The Operational, Human and Policy Implications of Next Generation 9-1-1 Services in British Columbia Part One: Current State and Objectives [DRAFT] 7/30/2021 Maggie Quirk Centre for Operations Excellence Mike Webb Chief Innovation Officer The Operational, Human and Policy Implications of Next Generation 9-1-1 Services in British Columbia Part One: Current State and Objectives Table of Contents Table of Contents ........................................................................................................... 2 Preface ........................................................................................................................... 5 Acknowledgements ......................................................................................................... 7 Executive Summary ........................................................................................................ 8 1. Introduction ........................................................................................................... 12 1.1. Purpose of Research ......................................................................................... 12 1.2. Approach Taken ................................................................................................. 12 1.3. Participants Consulted ....................................................................................... 13 1.4. Literature Reviewed ........................................................................................... 13 2. Overview of Current 9-1-1 Services in BC ............................................................. 14 2.1. What is 9-1-1? .................................................................................................... 14 2.2. How Does 9-1-1 Work? ...................................................................................... 15 2.2.1. Types of 9-1-1 Service ......................................................................................... 17 2.2.2. Call Answer and Dispatch Standards ................................................................... 18 2.2.3. Voice Over IP and Satellite Calls ......................................................................... 18 2.3. Regulatory and Legal Framework ...................................................................... 18 2.3.1. Regional Districts ................................................................................................. 18 2.3.2. Canadian Radio-television and Communications Commission (CRTC) .............. 19 2.3.3. Freedom of Information and Protection of Privacy Act (FOIPPA) [BC] ................ 19 2.3.4. Emergency Communications Corporations Act [BC] ........................................... 20 2.4. Components and Stakeholders .......................................................................... 20 2.4.1. Operational ........................................................................................................... 20 2.4.2. Technical .............................................................................................................. 21 2.4.3. Industry ................................................................................................................. 22 2.4.4. Administrative ....................................................................................................... 23 2.4.5. Other ..................................................................................................................... 24 2.5. Key Statistics and Performance Metrics ............................................................. 25 2.5.1. BC 2020 Aggregate 9-1-1 Call Volumes .............................................................. 25 2.5.2. PSAP Key Performance Indicators ...................................................................... 30 2.6. Coverage Gaps .................................................................................................. 31 2.6.1. B9-1-1 to NG9-1-1 Transition ............................................................................... 31 2.6.2. Remote and Rural Regional Districts ................................................................... 32 2.6.3. First Nations ......................................................................................................... 33 3. Overview of Next Generation 9-1-1 ....................................................................... 34 3.1. General Overview & International Perspective ................................................... 34 3.1.1. International Perspective ...................................................................................... 34 3.2. CRTC Decisions and National Rollout Plans ...................................................... 35 3.2.1. Telecom Regulatory Policy and Decision ............................................................. 35 3.2.2. COVID-19 and New Deadlines ............................................................................ 36 3.2.3. ESWG Task Identification Forms (TIFs) .............................................................. 36 Page 2 The Operational, Human and Policy Implications of Next Generation 9-1-1 Services in British Columbia Part One: Current State and Objectives 3.3. Telecommunications Service Provider Plans ...................................................... 37 3.3.1. Originating Service Providers (OSPs) .................................................................. 37 3.3.2. Next Generation Core Services (NGCS) Providers ............................................. 37 3.4. Public Safety Answer Point Transition Plans ...................................................... 37 3.4.1. Public Safety Answer Points (PSAPs) ................................................................. 37 3.5. New and Enhanced Services in NG9-1-1 ........................................................... 38 3.5.1. Real Time Text ..................................................................................................... 38 3.5.2. Improved Location Accuracy ................................................................................ 38 3.5.3. Digital Still Images ................................................................................................ 38 3.5.4. Video .................................................................................................................... 39 3.5.5. Additional Data/Information .................................................................................. 39 3.5.6. Automatic Crash Notification ................................................................................ 39 3.5.7. Social Media Integration ....................................................................................... 40 3.5.8. Multichannel and Omnichannel Non-Emergency Contact ................................... 40 4. Findings and Key Themes ..................................................................................... 41 4.1. Risk to Reliability of Technology Platforms ......................................................... 41 4.2. Inability to Evolve 9-1-1 Services ....................................................................... 41 4.3. Lack of Interoperability ....................................................................................... 41 4.4. Limited Resilience Caused by Consolidation ...................................................... 42 4.5. Limited Location Accuracy ................................................................................. 43 4.6. Lack of Z-Axis Location Information ................................................................... 43 4.7. Inaccuracies and Delays in Updating GIS Mapping Information ......................... 44 4.8. Lack of Simultaneous Dispatch .......................................................................... 44 4.9. Limited Information About a Caller ..................................................................... 45 4.10. Limited Information About an Event .................................................................. 45 4.11. Limited Ability to Support Callers with Limited Ability to Speak ......................... 46 4.12. Gaps in 9-1-1 Coverage in Remote and Rural Regions .................................... 46 4.12.1. Limited Availability and Reliability of Telecom Services ...................................... 46 4.12.2. Lack of Location Information Provided with Basic 9-1-1 ...................................... 47 4.12.3. Limited 9-1-1 and Emergency Response ............................................................. 47 5. 9-1-1 in First Nations Communities ....................................................................... 48 5.1. Current State ...................................................................................................... 48 5.2. Findings and Key Themes .................................................................................. 49 5.2.1. Limited Wireless Coverage .................................................................................. 49 5.2.2. Limited Emergency Communications and Response Resources ........................ 50 5.2.3. Incomplete or Non-Standard Mapping, Addressing & Street Signage ................. 51 5.3. Administration and Coordination ........................................................................ 51 5.3.1. Limited 9-1-1 Information ..................................................................................... 52 5.3.2. Need to Develop New Agreements for NG9-1-1 .................................................. 54