Emergency Communication Center
Emergency Communication Center - Sri Lanka, Disaster Management (Govt. of Sri Lanka)
Project Scope(Service & Breadth)
The system is aimed to provide emergency services across the country of Sri Lanka. Setup an Emergency Response Center seating capacity of 25 and further scalable as the need goes up.Technology Deployed (In Brief)
The system houses a 24x7 computer aided dispatch center at the central location. The system utilizes the power of computer telephony system for efficient handling of calls from the citizens. The platform consists of GIS maps based display system for identification of incident location, identifying free vehicles for service and guiding and tracking the vehicles during the service delivery.
The system is expected to track about 230 ambulances and other disaster management special vehicles spread across the country. The Fire department and the Police department are integrated into the computer aided dispatch system and the coordinated service delivery.
Period of Inception
March, 2012Background
Government of Sri Lanka is looking to implement a turnkey ECC system that will effectively serve the emergencies, the national Emergency Operations Centre, and the varied emergency services that they dispatch as part of disaster management center.The Command Centre personnel will serve as vital links to the surrounding communities, communicating the need for Rescue, Fire, EMS, Haz-Mat response, Disasters, and as an Emergency Medical Control Point.
The automated ECC /Mapping system shall function in a multi-jurisdictional, multi-discipline call taking and dispatching environment. The ECC system shall be capable of dispatching emergency responders, who are employed in a full-time capacity, in addition to private companies and volunteer community responders. It must be capable of handling combined call responses to any event that requires any combination of emergency response.
Need Defined by SAR Systems for the Govt. of Sri Lanka
• Unavailability of a platform to respond / coordinate incase of disasters, fire and medical emergencies• Significant requirement of single source to cater the operational needs of Disaster Management
Scope of the project
Emergency Command Center for Disaster Management:The Ministry of Disaster Management is looking to build a new, national communications center wherein the following services can be pooled and operated under one roof.
The Command center will cater the following services:
• 26 Fire Departments
• 1 Disaster Management Centre
• 30 Ambulances
• 1 Special Response Unit
Project Overview
Emergency Command Center is an Information Communication Technology (ICT) enabled Disaster & Emergency response & coordination service which will be delivering services round the clock (24/7) for all citizens of Sri Lanka. The services will be delivered through the fixed number which is accessible from Mobile phones, fixed land lines, and PCOs.ECC – DMC Comprises of:
• State-of-Art Technology enabled Integrated Solution:
i. PBX Solution
ii. Voice recording system
iii. Computer Telephony Interface
iv. Computer Aided Dispatch
v. Disaster Management System
vi. Fire Response System
vii. Symptom based Clinical Decision Support System
viii. Protocol development tool ( for creating own protocols)
ix. GIS / GPS/GPRS based Tracking System
x. SMS gateway system
xi. Mobile Application Solution
xii. Integrated Workforce Management System
xiii. Email Interface
xiv. MIS Reporting System
i. PBX Solution
ii. Voice recording system
iii. Computer Telephony Interface
iv. Computer Aided Dispatch
v. Disaster Management System
vi. Fire Response System
vii. Symptom based Clinical Decision Support System
viii. Protocol development tool ( for creating own protocols)
ix. GIS / GPS/GPRS based Tracking System
x. SMS gateway system
xi. Mobile Application Solution
xii. Integrated Workforce Management System
xiii. Email Interface
xiv. MIS Reporting System
• Equipped Ambulance
i. Technology gadgets GPS/GPRS based Tracking Equipment
• Trained Competencies
i. Call Center People
1. Call Operators / Dispatchers
2. Emergency Physicians
3. Supervisors
ii. Administrative People 1. Operations Manager
2. Fleet Operations Manager
iii. Technical Support People
1. Telecom Support
2. Network & System Support
3. Application Support
i. Technology gadgets GPS/GPRS based Tracking Equipment
• Trained Competencies
i. Call Center People
1. Call Operators / Dispatchers
2. Emergency Physicians
3. Supervisors
ii. Administrative People 1. Operations Manager
2. Fleet Operations Manager
iii. Technical Support People
1. Telecom Support
2. Network & System Support
3. Application Support
Project Outcome:
Of the total calls that were received at the ECC since Jan, 2014.
