Today, some twenty-one countries operate national emergency number systems, providing rapid citizen access to emergency services. In the more than sixty years since Britain introduced the first such system, "999", in 1937, national emergency number systems have improved to provide highly sophisticated automated caller number identification and caller location information thereby reducing the dispatch delay.

Despite the advances of emergency number systems in the past twenty years, new challenges lay ahead. Rapidly advancing technologies and the public's desire for more personal and mobile communications demands creative new ways of providing automatic location information. Standardization of emergency numbers, such as those efforts in the European Union to standardize on the number "112", will become more popular and will require careful planning and design.

RCC is helping public safety organizations take advantage of technology by offering comprehensive engineering and consulting services in planning, implementing, and testing emergency number systems. Our broad array of consulting and engineering services can be customized to fit individual needs.

Many enterprise-wide information technology systems are nearing the end of their useful life cycle. Even those still viable are often not robust enough to support the current demands for e-Business, e-Government, and mobile computing applications. Executives and managers are struggling with a myriad of decisions required to "extend" enterprise systems in this new era of mobile workforces. The process is made more difficult by the seemingly changing market direction and vendor hype.

To respond to our client and industry needs, RCC created the Enterprise Solutions Center of Excellence. Enterprise Solutions brings together consultants, engineers, and former industry professionals and leverages RCC's 20 plus years of mobile computing and information technology experience with the industry and thought leadership required today and in the future. RCC offers executives and managers a clear choice to resolve confusion surrounding mobile computing and information technology issues and to move forward purposefully to implement robust and cost-effective technology, applications, and systems.

Enterprise Solutions provides planning, design, procurement, and implementation services in the following specific areas of public and private information systems:

•  Computer Aided Dispatch Systems
•  Records Management Systems
•  Mobile Data Computing Systems
•  Field Force Management and Reporting
•  Utility Management Systems
•  Automatic Vehicle Location Systems
•  Tactical Map Display Systems
•  Criminal Justice and Jail Management Systems

RCC can help you analyze your near and long term requirements, and assist in determining how your present system can be enhanced, modified, or upgraded to meet those needs. RCC can also assist in:

•  Developing specifications for new or replacement enterprise systems
•  Publishing Request for Proposals and Evaluation of Proposals
•  Contract Negotiations
•  Implementation Management and Acceptance Testing
•  Integration Services

Our consultants adopt a client-centered approach to each project to ensure rapid, cost-effective, and successful completion of the project. RCC implements effective quality assurance procedures on each project to ensure success.

Rapidly changing radio and data communications technology, evolving industry standards, and a growing public perception of the importance of emergency communications reinforce the importance of the emergency communications center or control room in the emergency services system. The public now expects, and even demands seamless telephonic access to emergency services and the rapid response of properly trained and equipped emergency services providers. RCC Consultants has the experience and expertise to help emergency communications center and control room planners and managers turn a plan into reality. Our experience encompasses a thorough knowledge of emergency communications centers and control room design, equipment, staffing, and operational management.

We apply engineering skills and practical operational experience to develop solutions that meet mission critical needs. Our deep industry knowledge and experiences is a differentiator and is the foundation on which RCC builds a full scope of services from strategy through implementation and operations.

The effect of workloads within the emergency communications center impacts the functioning and service level of the communications center in three broad areas:

Work Flow - The route an emergency call for assistance takes from the time the call enters the communications center until an appropriate response by properly trained emergency responders is made.

Technology - The systems used to enhance the work flow process. These include emergency number telephone systems, automatic call distributors, computer aided dispatch systems, records management systems, dispatch consoles, and automated statistical analysis tools.

People - Unquestionably the most significant asset within the emergency communications center.

The "what-if" capabilities of emergency communications centers enables center managers and other public safety officials to make better decisions than can be achieved by manual methods. Simulation is a proven method for responsibly managing critical processes and has been in wide spread use in manufacturing and customer service organizations for decades.

RCC has developed a strong process analysis and design methodology for performing simulation models that are designed to ensure service level goals are effectively addressed.

Any bottleneck in the emergency call process will reduce the effectiveness of the overall emergency response. The first step in RCC's simulation process consists of a concise and complete description of the process of receiving and processing emergency calls through the entire emergency dispatch process. The process is then converted into a detailed schematic.

Once the process is converted to a schematic, we can animate the schematic in a time-based computer model that simulates the process. The computer simulation demonstrates where bottlenecks occur and allows the consultants and communications center managers the flexibility of performing any number of "what if" analyses to help find the most efficient use of work flow, technology, and people.

At RCC, our purpose is to help our clients find ways to efficiently improve service through the emergency call process. Our consultants and engineers bring the depth and breadth of knowledge that can only come from long and relevant experience.

The spatial needs for the emergency communications center reflect the operational requirements in terms of area assigned, functional adjacencies, and equipment to support mission critical operations. Changes in technology occur so frequently that the estimate of space needs in a communications center is in may ways a reflection of a static condition in an evolving field. RCC's aim is to help emergency communications center managers or the communications center architect develop a space program in such a manner that as changes in workloads and technology occur, new equipment and systems can be accommodated within the space that is provided.

The communications infrastructure is becoming one of the most critical elements in the design of a new, or renovation of existing, emergency communications centers. Emergency communications centers have sophisticated telecommunications requirements that utilize local or wide area networks supporting voice, video, imaging, and data applications. The technologies required to support these applications are constantly changing and pose significant challenges to the architectural design of these centers.

RCC's specific functions can vary widely depending upon the project. Our consultants and engineers offer the flexibility of working directly with emergency communications center managers in performing space programs to working with architects supporting the design and construction of new or renovated centers. RCC has specific expertise in the following areas:

•  Access Control Systems
•  Emergency Number Systems (9-1-1 & 112)
•  Building/Campus Voice, Data, and Video
•  Closed Circuit Television (CCTV)
•  Emergency Power and Grounding
•  Fiber Optic Transmission
•  Local (LAN) and Wide-Area (WAN)
•  Voice Telephone Systems (PBX, Centrex, ACD, and other special systems)
•  Antenna Tower Design & Construction
•  Security, Surveillance, and Access Systems
•  Structured Cabling Design

Rapid access to emergency services by a universal emergency number is an important issue of all citizens. It is important that citizens know how to use the system and have confidence in the service when calling. Today there are some twenty-five countries that provide universal emergency number access such as 9-1-1 in the United States, 999 in the United Kingdom and, 112 throughout the European Union.

The emergency number system design process sometimes can be fairly complex, with many interrelated factors involved. RCC's specific functions can vary widely depending upon the project. Our consultants and engineers offer the flexibility of working directly with planners in identifying emergency services boundaries and configuration, system operation, identifying telephone service requirements and features, planning the proper number of telephone line capacity, specifying and procuring call answering and transfer equipment, planning personnel needs, and other equipment and operational requirements. RCC has specific expertise in the following areas:

Traffic Engineering		Emergency Call Handling Equipment
	Busy Hour Call Volume Per Shift		Incoming Emergency Lines
	Call-Taker Obligated Time		Outgoing Private Lines
	Emergency Call Process Analysis		Non-Published Number Lines
Performance Requirement Definition			Administrative Lines
	Call-Taker Grade of Service		Terminal Equipment
	Telephone Grade of Service	Personnel Requirements
	Staffing Levels		Call Takers
Communications Network Features			Dispatchers
	Answering Point Location		Supervisory
	Dispatch Center Locations		Support
	Central Office Service Areas	Other Equipment Requirements
	Types of Telephone Lines		Logging Devices
	Terminal Equipment		Instant Playback Devices
	Optional Service Features		Intercom Systems
Operational Methods			Automated Call Distributors
	Direct Dispatch, Transfer, Relay		Automated Attendant Systems
	Single State or Multi Stage		Emergency & Standby Power Systems
			Lightening Protection Systems
			CCTV and Surveillance Systems
			Access Control

In determining the proper number of radio frequencies needed for new or expanded mobile radio systems, a key tool to consider is radio traffic monitoring. Radio traffic monitoring is used to assess the amount of radio traffic that is generated throughout the day and provides verifiable evidence of the need for frequencies during the licensing process. The radio frequency spectrum is a limited natural resource that is accessible to everyone. Therefore, national objectives for the use of this spectrum are to make effective, efficient, and prudent use of the spectrum in the best interest of all users. RCC's radio traffic monitoring system has been designed to aid in the effective and efficient design of mobile radio systems.

RCC's radio traffic monitoring system consists of a radio receiver that is capable of scanning up to twenty radio channels every second. The output of the radio traffic monitoring radio receiver is directed through the serial port to a computer. Special software, written by RCC, controls and synchronizes the receiver and is also used to analyze the large amount of data recorded during the test period.

At the conclusion of the monitoring period, the data is collected and extensive statistical analysis is conducted. The analysis yields the overall amount of radio traffic during the test period. Of particular interest is the peak amount of traffic over any given hour. Data analysis can also be broken down per channel, yielding information on radio channels and usage, returning the probability of call being blocked due to the channel being busy. This information is used to identify radio channels that are congested and channels that are not being used as efficiently.

The results of radio traffic monitoring help to plan a more efficient system and are useful in conserving valuable radio frequency spectrum. Results from radio traffic monitoring are used to support FCC license applications for additional frequencies and for the coordination process used in assigning trunked radio frequencies.

Independent review of Wireless location accuracy is the only way to ensure that Wireless callers are receiving the same high quality of service that Wireline users are now receiving. Location accuracy testing provided by RCC gives the PSAP and other public safety managers the essential, objective analysis they need to be confident in their service delivery quality.

RCC's Wireless Location Accuracy Testing is based on the Federal Communication Commission's OET-71 Standards and establishes an accurate ground truth reference with a high accuracy GPS. RCC performs tests of randomly selected points across the actual operating environs and conditions of the PSAP and local first responders. The end to end design of the RCC's methodology allows for a comprehensive test from cell phone to PSAP.

RCC Wireless Location Accuracy Testing software establishes the position of the test vehicle and directs the test team to each randomly generated test location. Coordinate samples are collected from each test location at a rate of one every three seconds. Time is the reference used to compare the ground truth samples established in the RCC Wireless Location Accuracy Testing software against the location determination method used by the Wireless carrier.

The RCC Wireless Location Accuracy Testing software determines the number of statistically significant sample test locations within the test area. To ensure the highest level of accuracy in each test, the software determines the optimal number of samples taken at each test location based on a statistical confidence level of 95%.

Benefits of Industry Certification

• Independent Review and Verification of Location Information.
• Greater Public Confidence In 9-1-1 Systems.
• Improved Service To Public.

Key Features of RCC's Wireless Location Accuracy Service

• Equipment and Methodology Developed From the Citizen and PSAP's Perspective.
• Complete End-To-End Test From Point of Origination To Call-Taker Acknowledgement.
• Based on Recognized Industry Performance Standards and Testing Methodologies.
• Wireless Access Technology Independent.