1 00:00:00,089 --> 00:00:01,860 Hello and thank you for attending. 2 00:00:01,860 --> 00:00:06,500 Have you ever needed your office phone during a disaster situation and got the “all circuits 3 00:00:06,500 --> 00:00:10,300 are busy” message? Or tried to use your cell phone to contact key personnel during 4 00:00:10,300 --> 00:00:14,260 an emergency and couldn’t get through? Well, today’s webinar will help make sure you do 5 00:00:14,260 --> 00:00:17,300 We will explain the Priority Telecommunications 6 00:00:17,300 --> 00:00:22,120 Services offered by the Department of Homeland Security’s Office of Emergency Communications, 7 00:00:22,120 --> 00:00:26,670 which will benefit key personnel and locations whenever there is a commercial communications 8 00:00:26,670 --> 00:00:31,810 network overload or outage. First, let’s talk about the Office of Emergency 9 00:00:31,810 --> 00:00:36,480 Communications, or OEC. OEC leads the Department of Homeland Security’s national security 10 00:00:36,480 --> 00:00:39,899 and emergency preparedness communications activities. 11 00:00:39,899 --> 00:00:45,489 OEC provides federal, state, local, tribal and territorial organizations access to emergency 12 00:00:45,489 --> 00:00:50,770 communications services, creating a single resource for stakeholders and a unified approach 13 00:00:50,770 --> 00:00:56,020 for improving interoperable communication. OEC also works with public safety organizations 14 00:00:56,020 --> 00:01:02,239 to improve and enhance our nation’s planning, preparedness, coordination, response and communications 15 00:01:02,240 --> 00:01:08,459 operability and interoperability capabilities so you can communicate at all times. 16 00:01:08,460 --> 00:01:14,390 Emergency responders rely on a mix ofcommunications media during an emergency. Land mobile radios, 17 00:01:14,390 --> 00:01:19,960 cellular, landline, etc. But all these media are commercially provided and are shared by 18 00:01:19,969 --> 00:01:25,529 the general public. High call volumes or network outages during an emergency can even overload 19 00:01:25,529 --> 00:01:30,579 those networks. When that happens, you may not be able to communicate at a critical moment. 20 00:01:30,580 --> 00:01:36,139 Commercial communications systems are multibillion dollar investments. They are reliable and redundant, 21 00:01:36,140 --> 00:01:39,569 but you need to share them with the public. Under normal circumstances, your 22 00:01:39,569 --> 00:01:44,260 calls will go through because carriers design for the busy hour. But there may be times 23 00:01:44,260 --> 00:01:45,420 that strain the system. 24 00:01:45,420 --> 00:01:49,880 So, let’s look at a few scenarios in which commercial network overload or outages can happen. 25 00:01:49,889 --> 00:01:52,279 .Network overload or outages often make it 26 00:01:52,279 --> 00:01:56,549 difficult for emergency responders and government officials to communicate when using commercial 27 00:01:56,549 --> 00:02:00,100 wireless and wireline networks. Here we’ll look at several scenarios where 28 00:02:00,100 --> 00:02:04,989 you might encounter congestion in the networks. First, there are both natural and manmade 29 00:02:04,989 --> 00:02:09,560 disasters to think about. Earthquakes, mass evacuations, terrorist attacks 30 00:02:09,560 --> 00:02:14,900 and extreme weather are events that can trigger a massive instantaneous surge of thousands 31 00:02:14,900 --> 00:02:19,489 of people making calls, that immediately overloads commercial communication networks. Depending 32 00:02:19,489 --> 00:02:25,079 on the event’s severity, network overload can last hours—even days. It does take a 33 00:02:25,079 --> 00:02:29,110 large event to overload the system, but of course, that’s when you’ll need it most. 34 00:02:29,110 --> 00:02:34,990 A second scenario might be heavier than normal peak period calling for a number of reasons. 35 00:02:34,990 --> 00:02:38,740 Telecommunications companies engineer networks to handle average peak calling levels; when 36 00:02:38,740 --> 00:02:44,359 peak calling exceeds the average amount, networks can become overloaded and cause call failures. 37 00:02:44,359 --> 00:02:48,349 You can liken that to a heavier than normal afternoon traffic commute combined with the 38 00:02:48,349 --> 00:02:53,230 end of a school day in a local area; travel lanes slow to a halt—that’s similar to 39 00:02:53,230 --> 00:02:56,280 not getting your call through on an overloaded network. 40 00:02:56,280 --> 00:03:00,780 Another scenario might occur when a lot of callers gather in one place. Scheduled or 41 00:03:00,780 --> 00:03:05,560 spontaneous events including parades, protests, or other large gatherings in a concentrated 42 00:03:05,560 --> 00:03:10,590 area often overload networks, particularly cellular networks near the event. 43 00:03:10,590 --> 00:03:13,829 And finally, an overall network outage caused by various incidents. 44 00:03:13,829 --> 00:03:18,520 A cable cut, or other network infrastructure damage, can reduce call processing capacity 45 00:03:18,520 --> 00:03:24,120 within the service area, resulting in network overload. Extreme weather can also cause network outages 46 00:03:24,120 --> 00:03:26,840 When network congestion occurs, it’s beneficial 47 00:03:26,840 --> 00:03:32,180 to have a service similar to “HOV” or highway express lanes to be able to work around 48 00:03:32,190 --> 00:03:36,400 the congestion and get your call through. Fortunately, two priority telecommunications 49 00:03:36,410 --> 00:03:42,209 services available through the OEC can significantly increase call completion rates when cellular 50 00:03:42,209 --> 00:03:47,609 or landline networks are congested or impaired: The Government Emergency Telecommunications 51 00:03:47,609 --> 00:03:54,150 Service, or GETS, capability has been operational since 1994. GETS includes priority enhancements 52 00:03:54,150 --> 00:03:58,450 in U.S. long distance and local service provider networks nationwide. 53 00:03:58,450 --> 00:04:05,080 The Wireless Priority Service, or WPS, capability has been operational since 2002 on major U.S. 54 00:04:05,080 --> 00:04:09,519 wireless carriers. In many years of operation, GETS and WPS have 55 00:04:09,519 --> 00:04:14,560 supported vital communication capabilities during numerous hurricanes, earthquakes, floods, 56 00:04:14,560 --> 00:04:16,650 wildfires, and acts of terrorism. 57 00:04:16,650 --> 00:04:20,120 Now let’s spend a few moments talking about GETS. 58 00:04:20,120 --> 00:04:23,979 So, what is GETS? GETS is a priority calling card service that 59 00:04:23,979 --> 00:04:28,880 enhances your probability of call completion during times of landline network congestion 60 00:04:28,880 --> 00:04:34,130 or outage. GETS calls can be placed from virtually any telephone including satellite phones. 61 00:04:34,130 --> 00:04:39,669 Authorized calls placed using landline phones and WPS-capable cell phones receive priority. 62 00:04:39,669 --> 00:04:44,680 There are even some GETS priority features in WPS-capable cellular networks. 63 00:04:44,680 --> 00:04:50,210 GETS uses the full capacity of commercial voice networks to achieve greater than 95% 64 00:04:50,210 --> 00:04:55,260 call completion rates at 10 times overload and often performs above 95%. 65 00:04:55,260 --> 00:05:02,520 OEC has issued more than 350,000 GETS cards, including cards to various public safety users 66 00:05:02,520 --> 00:05:05,500 and commercial infrastructure providers. 67 00:05:05,509 --> 00:05:11,160 Making a GETS call requires four simple steps: First, determine you have dial tone and dial 68 00:05:11,169 --> 00:05:15,979 the universal GETS Access Number. Next, when prompted, enter your GETS Personal 69 00:05:15,979 --> 00:05:20,770 Identification Number or PIN and the destination telephone number. 70 00:05:20,770 --> 00:05:25,050 The network automatically routes your call. Instructions for using GETS are on the front 71 00:05:25,050 --> 00:05:29,700 of your GETS card; all you need to do is add the telephone number you would need to reach 72 00:05:29,700 --> 00:05:32,069 during a response. There is a good bit of important information 73 00:05:32,069 --> 00:05:36,270 located on the back of your GETS card. Typically, you’ll be able to use the Universal 74 00:05:36,270 --> 00:05:43,539 GETS Access Number: 710-627-4387. However, alternative GETS access numbers are provided 75 00:05:43,539 --> 00:05:48,020 on the back of the GETS card should attempts with the universal number fail. Simply use 76 00:05:48,020 --> 00:05:52,720 one of the carrier-specific access numbers in place of the Universal GETS access number 77 00:05:52,720 --> 00:05:58,050 to attempt your call. Note that you can use the Sprint GETS access number or the 2nd of 78 00:05:58,050 --> 00:06:02,889 the two Verizon GETS access numbers to make calls to toll free destination numbers, which 79 00:06:02,889 --> 00:06:07,270 are noted by the triangle symbol. It also contains the dialing instructions 80 00:06:07,270 --> 00:06:11,360 for making a WPS call on the back of the card should you forget how. 81 00:06:11,360 --> 00:06:16,569 At the bottom of the card, websites for obtaining information on GETS and WPS are provided. 82 00:06:16,569 --> 00:06:21,800 Over to the right is the 24-Hour User Assistance Telephone Number, which can be used to report 83 00:06:21,800 --> 00:06:27,490 trouble using GETS or WPS when you are making test calls or when using them during training 84 00:06:27,490 --> 00:06:32,050 exercises. The number can also be used for assistance in situations where you need emergency 85 00:06:32,050 --> 00:06:36,909 GETS Cards or WPS activation. Also located to the right is a destination 86 00:06:36,909 --> 00:06:42,550 number that can be used to make specific familiarization calls to maintain proficiency in using GETS 87 00:06:42,550 --> 00:06:45,300 and WPS. Finally, you’ll get the mailing address 88 00:06:45,300 --> 00:06:48,639 used to return a GETS card to the government should you find one. 89 00:06:48,639 --> 00:06:53,580 Here we see the GETS and WPS capable networks. When you make a GETS call, your call receives 90 00:06:53,580 --> 00:07:00,030 priority treatment across the GETS- and WPS-capable networks to the called landline phone or cellular 91 00:07:00,030 --> 00:07:04,400 phone. These networks have priority features provisioned in them that are maintained in 92 00:07:04,400 --> 00:07:09,729 a constant state of readiness – no activation is required. We also see the GETS Card which 93 00:07:09,729 --> 00:07:13,979 we always have with us to make a GETS call from any device, anywhere when networks are 94 00:07:13,979 --> 00:07:17,979 congested and the probability of completing a normal call is reduced. 95 00:07:17,979 --> 00:07:22,099 Let’s first take a look at how GETS calls are routed from originating devices through 96 00:07:22,099 --> 00:07:26,629 the networks to a destination landline phone. We’ll begin with a GETS call originating 97 00:07:26,629 --> 00:07:31,189 from a landline phone – make note that this depiction also applies to GETS calls from 98 00:07:31,189 --> 00:07:36,039 satellite phones. It’s important to note here in the call flow that all GETS calls, 99 00:07:36,039 --> 00:07:41,800 regardless of origin or destination, are routed to one of the three GETS Interexchange Carriers: 100 00:07:41,800 --> 00:07:47,110 AT&T, Sprint or Verizon, for authentication. Next, let’s look at a GETS call originated 101 00:07:47,110 --> 00:07:51,729 from a cell phone – note that the calling cellular phone does not need to have WPS to 102 00:07:51,729 --> 00:07:53,169 place a GETS call. 103 00:07:53,169 --> 00:07:56,699 Now let’s take a look at how GETS calls are routed from originating devices through 104 00:07:56,699 --> 00:08:01,810 the networks to a destination cellular phone – note that the called cellular phone does 105 00:08:01,810 --> 00:08:06,870 not need to have WPS to receive a GETS call. Let’s begin again with a landline phone. 106 00:08:06,870 --> 00:08:11,949 I’ll note here again that all GETS calls, regardless of origination or destination, 107 00:08:11,949 --> 00:08:16,200 are routed to one of the three GETS Interexchange Carriers for authentication. 108 00:08:16,200 --> 00:08:21,050 Let’s review some tips and actions you can take to ensure your emergency personnel are 109 00:08:21,050 --> 00:08:25,580 prepared to use GETS: First, distribute the GETS Cards – don’t 110 00:08:25,580 --> 00:08:29,320 put them away in your desk with the intention of distributing them during an event; you 111 00:08:29,320 --> 00:08:34,070 never know where your personnel may be. Also, make sure everyone knows what they are and 112 00:08:34,070 --> 00:08:38,540 how to make a GETS call. Make GETS practice or test calls periodically 113 00:08:38,540 --> 00:08:44,880 so that you know how to make a GETS call automatically and include the use of GETS in training exercises. 114 00:08:44,880 --> 00:08:49,320 Make sure your facility allows use of the 710 area code as some systems need to be 115 00:08:49,320 --> 00:08:53,220 modified to allow it. Often operations centers or teleconferences 116 00:08:53,220 --> 00:08:58,380 use toll free dialing. Use the Sprint GETS access number or the 2nd of the two Verizon 117 00:08:58,380 --> 00:09:02,390 GETS access numbers provided on the back of the GETS Card if you’re calling a toll-free 118 00:09:02,390 --> 00:09:07,530 destination number as not all GETS access numbers support calling toll free numbers. 119 00:09:07,530 --> 00:09:12,500 Program the GETS number and PIN in cell phones and add prefix key numbers for important locations 120 00:09:12,500 --> 00:09:15,370 you’ll need to call such as your operations center. 121 00:09:15,370 --> 00:09:19,620 And one of the most important best practices is to always carry your GETS card with you. 122 00:09:19,631 --> 00:09:23,620 You never know when there will be an issue in the communications network and you may 123 00:09:23,620 --> 00:09:28,620 need to make an emergency call. Next, I’ll talk about WPS. 124 00:09:28,620 --> 00:09:33,910 Wireless Priority Service (WPS) is an add-on feature to existing cellular service that 125 00:09:33,910 --> 00:09:39,390 provides priority for voice calls originated from WPS-enabled cell phones. 126 00:09:39,390 --> 00:09:44,090 Cellular congestion usually occurs in the local cell. WPS provides priority on the connections 127 00:09:44,090 --> 00:09:48,190 between the user’s cell phone and the cell tower and across the network to the called 128 00:09:48,190 --> 00:09:53,450 cellular, landline or satellite device. You may ask why do I need WPS when GETS calls 129 00:09:53,450 --> 00:09:58,720 can be made from cellular phones? Having WPS is essential because it provides priority 130 00:09:58,720 --> 00:10:03,170 on the most critical segment of a cellular call, the originating radio connection from 131 00:10:03,170 --> 00:10:08,450 your cell phone to the tower. No special phones are required for WPS. WPS 132 00:10:08,450 --> 00:10:13,580 is available from all nationwide and several regional cellular service providers. 133 00:10:13,580 --> 00:10:18,640 WPS uses priority features in the commercial wireless voice networks to achieve greater 134 00:10:18,640 --> 00:10:24,460 than 90% call completion rates. Nearly 150,000 WPS subscriptions have been 135 00:10:24,460 --> 00:10:28,990 issued, including subscriptions to public safety users at various levels of government. 136 00:10:28,990 --> 00:10:32,750 The chart shows the carriers available in various regions with the WPS availability. 137 00:10:32,750 --> 00:10:38,830 As you’re planning your WPS subscriptions, consider the carrier and WPS availability 138 00:10:38,830 --> 00:10:42,830 within your area. Making a WPS call is easy: 139 00:10:42,830 --> 00:10:47,880 Confirm you have a signal. Dial *272 plus the ten-digit number you’re 140 00:10:47,880 --> 00:10:49,260 calling. Push the SEND button. 141 00:10:49,260 --> 00:10:54,170 Here are some helpful tips for WPS: Once you’ve been notified that WPS is activated 142 00:10:54,170 --> 00:10:58,080 on your cell phone, make the requested test call to be sure it’s working. 143 00:10:58,080 --> 00:11:04,301 To maintain proficiency in making WPS calls, make WPS practice/test calls regularly. Make 144 00:11:04,301 --> 00:11:08,370 the test calls from the cell phone you’d use in an emergency to make sure the priority 145 00:11:08,370 --> 00:11:14,280 calling feature is available. Use the Familiarization Line as the destination number. 146 00:11:14,280 --> 00:11:19,180 When planning exercise for your organization, incorporate the use of WPS as part of the 147 00:11:19,180 --> 00:11:24,000 activities. This will give personnel the opportunity to place WPS calls and become proficient in 148 00:11:24,000 --> 00:11:28,640 making the calls as well as demonstrating the enhancement of pre-programming numbers 149 00:11:28,640 --> 00:11:33,120 in their own personal cell phone.  In an emergency, it takes time and a good 150 00:11:33,120 --> 00:11:39,650 memory to look up a phone number and then manually dial *272 plus the number. If you 151 00:11:39,650 --> 00:11:44,700 have an Android phone or Blackberry, key numbers in your contact list can be preprogramed with 152 00:11:44,700 --> 00:11:52,360 *272. It’s a good practice to preprogram your emergency numbers so WPS calls can be 153 00:11:52,360 --> 00:11:57,660 made with the push of a single button. For example, if you have John Smith’s work: 154 00:11:57,660 --> 00:12:04,820 202-555-1212 in your contacts, program John Smith work 2 with *272 before the number. 155 00:12:04,820 --> 00:12:09,140 There may be occasions where your WPS call will not go through due to network congestion. 156 00:12:09,140 --> 00:12:14,761 Try using WPS plus GETS, which can improve the probability of your call completion. You 157 00:12:14,761 --> 00:12:24,860 can preprogram your phone to dial *272 plus 710-627-4387 plus the pause symbol plus GETS 158 00:12:24,860 --> 00:12:28,360 PIN so you only need to enter the final destination number. 159 00:12:28,360 --> 00:12:33,700 If you make changes in your mobile phone service, make a test WPS call to the familiarization 160 00:12:33,700 --> 00:12:36,340 number to ensure that WPS 161 00:12:36,340 --> 00:12:38,110 is still activated on your phone. 162 00:12:38,110 --> 00:12:42,000 Report calling trouble. If you encounter a problem while using GETS or WPS when making 163 00:12:42,000 --> 00:12:51,100 test calls or using them during a training exercise, report it to 800-818-4387 or 703-818-4387. 164 00:12:51,100 --> 00:12:56,220 The numbers are also located on the back of your GETS card. 165 00:12:56,220 --> 00:13:02,050 And finally, there is a GETS/WPS Dialer App available for Android smart phones and BlackBerries. 166 00:13:02,050 --> 00:13:07,140 The App allows a user to make a GETS and/or WPS call to a number in the contact list on 167 00:13:07,140 --> 00:13:19,300 the phone, or to manually enter a destination number. The dialer app is available at http://gets-wps.csgov.com/apps. 168 00:13:19,300 --> 00:13:25,850 The app is available for Android and Blackberry phones. The Apple iOS version is in development. 169 00:13:25,850 --> 00:13:30,780 As public safety responders, your primary communications may be land mobile radio. During 170 00:13:30,780 --> 00:13:36,380 times of network congestion GETS and WPS can be used as an alternative, or to supplement 171 00:13:36,380 --> 00:13:42,030 land mobile radio communications for various uses such as those listed on this slide. 172 00:13:42,030 --> 00:13:47,500 WPS and GETS have been successfully employed during regional and local responses. 173 00:13:47,500 --> 00:13:54,310 During Hurricane Harvey, emergency workers placed and connected 7,006 GETS calls and 174 00:13:54,310 --> 00:14:01,520 796 WPS calls. During Hurricane Irma they placed and connected 3,719 GETS calls and 175 00:14:01,520 --> 00:14:11,750 3,859 WPS calls, and during Hurricane Maria, 335 GETS calls and 511 WPS calls all placed 176 00:14:11,750 --> 00:14:15,070 and connected. Let’s review performance for some recent 177 00:14:15,070 --> 00:14:18,620 events. After Hurricane Harvey in August 2017, Michael 178 00:14:18,620 --> 00:14:23,920 Cayse with Ohio Task Force One in FEMA’s Urban Search and Rescue Branch stated, “We 179 00:14:23,920 --> 00:14:28,860 were outside of Corpus Christi making our way to Rockford trying to contact the Texas 180 00:14:28,860 --> 00:14:33,870 Department of Transportation to find fuel. We tried with regular calls and it didn’t 181 00:14:33,870 --> 00:14:39,040 work, then we put in the WPS code, and it worked. Wherever there was cell coverage, 182 00:14:39,040 --> 00:14:45,450 we were able to get through with WPS.” After the Kentucky Ice Storm in 2014, Richard 183 00:14:45,450 --> 00:14:51,280 Bartlett, GETS POC for the Kentucky Hospital Association provided this testimonial. Mr. 184 00:14:51,280 --> 00:14:56,230 Bartlett stated, “During the ice storms in March, I had to contact a hospital in central 185 00:14:56,230 --> 00:15:01,220 Kentucky, which was experiencing a power failure and then a generator failure on top of that. 186 00:15:01,220 --> 00:15:05,330 When I tried to reach out to them to look at potential assistance and discuss possible 187 00:15:05,330 --> 00:15:11,150 evacuation options, ALL the telephone circuits were overloaded. All I was getting were fast-busy 188 00:15:11,150 --> 00:15:15,840 indications or messages that ‘all circuits were busy.’ I used my GETS Card and was 189 00:15:15,840 --> 00:15:19,550 able to connect to the hospital.” The flooding that occurred in Louisiana in 190 00:15:19,550 --> 00:15:25,600 August 2016, reported as a once-in-a century weather event, Gov. John Bel Edwards called 191 00:15:25,600 --> 00:15:31,040 the disaster “truly historic”. Network overload/impairment caused massive communications 192 00:15:31,040 --> 00:15:36,090 problems during the event. Tens of thousands lost electrical power; the 911 center was 193 00:15:36,090 --> 00:15:41,690 forced to relocate, and there were widespread reports of cellular and wireline outages. 194 00:15:41,690 --> 00:15:47,710 Willie Collins, an ESF 2 Communications Planner advised the OEC, “My cellular calls would 195 00:15:47,710 --> 00:15:53,420 not go through unless I used WPS.  My calls went through, that's the bottom line. It worked 196 00:15:53,420 --> 00:15:56,960 really well for us.” So, let’s now talk about how your organization 197 00:15:56,960 --> 00:16:02,550 can implement GETS and WPS, or if you already have some GETS and WPS services, how you can 198 00:16:02,550 --> 00:16:08,610 expand your program to be fully prepared. Designate a GETS/WPS Point of Contact for 199 00:16:08,610 --> 00:16:13,700 your organization who has the authority to make decisions regarding GETS and WPS user 200 00:16:13,700 --> 00:16:19,010 authorization and administration. Some of the Point of Contact responsibilities include: 201 00:16:19,010 --> 00:16:24,610 Requesting GETS and WPS service for new users and managing current GETS and WPS users 202 00:16:24,610 --> 00:16:28,140 Cancelling GETS cards when they are no longer required or in use 203 00:16:28,140 --> 00:16:32,800 Reviewing GETS and WPS Usage Reports (for example, Call Detail Records) 204 00:16:32,800 --> 00:16:37,980 Validating the accuracy of their GETS and WPS subscriber list on an annual basis 205 00:16:37,980 --> 00:16:43,030 The Point of Contact will have access to their online GETS/WPS account. The Point of Contact 206 00:16:43,030 --> 00:16:48,120 requests GETS and WPS for an initial group of users or key functions and locations through 207 00:16:48,120 --> 00:16:55,090 the online system. Larger organizations can submit an online spreadsheet using the GETS/WPS 208 00:16:55,090 --> 00:16:58,660 Spreadsheet Request template. The Point of Contact distributes GETS cards 209 00:16:58,660 --> 00:17:03,540 and confirms WPS activations. If your organization has an existing GETS/WPS 210 00:17:03,540 --> 00:17:08,409 account, consider conducting an organizational preparedness review to ensure all potential 211 00:17:08,409 --> 00:17:13,839 responding personnel and locations are fully prepared in the event of communications network 212 00:17:13,839 --> 00:17:17,559 overload or outage. It’s up to each organization to determine 213 00:17:17,559 --> 00:17:22,970 the number of GETS Cards and WPS subscribed cellular devices they need as there is no 214 00:17:22,970 --> 00:17:28,809 maximum or set rules. The only requirement is that each person or place meets GETS/WPS 215 00:17:28,809 --> 00:17:32,289 qualification guidelines. Individuals who need to communicate during 216 00:17:32,289 --> 00:17:38,210 an emergency should carry a personal GETS card and have a WPS subscribed cell phone. 217 00:17:38,210 --> 00:17:42,759 Specific locations from where personnel would need to communicate should have an easy-to-access 218 00:17:42,759 --> 00:17:48,299 cache of GETS Cards and WPS subscribed cellular devices. 219 00:17:48,299 --> 00:17:54,100 As a result of hurricanes, floods, earthquakes, and other natural or man-made disasters, telecommunications 220 00:17:54,100 --> 00:17:59,169 service carriers frequently experience a surge in requests for new services and requirements 221 00:17:59,169 --> 00:18:04,309 to restore existing services. Loss of services to critical communication functions such as 222 00:18:04,309 --> 00:18:09,460 to emergency operation centers, 911 centers, and other critical facilities can result in 223 00:18:09,460 --> 00:18:14,379 harm to the population, loss of property, threaten the security posture of the US. So, 224 00:18:14,379 --> 00:18:20,169 in response to that threat, the OEC provides the Telecommunications Service Priority Program. 225 00:18:20,169 --> 00:18:25,549 TSP is an FCC mandated service established in 1988. 226 00:18:25,549 --> 00:18:31,720 Similar to needing the HOV to make priority emergency calls, TSP provides a “fast-pass” 227 00:18:31,720 --> 00:18:37,620 like the ones issued at amusement parks to repair damaged circuits or install new ones. 228 00:18:37,620 --> 00:18:41,860 TSP designated circuits, which are the physical connections between the user facility and 229 00:18:41,860 --> 00:18:46,240 the service provider’s network, have top priority for repair in the event of a service 230 00:18:46,240 --> 00:18:52,419 outage. And TSP designated new circuit installations have top priority for new service establishment. 231 00:18:52,419 --> 00:18:58,710 TSP is mandatory for all telecommunications companies categorized as “common carriers”. 232 00:18:58,710 --> 00:19:04,509 Note that there is a charge for each TSP designated circuit or service, set by state utility regulators. 233 00:19:04,509 --> 00:19:11,009 TSP can make a difference for rapid repair of damaged circuits at EOCs, hospitals, PSAPs, 234 00:19:11,009 --> 00:19:15,950 power facilities, government headquarters, financial institutions, and many other critical 235 00:19:15,950 --> 00:19:20,639 sites. These damages don’t require a disaster to happen. Someone using a backhoe could cut 236 00:19:20,639 --> 00:19:25,629 cables resulting in loss of service. Even squirrels can cause damage to infrastructure 237 00:19:25,629 --> 00:19:30,149 by chewing through a cable.  They have even been known to bite into a fiber-optic line, 238 00:19:30,149 --> 00:19:34,190 knocking out a county's 911 emergency telephone service. 239 00:19:34,190 --> 00:19:40,200 However, TSP must be requested and assigned before an outage occurs. On a normal day, 240 00:19:40,200 --> 00:19:46,100 your public safety dispatch will be prioritized. Note that during the first 3 weeks after Katrina, 241 00:19:46,100 --> 00:19:50,600 BellSouth crews were all working only TSP repairs. 242 00:19:50,600 --> 00:19:54,850 Priority installation reduces the time it takes to activate communication capabilities 243 00:19:54,850 --> 00:20:00,670 needed to support operations such as disaster response and recovery and large scale national 244 00:20:00,670 --> 00:20:04,070 security events. Establishing TSP is similar to requesting 245 00:20:04,070 --> 00:20:11,230 GETS and WPS. The first step is to identify a TSP Point of Contact to request a TSP account. 246 00:20:11,230 --> 00:20:18,220 Next, most POCs will need to work with telecommunications staff to identify which mission critical circuits 247 00:20:18,220 --> 00:20:23,480 should have TSP restoration priority, and to collect the circuit specific information 248 00:20:23,480 --> 00:20:30,580 needed to submit a TSP Service Request. POC submits a TSP Service Request. Once approved, 249 00:20:30,580 --> 00:20:37,159 a TSP Code is sent to the POC who then provides the TSP code to the telecommunications service 250 00:20:37,159 --> 00:20:42,150 provider. Once this occurs, your telecommunications staff should update any applicable service 251 00:20:42,150 --> 00:20:48,350 repair or installation procedures. TSP restoration priority can be applied to 252 00:20:48,350 --> 00:20:53,900 wireline circuits - both voice and data - that support your national security or emergency 253 00:20:53,900 --> 00:20:58,460 preparedness mission. It should not be applied to every circuit in your organization – only 254 00:20:58,460 --> 00:21:02,879 the minimum necessary to continue operating. It’s important to identify the critical 255 00:21:02,879 --> 00:21:07,010 functions and the supporting circuits. Here are some of the important best practices in 256 00:21:07,010 --> 00:21:12,499 working with your TSP program: First, designate primary and secondary Points 257 00:21:12,499 --> 00:21:18,299 of Contact who will be responsible for making the request for TSP services should your organization 258 00:21:18,299 --> 00:21:23,759 experience an outage, whether caused by weather, circuit failures, etc. There should also be 259 00:21:23,759 --> 00:21:29,529 a successor line of authority to be followed should the Point of Contact not be available. 260 00:21:29,529 --> 00:21:34,889 Maintain a record of all TSP codes and corresponding circuits to facilitate a quick response in 261 00:21:34,889 --> 00:21:41,220 case of an emergency. The TSP process, codes and circuit information should be incorporated 262 00:21:41,220 --> 00:21:44,679 as part of the organization’s Emergency Operations Plan. 263 00:21:44,679 --> 00:21:49,490 You may want to consider route diversity for very critical circuits to include rerouting 264 00:21:49,490 --> 00:21:53,830 of services on a short-term basis. Work closely with your carrier to make sure 265 00:21:53,830 --> 00:21:59,010 all critical circuits are identified, and codes are assigned to each of those circuits. 266 00:21:59,010 --> 00:22:04,320 And finally, review your regular monthly bills to ensure that TSP was assigned and that it 267 00:22:04,320 --> 00:22:07,090 continues to be part of your services. 268 00:22:07,090 --> 00:22:12,169 So, how do you budget for Priority Services? And what costs might your organization incur 269 00:22:12,169 --> 00:22:16,669 to be prepared for network overload or outage? First for GETS: 270 00:22:16,669 --> 00:22:21,539 There is no charge to subscribe to GETS. The OEC reserves the right to bill for all GETS 271 00:22:21,539 --> 00:22:26,150 calls -- for example, in the case of fraud. Since the inception of the GETS program, no 272 00:22:26,150 --> 00:22:30,660 GETS calls have been charged to the users. And for WPS: 273 00:22:30,660 --> 00:22:36,320 Although most WPS service providers do not charge an activation fee or monthly recurring 274 00:22:36,320 --> 00:22:42,710 charge, they may charge a one-time service activation fee up to $10, and a maximum of 275 00:22:42,710 --> 00:22:49,179 $4.50 per month for each WPS subscribed cellular device. All charge a per-minute fee of up 276 00:22:49,179 --> 00:22:55,210 to 75 cents. Be sure to check with your service providers because rates do vary by provider. 277 00:22:55,210 --> 00:22:59,760 WPS can be billed directly to an organization and billed to personal accounts. 278 00:22:59,760 --> 00:23:03,640 There’s no charge from the Federal Government for requesting and receiving a 279 00:23:03,640 --> 00:23:09,520 TSP code. However, service providers do have the option for charging fees, so check with 280 00:23:09,520 --> 00:23:13,840 your service provider for the applicable rate for each circuit. 281 00:23:13,840 --> 00:23:18,269 This chart just provides some examples of charges that might be incurred for registering 282 00:23:18,269 --> 00:23:22,999 your circuits for TSP service. Again, check with your local carriers to determine the 283 00:23:22,999 --> 00:23:28,200 actual charges in your service area. Listed here are OEC resources ready to help 284 00:23:28,200 --> 00:23:33,200 your organization be prepared should network overload or outage make it difficult for key 285 00:23:33,200 --> 00:23:37,220 personnel and locations to communicate at a critical moment: 286 00:23:37,220 --> 00:23:42,690 Websites for GETS, WPS, and TSP, and the Priority Telecommunications Service Center, staffed 287 00:23:42,690 --> 00:23:48,669 by a knowledgeable team with years of experience helping local, state, tribal governments establish, 288 00:23:48,669 --> 00:23:53,230 expand, and manage Priority Telecommunications Service programs. 289 00:23:53,230 --> 00:23:58,450 In addition to the Priority Telecommunications Service Center, OEC staff members are available, 290 00:23:58,450 --> 00:24:04,700 at the number shown here, to assist your organization. So…. be prepared! 291 00:24:04,700 --> 00:24:06,709 And thank you for attending our webinar.