E MERGE Workshop 1 Stakeholder needs

Slide1 : Pan-European Harmonisation of Vehicle Emergency Call Service Chain Stakeholders status and needs Alessandro Murro MIZAR Automazione S.p.A.


Stakeholders status and needsValue chain : Stakeholders status and needs Value chain Vehicle SP PSAP EA Mobile Op.


PSAP Mission : PSAP Mission PSAP receives the E-call, possibly questions the caller, sends appropriate emergency service necessary at national level to comply with EU directive on 112 capability of coordination of rescue forces extended capability to handle Telematics call from IVS and/or SP (samples: Sweden, UK)


PSAP Requirements : PSAP Requirements Referred to telematics calls: Data on: accurate location + vehicle + occupants + accident (regardless the source of the call) Validation criteria for forwarded calls (93% false alarms in some cases) Legal framework (data protection, liability) Recognise “good samaritan” calls Same level of service - paid for or not Interpretation of calls generated from IVS Minimum infrastructure


Emergency Authorities : Emergency Authorities Provide: Rescue services; Timely response; Adequate response (e.g. what is needed); Cross-boarder handling; Reporting and documentation.


Emergency AuthoritiesKey Requirements : Emergency Authorities Key Requirements Accurate Location (track and point) What is involved (e.g. brand, type and colour of vehicle, …) Condition of the vehicle (e.g. speed impact, deceleration, …) Who is involved (e.g. how many persons) What service is required (e.g. Fire brigade or Health Care or both, how many rescue vehicles, …)


Service Providers : Provide to subscribers: breakdown calls handling and management value added services IVS communication handling E-Call forwarding to PSAP tracking and tracing customer profile … (car makers, after market, fleet management, …) Service Providers


Service Providerssamples : Falck Security (S) Private Security Agency (not medical) - Volvo On Call in emergency cases operator forwards the E-Call to the PSAP SOS Alarm (S) Commercial Call-Centre GSM/GPS based security services operator is the same who handles 112 (non telematics) calls Service Providers samples


Service ProvidersKey Requirements : Proprietary communication protocol IVS-SP standardised SP-PSAP comm protocol reference SP-PSAP contract/agreement minimum mandatory E-Call service level legal framework (data protection, liability) high reliability of PSAP Service Providers Key Requirements


Stakeholder Needs : Stakeholder Needs E-Call Service Center Reliable in-vehicle system with correct position information transfer State of the art IT infrastructure and resources for 24/7 service Up-to-date customer and vehicle information database Direct link into PSAPs, permanent up-dates, PSAPs to handle location information Procedures for telematics based E-call handling PSAPs Correct information: Event, location, need State of the art equipment to handle location information (Virtual) Network Optimized police, ambulance, fire brigade control rooms and connections (1 number) Means to reduce silent e-calls and handle „good samatarian“ calls Speed of transfering incoming calls


Stakeholder Needs : Stakeholder Needs Control Room Level Correct information: Event, location, need (ambulance, helicopter) State of the art equipment to handle location information Virtual Private Network Optimized police, ambulance, fire brigade control rooms connections Speed of transfering incoming calls to rescue service Ability to contact the caller for further details and confirmation Rescue service Event, location, need Information to arrive at accident as fast as possible (location, traffic situation, navigation, direction, identification of vehicle) More details about accident (airbag, roll-over, impact speed, kind of injuries) More info about customer (number, children, medical infos)