Photo Courtesy A.J. Heightman

Earlier this summer, the APCO/NENA Human Machine Interface (HMI) and Display Requirements document for Next Generation 9-1-1 (NG9-1-1) was released for public review and comment. The document addresses how calltakers will interact with the computerized information they access and how that information’s configuration and display affects the efficient management of “calls.” During the drafting process, workgroup members faced many challenges, and at times, the goal of producing viable HMI requirements seemed out of reach. At the end, we realized that this document will evolve, and the discussions, insights and experiences shared during this process were invaluable. The lessons learned by HMI workgroup may assist those considering how NG9-1-1 will benefit and affect PSAP operations to organize their thoughts and planning.

Managing multiple information sources isn’t new. Almost every NG9-1-1 discussion begins with someone stressing that everything will change and PSAP personnel must discard all their notions of how E9-1-1 systems work today. From a technical perspective, these statements are valid. PSAP managers and staff must become familiar with how different NG9-1-1 tech­nology is before they are assured that their decisions are in their agency’s best interest. From an operational perspective however, much of what we do today can help us plan for and design what we’ll need in the future.

One challenge for the HMI workgroup: There are no live NG9-1-1 systems to draw tangible experience from, and drafting HMI requirements for systems that haven’t been implemented is daunting.

To avoid being overwhelmed by unfamiliarity with NG9-1-1, PSAP managers should evaluate how their personnel manage multiple incoming information sources for current systems. NG9-1-1 systems will facilitate an increase in the amount of data available during calls, but the amount of data currently being processed shouldn’t be underestimated. Many PSAPs today require personnel to review data from disparate databases each time an incident is created. Telecommunicators commonly query premise history data, local alarm files, DMV, NCIC, local criminal history and records management systems during call handling and incident creation. Additional external databases, such as hospital availability, hazmat data and intelligent transportation systems, are also reviewed routinely for each call.

An advantage of NG9-1-1 systems is the ability to integrate data from disparate sources and databases through a system’s software interfaces, but this is only part of the solution. To ensure calls will be swiftly and effectively managed, NG9-1-1 systems must use intelligent filtering mechanisms and innovative display capabilities. As PSAPs move toward implementing NG9-1-1, managers should evaluate the data telecommunicators are required to process and what, if any, interfaces or filters are currently in place. Soliciting input on how to streamline what’s in place today is a logical next step in the planning for how to interact with the data capabilities of tomorrow.

Configuration flexibility is critical. Intelligent information displays and graphic user interfaces are evolving rapidly. The criticality of emergency communications, the multi-tasking re­quirements and training costs, however, have made it challenging to incorporate new HMI concepts into current 9-1-1 systems.

Many public safety communications vendors provide PSAP administrators with various methods to configure the information display for their personnel. Going forward, system configuration modules will need higher levels of flexibility and sophistication. NG9-1-1 will expand the amount of information available and the multimedia methods by which calls are received. It will be critical for call handling and incident creation systems to be able to recognize the method(s) calls are being delivered by and for those systems to intelligently arrange the their display. Example: It’s assumed the display of a 9-1-1 text request will need to be different from that of a voice call. PSAP system administrators and their staff will need to determine how best to differentiate the display of incoming call media. The HMI workgroup has stressed the need for vendors to provide flexible configuration parameters via user friendly interfaces for all of the modules within their systems. By providing this level of flexibility, PSAPs will be better positioned to transition their personnel to new systems and call handling methods.

The quest for flexibility requires users to exercise caution. Be careful what you ask for. Unlimited flexibility of configuration can lead to confusion when agency personnel share duties. Consistency in the information display is critical when the time comes to interoperate with other PSAPs. As NG9-1-1 systems are implemented, administrators should work closely with their vendors and staff to identify the correct balance for their agency.

Complexity is unavoidable. A goal of the HMI workgroup was to stress to the vendor community the need to streamline as many NG9-1-1 features as possible. In the early phases of document drafting, workgroup members hoped most call handling features could be assigned to single functions or handled by a “bare minimum” number of actions. They struggled with these concepts before realizing that complexity can’t be avoided and must be acknowledged. NG9-1-1 systems will provide unprecedented advancements in our ability to receive requests for help and interoperate with other agencies.

Significant technological advancements, however, almost always necessitate an increase in the complexity of how we interact with our systems. Vendors are being encouraged to develop intelligence in their interfaces that will decrease the steps necessary to effectively manage NG9-1-1 calls. Quality system design doesn’t happen overnight, and the evolution of HMI and intelligent information display for emergency communications software will take time, perseverance and patience.

As we move forward, new HMI concepts will evolve and be examined for feasibility within PSAP systems. Unfamiliar territory can be intimidating, but if we work together and share our insights and experiences as these systems develop, everyone will benefit.

About the Author
Kathy McMahon is APCO International’s technical services manager. Contact her via e-mail at mcmahonk@apcointl.org

Originally published in Public Safety Communications, 76(9):19-19, September 2010.