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 4

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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. Agensi Penguatkuasa

Maritim 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
 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
999 RC KL and Melaka Sarawak
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 JBPM KKM JPAM APMM
The dispatch unit
• Arrive at scene,
• Analyze situation (environment
& victims)
• Proceed based on SOP

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 Answer call Salutation
1 Apply call taking procedure
“Kecemasan, Boleh saya bantu?”

“What is the emergency?

Assess
2 Type Of Calls “Where is the incident taking place?”
The Call Decision on type of calls “What is your name?” option
“Is this your contact number?” option

Create Event Codes

Call Card 3
14 Event Codes Apply call card creating procedure

Send Transfer Single or Multiple ESP Apply call card (data) transferring procedure
Call Card Caller 4 Refer to Event Codes Apply call (voice) transferring procedure

Monitor The Call 5 Ensure Call Establishment

End the call 6 Closed The Calls

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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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25/03/2012 25/04/2012 % % Jenis Panggilan

Perkara
SISTEM MERS SISTEM MERS Peningkat (Apr '12)
an/
Penurunan
Jumlah panggilan diterima 1,939,664 2,066,293 6.53% 100.00%
Jumlah panggilan kecemasan 38,459 40,667 5.74% 1.97%
Jumlah panggilan "Non-Emergency Call/Others" 37,391 39,608 5.93% 1.92%
Jumlah panggilan palsu 229,350 254,487 10.96% 12.32%
Jumlah panggilan senyap 1,206,410 1,279,011 6.02% 61.90%
Jumlah panggilan diputuskan oleh pemanggil 427,675 452,091 5.71% 21.88%
Jumlah panggilan "Test Call" 379 429 13.19% 0.02%
Agihan Panggilan Kecemasan
Jumlah panggilan kecemasan disalurkan ke:
Jumlah panggilan kecemasan disalurkan ke PDRM 12,158 13,016 7.06% 32.01%
Jumlah panggilan kecemasan disalurkan ke JBPM 5,182 5,117 -1.25% 12.58%
Jumlah panggilan kecemasan disalurkan ke KKM 16,692 17,671 5.87% 43.45%
Jumlah panggilan kecemasan disalurkan ke JPAM 4,405 4,830 9.65% 11.88%
Jumlah panggilan kecemasan disalurkan ke Private Service 22 33 50.00% 0.08%
Private Service
JPAM 33 (0.08%)
4,830 (11.88%)

PDRM
13,016
(32.01%)

KKM 17,671
(43.45%)
JBPM
16 5,117 (12.58%)
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Source: MERS 999 General Operational Concept document

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INCIDENT CALL CARD + CALLER VOICE COPY CALL CARD NOTE

1 Perubatan (Medical) HOSPITAL - -

2 Jenayah (Crime) POLIS - -

3 Kebakaran (Fire) BOMBA POLIS -
4 Kemalangan (Accident) POLIS - Kuala Lumpur: Polis Trafik KL
5 Kemalangan + Mangsa HOSPITAL POLIS -
(Accident + Victim)
6 Kemalangan + HAZMAT BOMBA POLIS -
(Accident + Hazmat)
7 Bantuan Kemanusiaan (Humanitarian Service) JPAM - -

8 Mencari & Menyelamat BOMBA POLIS -

(Search & Rescue)
9 Panggilan Senyap (Silent Call) RC - ‘Suspicious silent’ hantar ke POLIS

10 Panggilan Terputus (Drop Call) RC - ‘Suspicious drop’ hantar ke POLIS

11 Bantuan Khas (Special Service) BOMBA - -

12 Perkhidmatan Persendirian Ambulan / Hospital Swasta - -
(Private Service)
13 Penguatkuasaan di Laut APMM PDRM -

14 Kecemasan di Laut APMM PDRM, JBPM, KKM, -

JPAM 18
 Computer Aided
Dispatch GIS (2D & 3D Panoramic Street
Computer Telephony Level View Imagery Map)
Interface (CTI)

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

PDRM layer JBPM layer

Agencies boundary layer Agencies boundary layer
Agencies POI layer Agencies POI layer
Fire hydrant layer
KKM layer
Agencies boundary layer JPAM layer
Agencies POI 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 JBPM Boundary

PDRM Boundary

JPAM Boundary
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 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.
• Tomatch 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.
 Also displays on the digital map the location
of the caller to the nearest base stations.
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 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 38
Bungalow lots
No Function Existing CAD Enhanced CAD Description
1 Mobile CAD Standard Static MCAD Evaluative Vehicle MCAD Routing function from an external
GUI GUI Service
2 MCAD Routing 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
3 Request Request Same CAD-Station The complete Patient information in the
module Historic Ambulance, from the CAD.
4 Patient N/A Complete Patient
Information 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
3D 360 with MERS 999
AR Map system

IPD Putrajaya with

MERS 999 system

3D 360 • Integration with 176 CCTVs throughout Putrajaya

AR Map • 878 KM 3D 360 Panoramic Street Level Image
capturing
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2) CCTV display selected 3D AR
by PED 3) 3D AR Map at
CCTV the incident
location.

1) PED can choose the

CCTV display.

4) CCTV List

5) CCTV Control Panel. 6) Emergency

Information

7) Active Call
Cards

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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 3) 2D Map
Map at the
2D Map incident
CCTV 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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Use X & Y coordinates from the

MERS 999 Map systeemto trigger
Emergency call received and recorded by
999 RC and sent to Cyberjaya
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 AWAYMESSAGE…
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
arozinah@tm.com.my

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