operating virtual command centres the changing face of disaster management presented by steven c....
TRANSCRIPT
Operating Virtual Command Centres
The Changing Face of Disaster Management
Presented by Steven C. DavisPrincipal, DavisLogic, and All Hands Consulting
12th World Conference on Disaster Management
Agenda
How a Virtual Command Center Functions
Operational Considerations Information Management Managing Resources Examples of Virtual Command
Center Software
First: The Purpose of the EOCThe EOC’s purpose is to coordinate incident
information and resources for management. The EOC must receive, analyze, and display
information about the incident to enable CEO decision-making.
The EOC must find, prioritize, deploy, and track critical resources.
The EOC must enhance decision making, communication, collaboration, and coordination.
A Good Concept of Operations Good Teams Good Staff Good Communications Good Space Good Technology
What Makes the EOC Work?
The ProblemCommand Centers may
be impacted by the event.
Staff may need to be dispersed.
Remote sites may need to be involved
Need to effectively direct and control resources, actions, information and communications.
WTC 7 housed the NYC Emergency Operations Center
The Solution
A “Virtual EOC” that enables managers to: Participate in critical decision-making
processes regardless of physical location Effectively direct and control resources Automate processes and methodologies Assign and track tasks Efficiently communicate real-time
information Protect communication and data with
needed redundancy and flexibility
Definition: VEOC
A Virtual EOC is a means - for an organization to coordinate response and recovery actions and resources - that exists solely or partially in cyberspace.A VEOC provides an electronic EOC via a computer network or the Internet. It can consist of one workstation or thousands of networked computers dispersed throughout the enterprise and around the globe.
The Virtual Command PostA Military perspective
“For survivability, future command posts will be established and operate in a dispersed configuration…
“Face-to-face communications will be effected through the use of audio and video teleconferencing, data distribution and virtual reality…
“The virtual reality space of each conference participant will reside in his own local computer.”
United States Army - Communications & Electronics Command
The Private Sector Follows Suit
“A command center must be established from which the event can be managed (until a disaster is officially declared or reentry to the regular facility is possible). Enterprises should consider establishing a "virtual" command center to limit the vulnerability caused by all senior executives being in one location.”
Gartner Research Note – September 19, 2001
What Are They Doing?Companies such as Cisco and AT&T use Virtual Command Center Software while Fidelity and the Bank of America utilize conference calls and on-line databases to coordinate emergency response for global operations.
US Army Regional Task Forces have used Virtual EOC Software on wireless networks that can be deployed on short notice.
How a VEOC Functions Provides C4I (Command, Control,
Communications, Computers, and Intelligence) functionality in a “virtual environment.
Any EOC participant can function as part of a virtual command center.
Some may be operating from the physical EOC.
How a VEOC Functions All participants can access needed
data, send messages, and update information regardless of location.
Telephone and conference calls can be used as an adjunct.
Modern VEOCs utilize the latest Internet technology as well as virtual private networks and satellite communications.
Virtual EOC Design
PrinciplesVirtual EOCs can use a variety of technology
and communications options
• Internet, Intranet/VPN, wireless
• Radio, cellular, satellite
• Members participate as appropriate
• Mapping
• Automated journaling
• Access to plans & data
Operational Considerations
• Contingency
Planning
• Training
• Continuity
Programs
• Mitigation
• Updating
Resources
BEFORE
• Response
• Incident Mgmt.
• Resource Mgmt.
• Damage Assmnt.
• Cost Accounting
DURING
• Recovery
• Service Restoration
• Insurance
• Reimbursement
• Re-Building
AFTER
Internet based FlexibleEconomicalConvenientBased on Live InformationInteractiveCollaborative
The VEOC Should Be…
Virtual EOC IssuesPlatform/architectureData storage and backupCommunicationsAdministration Information organizationData links Information priorityFiltering capability (role based)Sharing control over resources
Advantages of a Virtual EOCAlmost anyone, anywhere can
participateLower investment in physical EOC
sitesEase of use - most products make it
easy to learn and use the command center software
Role-based software allows you to focus on critical tasks, minimizes clutter and interference
Advantages of a Virtual EOCEasy to set up and implementSoftware updates permit continuous
improvements and enhancements Data can be hosted off-site using
redundant servers in hardened sitesLittle or no infrastructure required –
uses readily available Internet and telecommunications technologies
Even with options, may have problems with accessing the VEOC during an emergency
Face-to-face contact may be neededVirtual participants may be
distracted by other projects/issuesRequires strong command and
controlMay be expensive
Disadvantages of a VEOC
Internet TechnologyThe Internet is everywhereProvides the ultimate in redundancyCan be done via Intranet or VPNThird-party application hosting an optionThe server may be maintained by an
Application Service Provider (ASP) at a secure, reliable data center
Problems with ASP
Communications may go down during an emergency
ASP data center could be affectedData is not “on-site”SecurityAvailabilityReliability
On-site DeploymentAdvantages
On-site server is always available Customer has full control
Disadvantages On-site server is not always up Larger infrastructure requirements Costs more for vendor services due to
travel Cannot relocate EOC easily
Web Hosted DeploymentAdvantages
Little or no infrastructure required Vendor provides high availability Any PC with a browser can act as a VEOC
workstation
Disadvantages Data usually off-site Greater dependency on a vendor
Lessons Learned“Solutions” need to workTeam over planTreat information as data Need simple status board/reports Need ability to filter and sortTrain, practice, revise, train, practice,
etc.Clear assignments are a mustProper staffing is required – need back-
ups
Information Management
Event Information Tracking
1. Stakeholder notices possible disruption
2. Alert message sent to the EOC
3. Alert message evaluated
4. Incident Log opened to track event
5. SOPs implemented using checklists
6. Tasks assigned according to plan
7. Resource allocation tracked in log
8. Task performance tracked in log
9. Status briefings and updates to stakeholders
External
CommandCenter Organization
Emergency Response Teams
Post toOperations Log
Task Assigned
ExecutiveBriefing
IncidentResponse Mgm’t
Plan ResponseTasking
TaskTracking
PublicRelations
ExecutiveGroup
ContingencyPlan Activated SOP Checklist
Activated
ProceduresImplemented
TeamsDeployed
PersonnelResourcesAssigned
Resources
PerformanceTracked
IncidentEstablished
EmergencyInput
Employee Customer Contractor Call Center ERT
State/FedGovt.
Local Govt.
Supplier
Other Businesses
Vendor
Your Organization
Stake-holders
Public
VEOC Information Flow
Information ManagementContinuity and Emergency Managers
need a robust information management tool: Easy and efficient to use Collect information to allow rapid
response Track multiple incidents and resources Track Resources Communicate across the enterprise Provide reporting capability
Information Management
Use the Internet - Link to:Emergency plansPolicies and proceduresSite maps, floor plansResource listsOther Internet resourcesOther entities
Managing ResourcesNeed access to everythingPopulate databases with live, up-to-
date resource dataDecrement available resources as
they are assignedTrack who, what, when, and where
about deploymentRestore resources once availableHighlight status of critical facilities
Software SolutionsThere are a handful of vendors
providing Internet based EOC products
Others providing Intranet toolsSome still not web-enabledOptions and feature varySo does the degree of sophisticationSome good products as low as
$9,995
VEOC Software FeaturesStatus Tracking & ReportingChecklists & PlansMaintain Resource ListsMaintain Contact ListsJournalingAutomatic & ManualMapping and VisualizationStaff ManagementLinking Capability
Build or Buy?Build your own solution
Use office productivity products. Combine with a bridge line.
Requirements Talented people and time. Internal support.
Issues Long-term costs might out-weigh initial
development costs. Is developing emergency management
technologies a core competency?
Building Your Own VEOCUse tools that already are in use:
E-mail Office Productivity Suites Internet/Intranet Phone System/Bridge Lines
Understand and document your requirementsLook for solution-independent requirementsConsider operational requirements firstBuild in phases, plan for course corrections
Buying SoftwareTry before you buyTalk to other usersBuy a relationship – the vendor should be
around to support youPricing
Make sure you get the ‘out the door’ price Consider leasing & web hosting as alternatives Remember, you get what you pay for There is strength in numbers; negotiate volume
discounts
Evaluating ProductsMany solutions to choose from
NIJ Office of Science and Technology, Critical Incident Technology program funded a study that concluded in June
It addressed limitations in the ability of agencies to coordinate across jurisdictions and disciplines to orchestrate an effective response to a critical incident.
At the core of this problem are imperfect data sharing, information and communications technologies
A Good Solution Will Be… Easy to learn and use Work right out of the box Role-based Configurable (customizable) Compatible with existing
infrastructure, databases, software, e-mail, GIS & the Web
Flexible and scalable (can grow and change with you)
The Ideal Information System Easy to use and robust information
and decision management system Central command and control Messaging/communications function Event tracking and logging SOP and check-off lists Resource management Documentation of response actions Status Reports
Example: Ops Center - Automated Checklists
Example: EM/2000 Message Tracking
Example: E Team Message Tracking
Drill Down to Get More Detail
Software VendorsAlert Technology - Ops CenterBlue292Emergency Manager WebEOCE-team Incident MasterSoftRiskEM/2000Strohl Systems - Incident Manager
