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Stephen Spoonamore Dir. Govt. Programs spoon@sendwordnow

Remote Hosting of Emergency Notification Solutions Overview of Existing Ops and Future Developments. Stephen Spoonamore Dir. Govt. Programs spoon@sendwordnow.com. Remote Hosting of Communications Mission. To reach thousands in minutes globally

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Stephen Spoonamore Dir. Govt. Programs spoon@sendwordnow

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  1. Remote Hosting of Emergency Notification Solutions Overview of Existing Opsand Future Developments Stephen Spoonamore Dir. Govt. Programs spoon@sendwordnow.com

  2. Remote Hosting of Communications Mission • To reach thousands in minutes globally • To prepare organizations for unexpected crises and preload teams and groups needed to address them in remote hosted “hot-standby” status. • To solve painful 2-way communication problems in degraded and challenging environments • To find and link event specific experts to Incident Command

  3. What the System must be to accomplish this: • Fully hosted, outsourced, remote, multiple redundant • Sends messages to hundreds or thousands of people in near zero time • Simultaneously organizes dozens of work groups • Use any or all familiar communication devices • (cell, work, home phones, email, pager, text devices) • Works from anywhere, to anywhere

  4. we How SWN is doing this • Founded as a direct result of 9/11 • Intended to manage massive area disasters • Focus on High-Speed, High-Volume Remote hosting • Easily scales to suit exact requirements • Outsourced solution • No dependencies on any local existing infrastructure • Allows Incident Command to run system from anywhere • No hardware to install or software to upgrade • No single points of failure • Multiple components spread throughout the country • 24/7/365 – The correct commands sit Standby-Hot

  5. What The Service Does so far • Automates and preloads work groups and plans • Forces planning for situations • Simplifies logistics when crises arise • Distributes information quickly and accurately • Finds and Patches in Remote Experts • Improves response times during critical events • Helps centralize employee contact information • Recall and re-assign teams in near zero-time • Announces/tracks internal network disruptions

  6. Current Infrastructure Map of SWN System(North America) SWN HQ Data Center IVR Bank Call Center Ops Center

  7. Capability of the System • Send to voice and text devices simultaneously • Response options from voice and email • International dialing • Send messages via web, email, toll-free number 24-7 • Real-time tracking of responses • Message triggering via Blackberry, TREO or Phone • Bridge to conference call • Customized Caller ID • Assign logins and passwords to team members • Manage 2000+ voice points of contact/minute • Manage 40,000+ text points of contact/minute

  8. Current Challenges in Public Response Events Many Agencies have inherent “Hug The Box” bias. Turf issues of who controls data planning also challenging Current drive to interoperability is moving toward creation of local monoculture systems, not remote hosting Nomenclature and Incident Command for EMS and Mass Recall have variable and often contradictory procedures Mass Evacuation needs need to run in complete reverse of EMS attack of situation Level of Security for Data and “Need to Know” issues.

  9. System Extensions (Proposed) for Public Alert • Send Pre-loaded Packets to each Cell Tower, set Cell Tower to reverse call all phones it can “see” with message. • Create Local “Evacuation” Mass Call #s, SWN would manage, update and reset open evacuation messages. • Create and set flexible “recall pools” as recalled assets found • Manage the two way communication for deploying recalled assets

  10. Stephen Spoonamore Dir. of Government and Institutional Programs spoon@sendwordnow.com C- 646 351 2255 w – 212 645 5985 x 824

  11. Current Clients using SWN (partial)

  12. Quotes from Users on System • “What took hours on 9/11 took minutes (Blackout 2003).” Bank of New York • “I wish I had your service during the Blackout 2003.” New York Presbyterian • "Terrific idea...wish we had this 20 years ago.” United States Postal Service • “This tool saves time, money and lives.” Veterans Affairs Region 21

  13. Technology Summary • Industry Standard • PHP front-end • Win2K/IIS/MS SQL Server back-end • XML interface • Redundant / Fault Tolerant Infrastructure & Architecture • Dual Qwest locations with “Twin” systems in each location. • Hot Standby Architecture • Multi-sourced at the provider level, DR w/ secondary providers • Secure • SEC Data handling, SEC certified Architecture • Change Management partitions: Dev -> Pre-production-> Production • Hardened OS’s /encrypted DBs • Scalable • Architected around production units • Real Time • Centralized management allows on the fly service and real time reporting

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