Ensuring the Continued Success of E911 in New Mexico

1
Ensuring the Continued Success of E9-1-1 in New
Mexico

• This session will diagram and explain the
  relationships between the important players who
  ensure the continued success and accuracy of
  E9-1-1. These are the individuals who assign
  addresses, build and maintain the GIS mapping
  layers, answer 9-1-1 calls and document errors
  and issues, manage PSAPs and maintain the vital
  E9-1-1 MSAG and ALI databases. We will use real
  examples from real counties and PSAPs across New
  Mexico to explain how data flows from field to
  PSAP and errors and issues discovered at the PSAP
  are communicated to the proper authorities and
  resolved.

2

• The Players
• Addressing Authorities/Addressors
• GIS Providers/Mappers
• PSAP Administrators
• MSAG Coordinators
• Dispatchers
• Local Exchange Providers
• Intrado (E9-1-1 Database)

3

• Addressing Authorities/Addressors
• Usually a County, Municipal Office or Native
  American Nation with the authority to assign a
  new address to a new residence or business in
  their jurisdiction. Sometimes the county is the
  addressing authority for some smaller
  municipalities. Addressing Authorities usually
  have road naming authority as well.
• MSAG-Valid addressing is critical to the success
  of E9-1-1.
• May or may not use GIS or digital mapping
• More than 100 Addressing Authorities in NM
• The USPS usually does not assign 9-1-1 addresses.

4

• GIS Providers/Mappers
• Usually a County, Municipal Office or Native
  American Nation.
• GIS Providers maintain road centerline GIS data,
  which may be used to automate address assignment.
• GIS centerline data is usually only one of many
  map layers maintained by the GIS Provider.
• GIS Provider may maintain data for other county
  offices such as the Assessor or Planning/Zoning
• Road centerline data maintained for the Statewide
  NED Project must meet certain GIS and attribute
  requirements.

5

• PSAP Administrators
• Coordinate the equipment, software, databases and
  personnel in the dispatch environment.
• Serve as MSAG administrator or Appoint MSAG
  Administrator(s)
• Request Prep Process to initiate E9-1-1 process
  at PSAP
• Receive error reports (DIRs) from Qwest

6

• MSAG Coordinators
• Use 911Net to update and maintain the MSAG
• Receive error/SAU reports from Intrado or from
  PSAP Coordinator
• Receive ALI error reports from Dispatchers
  through PSAP Coordinator
• May be Addressing Authority and/or GIS Provider
• May work at PSAP or at county/municipality
• May be more than one MSAG coordinator for each
  Countycharged with MSAG updates in a specific
  political area such as village, town, city,
  Pueblo or county.
• If MSAG coordinator is not addressing authority
  or GIS Provider, must coordinate with same to
  resolve errors.

7

• Dispatchers
• Receive 9-1-1 calls and rely on ALI display in
  9-1-1 or CAD software and eventually, in dispatch
  mapping
• Verify each callers 9-1-1 address, whether or
  not it is displayed in ALI
• Document all errors (9-1-1 address given by
  caller doesnt match displayed 9-1-1 address),
  NRF (No record foundno address displayed), SAUs
  (Specific address unknown)
• May resolve ALI errors, NRFs and SAUs by
  verifying correct 9-1-1 address and reporting
  corrections back to PSAP Coordinator through
  reporting process established at the PSAP
• Accuracy and completeness of 9-1-1 databases
  directly affects dispatchers effectiveness at
  getting emergency providers to those in need.

8

• Local Exchange Providers
• Any telephone company that provides local dial
  tone service within the geographic area served by
  the PSAP
• Maintain a variety of databases including
  billing, directory (white pages) and service
• With E9-1-1, update service records to reflect
  MSAG-valid 9-1-1 addresses. Service records
  updates come from customers OR MSAG/PSAP
  Coordinator OR GIS Providers OR Addressors on
  basis established in each project area.
• Pass updated, MSAG-valid 9-1-1 addresses to
  Intrado through Service Order Interface process.
• With E9-1-1, Service addresses should all be
  MSAG-valid and changes (including disconnects)
  should be passed to Intrado on a regular basis
  (Preferred daily).

9

• Intrado
• Provides 9-1-1 Database maintenance for Qwest
  Communications
• Maintains ALI Database and MSAG for each PSAP
• Receives ALI updates from each local exchange
  provider through Service Order Interface process
  (maintenance mode/Daily)
• Receives MSAG changes/updates through 911Net
• Distributes error/SAU reports on a monthly basis
  to MSAG Coordinators.
• Interfaces with PSAP/client through appointed
  MSAG Coordinators and PSAP Coordinator

10

• A New Subdivision
• Roads must be named. Road names must be approved
  and not be duplicated elsewhere in PSAP area or
  county.
• Subdivision must be mapped (GPS) and centerlines
  added to GIS street layer. Road name,
  classification and ranges must be catalogued in
  GIS database.
• Structures in subdivision must be mapped (GPS),
  and assigned addresses. Structure points must be
  added to GIS address layer and address
  information added to GIS database.
• MSAG must be updated with new streets with their
  ESN and Community assignments. ESN and Community
  is derived from GIS layers.
• Updated GIS layers are distributed to the PSAP
  for dispatch call mapping.
• Residents in this new subdivision must be
  notified of their 9-1-1 addresses as they move in
  or begin building.
• Residents provide their new 9-1-1 address to the
  local exchange carriers when requesting land-line
  phone service.
• Local exchange carriers provide new service
  records to Intrado through SOI.

11

• A Renamed Road (County renames County Road A10
  to Leon Avila Way to honor deceased
  Commissioner)
• Road name must be changed in GIS road centerline
  layer.
• Addresses on County Road A10 must be given new
  road name portion of address in the structure
  point GIS layer
• Residents affected by address change must be
  notified of new address.
• Post Office must be notified of new addresses for
  residents on this road
• MSAG must be updated to reflect change. New
  record must be added for Leon Avila Way with
  complete range, ESN and Community info matching
  County Road A10 record with instructions to
  delete old record
• Local Exchange Provider(s) must be notified of
  road name change. They may or may not require a
  list of residents affected by the change. They
  may or may not be able to update ALL records
  showing County Road A10 without individual
  records or phone numbers.
• For a road name change, Intrado will change the
  associated Qwest ALI records. MSAG Coordinator
  must notify other Telcos (other than Qwest) to
  submit corrected service orders.

12

• A Boundary Change Santa Fe City annexes a
  subdivison in Santa Fe County
• City limit and ESN boundaries must be updated in
  the appropriate GIS layers
• As the Addressing Authority has now changed
  (Santa Fe City and not Santa Fe County), the City
  decides if the subdivision will be readdressed to
  follow the city addressing scheme.
• If the subdivision is being readdressed, all
  affected layers in the GIS must be changed to
  reflect the new addressing (structure points,
  streets)
• Residents must be notified of their new
  addresses.
• MSAG must be updated to reflect, at minimum, new
  ESN, as law enforcement has changed from county
  sheriff to city police. If addressing has
  changed, MSAG must be updated to reflect new
  ranges and names, if applicable.
• Residents must be notified of new addresses.
• Post office must be notified of new addresses.
• Intrado will change the associated Qwest ALI
  records. MSAG Coordinator must notify other
  Telcos (other than Qwest) to submit corrected
  service orders.

13

• Monthly 701/703/709 Error Report SAU Report is
  Received by the MSAG Coordinator
• 701 Error House number is not in the range for
  the street on record
• 703 Error Secondary line to the 701/709 error
• 709 Error Street Not in MSAG File
• Above Reports for Qwest Records Only
• SAU- Service Address Unknown (Includes all Telco
  Records in the County)
• MSAG Manager reviews the Error Report and passes
  it on to the MSAG Coordinator(s).
• MSAG Coordinator reviews the report and updates
  the MSAG using 911Net, to resolve errors.
• MSAG Coordinator coordinates with GIS
  Providers/Addressing Authorities to verify
  addressing information and to resolve errors.
• GIS Providers correct and update appropriate GIS
  layers to reflect resolved errors.

14

• A Dispatcher Verifies a 9-1-1 Callers Address
  and it is different than the address displayed
• The dispatcher completes the call
• Depending on the processes established at the
  PSAP, the dispatcher fills out a report showing
  the displayed address and the customer-verified
  address and delivers the report to the PSAP
  Coordinator (this report process is sometimes
  automated and a daily report is generated with
  all errors)
• The PSAP Coordinator passes the completed
  report(s) to the MSAG Administrator
• The MSAG administrator reviews the report and
  passes it on to the Addressing Authority and/or
  GIS Provider.
• The GIS Provider/AA verifies that the address
  given by the caller is an MSAG-valid 9-1-1
  address, calling the resident in question if
  necessary.
• The GIS Provider updates or corrects the GIS data
  as required and reports back to the MSAG
  Coordinator
• The MSAG Coordinator should notify Intrado of
  corrected address via 911 Net ALI Request. If a
  Qwest record, Intrado will update, if other Telco
  record, Intrado will refer to appropriate Telco.
• The local exchange carrier uses the SOI process
  to update ALI and should notify Intrado of the
  correction.

15

• A New Resident Calls the Local Exchange Carrier
  for Telephone Service
• The Local Exchange Carrier asks the resident for
  their 9-1-1 Address. The resident does not know
  the address. The LEC refers the client (if
  possible) to the correct local addressing agency.
• The resident calls or visits the addressing
  authority. Many addressing authorities, but not
  all, are GIS Providers.
• The addressing authority verifies the residents
  location by one or more of a variety of methods,
  including neighbors, imagery, distance, GPS, or
  verbal directions and assigns an MSAG-valid 9-1-1
  address.
• The addressing authority/GIS Provider updates the
  appropriate GIS layers with the new information.
• The addressing authority/GIS Provider may update
  the post office.
• If a new road was added, the GIS Provider
  provides the information to the MSAG Coordinator
  to update the MSAG.
• The resident calls the local phone company and
  provides the address.
• The local phone company verifies that the address
  is MSAG-valid and assigns a phone number to the
  client.
• The local phone company updates Intrado through
  the SOI process.

16

• General Notes for Donica
• There is no definite model for these
  relationships because in many places, one person
  performs many roles. For example, the county
  addressor might also do the GIS centerlines and
  GPS structure location as well as the MSAG
  updates.
• SOMEONE should be in charge of the overall
  process! The person who has the authority to
  make database requests and project request from
  Qwest/Intrado is the PSAP Administrator. That
  authority can be designated to a supervisor, lead
  dispatcher or admin.
• GIS must (eventually) match MSAG and ALI
  database. We are working toward the
  synchronization of this data for better dispatch
  call mapping success.

17

• Taos Model
• Four GIS Providers Currently County, Town of
  Taos, Taos Pueblo, Town of Red River. Each is
  also an Addressing Authority
• One PSAP for Red River and Upper Red River Valley
  and one PSAP for rest of county, Taos Pueblo and
  Town of Taos.
• Taos PSAP Administrator is Shirley Lujan. Her
  designated supervisor, Renetta, receives database
  error reports and SAUs from Intrado and passes
  them on to Melinda for the Town of Taos and Joe
  for the County.
• Melinda and Joe are both set up with 911Net and
  both can make MSAG changes.
• Melinda and Joe send resolved SAUs and errors
  back to Intrado. Qwest is the local exchange
  carrier. Qwest and Intrado have a unique
  relationship whereby Intrado can correct the ALI
  and initiate a service order change for Qwest.
  This is unique to Qwest. If Joe and Melinda were
  dealing with Valor, they would have to send SAU
  corrections to Valor, and Valor would update
  Intrado through the SOI process.
• Renetta should also pass ALI inconsistencies and
  errors found by dispatchers during calls to
  Melinda and Joe for resolution.