Emergency Dispatch Portal with Automated Caller Data Integration
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Solution Overview
Problem
Current emergency dispatch systems face inefficiencies and delays due to challenges in understanding callers, particularly in noisy or language-barrier situations, and issues with abandoned or inaudible calls, leading to potential failures in dispatching first responders in a timely manner.
Innovation Solution
An emergency portal and dispatch system that prioritizes calls by allowing callers to electronically provide emergency information, such as priority and type, directly to the dispatch center, using a unified interface that integrates with computer-aided dispatch systems, and includes features like text-to-speech and speech-to-text capabilities to facilitate communication and reduce reliance on verbal responses.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a dispatcher asks a multitude of questions to the caller to determine emergency information, then the accuracy of emergency information collection is improved, but the response time is significantly delayed
Solution Approach 1:
The system performs preliminary actions by automatically collecting caller information (name, location, emergency type) through integration with external databases before the dispatcher needs to ask questions. The ANI database provides caller name and number, ALI database provides location, and GPS provides precise coordinates, all obtained automatically upon call initiation.
Solution Approach 2:
The system enables self-service by using automated database queries and GPS tracking to collect emergency information without requiring the dispatcher to manually ask questions. The caller's device automatically provides location data, and the system automatically retrieves name and address information from integrated databases.
2Measurement precision
If the dispatcher waits for audible voice responses from the caller, then communication accuracy is improved, but abandoned calls consume excessive time
Solution Approach 1:
The system introduces text messaging as an intermediary communication channel between the dispatcher and caller. When voice communication fails or the call appears abandoned, the system automatically sends text messages to the caller's device, allowing communication to continue through an alternative medium without requiring the dispatcher to manually initiate retry attempts.
Solution Approach 2:
The system implements automated feedback mechanisms by monitoring call status and automatically initiating text message communication when voice communication fails. The system provides feedback about call abandonment detection and automatically responds with text-based communication options, creating a closed-loop system that adapts to communication failures.
3Reliability
If the dispatcher manually processes each call with waiting periods, then communication reliability is improved, but productivity of the dispatch system deteriorates
Solution Approach 1:
The system performs self-service by automatically detecting abandoned calls, determining caller location through GPS and ALI databases, and initiating text message communication without dispatcher intervention. The system autonomously manages the entire call processing workflow, from detection to alternative communication initiation, freeing dispatchers to focus on active emergencies.
Solution Approach 2:
The system replaces the mechanical process of manual dispatcher monitoring and waiting with automated electronic detection and response mechanisms. GPS tracking, database queries, and automated text messaging systems substitute for the manual mechanical process of dispatcher observation and intervention, dramatically increasing system throughput.
Data Source
AI summary
A computer aided prioritization (CAP) system may receive, from the emergency event reporter device, an emergency event including a priority selected from a set of event priorities and a type of event selected from a set of event types associated with the selected event priority; determine, based on the emergency event and without querying the emergency event reporter device for additional information, whether the emergency event indicates a higher priority emergency event to be handled by a computer aided dispatch (CAD) system or a lower priority emergency event to be handled automatically by a computer aided event module (CAEM); and selectively route the emergency event report to at least one of the CAD system and the CAEM according to the determination.