Parent Service Package: PS01
< < PM07.4 : PS01.1 : PS01.2 > >

PS01.1: Public Safety Call-Taking Implementation

Provides a basic public safety call-taking service

Relevant Regions: Australia, Canada, European Union, and United States

Enterprise
Functional
Physical
Goals and Objectives
Needs and Requirements
Sources
Security
Standards
System Requirements

Enterprise

Development Stage Roles and Relationships
(hide)

Source	Destination	Role/Relationship
Emergency Management Center Developer	Emergency Management Center	Develops (hide) An Enterprise creates the target Resource or Document. The Enterprise that engineers a traffic signal controller (ITS Roadway Equipment), or designs a vehicle (Basic Vehicle) or authors a technical standard will have the Develops role.
Emergency Management Center Developer	Emergency Telecommunications System Developer	Application Interface Specification (hide) The definition of an interface between two application components that operate on two distinct pieces of hardware. The Application Interface Specification is specific to the application in question.
Emergency Management Center Developer	Other Emergency Management Centers Developer	Application Interface Specification (hide) The definition of an interface between two application components that operate on two distinct pieces of hardware. The Application Interface Specification is specific to the application in question.
Emergency Telecommunications System Developer	Emergency Management Center Developer	Application Interface Specification (hide) The definition of an interface between two application components that operate on two distinct pieces of hardware. The Application Interface Specification is specific to the application in question.
Emergency Telecommunications System Developer	Emergency Telecommunications System	Develops (hide) An Enterprise creates the target Resource or Document. The Enterprise that engineers a traffic signal controller (ITS Roadway Equipment), or designs a vehicle (Basic Vehicle) or authors a technical standard will have the Develops role.
Other Emergency Management Centers Developer	Emergency Management Center Developer	Application Interface Specification (hide) The definition of an interface between two application components that operate on two distinct pieces of hardware. The Application Interface Specification is specific to the application in question.
Other Emergency Management Centers Developer	Other Emergency Management Centers	Develops (hide) An Enterprise creates the target Resource or Document. The Enterprise that engineers a traffic signal controller (ITS Roadway Equipment), or designs a vehicle (Basic Vehicle) or authors a technical standard will have the Develops role.
Transit Management Center Developer	Emergency Management Center Developer	Application Interface Specification (hide) The definition of an interface between two application components that operate on two distinct pieces of hardware. The Application Interface Specification is specific to the application in question.
Transit Management Center Developer	Transit Management Center	Develops (hide) An Enterprise creates the target Resource or Document. The Enterprise that engineers a traffic signal controller (ITS Roadway Equipment), or designs a vehicle (Basic Vehicle) or authors a technical standard will have the Develops role.

Installation Stage Roles and Relationships
(hide)

Source	Destination	Role/Relationship
Emergency Management Center Installer	Emergency Management Center	Installs (hide) An Enterprise performs the initial delivery, integration and configuration of the target Resource. This might be a system integrator, a state DOT Enterprise performing its own installation, or a device supplier that performs on-site installation.
Emergency Management Center Owner	Emergency Management Center Installer	Installation Agreement (hide) An agreement whereupon one party installs a system on behalf of a second party.
Emergency Management Center Owner	Emergency Management Center Verifier	Verification Agreement (hide) An agreement for one party to verify that a system owned by the second party operates according to the system's design.
Emergency Telecommunications System Installer	Emergency Telecommunications System	Installs (hide) An Enterprise performs the initial delivery, integration and configuration of the target Resource. This might be a system integrator, a state DOT Enterprise performing its own installation, or a device supplier that performs on-site installation.
Emergency Telecommunications System Owner	Emergency Telecommunications System Installer	Installation Agreement (hide) An agreement whereupon one party installs a system on behalf of a second party.
Emergency Telecommunications System Owner	Emergency Telecommunications System Verifier	Verification Agreement (hide) An agreement for one party to verify that a system owned by the second party operates according to the system's design.
Other Emergency Management Centers Installer	Other Emergency Management Centers	Installs (hide) An Enterprise performs the initial delivery, integration and configuration of the target Resource. This might be a system integrator, a state DOT Enterprise performing its own installation, or a device supplier that performs on-site installation.
Other Emergency Management Centers Owner	Other Emergency Management Centers Installer	Installation Agreement (hide) An agreement whereupon one party installs a system on behalf of a second party.
Other Emergency Management Centers Owner	Other Emergency Management Centers Verifier	Verification Agreement (hide) An agreement for one party to verify that a system owned by the second party operates according to the system's design.
Transit Management Center Installer	Transit Management Center	Installs (hide) An Enterprise performs the initial delivery, integration and configuration of the target Resource. This might be a system integrator, a state DOT Enterprise performing its own installation, or a device supplier that performs on-site installation.
Transit Management Center Owner	Transit Management Center Installer	Installation Agreement (hide) An agreement whereupon one party installs a system on behalf of a second party.
Transit Management Center Owner	Transit Management Center Verifier	Verification Agreement (hide) An agreement for one party to verify that a system owned by the second party operates according to the system's design.

Operations and Maintenance Stage Roles and Relationships
(hide)

Source	Destination	Role/Relationship
Emergency Management Center Maintainer	Emergency Management Center	Maintains (hide) An Enterprise administers the hardware and software that comprise the target Resource. The entity that takes the ‘maintains’ role typically is delegated authority by the entity with the “Owns” or "Manages" roles, depending on the environment. The maintainer interacts with the target Resource so as to keep that Resource in the Operational state.
Emergency Management Center Manager	Emergency Management Center	Manages (hide) The Enterprise that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This authority is typically delegated by the Enterprise with the "Owns" role, and commonly accomplished by delegation to Human E-Objects with the "operates", "installs" or "maintains" roles, depending on the context.
Emergency Management Center Manager	Emergency System Operator	System Usage Agreement (hide) An agreement granting operational use of a system to a Human with the operates role responsible for management of the system.
Emergency Management Center Owner	Emergency Management Center Maintainer	System Maintenance Agreement (hide) An agreement for one party to maintain the operational status of a system on behalf of the party with ownership control of the system.
Emergency Management Center Owner	Emergency Management Center Manager	Operations Agreement (hide) An agreement where one entity agrees to operate a device or application on behalf of another, device/application controlling entity.
Emergency Management Center Owner	Emergency Telecommunications System Maintainer	Maintenance Data Exchange Agreement (hide) An agreement that states one entity will provide data related to maintenance of an application component to the other entity.
Emergency Management Center Owner	Emergency Telecommunications System Operator	Application Usage Agreement (hide) An agreement in which one entity that controls an application component's use gives the other entity the necessary tools and permission to operate that application or application component.
Emergency Management Center Owner	Emergency Telecommunications System Owner	Information Exchange Agreement (hide) An agreement to exchange information, which may include data or control information; the exact information to be exchanged may vary from agreement to agreement.
Emergency Management Center Owner	Emergency Telecommunications System User	Service Usage Agreement (hide) An agreement between the provider of a service and a user. Stipulates the terms and conditions of service usage.
Emergency Management Center Owner	Other Emergency Management Centers Maintainer	Maintenance Data Exchange Agreement (hide) An agreement that states one entity will provide data related to maintenance of an application component to the other entity.
Emergency Management Center Owner	Other Emergency Management Centers Operator	Application Usage Agreement (hide) An agreement in which one entity that controls an application component's use gives the other entity the necessary tools and permission to operate that application or application component.
Emergency Management Center Owner	Other Emergency Management Centers Owner	Information Exchange Agreement (hide) An agreement to exchange information, which may include data or control information; the exact information to be exchanged may vary from agreement to agreement.
Emergency Management Center Owner	Other Emergency Management Centers User	Service Usage Agreement (hide) An agreement between the provider of a service and a user. Stipulates the terms and conditions of service usage.
Emergency Management Center Supplier	Emergency Management Center Owner	Warranty (hide) A guarantee or promise made by one entity to another, that provides assurance of the functionality and performance of a subsystem.
Emergency System Operator	Emergency Management Center	Operates (hide) A Human that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This is the person at the console or behind the wheel.
Emergency Telecommunications System Maintainer	Emergency Telecommunications System	Maintains (hide) An Enterprise administers the hardware and software that comprise the target Resource. The entity that takes the ‘maintains’ role typically is delegated authority by the entity with the “Owns” or "Manages" roles, depending on the environment. The maintainer interacts with the target Resource so as to keep that Resource in the Operational state.
Emergency Telecommunications System Manager	Emergency Telecommunications System	Manages (hide) The Enterprise that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This authority is typically delegated by the Enterprise with the "Owns" role, and commonly accomplished by delegation to Human E-Objects with the "operates", "installs" or "maintains" roles, depending on the context.
Emergency Telecommunications System Manager	Emergency Telecommunications System Operator	System Usage Agreement (hide) An agreement granting operational use of a system to a Human with the operates role responsible for management of the system.
Emergency Telecommunications System Operator	Emergency Telecommunications System	Operates (hide) A Human that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This is the person at the console or behind the wheel.
Emergency Telecommunications System Owner	Emergency Management Center Maintainer	Maintenance Data Exchange Agreement (hide) An agreement that states one entity will provide data related to maintenance of an application component to the other entity.
Emergency Telecommunications System Owner	Emergency Management Center Owner	Information Exchange Agreement (hide) An agreement to exchange information, which may include data or control information; the exact information to be exchanged may vary from agreement to agreement.
Emergency Telecommunications System Owner	Emergency Management Center User	Service Usage Agreement (hide) An agreement between the provider of a service and a user. Stipulates the terms and conditions of service usage.
Emergency Telecommunications System Owner	Emergency System Operator	Application Usage Agreement (hide) An agreement in which one entity that controls an application component's use gives the other entity the necessary tools and permission to operate that application or application component.
Emergency Telecommunications System Owner	Emergency Telecommunications System Maintainer	System Maintenance Agreement (hide) An agreement for one party to maintain the operational status of a system on behalf of the party with ownership control of the system.
Emergency Telecommunications System Owner	Emergency Telecommunications System Manager	Operations Agreement (hide) An agreement where one entity agrees to operate a device or application on behalf of another, device/application controlling entity.
Emergency Telecommunications System Supplier	Emergency Telecommunications System Owner	Warranty (hide) A guarantee or promise made by one entity to another, that provides assurance of the functionality and performance of a subsystem.
Other Emergency Management Centers Maintainer	Other Emergency Management Centers	Maintains (hide) An Enterprise administers the hardware and software that comprise the target Resource. The entity that takes the ‘maintains’ role typically is delegated authority by the entity with the “Owns” or "Manages" roles, depending on the environment. The maintainer interacts with the target Resource so as to keep that Resource in the Operational state.
Other Emergency Management Centers Manager	Other Emergency Management Centers	Manages (hide) The Enterprise that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This authority is typically delegated by the Enterprise with the "Owns" role, and commonly accomplished by delegation to Human E-Objects with the "operates", "installs" or "maintains" roles, depending on the context.
Other Emergency Management Centers Manager	Other Emergency Management Centers Operator	System Usage Agreement (hide) An agreement granting operational use of a system to a Human with the operates role responsible for management of the system.
Other Emergency Management Centers Operator	Other Emergency Management Centers	Operates (hide) A Human that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This is the person at the console or behind the wheel.
Other Emergency Management Centers Owner	Emergency Management Center Maintainer	Maintenance Data Exchange Agreement (hide) An agreement that states one entity will provide data related to maintenance of an application component to the other entity.
Other Emergency Management Centers Owner	Emergency Management Center Owner	Information Exchange Agreement (hide) An agreement to exchange information, which may include data or control information; the exact information to be exchanged may vary from agreement to agreement.
Other Emergency Management Centers Owner	Emergency Management Center User	Service Usage Agreement (hide) An agreement between the provider of a service and a user. Stipulates the terms and conditions of service usage.
Other Emergency Management Centers Owner	Emergency System Operator	Application Usage Agreement (hide) An agreement in which one entity that controls an application component's use gives the other entity the necessary tools and permission to operate that application or application component.
Other Emergency Management Centers Owner	Other Emergency Management Centers Maintainer	System Maintenance Agreement (hide) An agreement for one party to maintain the operational status of a system on behalf of the party with ownership control of the system.
Other Emergency Management Centers Owner	Other Emergency Management Centers Manager	Operations Agreement (hide) An agreement where one entity agrees to operate a device or application on behalf of another, device/application controlling entity.
Other Emergency Management Centers Supplier	Other Emergency Management Centers Owner	Warranty (hide) A guarantee or promise made by one entity to another, that provides assurance of the functionality and performance of a subsystem.
Transit Management Center Maintainer	Transit Management Center	Maintains (hide) An Enterprise administers the hardware and software that comprise the target Resource. The entity that takes the ‘maintains’ role typically is delegated authority by the entity with the “Owns” or "Manages" roles, depending on the environment. The maintainer interacts with the target Resource so as to keep that Resource in the Operational state.
Transit Management Center Manager	Transit Management Center	Manages (hide) The Enterprise that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This authority is typically delegated by the Enterprise with the "Owns" role, and commonly accomplished by delegation to Human E-Objects with the "operates", "installs" or "maintains" roles, depending on the context.
Transit Management Center Manager	Transit Operations Personnel	System Usage Agreement (hide) An agreement granting operational use of a system to a Human with the operates role responsible for management of the system.
Transit Management Center Owner	Emergency Management Center Maintainer	Maintenance Data Exchange Agreement (hide) An agreement that states one entity will provide data related to maintenance of an application component to the other entity.
Transit Management Center Owner	Emergency Management Center Owner	Information Provision Agreement (hide) An agreement where one party agrees to provide information to another party. This is a unidirectional agreement.
Transit Management Center Owner	Emergency Management Center User	Service Usage Agreement (hide) An agreement between the provider of a service and a user. Stipulates the terms and conditions of service usage.
Transit Management Center Owner	Emergency System Operator	Application Usage Agreement (hide) An agreement in which one entity that controls an application component's use gives the other entity the necessary tools and permission to operate that application or application component.
Transit Management Center Owner	Transit Management Center Maintainer	System Maintenance Agreement (hide) An agreement for one party to maintain the operational status of a system on behalf of the party with ownership control of the system.
Transit Management Center Owner	Transit Management Center Manager	Operations Agreement (hide) An agreement where one entity agrees to operate a device or application on behalf of another, device/application controlling entity.
Transit Management Center Supplier	Transit Management Center Owner	Warranty (hide) A guarantee or promise made by one entity to another, that provides assurance of the functionality and performance of a subsystem.
Transit Operations Personnel	Transit Management Center	Operates (hide) A Human that is accountable for performing actions with a Resource, typically in support of one of the key operations-related roles (operates, installs, maintains). This is the person at the console or behind the wheel.

Functional

This service package includes the following Functional View PSpecs:

Physical Object	Functional Object	PSpec Number	PSpec Name
Emergency Management Center	Emergency Call-Taking	5.1.1.1	Coordinate Emergency Inputs
		5.1.1.3	Collect Incident And Event Data
		5.1.2	Determine Coordinated Response Plan
		5.1.3	Communicate Emergency Status
		5.1.4	Manage Emergency Response
		5.2	Provide Operator Interface for Emergency Data
	Emergency Dispatch	5.1.2	Determine Coordinated Response Plan
		5.1.4	Manage Emergency Response
		5.2	Provide Operator Interface for Emergency Data
		5.3.2	Dispatch Vehicle
		5.3.6	Maintain Vehicle Status
		5.5	Update Emergency Display Map Data
	Emergency Routing	5.2	Provide Operator Interface for Emergency Data
		5.3.6	Maintain Vehicle Status
		5.3.7	Provide Emergency Vehicle Route
		5.5	Update Emergency Display Map Data
		5.7.1	Assess System Status For Disasters
		5.7.3	Assess System Status For Evacuation

Physical

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Includes Physical Objects:

Physical Object	Class	Description
Emergency Management Center	Center	The 'Emergency Management Center' represents systems that support incident management, disaster response and evacuation, security monitoring, and other security and public safety-oriented ITS applications. It includes the functions associated with fixed and mobile public safety communications centers including public safety call taker and dispatch centers operated by police (including transit police), fire, and emergency medical services. It includes the functions associated with Emergency Operations Centers that are activated at local, regional, state, and federal levels for emergencies and the portable and transportable systems that support Incident Command System operations at an incident. This Center also represents systems associated with towing and recovery, freeway service patrols, HAZMAT response teams, and mayday service providers. It manages sensor and surveillance equipment used to enhance transportation security of the roadway infrastructure (including bridges, tunnels, interchanges, and other key roadway segments) and the public transportation system (including transit vehicles, public areas such as transit stops and stations, facilities such as transit yards, and transit infrastructure such as rail, bridges, tunnels, or bus guideways). It provides security/surveillance services to improve traveler security in public areas not a part of the public transportation system. It monitors alerts, advisories, and other threat information and prepares for and responds to identified emergencies. It coordinates emergency response involving multiple agencies with peer centers. It stores, coordinates, and utilizes emergency response and evacuation plans to facilitate this coordinated response. Emergency situation information including damage assessments, response status, evacuation information, and resource information are shared The Emergency Management Center also provides a focal point for coordination of the emergency and evacuation information that is provided to the traveling public, including wide-area alerts when immediate public notification is warranted. It tracks and manages emergency vehicle fleets using real-time road network status and routing information from the other centers to aid in selecting the emergency vehicle(s) and routes, and works with other relevant centers to tailor traffic control to support emergency vehicle ingress and egress, implementation of special traffic restrictions and closures, evacuation traffic control plans, and other special strategies that adapt the transportation system to better meet the unique demands of an emergency.
Emergency System Operator	Center	'Emergency System Operator' represents the public safety personnel that monitor emergency requests, (including those from the E911 Operator) and set up pre-defined responses to be executed by an emergency management system. The operator may also override predefined responses where it is observed that they are not achieving the desired result. This also includes dispatchers who manage an emergency fleet (police, fire, ambulance, HAZMAT, etc.) or higher order emergency managers who provide response coordination during emergencies.
Emergency Telecommunications System	Center	The 'Emergency Telecommunications System' represents the telecommunications systems that connect a caller with a Public Safety Answering Point (PSAP). These systems transparently support priority wireline and wireless caller access to the PSAP through 9-1-1 and other access mechanisms like 7 digit local access numbers, and motorist aid call boxes. The calls are routed to the appropriate PSAP, based on caller location when this information is available. When available, the caller's location and call-back number are also provided to the PSAP by this interface. This facility may also be used to notify the public - residents and businesses - of emergency situations using a Reverse 911 capability.
Other Emergency Management Centers	Center	'Other Emergency Management Centers' provides a source and destination for information flows between various communications centers operated by public safety agencies, emergency management agencies, other allied agencies, and private companies that participate in coordinated management of transportation-related incidents, including disasters. The interface represented by this object enables emergency management activities to be coordinated across jurisdictional boundaries and between functional areas, supporting requirements for general networks connecting many allied agencies. It also supports interface to other allied agencies like utility companies that also participate in the coordinated response to selected highway-related incidents.
Transit Management Center	Center	The 'Transit Management Center' manages transit vehicle fleets and coordinates with other modes and transportation services. It provides operations, maintenance, customer information, planning and management functions for the transit property. It spans distinct central dispatch and garage management systems and supports the spectrum of fixed route, flexible route, paratransit services, transit rail, and bus rapid transit (BRT) service. The physical object's interfaces support communication between transit departments and with other operating entities such as emergency response services and traffic management systems.

Includes Functional Objects:

Functional Object	Description	Physical Object
Emergency Call-Taking	'Emergency Call-Taking' supports the emergency call-taker, collecting available information about the caller and the reported emergency, and forwarding this information to other objects that formulate and manage the emergency response. It receives 9-1-1, 7-digit local access, and motorist call-box calls and interfaces to other agencies to assist in the verification and assessment of the emergency and to forward the emergency information to the appropriate response agency.	Emergency Management Center
Emergency Dispatch	'Emergency Dispatch' tracks the location and status of emergency vehicles and dispatches these vehicles to incidents. Pertinent incident information is gathered from the public and other public safety agencies and relayed to the responding units. Incident status and the status of the responding units is tracked so that additional units can be dispatched and/or unit status can be returned to available when the incident is cleared and closed.	Emergency Management Center
Emergency Routing	'Emergency Routing' supports routing of emergency vehicles and enlists support from the Traffic Management Center to facilitate travel along these routes. Routes may be determined based on real-time traffic information and road conditions or routes may be provided by the Traffic Management Center on request. Vehicles are tracked and routes are based on current vehicle location. It may coordinate with the Traffic Management Center to provide preemption or otherwise adapt the traffic control strategy along the selected route. It may also coordinate with Transportation Information Centers to notify other drivers of public safety vehicles that are enroute.	Emergency Management Center

Includes Information Flows:

Information Flow	Description
emergency operations input	Emergency operator input supporting call taking, dispatch, emergency operations, security monitoring, and other operations and communications center operator functions.
emergency operations status	Presentation of information to the operator including emergency operations data, supporting a range of emergency operating positions including call taker, dispatch, emergency operations, security monitoring, and various other operations and communications center operator positions.
incident notification	The notification of an incident including its nature, severity, and location.
incident notification response	Interactive acknowledgement and verification of the incident information received, requests for additional information, and general information on incident response status.
incident report	Report of an identified incident including incident location, type, severity and other information necessary to initiate an appropriate incident response.
incident response coordination	Incident response procedures and current incident response status that are shared between allied response agencies to support a coordinated response to incidents. This flow provides current situation information, including a summary of incident status and its impact on the transportation system and other infrastructure, and current and planned response activities. This flow also coordinates a positive hand off of responsibility for all or part of an incident response between agencies.
transit emergency data	Initial notification of transit emergency at a transit stop or on transit vehicles and further coordination as additional details become available and the response is coordinated.

Goals and Objectives

Associated Planning Factors and Goals

Planning Factor	Goal
A. Support the economic vitality of the metropolitan area, especially by enabling global competitiveness, productivity, and efficiency;	Improve freight network
B. Increase the safety of the transportation system for motorized and nonmotorized users;	Reduce fatalities and injuries
C. Increase the security of the transportation system for motorized and nonmotorized users;	Improve security
D. Increase the accessibility and mobility of people and for freight;	Reduce congestion
F. Enhance the integration and connectivity of the transportation system, across and between modes, for people and freight;	Enhance integration and connectivity
G. Promote efficient system management and operation;	Improve efficiency

Associated Objective Categories

Objective Category
Emergency/Incident Management: Customer Satisfaction
Emergency/Incident Management: Incident Duration
Emergency/Incident Management: Inter-Agency Coordination
Emergency/Incident Management: Person Hours of Delay

Associated Objectives and Performance Measures

Objective	Performance Measure
Increase customer satisfaction with the region's incident management by X percent over Y years.	Percentage of customers satisfied with region's incident management practices.
Increase percentage of incident management agencies in the region that (participate in a multi-modal information exchange network, use interoperable voice communications, participate in a regional coordinated incident response team, etc.) by X percent in Y years.	Number of agencies in the region with interoperable voice communications.
Increase percentage of incident management agencies in the region that (participate in a multi-modal information exchange network, use interoperable voice communications, participate in a regional coordinated incident response team, etc.) by X percent in Y years.	Number of participating agencies in a regional coordinated incident response team.
Increase percentage of incident management agencies in the region that (participate in a multi-modal information exchange network, use interoperable voice communications, participate in a regional coordinated incident response team, etc.) by X percent in Y years.	Percentage of incident management agencies in region participating in multi-modal information exchange network.
Increase the number of corridors in the region covered by regional coordinated incident response teams by X percent in Y years.	Number of TIM corridors in the region covered by regional coordinated incident response teams.
Reduce mean incident clearance time per incident by X percent over Y years. (Defined as the time between awareness of an incident and the time the last responder has left the scene.)	Mean incident clearance time per incident.
Reduce mean incident notification time (defined as the time between the first agency's awareness of an incident and the time to notify needed response agencies) by X percent over Y years (i.e., through "Motorist Assist" roving patrol programs, reduction of inaccurate verifications, etc.).	Average incident notification time of necessary response agencies.
Reduce mean roadway clearance time per incident by X percent over Y years. (Defined as the time between awareness of an incident and restoration of lanes to full operational status.)	Mean roadway clearance time per incident.
Reduce mean time for needed responders to arrive on-scene after notification by X percent over Y years.	Mean time for needed responders to arrive on-scene after notification.
Reduce the person hours (or vehicle hours) of total delay associated with traffic incidents by X percent over Y years.	Person hours (or vehicle hours) of delay associated with traffic incidents.

Since the mapping between objectives and service packages is not always straight-forward and often situation-dependent, these mappings should only be used as a starting point. Users should do their own analysis to identify the best service packages for their region.

Needs and Requirements

Need		Functional Object	Requirement
01	Emergency Management needs to provide basic public safety call-taking and dispatch of emergency vehicles in order to provide safe and rapid deployment of appropriate resources to an emergency.	Emergency Call-Taking	01	The emergency call-taking center shall support the interface to the Emergency Telecommunications System (e.g. 911 or 7-digit call routing) to receive emergency notification information and provide it to the emergency system operator.
			02	The emergency call-taking center shall receive emergency call information from 911 services and present the possible incident information to the emergency system operator.
			04	The emergency call-taking center shall receive emergency call information from other emergency management centers, e.g. mayday service providers, and present the possible incident information to the emergency system operator.
			07	The emergency call-taking center shall coordinate, correlate, and verify all emergency inputs, including those identified based on external calls and internal analysis of security sensor and surveillance data, and assign each a level of confidence.
			10	The emergency call-taking center shall update the incident information log once the emergency system operator has verified the incident.
		Emergency Dispatch	01	The center shall dispatch emergency vehicles to respond to verified emergencies under center personnel control.
			02	The center shall store the current status of all emergency vehicles available for dispatch and those that have been dispatched.
			03	The center shall relay location and incident details to the responding vehicles.
			04	The center shall track the location and status of emergency vehicles responding to an emergency based on information from the emergency vehicle.
			05	The center shall store and maintain the emergency service responses in an action log.
02	Emergency Management needs to coordinate with other emergency management operations in order to support emergency notification between agencies.	Emergency Call-Taking	05	The emergency call-taking center shall receive emergency notification information from other public safety agencies and present the possible incident information to the emergency system operator.
			06	The emergency call-taking center shall receive emergency notification information from public transit systems and present the possible incident information to the emergency system operator.
			08	The emergency call-taking center shall send a request for remote control of Closed-circuit Television (CCTV) systems from a traffic management center in order to verify the reported incident.
			09	The emergency call-taking center shall forward the verified emergency information to the responding agency based on the location and nature of the emergency.
		Emergency Dispatch	06	The center shall coordinate response to incidents with other Emergency Management centers to ensure appropriate resources are dispatched and utilized.
			07	The center shall receive traffic images to support dispatch of emergency vehicles.
			08	The center shall provide the capability to request remote control of traffic surveillance devices.
03	Emergency Management needs to process current and historical weather and road conditions data from multiple sources in order to generate warnings and route advisories for individual emergency responders or emergency response dispatchers.	Emergency Dispatch	01	The center shall dispatch emergency vehicles to respond to verified emergencies under center personnel control.
		Emergency Dispatch	09	The center shall process road and weather conditions to provide updates to responding personnel.
		Emergency Routing	01	The center shall collect current traffic and road condition information for emergency vehicle route calculation.
			04	The center shall receive asset restriction information to support the dispatching of appropriate emergency resources.
			05	The center shall receive current railroad schedule information for emergency vehicle route calculation.
			07	The center shall calculate emergency vehicle routes, under center personnel control, based on the collected traffic and road conditions information.
04	Emergency Management needs to provide emergency responders with road weather warnings and advisories.	Emergency Routing	10	The center shall provide the calculated route for emergency vehicles to the dispatch function.
05	Emergency Management needs to provide routing information to the emergency responders.	Emergency Routing	06	The center shall track current emergency vehicle location and status along with other emergency vehicle characteristics.
05		Emergency Routing	08	The center shall request and receive ingress and egress routes or other specialized emergency access routes from the traffic management center.

Related Sources

Document Name	Version	Publication Date
None

Security

In order to participate in this service package, each physical object should meet or exceed the following security levels.

Physical Object Security
Physical Object	Confidentiality	Integrity	Availability	Security Class
Emergency Management Center	High	High	High	Class 5
Emergency Telecommunications System	Moderate	Moderate	Moderate	Class 2
Other Emergency Management Centers	High	High	Moderate	Class 4
Transit Management Center	Moderate	High	High	Class 5

In order to participate in this service package, each information flow triple should meet or exceed the following security levels.

Information Flow Security
Source	Destination	Information Flow	Confidentiality	Integrity	Availability
Source	Destination	Information Flow	Basis	Basis	Basis
Emergency Management Center	Emergency System Operator	emergency operations status	Moderate	High	High
Emergency Management Center	Emergency System Operator	emergency operations status	Emergency system controls should not be casually viewable as they impact the availability of emergency services, which if known could be leveraged for illegal activity.	Backoffice operations flows should generally be correct and available as these are the primary interface between operators and system.	Backoffice operations flows should generally be correct and available as these are the primary interface between operators and system.
Emergency Management Center	Emergency Telecommunications System	incident notification response	Moderate	Moderate	Moderate
Emergency Management Center	Emergency Telecommunications System	incident notification response	May contain information specific to an incident and certainly includes follow-on information, which if observed would provide context for the status of an incident, which could be used by a hostile actor for target identification, damage assessment or similar activities.	As a part of incident management activities, this flow must be available, correct and uncorrupted, or management of the incident may be suboptimal, harming safety and or mobility.	As a part of incident management activities, this flow must be available, correct and uncorrupted, or management of the incident may be suboptimal, harming safety and or mobility.
Emergency Management Center	Other Emergency Management Centers	incident report	High	Moderate	Moderate
Emergency Management Center	Other Emergency Management Centers	incident report	This data contains all information regarding the incident. This could include personal information regarding persons involved in the incident. It could also include sensitive information regarding special events or closures. DISC: WYO believes this to be MODERATE.	Minor discrepancies in this data should not have a catastrophic effect, but it should be reasonably controlled and accurate.	A few missed messages should not have a significant effect. However, most messages should make it through and the EMC should be able to know if the TMC has received a message.
Emergency Management Center	Other Emergency Management Centers	incident response coordination	Moderate	Moderate	Moderate
Emergency Management Center	Other Emergency Management Centers	incident response coordination	Will include incident-specific information that could be used by a hostile attacker to target emergency resources, or to avoid those resources in the commission of a crime.	Since this is used to coordinate emergency response, if this flow is unavailable, incorrect or corrupted the response may not be appropriate, comprimising safety and mobility.	Since this is used to coordinate emergency response, if this flow is unavailable, incorrect or corrupted the response may not be appropriate, comprimising safety and mobility.
Emergency System Operator	Emergency Management Center	emergency operations input	Moderate	High	High
Emergency System Operator	Emergency Management Center	emergency operations input	Emergency system controls should not be casually viewable as they impact the availability of emergency services, which if known could be leveraged for illegal activity.	Backoffice operations flows should generally be correct and available as these are the primary interface between operators and system.	Backoffice operations flows should generally be correct and available as these are the primary interface between operators and system.
Emergency Telecommunications System	Emergency Management Center	incident notification	Moderate	Moderate	Moderate
Emergency Telecommunications System	Emergency Management Center	incident notification	May contain information specific to an incident and certainly includes follow-on information, which if observed would provide context for the status of an incident, which could be used by a hostile actor for target identification, damage assessment or similar activities.	As a part of incident management activities, this flow must be available, correct and uncorrupted, or management of the incident may be suboptimal, harming safety and or mobility.	As a part of incident management activities, this flow must be available, correct and uncorrupted, or management of the incident may be suboptimal, harming safety and or mobility.
Other Emergency Management Centers	Emergency Management Center	incident report	High	Moderate	Moderate
Other Emergency Management Centers	Emergency Management Center	incident report	This data contains all information regarding the incident. This could include personal information regarding persons involved in the incident. It could also include sensitive information regarding special events or closures. DISC: WYO believes this to be MODERATE.	Minor discrepancies in this data should not have a catastrophic effect, but it should be reasonably controlled and accurate.	A few missed messages should not have a significant effect. However, most messages should make it through and the EMC should be able to know if the TMC has received a message.
Other Emergency Management Centers	Emergency Management Center	incident response coordination	Moderate	Moderate	Moderate
Other Emergency Management Centers	Emergency Management Center	incident response coordination	Will include incident-specific information that could be used by a hostile attacker to target emergency resources, or to avoid those resources in the commission of a crime.	Since this is used to coordinate emergency response, if this flow is unavailable, incorrect or corrupted the response may not be appropriate, comprimising safety and mobility.	Since this is used to coordinate emergency response, if this flow is unavailable, incorrect or corrupted the response may not be appropriate, comprimising safety and mobility.
Transit Management Center	Emergency Management Center	transit emergency data	Moderate	High	High
Transit Management Center	Emergency Management Center	transit emergency data	Security event or other emergency could be used by an attacker to confirm or further a crime in progress.	This must be accurate to ensure correct response, as human safety may be at stake.	Human safety could be at stake, which suggest sever consequences.

Standards

The following table lists the standards associated with physical objects in this service package. For standards related to interfaces, see the specific information flow triple pages. These pages can be accessed directly from the SVG diagram(s) located on the Physical tab, by clicking on each information flow line on the diagram.

Name	Title	Known Issues	Physical Object
ISO 24100 Probe Vehicle Data Protection	Intelligent transport systems -- Basic principles for personal data protection in probe vehicle information services		Transit Management Center

System Requirements

No System Requirements