanse, transform and model data both from history and real-time to perform or assist on tasks that generally require human intelligence.

Comtech’s Emergency Suite

Comtech’s Emergency Suite aggregates and integrates location, camera feeds, real-time weather, traffic, data analytics, resource tracking, social media inputs, records information and more into a single, intuitive interface with layered geospatial mapping.

Consider the scenario of a multi-vehicle collision on a highway. A Public Safety Answering Point (PSAP) equipped with Emergency Suite will not only be able to receive the 9-1-1 call and display the caller’s location on a layered map with any suitable GIS data, but also lace a geofence around the location and access the DoT cameras obtaining the live feed. In addition to noting the number of vehicles in the collision, the PSAP will also be able to determine any extraordinary needs such as the presence of a HAZMAT vehicle, thereby providing a response customized to the situation. In addition, live traffic and weather conditions enhance the awareness of the first responders.

Emergency Suite enables access to a plethora of information from public records, social media, etc., to further enhance the experience and development of efficient, optimized public safety responses.

COPs will continue to evolve with the proliferation of newer technologies for public safety and law enforcement agencies. For such operations, decision-makers tasked with optimizing internal business processes, neutralizing threats, and safeguarding assets, must invest in a solution capable of delivering the level of situational awareness needed to make well-informed, competitive decisions.

If your organization is interested in learning more about Comtech’s Emergency Suite, contact us today to schedule a demonstration of the platform. 

One approach could be to build specific networks for specific needs which, however, could mean high network costs (both CAPEX and OPEX) and would demand a certain minimum number of clients to justify the business model.  With “Network Slicing,” 5G is geared to solve this problem by enabling the Mobile Network Operators (MNOs) to design and operate multiple dedicated logical networks over a common platform.

Industry Requirement Use Case: Public Safety

The concept of having a customized network for a specific use case was first realized within Public Safety. In the United States, the First Responder Network Authority (FirstNet) was created as part of the Middle-Class Tax Relief and Job Creation Act (Public Law 112–96), which was signed into law on February 22, 2012.  The law allocated 20 megahertz of spectrum and $7 billion to establish a broadband network dedicated to the nation’s First Responders, and gave FirstNet the mandate to build, operate and maintain that network.

The initial objective of FirstNet was to have a dedicated network for First Responders to communicate during a crisis, especially when the existing commercial networks were overwhelmed with high volume traffic. Since then, the number of subscribers, data traffic needs and use cases has increased and evolved, which has continuously put pressure on FirstNet to not only increase the capacity, but also to evolve its product offerings.

The advent of Internet of Things (IoT) brings in a huge advantage to First Responders. Data from devices and sensors will provide better situational awareness and Responders will be able to act faster and more efficiently.

The High Capacity, Low Latency 5G network will not only provide the incremental advances to Public Safety applications with IoT-based situational awareness, but also enable the MNO ecosystem to quickly deploy dedicated “Emergency Slices” within and outside of FirstNet, as needed. 5G capabilities will improve the ability of First Responders to render help both to citizens and other First Responders in the area under distress:

In order to quickly deploy a customized “Emergency Slice” to realize such use cases as depicted in Figure 1, MNOs will need to dedicate and/or share resources, for example, in terms of processing power, storage and bandwidth and that has isolation from the other network slices.

Planning Considerations for MNOs

From an implementation perspective, MNOs could deploy a single “slice” (for example, an IoT-only slice) for multiple industry verticals (for example, Public Safety, Automotive, Manufacturing), and also bundle different slices (such as IoT, Broadband, Low Latency) to provide an end-to-end functionality to one specific vertical.

Each of these slices have specific attributes (latency, throughput etc.) associated with the performance of that specific and logical part of the network. As a first order of task, MNOs can create slice templates which can define the network interconnections, configurations which can deliver a certain performance, as defined by Third Generation Partnership Project (3GPP TS 28.531).

These slice templates are mostly generic and enable the MNOs to quickly create a specific service. Thus, there could be only three specific slices across every MNO as shown in Figure 2. For vertical industry requirements however, for example, Public Safety, there are further tasks involved. The use case (as shown in Figure 1) will guide the MNOs to create the concept of a “Private Slice” or in this case a “Public Safety Slice.”

A slice template (Low Latency slice, or Broadband slice) with specific performance required for a use case combined with one of more different slice(s) will enable the fulfillment of “Public Safety Slice.”

An adoption of a Public Safety Slice rather than building dedicated networks not only saves cost, but also provides flexibility and options for Public Safety customers. Though Network slicing is scheduled to be standardized in Release 16 of 3GPP (scheduled in June 2020), yet MNOs can start to plan use cases like enhanced Public Safety right away.

Today’s model of MVNO (Mobile Virtual Network Operator) will be disrupted with Network Slicing; Enterprise customers can be offered a network as a slice with some guaranteed SLAs. The concept of “Public Safety Slice-as-a-Service” offered to counties, cities, etc., custom tailored to their specific needs, is very much within the horizon.

Challenges & Conclusion

The 5G network is the first generation of mobile network on the cloud. The concept of “Public Safety Slice-as-a-Service” is business oriented instead of technology oriented, while promising the seamless mapping of a public safety use case to functionalities, topologies, and policies of the specific logical part of the network.

There will be challenges around mapping the NFV architecture to specific slice preparation (Figure 3) for implementing such custom service models.

From an operational perspective, a Public Safety Slice will have one or more Network slice(s) which will need to be configured, monitored, and controlled. There could be instances where the Public Safety customer might need an Application Programming Interface (API) from the MNO to control the network service.

Operations Support Systems/Business Support Systems (OSS/BSS) will play an enhanced role towards the success of Network Slicing. Closed loop automation of the slice from design to deployment to assurance will be key from the OSS standpoint. Dynamic charging and billing, dynamic fulfillment across varied SLAs and pricing models will have to be managed by BSS.

In the 5G era, there is a clear merge of the operations domain and the business domain, allowing MNOs to evolve beyond that of connectivity providers, by offering customized network slices for vertical industries, such as Public Safety.