By: Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia

1. ITU Asia-Pacific Regional Multi-Stakeholder Forum On Emergency Telecommunications 8 – 11 July 2011, Ulaanbaatar, Mongolia SESSION 4B: SHARING OF INFORMATION ON NATIONAL EXPERIENCES IN EMERGENCY TELECOMMUNICATIONS MALAYSIA EMERGENCY RESPONSE SERVICES (MERS) 999 – THE MALAYSIAN EXPERIENCE By: Ir Rozinah Anas Project Director MERS 999 Telekom Malaysia

2. AGENDA • Introduction • Disaster Alert Sistem • MERS 999 Activities and StakeholdersCentricity Program • Success stories • Challenges • Conclusion

3. BRIDGING GOVERNMENT AND PUBLIC DURING DISASTER & EMERGENCY SITUATIONS Government Public Disaster Alert System Royal Malaysia Police Fire & Rescue Department GIRN MERS 999 Ambulance Services Civil Defence Meteorology Department

4. FRAMEWORK FOR EMERGENCY COMMUNICATION & DISASTER MANAGEMENT • Disaster Alert System (DAS) • A system to inform and alert public in the event of any disaster. • Malaysia Emergency Response System (MERS) 999 • A service for public to call in and seek help for any emergency situation. • Government Integrated Radio Network (GIRN) • Radio Communications system between Emergency agencies.

5. IN THE EVENT OF DISASTER… • Activation of Directive No. 20 • National Security Council • Outline principle on disaster management and rescue according to level of disaster. • Establish a single disaster management mechanism which define roles and responsibilities of each agencies involve in managing disaster.

6. AGENCIES IN RESCUE OPERATION UNDER DIRECTIVE NO. 20, NATIONAL SECURITY COUNCIL DISASTER OPERATION CONTROL CENTRE INCIDENT OPERATION CONTROL CENTRE SEARCH & RESCUE SUPPORT MEDIA WELFARE SECURITY CONTROL MEDICAL & HEALTH SERVICES • District Office • District /Municipal Council • National Energy (TNB) • Telekom Malaysia • Royal Malaysian Army • Royal Malaysian Police • Public Work Department • Information Department • Broadcasting Department • Fire Rescue Department • Royal Malaysian Police • Royal Malaysian Army • Malaysian Special Search and Rescue Team (SMART) • Ministry of Health • Atomic Energy Licensing Board • Malaysian Civil Defence Department • Malaysian Maritime Enforcement Malaysia • Social Welfare Department • Ministry of Health • Malaysian Civil Defence Department • Malaysian Red Crescent • St. John Ambulance • Volunteers of Malaysian People (RELA) • Ministry of Health • Royal Malaysian Army • Malaysian Red Crescent • St. John Ambulance • Royal Malaysian Police • Volunteers of Malaysian People (RELA)

7. ZONE AREA FOR MANAGEMENT AND DISASTER RESCUE ON INCIDENT LOCATION Red Zone: Work Area for Main Search and Rescue Agencies. Yellow Zone :Location for Incident Location Control Post, Post for Main Rescue Agencies and Support Rescue Agencies Green Zone :Location for Media Post, Rest Area for Main/Support Rescue Agencies, Victim Shelter, Counseling Area, Death Body Area

8. AGENDA • Introduction • Disaster Alert Sistem • MERS 999 Activities and Stakeholders Centricity Program • Success stories • Challenges • Conclusion

9. DISASTER ALERT SYSTEM • Government had started planning for a system to rapidly inform the public to be prepared for any disaster such as tsunami, flood and landslide in a targeted area or location. • In April 2006, the system known as Disaster Alert System (DAS) was officially launched to perform mass broadcast of alert voice messages to public via fixed telephone line.

10. CAPABILITY OF DAS • Able to reach thousands through shortest possible time…!! • making outbound calls through Fixed Telephone Line. Fixed Line coverage Nationwide

11. ADVANTAGE OF DAS • Able to alert people in targeted area of incoming disasters such as tsunami and earthquake. • Capable of reaching public in shortest possible time : 50,000 to 150,000 calls within 15 minutes. • Different types of alert messages based on level and type of disaster. • Available 24 x 7 all year round. • Priority dialing based on predetermined groups. • Slice and dice information of every outbound calls – dashboard view and customized report.

12. IN THE EVENT OF DISASTER… • Related agency shall : • Pre-record IVR message* via the following methods: • Manual record via tape, CD • Remotely over the phone via IVR • Remotely via web access (www.das.com.my) • Trigger outbound calls to the identified areas *IVR message shall last for 20sec • DAS shall : • Capture the recorded message by related agency in the Media Server • Perform outbound calls to the identified areas/subscribers • Generate statistic / report on the following : • # of successful/answered calls • # of not answered calls • # of failed calls Public shall : Received in-coming ring tone. The ring tone shall last till 60 sec if it is not being pick-up Hear IVR message as recorded by related agency Follow the IVR message instruction e.g. evacuate to safe location

13. BENEFITS OF DAS • Alert public within seconds..!! • Alert public by performing mass broadcast of alert voice messages via DAS. • Minimize the damage and save more lives..!!! • Government can control the situation better since the message is sent directly and instantly to the potential affected people in the disaster area. • Fixed Telephone Line infrastructure nationwide enable DAS to be implemented any where effectively.

14. AGENDA • Introduction • Disaster Alert Sistem • MERS 999 Activities and Stakeholders Centricity Program • Success stories • Challenges • Conclusion

15. 3D PANORAMIC STREET LEVEL VIEW IMAGERY MAP What is augmented reality? "It's a field of computer research which deals with the combination of real-world and computer-generated data (virtual reality), where computer graphics objects are blended into real footage in real time." (Wikipedia)

16. UNIQUENESS OF MSAFE PUTRAJAYA • MSAFE Putrajaya have the uniqueness as follows: • Navigation and measurement of 360 Panoramic Road Level image which gives visual context of the interest areas. • Able to portray the analytical image. • Complement the existing MERS 999 2D map to assist emergency select their resources before dispatching activities. • The users are more sensitive to the landmarks and points of interest.

17. UNIQUENESS OF MSAFE PUTRAJAYA • Perfect for event planning without physically going to the site. • Suitable for inventory management. • Data collection and study of any security threat. 17 17

18. MEASUREMENT OF LINES AND POLYGONS Length Measurement 18

19. MEASUREMENT OF LINES AND POLYGONS Height Measurement 19

20. MEASUREMENT OF LINES AND POLYGONS Polygon Measurement 20

21. MEASUREMENT OF LINES AND POLYGONS Architectural Measurement 21

22. MAP DATA FEATURE EXTRACTION AND UPDATES Street assets – street light

23. MAP DATA FEATURE EXTRACTION AND UPDATES Business address geocoding

24. MERS 999 PROCESS DOCUMENTATION • MERS 999 embarked on Business Process documentation and SOP Documentation upon starting the project. • Successfully developed and signed the Business Process Documentation on 21st May 2008 with all Emergency Agencies. • 999 Response Center had embarked on ISO 9001:2008 in 3 centers namely KL, Melaka and Kuching. The centers had successfully received the ISO 9001:2008 award on 28th June 2010. Business Process Document Signed by All Emergency Agencies 24

25. COMPLAINT HANDLING MECHANISM The Customer Complaint Handling process was established together with all Central Agencies and Emergency Agencies. Any complaint from the public will be investigated and discussed thoroughly with National Security Council before making any statement to the public. Customer Complaint Handling Ptrocess 25

26. STAKEHOLDERSCENTRICITY PROGRAM Sembang Q • A program in collaboration with all emergency agencies and MERS 999 stakeholders to create synergy, deliberate operational matters and challenges in MERS 999. Sharing and Caring Program at 25 schools • A program in collaboration with District Education Department and Emergency Agencies to educate school children on proper and appropriate methodology to confer accurate information when seeking help from MERS 999 and also to educate them not to make crank calls. 26

27. STAKEHOLDERSCENTRICITY PROGRAM TV Talk Show • MERS 999 invited all emergency agencies and federal agencies to appear as a guest speaker in Selamat Pagi Malaysia, a talk show to educate the public on preparedness in any emergency incidents. • The program was conducted every month throughout the year 2010. 27

28. STAKEHOLDERSCENTRICITY PROGRAM Public Emergency Preparedness Exhibition • A program in collaboration with Kementerian Kesihatan Malaysia to educate the public on the prepareness and readiness in any emergency incidents. National Conference On Pre-Hospital Care And First Responder Services • A program organised by Ministry of Health with participation from emergency agencies and NGO’s such as St. John Malaysia, Malaysian Institute of Road Safety Research (MIROS). 28

29. STAKEHOLDERSCENTRICITY PROGRAM Broadband Carnival • MERS 999 participate in Broadband Carnival organised by Ministry of Information, Communication and Culture to educate the public on the importance of MERS 999. Business Process Improvement Workshops with All Agencies 29

30. STAKEHOLDERSCENTRICITY PROGRAM Appreciation Award for Emergency Agencies • An appreciation program with all emergency agencies and MERS 999 stakeholders to recognize the top performer of emergency agencies in giving their services to public in MERS 999. Map Asia 2010 • MERS 999 participated in Map Asia 2010 from 26 to 28 July 2010 at Kuala Lumpur Convention Center. • The key objective is to educate participants on the usage of IT in Emergency System. 30

31. STAKEHOLDERSCENTRICITY PROGRAM Visit by various agencies to 999 Response Center Visit to 999RC Melaka by ASEAN Delegates Visit to 999RC KL by Minister of MICC 31

32. STAKEHOLDERSCENTRICITY PROGRAM Visit by various agencies to 999 Response Center Visit to 999RC KL by Chief Secretary MOHA and Ex-IGP Visit to 999RC KL by Melaka State Government and Melaka Police 32

33. STAKEHOLDERSCENTRICITY PROGRAM Visit by various agencies to 999 Response Center Visit to 999RC KL by Vice President of Malaysian Crime Prevention Foundation Visit to 999RC KL by Remote Sensing Agency of Malaysia 33

34. STAKEHOLDERSCENTRICITY PROGRAM Visit to Crank Callers’ Residence with Royal Police of Malaysia 3rd Asian Ministerial Conference on Disaster Risk Reduction in Kuala Lumpur 34

35. INTERNATIONAL PROGRAMS Geospatial World Forum, Hydrabad ITU Conference Guadalajara Mexico 35

36. INTERNATIONAL PROGRAMS Study Visit to London Metropolitan Police Study Visit to BAPCO (British Association of Public Safety Communication Officers) Study Visit to London Ambulance

37. INTERNATIONAL PROGRAMS Study Visit to Isle of Wight Ambulance Service

38. MEDIA COVERAGE

39. MEDIA COVERAGE

40. AGENDA • Introduction • Disaster Alert Sistem • MERS 999 Activities and Customer Centricity Program • Success stories • Challenges • Conclusion

41. APPRECIATION BY EMERGENCY AGENCIES

42. CRANK CALLS REDUCTION 40% Reduction Note: Type of Crank Call are Call For Fun, Obscene and Mental. 42

43. MERS 999 CUSTOMER SATISFACTION INDEX (CSI) CSI 8.62 CSI 7.56 Year 2010 Year 2009 43

44. MERS 999 CUSTOMER SATISFACTION INDEX (CSI) 44

45. WHAT RESPONDENTS SAY ABOUT MERS 999… No need to wait a long time for 999 operator to entertained 999 is the number 1 Very fast in term of giving assistance Operator is friendly and happening Good communication, professional and dedicated Operator speaks with polite and good language Deliver the best services to the public Operator ease the caller to stay calm ESP arrived on-time at the location No problem anymore Operator understands caller feelings and situation Flawless and faster with the services given Satisfied with prompt feedback by the operator Very satisfied with the services given 45

46. AGENDA • Introduction • Disaster Alert Sistem • MERS 999 Customer Centricity Program and Activities • Success stories • Challenges • Conclusion

47. CHALLENGES IN EMERGENCY COMMUNICATION Dynamic Operational Process Map accuracy – continuous enhancement of digital map to assist dispatcher to locate the incidents. Public education and awareness Stakeholders acceptance. 47

48. ACHIEVEMENTS All calls answered within 4 rings. Reduction of Crank Calls Improvement of Response Time Safe City Initiative – Pioneer The FIRST country to implement Bahasa Malaysia Medical Protocol in the region. 40% Reduction 48

49. TAKE AWAY MESSAGE… Since its establishment, MERS 999 had always been committedto the Government Transformation Program, in accordance with the principles of 1Malaysia, People First, Performance Now. Programs and activities on Customer Centricity especially to the PUBLIC had always been the main agenda for Improvement in Government’s delivery of public services that underpin Government’s ability to develop the country. MERS 999 is one of the catalysts to achieve the National Agenda.

50. Terima Kasih Thank You Rozinah Anas arozinah@tm.com.my