August 22, 2013 By Bill Schrier
When you are in a life-threatening emergency – a serious car accident or having a heart attack or your house is on fire – what do you do? You call 9-1-1, of course. With the emphasis on CALL, because, with just a few exceptions, there’s no other way to get police or firefighter or emergency medical help except calling on the phone. You can’t text 9-1-1 or send an email to a PSAP or tweet to 9-1-1.
9-1-1 Centers, often called PSAPs or Public Safety Answering Points, have a lot of sophisticated technology beyond 1920s-era voice phone calls, but very little of it is used to communicate with the public.
The National Emergency Number Association (NENA) and the government – specifically the Federal Department of Transportation – have a plan to fix that. The plan is called "Next Generation 9-1-1" or NG-9-1-1. At some point you may be able to text 9-1-1 or send an e-mail message or upload photos and video to help first responders protect life and property.
Some cities, however, have already implemented 3-1-1 systems for non-emergency customer service. In these cities – Portland and Denver for examples– you call 9-1-1 for emergencies and 3-1-1 to get help with any other municipal government service such as building permits, streetlight repair or animal control.
I recently did a podcast with Mark Fletcher on the Avaya Podcast Network (APN) discussing 9-1-1, 3-1-1 and these next-generation contact methods for the public. Fletch(@Fletch911) and I came up with the term "Next Generation 3-1-1" to describe using a set of new technologies and social media for citizens to reach their governments for service.
What can NG-9-1-1 and PSAPS learn from "next generation 3-1-1"?
Well, for one thing, "next generation 3-1-1" has already arrived. If you are in one of the places with 3-1-1, you can obviously just call that number to initiate almost any government service or report a problem. But virtually all those 3-1-1 cities also offer a 3-1-1 web input form and give you a tracking number. Some of them now tweet and allow tweeting as an input. Others are experimenting with Facebook pages, online chat, and email. Many of these contact methods allow you to send a photo or video of the issue.
Another common contact method is texting – there’s even "an app for that" in Textizen, developed by Code for America. In truth, Textizenis as much about citizen engagement and interaction as it is 3-1-1 and requesting service. But the important point is that Philadelphia, Austin, Salt Lake City and other places have implemented it as an alternate contact method.
A final, powerful, "NG3-1-1" technology is the downloadable mobile app. Some cities have developed their own app such as Boston’s Citizen Connect or Seattle’s Find It Fix It. These are sometimes built on technology developed by private companies such as Connected Bits or See-Click-Fix (Ben Berkowitz, the CEO, is a worldwide leader in this space).
A frequent criticism of NG-3-1-1 services and apps is that they only work in one city. You can download the "Chicago Works" NG-3-1-1 app, but cross into the suburbs and it is useless. But Boston and Massachusetts fixing this by extending Boston’s Citizens Connect into Massachusetts Commonwealth Connect. This allows 40 cities in Massachusetts to have their own individually branded app, but, using the GPS feature on smartphones, to report problems no matter where they are. A resident of Chelsea who is in Boston for a Red Sox game could see a problem – a smashed stop sign for example – and use the Chelsea app to report it to the Boston
Admittedly, we have a long way to go with 3-1-1 – most places in the nation don’t have it (indeed, even in Boston and Seattle you don’t call 3-1-1, but rather a 10 digit phone number). But we can still think about some future "next generation" features for 3-1-1 which would be relatively easy to implement with today’s technology even if they are still difficult to implement in the culture of government operations:
Lessons for NG-9-1-1. I’ve laid out a long list of examples and suggestions above which, together, could be called the "landscape and roadmap" for Next Generation 3-1-1. Some of them clearly could be adopted for use in PSAPs and 9-1-1 centers. The "low hanging fruit" here, I think, for NG 9-1-1 is:
A number of obstacles remain, however:
And, most importantly, with 9-1-1 lives are often at stake, so thorough research and preparation must precede adoption of these new technologies in PSAPs.
My podcast with Mark Fletcher on the Avaya Podcast Network was a fortuitous meeting. We've probably coined the phrase "Next Generation 3-1-1". But while the tools and technologies of NG-3-1-1 certainly chart a path for PSAPs and NG-9-1-1, following that path will require innovative solutions to a number of obstacles.