Scaling 911 Messaging for Emergency Operation Centers 300 Long Paper -Practitioner Cases and Practitioner

ABSTRACT In this paper we imagine that one day soon, mass crisis events will result in thousands of people trying to get emergency help multiple via multiple mediums. Public Access Service Points and 911 Centers will not be able to meet the demand of text-message calls for help during a large scale disaster. While 911 dispatchers will need to respond directly to each individual text message, we present the development and testing of a system that aims to provide this data, in real-time, directly to emergency managers during a large-scale crisis. The system is designed to accept, sort, triage and deliver hundreds of direct text messages from the PSAP and provide them directly to emergency management staff, who can leverage their content. In the hands of the emergency manager, these data can be used to inform resource allocation decisions, enhance their operational situational awareness, and potentially improve the response to the crisis

Developing a Framework for Stigmergic Human Collaboration with Technology Tools: Cases in Emergency Response

Information and Communications Technologies (ICTs), particularly social media and geographic information systems (GIS), have become a transformational force in emergency response. Social media enables ad hoc collaboration, providing timely, useful information dissemination and sharing, and helping to overcome limitations of time and place. Geographic information systems increase the level of situation awareness, serving geospatial data using interactive maps, animations, and computer generated imagery derived from sophisticated global remote sensing systems. Digital workspaces bring these technologies together and contribute to meeting ad hoc and formal emergency response challenges through their affordances of situation awareness and mass collaboration. Distributed ICTs that enable ad hoc emergency response via digital workspaces have arguably made traditional top-down system deployments less relevant in certain situations, including emergency response (Merrill, 2009; Heylighen, 2007a, b). Heylighen (2014, 2007a, b) theorizes that human cognitive stigmergy explains some self-organizing characteristics of ad hoc systems. Elliott (2007) identifies cognitive stigmergy as a factor in mass collaborations supported by digital workspaces. Stigmergy, a term from biology, refers to the phenomenon of self-organizing systems with agents that coordinate via perceived changes in the environment rather than direct communication. In the present research, ad hoc emergency response is examined through the lens of human cognitive stigmergy. The basic assertion is that ICTs and stigmergy together make possible highly effective ad hoc collaborations in circumstances where more typical collaborative methods break down. The research is organized into three essays: an in-depth analysis of the development and deployment of the Ushahidi emergency response software platform, a comparison of the emergency response ICTs used for emergency response during Hurricanes Katrina and Sandy, and a process model developed from the case studies and relevant academic literature is described

Emergency Operations Methodology for Extreme Winter Storm Events

Winter storms have increased in frequency and intensity since the 1950s, and average annual precipitation is projected to continue to increase across the northern United States. In response to these trends, many states have developed, or are interested in developing, emergency-response plans for extreme winter storm events. This report provides a series of six emergency response plan case studies as well as a synthesis of best practices related to emergency-response planning for extreme winter weather. It is intended to provide a blueprint for transportation agencies seeking to develop or improve their own extreme winter weather emergency-response plans, including how to coordinate an effective response across multiple agencies and jurisdictions

An Emergent Architecture for Scaling Decentralized Communication Systems (DCS)

With recent technological advancements now accelerating the mobile and wireless Internet solution space, a ubiquitous computing Internet is well within the research and industrial community's design reach - a decentralized system design, which is not solely driven by static physical models and sound engineering principals, but more dynamically, perhaps sub-optimally at initial deployment and socially-influenced in its evolution. To complement today's Internet system, this thesis proposes a Decentralized Communication System (DCS) architecture with the following characteristics: flat physical topologies with numerous compute oriented and communication intensive nodes in the network with many of these nodes operating in multiple functional roles; self-organizing virtual structures formed through alternative mobility scenarios and capable of serving ad hoc networking formations; emergent operations and control with limited dependency on centralized control and management administration. Today, decentralized systems are not commercially scalable or viable for broad adoption in the same way we have to come to rely on the Internet or telephony systems. The premise in this thesis is that DCS can reach high levels of resilience, usefulness, scale that the industry has come to experience with traditional centralized systems by exploiting the following properties: (i.) network density and topological diversity; (ii.) self-organization and emergent attributes; (iii.) cooperative and dynamic infrastructure; and (iv.) node role diversity. This thesis delivers key contributions towards advancing the current state of the art in decentralized systems. First, we present the vision and a conceptual framework for DCS. Second, the thesis demonstrates that such a framework and concept architecture is feasible by prototyping a DCS platform that exhibits the above properties or minimally, demonstrates that these properties are feasible through prototyped network services. Third, this work expands on an alternative approach to network clustering using hierarchical virtual clusters (HVC) to facilitate self-organizing network structures. With increasing network complexity, decentralized systems can generally lead to unreliable and irregular service quality, especially given unpredictable node mobility and traffic dynamics. The HVC framework is an architectural strategy to address organizational disorder associated with traditional decentralized systems. The proposed HVC architecture along with the associated promotional methodology organizes distributed control and management services by leveraging alternative organizational models (e.g., peer-to-peer (P2P), centralized or tiered) in hierarchical and virtual fashion. Through simulation and analytical modeling, we demonstrate HVC efficiencies in DCS structural scalability and resilience by comparing static and dynamic HVC node configurations against traditional physical configurations based on P2P, centralized or tiered structures. Next, an emergent management architecture for DCS exploiting HVC for self-organization, introduces emergence as an operational approach to scaling DCS services for state management and policy control. In this thesis, emergence scales in hierarchical fashion using virtual clustering to create multiple tiers of local and global separation for aggregation, distribution and network control. Emergence is an architectural objective, which HVC introduces into the proposed self-management design for scaling and stability purposes. Since HVC expands the clustering model hierarchically and virtually, a clusterhead (CH) node, positioned as a proxy for a specific cluster or grouped DCS nodes, can also operate in a micro-capacity as a peer member of an organized cluster in a higher tier. As the HVC promotional process continues through the hierarchy, each tier of the hierarchy exhibits emergent behavior. With HVC as the self-organizing structural framework, a multi-tiered, emergent architecture enables the decentralized management strategy to improve scaling objectives that traditionally challenge decentralized systems. The HVC organizational concept and the emergence properties align with and the view of the human brain's neocortex layering structure of sensory storage, prediction and intelligence. It is the position in this thesis, that for DCS to scale and maintain broad stability, network control and management must strive towards an emergent or natural approach. While today's models for network control and management have proven to lack scalability and responsiveness based on pure centralized models, it is unlikely that singular organizational models can withstand the operational complexities associated with DCS. In this work, we integrate emergence and learning-based methods in a cooperative computing manner towards realizing DCS self-management. However, unlike many existing work in these areas which break down with increased network complexity and dynamics, the proposed HVC framework is utilized to offset these issues through effective separation, aggregation and asynchronous processing of both distributed state and policy. Using modeling techniques, we demonstrate that such architecture is feasible and can improve the operational robustness of DCS. The modeling emphasis focuses on demonstrating the operational advantages of an HVC-based organizational strategy for emergent management services (i.e., reachability, availability or performance). By integrating the two approaches, the DCS architecture forms a scalable system to address the challenges associated with traditional decentralized systems. The hypothesis is that the emergent management system architecture will improve the operational scaling properties of DCS-based applications and services. Additionally, we demonstrate structural flexibility of HVC as an underlying service infrastructure to build and deploy DCS applications and layered services. The modeling results demonstrate that an HVC-based emergent management and control system operationally outperforms traditional structural organizational models. In summary, this thesis brings together the above contributions towards delivering a scalable, decentralized system for Internet mobile computing and communications

The Evolution of Technology in Call Centers

Historical research was conducted through literature. The report traces the evolution of technology in call centers (CCs) from their early inception to 2018. CCs are integrated into many facets of multidisciplinary areas of business, industry, and public and private institutions of higher education. Three research questions were addressed: What technologies enabled the start of CCs? How did the communications between customers and CSRs take place? What was the content of the earlier communications? How did services and communications evolve as technology matured? What are the current state-of-the-art technologies that exist in CCs? Which industries appear to have the best solutions? What are these solutions? Photograph Analysis Worksheets and Written Document Analysis Worksheets from the National Archives and Records Administration were used to analyze primary source materials. Also, used were Primary Source Analysis Tools from the Library of Congress. The final report offers a comprehensive history of the technology evolution within the industry. Included are a discussion of state-of-the-art technologies, the range of their applications and suggestions for staff training

Summary of Proposed Updates to the National Health Security Preparedness Index for 2015-2016

This report describes proposed updates in methodology and measures for the 2015-16 release of the National Health Security Preparedness Inde

Validating a method for enhanced communications and situational awareness at the incident command level

CHDS State/LocalThe availability and interoperability of communications at an incident scene have long been recognized as high-priority problems that need to be addressed to improve our nation's Homeland Security and preparedness. This thesis describes a proposed methodology to address these issues at the Incident Command level while enhancing situational awareness and information sharing. The thesis analyzes the results of a research project funded by the Department of Homeland Security at the University of Louisville's IT Research Center for Homeland Security. The problem being addressed is that the decision-maker with the boots on the ground, the Incident Commander, needs relevant information in the early stages of the emergency at the incident scene and an efficient way to communicate with other resources. The research project fielded a prototype solution based on readily available commercial off-the-shelf components integrated in a man-portable configuration to provide maximum flexibility, lower costs, and ease of operations. A proposed concept of operations in various prevention and response environments was also recommended in the thesis after analyzing the results of several field exercises and interviews with users.http://archive.org/details/validatingmethod109452346Director, Information Technology Resource Center, University of Louisvill

ACUTA Journal of Telecommunications in Higher Education

In This Issue President\u27s Message From the Editor lT-Style Alphabet Soup Software-Defined WAN (SO-WAN)- Moving Beyond MPLS loT: The lnternet of Things ls the LPWAN in Your Future? lngredient for Wireless Success: DAS Hot lssues in Communications Technology Law lnstitutional Excellence Award: CSU Fullerton\u27s Shared Cloud Services DlDs for ELINs? lSE...ERP... KnowBe

An Exploratory Social Network Analysis of Military and Civilian Emergency Operation Centers Focusing on Organization Structure

The purpose of this research was to explore how United States Air Force Emergency Operation Centers (EOC) compare to civilian EOCs with respect to their task-based social networks and decision making social networks. Multiple measures were explored to understand the networks, which included analyzing key metrics of the network such as closeness centrality and betweenness centrality, centralization of the network, and comparison of structural holes within the networks. These measures were then used to suggest improvements for the organizations to improve performance and more importantly, interoperability. The results of the study showed that in this data set there were several differences between how military and civilian networks are structured. These differences could lead to incongruencies that could cause chaos, delays, duplication of effort, and inefficiency when multiple EOCs are responding to a crisis event. While the cause of the differences is unclear the social network methodology provides new and informative insight into the form and properties of the networks