Distributed Incident Handling System with Pre-Processing Analysis
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Solution Overview
Problem
Conventional incident handling systems for security alarms and events often result in queuing of reports due to the unavailability of human operators, leading to increased response times and inefficient use of resources, with a need for improved scalability and resource utilization.
Innovation Solution
An incident handling system that includes a server for receiving reports from geographically distributed surveillance devices, storing surveillance and user profiles, performing pre-processing analysis, and matching users based on competence and availability to manually review incidents, allowing for global distribution and cost-effective handling.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If a physical alarm operating center with human operators is used to handle incident reports, then manual review and decision-making can be performed, but incident reports are queued when operators are unavailable, resulting in increased response times
Solution Approach 1:
The system transitions from a single physical location (alarm operating center) to a geographically distributed network of users who can handle incidents from any location. This dimensional expansion allows continuous incident handling without queuing, as users are distributed across different time zones and availability patterns, eliminating the bottleneck of a single physical center while maintaining quality manual review.
Solution Approach 2:
The system implements automated pre-processing analysis that prepares incident reports before they reach human users. The analysis module automatically categorizes incidents, extracts relevant information, and prioritizes them, allowing users to receive pre-processed incidents ready for immediate review rather than raw unprocessed data. This self-service preparation reduces the time users need to spend on each incident while maintaining review quality.
2Productivity
If more human operators are deployed to handle incident reports, then response times can be reduced, but system complexity and operational costs increase
Solution Approach 1:
The system segments the incident handling process into distinct phases: automated pre-processing analysis, user evaluation, and final decision-making. This segmentation allows the system to handle incidents through a distributed network of users rather than requiring a large centralized team, reducing operational complexity while maintaining high handling capacity. Each user handles only the evaluation phase, with automated systems managing data preparation and coordination.
Solution Approach 2:
The system introduces an automated analysis module as an intermediary between incident generation and human user review. This intermediary pre-processes incidents, extracts key information, and presents standardized data to users, eliminating the need for users to perform initial data gathering and analysis. This intermediary layer enables a smaller distributed user base to handle more incidents efficiently without increasing system complexity.
3Ease of operation
If a centralized alarm operating center is used, then all incidents can be handled from one location, but the system lacks scalability and cannot efficiently utilize distributed resources
Solution Approach 1:
The system creates a universal platform that can operate with users in any geographic location, rather than requiring a specific centralized location. The analysis module and user interface are designed to work with distributed users across different environments and time zones, allowing the system to scale globally while maintaining consistent incident handling procedures. This universality enables the system to adapt to local conditions while preserving centralized coordination capabilities.
Data Source
AI summary
The present invention relates the operation and handling of incidents, for example in relation to alarms and events generated in relation to a security system by a plurality of surveillance devices. The invention also relates to a corresponding incident handling method and a computer program product.