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Director Karen Wong

Director Karen Wong. PSCO Strategic Goals. Customer Service and Satisfaction Competitive Technical Services and Effective Use of Technology Integrate Public Safety Radio Communications to Achieve Statewide Interoperability Modernize 9-1-1 to NG9-1-1

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Director Karen Wong

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  1. Director Karen Wong

  2. PSCO Strategic Goals • Customer Service and Satisfaction • Competitive Technical Services and Effective Use of Technology • Integrate Public Safety Radio Communications to Achieve Statewide Interoperability • Modernize 9-1-1 to NG9-1-1 • Realize a Unified Statewide Public Safety Network

  3. Emergency Communications 9-1-1

  4. 9-1-1 Emergency Communications • CA 9-1-1 Division is responsible for the overall program management of 9-1-1 services in California • Authority to plan and implement the 9-1-1 network architecture • Responsible for technical and operational standards • The CA 9-1-1 Division reimburses PSAPs and vendors for their 9-1-1 network, database and equipment costs

  5. PSAP Procurement and Support The CA 9-1-1 Division has the authority to plan and implement the 9-1-1 network that delivers the calls to the over 450 PSAPs Statewide

  6. 9-1-1 Emergency Communications Emergency Call Tracking System (ECaTS) • Statewide 9-1-1 call related data gathering system • Provides unique Telco statistics, including call answer time and call volume analysis • Enables state regional and county managers to analyze and compare one or multiple PSAPs and perform trend analysis for budget planning • The solution can also be used to follow the life of a 9-1-1 call as it transfers from one PSAP to another

  7. 9-1-1 Emergency Communications Routing on Empirical Data (RED) Project • From 2007 to December of 2011, the number of wireless calls receiving a busy signal or failing to be answered dropped from approximately 42% to below 2% • In October 2011, the RED Project won the prestigious National Association of State CIOs (NASCIO) award for Cross Boundary Collaboration and Partnerships • As a result of California’s success, several other States have inquired regarding our innovative strategy and technology used efficiently route the 9-1-1 calls to the right PSAP the first time

  8. RED Project Deployment Status Phase 1Santa Barbara & Ventura 249 -74%Phase 2Bay Area 3,061 - 45%Phase 3Southland 2,234 - 31%Phase 4Northern Area 556 - 20% Phase 5Central 2,183 - 68% Phase 6Los Angeles 1,379 - 29% Total 9,662 43% average / phase (9,662 of 22,442 sectors evaluated) Denotes CHP Communication Center

  9. State 9-1-1 Advisory Board The State 9-1-1 Advisory Board advises the CA 9-1-1 Division on 9-1-1 issues and policy, especially from the perspective of their constituents

  10. Enhanced 9-1-1 Grant Project $4.3 million federal grant from NTIA and NHTSA Implementation of Enhanced 9-1-1 Phase II services or migration to an Internet Protocol (IP) enabled emergency network Geographically includes 13 counties in Northeastern California: Butte, Colusa, Glenn, Lassen, Modoc, Plumas, Shasta, Sierra, Siskiyou, Sutter, Tehama, Trinity, and Yuba 9-1-1 Emergency Communications

  11. 9-1-1 Emergency Communications Next Generation 9-1-1 (NG9-1-1) • Improve interoperability, call routing, congestion, overflow treatment and location accuracy • Strengthen system resiliency and reliability as well as increase opportunities to achieve fiscal and operational efficiency through cost-sharing arrangements • NG9-1-1 provides the ability to accept multimedia data (e.g. text, video and photo)

  12. 9-1-1 Emergency Communications Public meetings on NG9-1-1 in California • 6 public meetings held throughout the state of California • Sought public comments on questions relating to NG9-1-1, as well as PSAP input • Published and made available over the internet for public viewing

  13. NG9-1-1 Public Meetings Discussing NG9-1-1 (Ontario, California) Left to Right: Assembly Member Torres; Chief Chappelle, CHP; Karen Wong, Director, PSCO; Ryan Dulin, Deputy Director, CA 9-1-1 Division, PSCO

  14. NG9-1-1 Public Meetings Emergency Medical Services Presentation (San Diego, California) Left to Right: State 9-1-1 Advisory Board Members; Dr. James Dunford, President of the American Heart Association

  15. NG9-1-1 Public Meetings Elicited input from first responders, PSAPs, elected officials, industry representatives, and the general public Left to Right: Chris Hinshaw, Chief Chappelle, Karen Wong, State 9-1-1 Advisory Board Members; Assembly Member Torres; Chief Salvate, San Bernardino County Fire; Chief Hopley, Ontario Police Dept.; Ryan Dulin, Deputy Director, CA 9-1-1 Division, PSCO

  16. 9-1-1 Emergency Communications Education and Awareness • Inform citizens of all ages the importance of emergency calls with the 9-1-1 system • Awards children and dispatchers for 9-1-1 calls

  17. Educating children on how to use 9-1-1 correctly, youngsters can act quickly to obtain public safety or medical assistance

  18. Radio Communications

  19. California Public Safety Communications • Public Safety Agencies • California Highway Patrol, California Emergency Management Agency, California Department of Forestry and Fire Protection, the Departments of Transportation, Justice, Corrections & Rehabilitation, Fish & Game, and Water Resources, California National Guard, Emergency Medical Services Authority, and the California State Parks • Goals • Interoperability • Establish System of Systems Architecture and • Infrastructure

  20. California Public Safety Microwave Network • Microwave Strategic Plan • State owned, operated and maintained • System design will be fully digital with a Multi-Protocol Label Switching (MPLS) overlay with ability for automatic re-routing of traffic and remote system reconfigurations • Support new technologies such as Long Term Evolution (LTE) • High speed data, OC3 (150 Mbps) with customized service levels to end user

  21. Radio Engineering

  22. System Engineering Engineering • First level contact providing client engineering support • Extensive technical expertise and working knowledge base of client systems • Customized system design and modification • Major equipment specification development • Detailed documentation for communications sites throughout the state

  23. System Engineering Design and Installation Development of detailed equipment installation instructions and documentation Left to Right: David Andre, Lap Huynh

  24. System Engineering Design and Installation Consoles Engineering • Engineering and installation of major public safety dispatch console equipment • Development of specifications for the purchase of major dispatch console equipment and the subsequent compliance testing • Customer service and support of existing console equipment statewide

  25. System Engineering Design and Installation Engineering and installation of major public safety dispatch console equipment Left to Right: Jennifer Nguyen, Uriel Fojas, Pete Jessen

  26. System Engineering Design and Installation Special Projects Unit • Designs, develops, fabricates and modifies equipment for specialized applications • Performs equipment testing and specification compliance verification • Conducts Radio Frequency Interference (RFI) studies • Performs Maximum Permissible Exposure (MPE) tests to confirm safe radio frequency working environment

  27. Partners with fabricators and assemblers such as Pride Industries, Microform Sheet Metal, R-Squared PC Board Manufacturer, Laird Antennas System Engineering Design and InstallationSpecial Projects Unit

  28. System Engineering Design and Installation Equipment testing and specification compliance verification Pictured: Tim Johnson

  29. System Engineering Design and Installation Federal Communications Commission (FCC)/Specifications Unit • Frequency Engineering, Coordination and Licensing • Maintains and modifies over 4,000 FCC licenses for the State of California • Primary interface with the FCC on rules and regulatory issues • Interface with client agencies on equipment specification development and procurements

  30. Installation

  31. Installation • Mobile Installations • Microwave • VHF/UHF (prisons, traffic management centers, towers, command post vehicles, remote mountaintop sites)

  32. Mobile Installations • Installation, removal and modification of mobile radios, undercover installations, Code 3 installations and related equipment for the majority of public safety agencies • Installation facilities in Sacramento, Riverside, and Fresno • Install equipment in vehicles, boats, quads, and all highway maintenance equipment

  33. Mobile Installations Pictured: Alan Lane

  34. Microwave Installation and Maintenance Over 400 microwave sites serving state, federal, and local government agencies

  35. Maintenance

  36. Communication Maintenance Services • Maintenance provided statewide • Emergency and preventative radio repair • Customized maintenance service provided (24 hours a day/7 days a week/365 days a year) • Repair of equipment no longer serviced by the manufacturer

  37. Communication Maintenance Services Statewide technical and advanced system maintenance Pictured: Richard Erhardt

  38. Communication Maintenance Services Emergency communication equipment is thoroughly tested and specialized maintenance is provided Pictured: Darrell Norris

  39. Communication Maintenance Services Technicians climbing a communications tower for maintenance (Mount Diablo, CA)

  40. Communication Maintenance Services Maintenance services are provided statewide 24 hours/7 days a week/365 days a year regardless of conditions

  41. Training

  42. Technical Training • Technical training programs are developed both in-house and by qualified vendors as outlined in the training plan • Training Courses: • Tower Climbing Safety • Structured Cabling Testing and Creation • California Highway Patrol (CHP)/Consolidated Patrol Vehicle Environment (CPVE) Training • Radio Frequency System Level Setting • State Microwave System Basics

  43. Technical Training • PSCO Training Locations: • Sacramento • Fresno • Riverside • The Training Unit provides over 10,000 hours of technical training each fiscal year

  44. Technical Training Tower Climbing Training Pictured: Darrell Norris

  45. Technical Training 4x4 Training

  46. Incident Base Team Training

  47. Incident Base Team (IBT) • Team of technicians who respond to any incident (fires, floods, civil unrest) • Technicians program, repair, and maintain all communications on all incidents alongside first responders • The IBT offers 24 hours a day/7 days a week/ 365 days a year response to incidents

  48. Incident Base Team Services Fire/Incident Base Training

  49. Incident Base Team Services Technicians deploy portable communication systems on site

  50. California citizens and government agencies depend upon the State’s public safety telecommunication systems to conduct routine business and obtain assistance during emergencies. Providing excellent customer service, over 330 dedicated people statewide in the Public Safety Communications Office work behind the scenes to ensure that these essential systems are there when needed. Why it matters

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