SuperMap Integrated Emergency Response Management System


Modern Emergency Response Management Systems (ERMS) aims to improve government capabilities to protect public lives and property; safeguard national security and social stability as well as promoting economic and social comprehensive, coordinated and sustainable development.

SuperMap Integrated Emergency Response Management System (SIERMS) is based on integration of modern technologies such as Wireless Trunking System (WTS), Closed-circuit Television System (CCTV), Global Navigation Satellite System (GNSS), Geographic Information System (GIS) and Computer Telephony Integration (CTI), etc. SIERMS provides a total solution to all public emergency related governmental agencies. Our SIERMS products are committed to enhance government's capabilities of unified command, timely response, and cross-department coordination. It will improve the efficiency of emergency receiving, handling, supervising and closing, keeping secure records of all operations.

System Architecture

SIERMS architecture consists of five layers, starting from bottom up: Infrastructure Layer, Data Layer, Applications Layer, Communication Layer and Users Layer (see figure 1). Below is a brief description:

Fig 1. SIERMS Architecture (click for larger image)

Infrastructure Layer: Consists in the computer hardware (Servers, desktops, peripheral devices, UPS, etc.); civil infrastructure designed for the SIERMS (server rooms, control centers, etc.) and network infrastructure (Structured cabling, switchers, routers, fiber optic channels, etc.

Data Layer: Is composed by required databases like a GIS database (reference maps, road maps, high resolution imaginary); A database to store logs and records of past and ongoing emergencies; Other related databases and a system database to manage SIERMS configuration.

Application Layer: Integrates all the functional modules of SIERMS and contains interfaces to existing external systems (like GSM/GPRS carriers, CCTV systems, Navigation systems, etc). The application layer is part of the SuperMap GIS platform development.

Communication Layer: Available communication carriers define this layer. Both public service telephone networks (mobile phones, fixed lines, VoIP systems) and task specific packet/telephone/radio networks (police wireless trunk systems for example) can be integrated on this layer.

Users Layer: All users accessing the system are included on this layer. They can be divided into five groups attending their roles: Public (call for help/report incidents); Operators (receive incoming calls and process them); Supervisors (Control the SIERMS and intervene to correct deviations if needed); Dispatchers (Assign response units to emergencies and control the process) and; Response units (they deal with the emergency and provide feedback).

Layout and Network Design

The diagram below shows the typical layout design of SIERMS. It employs just one unified Call Center and one Supervision Center but with many Dispatch Centers. If needed, SIERMS can support multi-level Call Centers, Supervision Centers and Dispatch Centers with minimal modifications.

Fig 2. Layout Design (click for larger image)

SIERMS Functional Structure

The SIERMS have a structure consisting on seven functional modules:

Emergency receiving
Emergency supervision
Emergency dispatching
Emergency feedback
Emergency statistics
Administrative module

The diagram below shows the functional structure.

Fig 3. Functional Structure (click for larger image)

All functional modules rely in central servers. Users are able to login and use the system with standard internet browsers over secured IP networks. Access to SIERMS functions depend on user roles. System administrators can define or modify such roles anytime. However all users share the same style of user interfaces (only functions allowed for their roles are available for them) thus minimizing the training effort and maintenance costs.

The usual method for reporting an ongoing emergency is by calling the emergency call centre trough an emergency number (usually short and easy to remember i.e. 911; 999 etc.). Sending SMS to emergency numbers is another option, which is useful in some scenarios. Operators of SIERMS use the Emergency Receiving module to process incoming emergencies from any source.

Supervisors can review ongoing emergencies and correct unwanted deviations using functions provided by supervision and statistics modules. Dispatchers employ the Emergency Dispatching module to direct emergency response units and receive feedback from them. After the emergency is closed, the functions of the Emergency Feedback module keep records and generate reports. The records include feedback from responsible units. Supervisors and dispatchers can use functions provided by the Statistics module to create or browse reports, charts and tables about past and ongoing emergencies. SIERMS Administration module allows administrators to configure the whole system, define the workflow of emergency procedures and execute maintenance procedures.

All SIERMS functional modules seamlessly integrate with GIS. The basic locating and map browsing, querying functions are provided to assist operators locating the emergencies, and dispatchers locating their emergency response resources. SIERMS emergency preplans and dispatching assisted by GIS functions helps the dispatchers quickly determine the right response units and send them to the emergency origin. Statistics module also integrated GIS services functions to display thematic maps of performance indicators, allowing straightforward performance evaluation and improvement of emergency response.

Key Features

Easy to deploy and maintain
Browser/server architecture is an industry standard and easy to deploy and maintain. SIERMS use standard internet browsers and technologies to access centralized data and services.

Integrated with Call Center
SIERMS will integrate very well with call center systems. Whenever there is a call, the caller's number, name, address and coordinates (depend on availability) appear in the emergency record and a history of related calls is ready for easy reference

Efficient information sharing
SIERMS employs a systematic information sharing strategy, in terms of acquisition, process, communication, storage, display and analysis. This can increase the work efficiency of relevant departments and improve decision making for emergency supervisors, dispatchers and response units.

Automatic locating
SIERMS intelligent locating module can quickly convert text addresses, phone numbers, road milestones and street crossings to geographic coordinates and show locations on reference maps in real-time.

Intelligent and quick dispatch
Our SIERMS fully support emergency preplan functions. Authorized users can define preplans for different emergency scenarios and then, SIERMS automatically match declared emergencies with a preplan schema according to location, type and level and will recommend response units and actions. This saves time for supervisors and dispatchers, allowing them to pay more attention to complex and unexpected emergencies.

Fast navigation aids
SIERMS provides native support for shortest/quickest route finding over detailed road networks to minimize delays of response units heading to the emergency location. Routes and turn lists  are available to vehicles/agents navigation devices or to any SMS compatible receiver for text guidance.

Integrated with GNSS
With the native integration of GNSS technology on SIERMS, supervisors and dispatchers can see the real time locations of police cars or officers, ambulances and fire engines processing data from their GPS/GLONASS or upcoming COMPASS/GALILEO receivers. Supervisors, dispatchers and VIPS can monitor the emergency response from SIERMS to make sure everything is in right action.

Integrated with SMS
SIERMS support SMS gateways so that any dispatching information is available to response units via SMS compatible devices just by clicking.

Integrated with CCTV
SIERMS also integrates with CCTV systems. Supervisors and dispatchers can find emergency's nearest CCTV cameras using geographical queries directly on maps and switch to them accessing real time images. This help supervisors and dispatchers with live information about the emergency site and surroundings. Make the right decisions with real-time feedback.

Fig 4. Integrated with CCTV (click for larger image)

Automatic alarm functions
When an emergency becomes active, the SIERMS alerts the corresponding dispatchers both using its own software interface and other signals (sirens, lights) according to predefined emergency levels. SIERMS will keep sending emergency signals regularly until dispatchers respond appropriately to the emergency.

Visualize emergency management status and history with maps and graphs
The SIERMS provides native support for visualizing emergency reports and statistics information with highly customizable thematic maps and graphs. Evaluation of the overall situation and response unit's performance is intuitive, with minimal effort.

Fig 5. Thematic Maps

Workflow based emergency processing procedures
Inside SIERMS the emergency processing procedures can be defined and managed using workflow technology, giving users more flexibility to adapt the system to their organization structures and emergency management cultural and legal framework.

Success Story

SuperMap Software has successfully implemented more than 20 emergency response systems in China. The Emergency Response System of Wuhu City is one example.

Wuhu is a beautiful city in Anhui province with a population of 2.3 million of inhabitants. After adopting the SIERMS since September 2009, the Emergency Call Center of Wuhu city receives and processes more than four hundred emergency reports in average every day. Relevant authorities can deal with these emergency cases in a faster and better-coordinated way.

"The SIERMS builds up an easy and convenient bridge for the government to safeguard the public so as to building a harmonious society."

(Mr. YANG Xiaoming, director of the Informatics Center, Wuhu Urban Management Authority)

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