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NENA-REF-010.2 2019 (Approved): [[Media:GoTo Hndbk NENA-REF-010 Final-04182019.pdf|(PDF Version Download)]]
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= Executive Overview =
The purpose and scope of this document is to provide guidance to help [[9-1-1 Authority|9-1-1 Authorities]] create a smooth, timely and efficient project management approach and transition plan to accomplish implementation of [[NG9-1-1 (Next Generation 9-1-1)
= Introduction =
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NENA takes no position regarding the validity or scope of any Intellectual Property Rights or other rights that might be claimed to pertain to the implementation or use of the technology described in this document or the extent to which any license under such rights might or might not be available; nor does it represent that it has made any independent effort to identify any such rights.
Consistent with the NENA IPR Policy, available at [http://www.nena.org/ipr www.nena.org/ipr], NENA invites any interested party to bring to its attention any copyrights, patents or patent applications, or other proprietary rights that may cover technology that may be
Please address the information to:
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== Self-education ==
Educate the 9-1-1 Authority planning team to understand what NG9‑1‑1 involves and its impacts across Emergency Services Internet Protocol networks ([[ESInet (Emergency Services IP Network)|ESInet]]), NG9-1-1 services (applications & databases), roles, responsibilities and operational procedures. Self-education can span across all references provided in this document, but at a minimum, the below references and a basic understanding of what is important in NG9-1-1 when educating the planning team. This is especially true when comparing NG9-1-1 and the Public Safety Broadband Network (
'''References:'''
[https://www.nena.org/page/NG911_Project 2011 9-1-1 Tutorial V4.1]<ref name=":0">[https://www.nena.org/page/NG911_Project 2011 9-1-1 Tutorial V4.1]
[https://www.911.gov/
[https://www.fcc.gov/document/fcc-releases-tfopa-final-report/report FCC Task Force on Optimal PSAP Architecture (TFOPA)]<ref>[https://www.fcc.gov/document/fcc-releases-tfopa-final-report/report FCC Task Force on Optimal PSAP Architecture (TFOPA)]. The Task Force on Optimal PSAP Architecture (TFOPA) was a federal advisory committee chartered under the Federal Advisory Committee Act (FACA) to provide recommendations to the Federal Communications Commission (FCC) regarding actions that Public Safety Answering Points (PSAPs) can take to optimize their security, operations, and funding as they migrate to Next Generation 9-1-1 (NG9-1-1). The Task Force created a Final Report covering three broad topics: Cybersecurity, Architecture, and Funding of NG9-1-1.</ref>: Section 3, Executive Summary, Section 4.4 on Cybersecurity, Section 5.9 on
[https://www.nena.org/page/911CallAnswerStnd Call Answering Standard/Model Recommendation (ANS NENA-STA-020)]<ref>[https://www.nena.org/?page=911CallAnswerStnd Call Answering Standard/Model Recommendation]. This document serves as a model standard operating procedure for the call taking function within Public Safety Answering Points (PSAPs) and provides uniformity and consistency in the handling of 9-1-1, other emergency calls and administrative non-emergency calls.</ref>: Section 2.
[https://www.fcc.gov/general/national-broadband-plan FCC’s National Broadband Plan]<ref>[https://www.fcc.gov/general/national-broadband-plan FCC’s National Broadband Plan.] Contains the results of state infrastructure availability. The portion of this document that pertains to NG9-1-1 is specific to the section on Public Safety and homeland security. That section has mention of, but does not contain larges amount of quality data. In addition, it talks about broadband in general and backhaul. Broadband is the backbone of an ESInet, so in that instance there is some value as well.</ref>: Chapter 16.
[https://www.nena.org/page/Guide_to_ADA NENA Standard Managers Guide to Title II: Direct Access (NENA-STA-035)]<ref name=":1">[https://www.nena.org/page/Guide_to_ADA NENA Standard Managers Guide to American with Disabilities (ADA) Title II: Direct Access
[https://resourcecenter.911.gov/911guidelines/ Draft Report for National 9-1-1
== Governance ==
Establish a service management (
<ul>
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'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4010 The USDoT
*Preliminary Assessment Tool - A survey to help identify the current state of emergency communications readiness for NG9-1-1. Within the various topic areas (e.g., planning, governance, standards and technology), identify what work has been completed or is in process that pertains to NG9‑1‑1 features or issues.
[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT 911 Initiative Transition Plan Document]<ref name=":3">[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT 911 Initiative Transition Plan Document] – This Procurement Tool Kit seeks to help improve communications among the various individuals, groups, and companies interested in NG9-1-1. The Procurement Tool Kit has four parts, and while mostly independent of one another, each is designed to support an iterative process, building on the previous part. The document offers tools to assist with assessment, planning, procurement, and evaluation of success. Briefly, the document includes the following sections:▼
*NG9-1-1 Planning Tool - Planning for implementation of NG9-1-1 is a critical task, considering the multiple aspects associated with developing a comprehensive plan. The planning tool describes the recommended plan components and process steps, offers suggestions, and includes links to additional references and resources.
*Procurement Tool - The procurement tool offers guidance with procuring goods and services associated with a transition to NG9-1-1.
*Post-Implementation Evaluation Tool - Upon completion of a procurement or NG9-1-1 implementation, we urge stakeholders to review their efforts, identify lessons learned, and share that valuable information with others across the 9-1-1 community.</ref>: Section 2.3 Policy and Governance.
▲[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT 911 Initiative Transition Plan Document]<ref name=":3">[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT
Preliminary Assessment Tool - A survey to help identify the current state of emergency communications readiness for NG9-1-1. Within the various topic areas (e.g., planning, governance, standards and technology), identify what work has been completed or is in process that pertains to NG9‑1‑1 features or issues.
NG9-1-1 Planning Tool - Planning for implementation of NG9-1-1 is a critical task, considering the multiple aspects associated with developing a comprehensive plan. The planning tool describes the recommended plan components and process steps, offers suggestions, and includes links to additional references and resources.
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Post-Implementation Evaluation Tool - Upon completion of a procurement or NG9-1-1 implementation, we urge stakeholders to review their efforts, identify lessons learned, and share that valuable information with others across the 9-1-1 community.</ref>: Strategic Options for NG9-1-1 Governance and Policy section.
[https://www.nena.org/page/InterAgencyAgreemnts NENA Inter-Agency Agreements Model Recommendations - (NENA-INF-012)]<ref>[https://www.nena.org/page/InterAgencyAgreemnts NENA Inter-Agency Agreements Model Recommendations] - NENA-INF-012. This document is provided as a Model Recommendation for the development of Mutual Aid Agreements and Memorandums of Understanding (MOUs) between Public Safety Answering Points and affiliated or support organizations. The documents discussed and attached should be modified to meet the unique requirements of individual States and Municipalities. The purpose of the NENA Inter-Agency Agreements Model Recommendations is to provide rationale and guidance for the development, promulgation and implementation of agreements between public safety communications and affiliated agencies to share information as needed to provide the highest level of service to the citizens.</ref> : Entire document.
== Communications Plan ==
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<li><p>Context – what’s happened before? What’s the history?</p></li>
<li><p>Environmental Scan – what are the key factors that will affect your success? What is the current situation driving the need for change?</p></li>
<li><p>Stakeholders –
<li><p>Objectives – what do you want to achieve? (should be clear, relevant, measurable)</p></li>
<li><p>Strategy – where are you going and why? What are the major activities to move the effort forward?</p></li>
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=== Sample Communications Plan ===
The general sections of what a typical communications plan might contain are shown below. Inclusion of a specific section shown below will depend on the local environment and the scope of the planned NG9-1-1 effort. The
* Purpose
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* Stakeholders and Roles
* Communications Policy and Objectives
*
* Communications Plan Activities
* Mid to Long-term Communications Activities
* Communications to Support NG9-1-1 Milestones
* Educational Communications Strategy
* PSAP and GIS Locality Specific Planning
=== Example Communication Plan ===
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'''References:'''
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":4">[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan] - This document is dated, was produced in 2008. Nevertheless, it still contains good information. This document contains models for state coordination and collaboration; approaches oversight and management of the state’s 9-1-1 network; mechanisms for establishing and monitoring process in implementing the state’s 9-1-1 system; mechanisms for the allocation of state and federal funding, if available, to PSAPs for equipment and operations; and methods by which PSAPs will integrate with other emergency communication, telecommunications and information networks.</ref>:Tools and Techniques section, (Page 72) and Table 3.3 NASNA Model State 9-1-1 Plan Project Communications Plan (Page 76).
== Statement of Documentation ==
Establish a library function to memorialize the project. Pertinent documents and communications should be assembled in a formal manner to allow audit and remedial processes. Ensure that all terms used in
'''References:'''
[https://www.nena.org/page/Glossary NENA Master Glossary of 9-1-1 Terms (NENA-ADM-000)]<ref>[https://www.nena.org/page/Glossary NENA Master Glossary of 9-1-1 Terms] - Provides a consistent definition for all definitions and acronyms identified with NENA Standards documents produced by the NENA Committees.</ref>: Entire document as reference for terms only.
[https://wiki.en.it-processmaps.com/index.php/Service_Asset_and_Configuration_Management
[https://www.nena.org/page/NG911_PSAP_REQ NENA/APCO Next Generation 9-1-1 Public Safety Answering Point Requirements (NENA/APCO-REQ-001)]<ref>[https://www.nena.org/?NG911_PSAP_REQ NENA/APCO Next Generation 9-1-1 Public Safety Answering Point Requirements (NENA/APCO-REQ-001)]. This technical document introduces requirements for a NG9-1-1 Public Safety Answering Point (PSAP) that can receive IP-based signaling and media for delivery of emergency calls conformant to the latest version of the NENA i3 Architecture document.</ref>: Annotate the project library documentation to note which specific requirements from (NENA/APCO-REQ-001) are considered mandatory for the scope of the specific NG9-1-1 project identified.
== Estimated Scope and Project Timelines ==
This is an early statement of expectations. At a minimum, the agencies expected to have access to the NG9-1-1 system should be identified. The scale of the project, such as regional or state level, must be considered (see
When scope and governance are identified, a project definition and timeline should be initiated, for review and approval with project stakeholders.
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'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":4" />: Entire document.
[https://www.nena.org/page/
== Budget & Funding ==
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'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4010 The USDoT
[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":4" />: Section 3.4 Economics.
[http://www.nena.org/?NGPP_911FundingRpt Next Generation 911 Cost
[https://rosap.ntl.bts.gov/view/dot/4012 US DoT Final Analysis of Cost, Value, and Risk Executive Summary document]<ref>[https://rosap.ntl.bts.gov/view/dot/4012 US DoT Final Analysis of Cost, Value, and Risk Executive Summary document] . This document provides a holistic and structured approach for examining a broader range of costs, benefits and risks than those considered in a traditional cost-benefit analysis.</ref>: Entire document.
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'''References:'''
[https://cdn.ymaws.com/www.nena.org/resource/resmgr/ngpp/ng911_transition_policy_impl.pdf Next Generation 9-1-1 Transition Policy Implementation Handbook]<ref name=":5">[http://www.nena.org/resource/resmgr/ngpp/ng911_transition_policy_hand.pdf Next Generation 9-1-1 Transition Policy Implementation Handbook (March 2010)] This document is dated; perhaps outdated. It references June 2011 Overview of Colorado 911</ref>: NG9-1-1 Transition Policy Issue Number: Two.
[http://www.nena.org/?NGPP_911FundingRpt Next Generation 911 Cost
[https://www.911.gov/project_911modellegislativeguidelines.html Model State 911 Plan - NHTSA]<ref>[https://www.911.gov/project_911modellegislativeguidelines.html Model State 911 Plan - NHTSA]. The Model State 9-1-1 Plan document is intended help states develop a better planning and coordination process for 9-1-1 communications. It addresses the following elements:
*Models for state coordination and collaboration;
*Approaches to oversight and management of the state’s 9-1-1 network;
*Mechanism for establishing and monitoring progress in implementing the state's 9-1-1 system;
*Mechanism for the allocation of state and federal funding, if available, to public safety answering points (PSAPs) for equipment and operations; and
*Methods by which PSAPs will integrate with other emergency communication, telecommunications, and information networks.</ref>:
== Functional Requirements ==
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'''<span class="underline">References</span>'''
[http://www.nena.org/resource/resmgr/ng9-1-1_project/2011_9-1-1_tutorial_v4.1.pptx NENA NG9-1-1 Tutorial]<ref name=":0" />: Slide 23.
[https://www.nena.org/page/NG911_Policy_Rules Overview of Policy Rules for Call Routing and Handling in NG9-1-1 (NENA-INF-011) (Under update- originally NENA 71-502
[https://rosap.ntl.bts.gov/view/dot/4013 USDoT
[https://www.nena.org/
This Information Document is intended to provide NENA’s recommendations for transitioning to NG9-1-1. In doing so, this document reflects the definition of NG9-1-
[https://www.nena.org/page/i3_Stage3
== Data Inventory & Standardization ==
For Data Inventory and Standardization, data sources should be identified for use in the development of this project. For example, while the Master Street Address Guide ([[MSAG (Master Street Address Guide)|MSAG]]) is required as a data source, this project will require migration from tabular data to a combination of tabular and spatial data. A clear understanding of the source of all required data, including spatial/mapping data stored in a Geographic Information System ([[GIS (Geographic Information System)|GIS]]), ownership, responsibility and maintenance must be established.
'''References: '''
[http://c.ymcdn.com/sites/www.nena.org/resource/collection/9958052b-4063-4ae1-a1d6-e00d3f4f15e9/nenagiswhitepaper-final.pdf?hhSearchTerms=gis NENA White Paper - A PSAP Managers’ Guide to Geographic Information Technology]<ref>[http://c.ymcdn.com/sites/www.nena.org/resource/collection/9958052b-4063-4ae1-a1d6-e00d3f4f15e9/nenagiswhitepaper-final.pdf?hhSearchTerms=gis NENA White Paper - A PSAP Managers’ Guide to Geographic Information Technology] . The paper includes information on how to best deal with wireless information coming into PSAPs. The focus of the paper is how to best utilize GIS in dealing with wireless calls in a PSAP.</ref>: Entire document.
[https://www.nena.org/?page=NG911_TransitionPlng NG9-1-1 Transition Planning Considerations – (NENA-INF-008)]<ref name=":6" />:
[https://www.nena.org/?page=NG911_AdditionalData NG9-1-1 Additional Data (NENA-STA-012) (originally NENA 71-001)]<ref>[https://www.nena.org/?page=NG911_AdditionalData NG9-1-1 Additional Data (NENA-STA-012) (originally NENA 71-001)]. This document is dated 9-17-09 and has a note that Update in Progress. With the implementation of NG9-1-1 there will be many forms of additional data available to emergency responders. This document covers the use of additional data associated with a call, a location, a caller and a PSAP. Together with the SIP Invite and PIDF-LO, additional data associated with a call has the ability to look at other data sources; i.e., Vehicle Emergency Data Set (VEDS) to assist in determining the appropriate call routing and handling.</ref>: Entire document.
[https://www.nena.org/
This document is meant to provide PSAP management, vendors, and other interested parties necessary guidelines for synchronizing GIS data with existing 9-1-1 databases. The synchronization process of the GIS data is most reliably accomplished by qualified, trained individuals or vendors that have received formal GIS training and instruction.</ref>: Entire document.▼
[http://www.nena.org/?page=GISdatatoECRF_LVF NENA Provisioning and Maintenance of GIS Data to ECRF/LVF (NENA-STA-005)]<ref>[http://www.nena.org/?page=GISdatatoECRF_LVF NENA Provisioning and Maintenance of GIS Data to ECRF/LVF (NENA-STA-005)]<br />This document defines operational processes and procedures necessary to support the i3 Emergency Call Routing Function (ECRF) and Location Validation Function (LVF). Additionally, this document identifies ECRF/LVF performance and implementation considerations for 9-1-1 Authorities’ consideration.</ref>: Entire document.
[https://www.nena.org/page/NG911CLDXF NENA NG9-1-1 Civic Location Data Exchange Format Standard
▲This document is meant to provide PSAP management, vendors, and other interested parties necessary guidelines for synchronizing GIS data with existing 9-1-1 databases. The synchronization process of the GIS data is most reliably accomplished by qualified, trained individuals or vendors that have received formal GIS training and instruction.</ref>: Entire document
[
▲[https://www.nena.org/page/NG911CLDXF NENA NG9-1-1 Civic Location Data Exchange Format Standard - NENA-STA-004]<ref>[http://www.nena.org/?page=NG911CLDXF NENA NG9-1-1 Civic Location Data Exchange Format Standard - NENA-STA-004] . The CLDXF standard document describes the exchange of United States civic location address information for 9-1-1 calls, both within the US and internationally, including its outlying territories and possessions and defines the detailed data elements needed for address data exchange.</ref>: Section 3
== Establish Performance Measurement Metrics ==
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<span class="underline">'''References:''' </span>
[https://rosap.ntl.bts.gov/view/dot/4013 USDoT Next Generation 9-1-1 (NG9-1-1) System Initiative: Final System Design Document]<ref name=":8" />: Section 7.
[https://www.nena.org/page/NG911_Security NENA Security for Next-Generation 9-1-1 Standard (NG-SEC) (NENA 75-001)]<ref name=":10">[https://www.nena.org/?page=NG911_Security NENA Security for Next-Generation 9-1-1 Standard (NG-SEC) (NENA 75-001)]. The purpose of this document is to establish the minimal guidelines and requirements for the protection of the NG9-1-1 assets or elements within a changing business environment. It identifies basic requirements, standards, procedures, or practices to provide the minimum levels of security applicable to NG9-1-1 entities. This document will impact the operations of 9-1-1 systems and PSAPs as standardized security practices are implemented where they have not been in place before. NG9-1-1 entities will be required to understand, implement and maintain new security solutions, mechanisms and processes.</ref>: Entire Document.
[https://www.apcointl.org/download/minimum-training-standards-for-public-safety-telecommunicators-3/?wpdmdl=6288 Minimum Training Standards for Public Safety Telecommunicators (APCO ANS 3.103.2.2015 )]<ref name=":11">[https://www.apcointl.org/download/minimum-training-standards-for-public-safety-telecommunicators-3/?wpdmdl=6288 Minimum Training Standards for Public Safety Telecommunicators (APCO ANS 3.103.2.2015 )]. This document provides nationally recognized, universally accepted, minimum topics that can be used to train aspiring and current 9-1-1 telecommunicators (call-takers and dispatchers) and which provide the foundation for their ongoing professional development.</ref>: Sections 4, 6, and 7.
[https://www.nena.org/page/NG_CallProcMetrics NENA NG9-1-1 Processing Metrics Standard]<ref>[https://www.nena.org/page/NG_CallProcMetrics NENA NG9-1-1 Processing Metrics Standard]. The intent of this document is to define normalized NG9-1-1 call processing metrics for computing useful statistics so that independent implementations can derive the same comparable measurements.</ref>: Section 2.
[https://www.nena.org/page/NGSecurityChecklist Next Generation 9-1-1 Security (NG-SEC) Audit Checklist]<ref>[https://www.nena.org/page/NGSecurityChecklist Next Generation 9-1-1 Security (NG-SEC) Audit Checklist]. This document provides a summary of the requirements and recommendations detailed in the NGSEC standard and provide the educated user a method to document a NG-SEC Audit.</ref>: Section 3.
[https://cdn.ymaws.com/www.nena.org/resource/resmgr/docs/nena_ng9-1-1_evaluation_and.pdf NENA NG9-1-1 Evaluation and Testing Programs]<ref>[https://cdn.ymaws.com/www.nena.org/resource/resmgr/docs/nena_ng9-1-1_evaluation_and.pdf NENA NG9-1-1 Evaluation and Testing Programs]. This webpage lists NENA's series of testing and evaluating programs to support the rollout of NG9-1-1.</ref>: Entire Document.
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== Network Analysis ==
For the geographic area being served, an analysis of existing broadband infrastructure must be developed. The analysis should be as complete as possible and include both private and public facilities. Record both the network architecture design and signaling used for each identified source of bandwidth and associate each with the user-stakeholder location. Where possible, note areas that lack physical diversity, so they can be analyzed further for possible remedies to lessen the risk of service failures. Consider how this area will interconnect with adjoining networks. Assess the need to interconnect with the E9-1-1 System Service Provider for routing and bridging of
'''References:'''
[https://www.nena.org/?page=NG911_TransitionPlng NG9-1-1 Transition Planning Considerations – (NENA-INF-008)]<ref name=":6" />: Sections 9.3.1, 9.5.1.1, 9.5.1.2, and 9.5.2.
[https://www.nena.org/?page=NG911_Security NENA Security for Next-Generation 9-1-1 Standard (NG-SEC) (NENA 75-001)]<ref name=":10" />:
[https://www.nena.org/?IP_Network_NG911 NENA Emergency Services IP Network Design for NG9-1-1 (ESIND)
== Socialization and Education ==
For socialization and education, once the steps above have matured to a point where they can be expressed in common language, use your “Communications Plan” to begin the process of describing the project, its current state and estimated timelines to your stakeholders. Keep in mind an important part of this process is answering the question of “what’s in it for me” from the perspective of all stakeholders.
'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4010 The USDoT
[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":4" />: Entire document.
[https://cdn.ymaws.com/www.nena.org/resource/resmgr/Standards/20130924_Best_Practice_for_D.pdf NENA Recommended NG9-1-1 Public Education Plan for Elected Officials and Decision Maker]<ref>[https://cdn.ymaws.com/www.nena.org/resource/resmgr/Standards/20130924_Best_Practice_for_D.pdf NENA Recommended NG9-1-1 Public Education Plan for Elected Officials and Decision Maker.] The purpose of this document is to assist NENA members in reaching out to local decision makers to educate them on NG9‐1‐1 basics and the need to address funding, legislative and regulatory issues to enable the transition to NG9‐1‐1.</ref>: Entire Document.
[https://cdn.ymaws.com/www.nena.org/resource/resmgr/Standards/20130924_BrochureforNENA-_NG.pdf Sample Brochure for Elected Official Explaining NG9-1-1]<ref>[https://cdn.ymaws.com/www.nena.org/resource/resmgr/Standards/20130924_BrochureforNENA-_NG.pdf Sample Brochure for Elected Official Explaining NG9-1-1]. This brochure is an example of a brochure to communicate with elected officials about the purpose and goals of NG9-1-1</ref>: Entire Document.
[https://www.nena.org/resource/resmgr/Standards/20130924_NG9-1-1_for_decisi.pptx What is the Future of 9-1-1?] What is the Future of 9-1-1?<ref>[https://www.nena.org/resource/resmgr/Standards/20130924_NG9-1-1_for_decisi.pptx What is the Future of 9-1-1?] This PowerPoint slide deck is some background information for where 9-1-1 is headed and might prove useful as a starting point for an agency conducting outreach to stakeholders who need to become involved in the expected changes.</ref>: Entire Document.
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== PSAP Inventory ==
If there is no central repository for information regarding the equipment and software inventories within the PSAP, one must be assembled. Going beyond just the [[Call Handling]] application, this inventory should be as granular as reasonably possible, and may include items used in the PSAP operational environment such as types of Computer Aided Dispatch ([[CAD (Computer Aided Dispatch)|CAD]]), other public safety applications, mobile data applications, control of radio consoles and related administrative communications, used in the PSAP operational environment. These documents must be kept open for updates on a regular basis. This activity supports overall planning, and includes identifying opportunities to share resources, and assists in ensuring interoperability.
'''References:'''
[https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-INF-025.2.2-2017_Virtua.pdf Virtual PSAP Management (NENA
== Refinement of Scope ==
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'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4014 The USDoT
[https://www.nena.org/?page=NG911_TransitionPlng NG9-1-1 Transition Planning Considerations – NENA-INF-008.2-2013]<ref name=":6" />: Section 9.
[https://rosap.ntl.bts.gov/view/dot/4016 USDoT NG9-1-1 POC Test Plan]<ref>[https://rosap.ntl.bts.gov/view/dot/4016 USDoT NG9-1-1 POC Test Plan] The reader should note that the USDoT POC test plan document provides information that can help organize system testing, but the Proof Of Concept tests represented only part of the overall NG9-1-1 system as applicable to the specific POC objectives.</ref>: Appendix D – Use Case Tests.▼
== Deployment and Testing Planning ==
Creation of a plan for deploying and testing, even if incomplete must begin prior to the “Acquisition” phase of the project. Reasonably estimate the amount of effort not only for the public agencies including central 9-1-1 Authority groups, but the provider community as well. Assess the interaction and testing that may be required with the
'''Reference:'''
[https://www.nena.org/?page=NG911_Security NENA Security for Next-Generation 9-1-1 Standard (NG-SEC) (NENA 75-
▲[https://rosap.ntl.bts.gov/view/dot/4016 USDoT NG9-1-1 POC Test Plan]<ref>[https://rosap.ntl.bts.gov/view/dot/4016 USDoT NG9-1-1 POC Test Plan] The reader should note that the USDoT POC test plan document provides information that can help organize system testing, but the Proof
== Acquisition ==
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'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4010 The USDoT
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":1" />: Appendix A.
== Training ==
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'''References:'''
[https://www.nena.org/?page=VirtualPSAP_Standard Virtual PSAP Management (NENA
[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State Plan]<ref name=":4" />: Appendix A▼
▲[https://www.nena.org/?page=VirtualPSAP_Standard Virtual PSAP Management NENA 53-507]<ref name=":12" />: Section
[https://www.nena.org/?page=synch_gis_msag_ali Synchronizing GIS with MSAG and ALI (NENA 71-
[https://www.apcointl.org/download/minimum-training-standards-for-public-safety-telecommunicators-3/?wpdmdl=6288 APCO ANS 3.103.2.2015 Minimum Training Standards for Public Safety Telecommunicators]<ref name=":11" />: Entire Document.
[https://www.nena.org/?Text_Msg_to_911 Handling Text-to-9-1-1 in the PSAP Information Document]<ref>[https://www.nena.org/?Text_Msg_to_911 Handling Text-to-9-1-1 in the PSAP Information Document]. The NENA Information Document (INF) for Handling Text-to-9-1-1 in the PSAP is intended to provide a guideline for PSAPs with recommendations for emergency calling to 9-1-1 using text messaging.</ref>: Section 4.
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== Testing ==
Prior to going live, a thorough test of all system components should be performed. Using the testing processes developed during the “Deployment and Testing Planning” step, apply the tests, as appropriate, and document the results for all system components.
'''References:'''
[https://www.nena.org/?page=NG911_Security NENA Security for Next-Generation 9-1-1 Standard (NG-SEC) (NENA 75-
[https://www.nena.org/?page=NGOptnsReqs NENA NG9-1-1 System and PSAP Operational Features and Capabilities Requirements (NENA 57-
[https://www.nena.org/default.asp?page=i3_Stage3
== Go-Live ==
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A Go-Live Checklist should be developed to be used to determine if all procedures, system capabilities, fallback or failover considerations, and interoperating systems are ready for cutover to live operations on the NG9-1-1 system. Among possible items for such a high-level checklist are the following:
* Has compliance been achieved with all statutes or regulations that allow a state, regional, or local 9-1-1 authority to deploy, operate, or manage software
* Does the 9-1-1 Authority have sufficient jurisdiction to implement NG9‑1‑1 emergency service IP networks to replace dedicated 9-1-1 systems that are shared among multiple emergency response entities?
* Are existing liability protection statutes or regulations in place to cover all services and
* Are existing privacy, confidentiality, disclosure, and retention statutes or regulations sufficient to apply to all types of 9-1-1 calls and call content that are possible with an NG9-1-1 system (e.g., voice, data, images, video, information from third-party databases added to a 9-1-1 call record)?
* Has full coordination and planning been achieved with Originating Service Providers (OSPs) to allow native delivery of emergency calls via Internet Protocols?
* Are all system maintenance and Service Level Agreements in place to allow the NG9-1-1 network and system to be managed and operated operate in a secure 24/7/365 fashion?
* Have all Policy Routing Rules and Call Diversion strategies been established and agreed to with surrounding jurisdictions?
* Has a rollback plan been developed that would be implemented if the Go-Live is not successful? For instance, if a situation at the PSAP requires a physical evacuation to the organization’s backup facility, the secondary location
* Has all system and end-user training been completed to ensure the user community and<br />
maintenance staff are prepared to operate and support the system?
* Has a complete treatment of verification and validation taken place to ensure GIS data for NG9‑1‑1 meets or exceeds the NENA 98% accuracy threshold?
* Has the NG9-1-1 Service Provider completed all Operational Readiness Tests of the network to include end-to-end tests, integration with NG9-1-1 Core Services Functional Elements, system and network failover tests, third-party integration tests, and [[Call Handling|Call Handling System]] integration tests?
* Has consideration and planning for denial of service attacks, telephony denial of service attacks and other cybersecurity protections been completed and thoroughly tested?
* Are the necessary call and system performance metrics for NG9-1-1 identified and able to be captured within reporting and systems and management monitors to allow the 9-1-1 Authority to measure system performance and to monitor key performance thresholds?
* Is there a detailed Transition Go-Live Plan (including tasks delineated in hourly increments with specific individuals assigned to tasks for Go-Live Day) in place with all system and network partners? A well-coordinated and well-documented cutover plan is needed to systematically and efficiently make the cutover from the legacy 9-1-1 system and legacy Service Provider to taking calls with the new
'''References:'''
[https://rosap.ntl.bts.gov/view/dot/4010 The USDoT
== Management and Maintenance ==
As an ongoing element of the project, both the provider and public stakeholder will have a role in continual management and maintenance of the NG9-1-1 system and its components. Maintenance becomes an active part of
'''References:'''
[http://www.nena.org/resource/resmgr/ngpp/ng911_transition_policy_hand.pdf Next Generation 9-1-1 Transition Policy Implementation Handbook (March 2010)]<ref name=":5" />: NG9-1-1 Transition Policy Issue Number: One; NG9-1-1 Transition Policy Issue Number: Two.
[https://www.nena.org/?page=NGOptnsReqs NENA NG9-1-1 System and PSAP Operational Features and Capabilities Requirements NENA 57-750v1]<ref name=":13" />: Sections 3.1; 5; 7▼
▲[https://c.ymcdn.com/sites/www.nena.org/resource/collection/22dbdb9d-fbd7-445e-a760-1c39a222ed34/NASNA_Model_State_9-1-1_Plan.pdf?hhSearchTerms=%225+and+NASNA+and+Model+and+State+and+Plan%22 NASNA Model State 9-1-1 Plan]<ref name=":4" />: Appendix A.
[https://www.nena.org/?page=MutualAidStandard NENA Mutual Aid Standard/Model Recommendation - NENA-STA-009.2-2015 (originally NENA 53-002)]<ref>[https://www.nena.org/?page=MutualAidStandard NENA Mutual Aid Standard/Model Recommendation - NENA-STA-009 (originally NENA 53-002)]. This document is provided as an Operational Standard/Model Recommendation for the development of Mutual Aid Agreements (MAA) or Memorandums of Understanding (MOU) between Public Safety Communications Agencies. This document is a Model Recommendation and should be modified to meet the unique requirements of individual States and Municipalities. It provides the essential elements of a Mutual Aid Agreement. All elements should be detailed to the extent required for the agencies involved and should be reviewed by legal counsel prior to establishing such an agreement.</ref>: Section 3.12▼
▲[https://www.nena.org/?page=NGOptnsReqs NENA NG9-1-1 System and PSAP Operational Features and Capabilities Requirements NENA 57-750v1]<ref name=":13" />: Sections 3.1; 5; and 7.
[http://www.nena.org/page/NGDataMgmt NENA Requirements for NG9-1-1 Data Management - NENA-REQ-002.1-2016]<ref>[http://www.nena.org/page/NGDataMgmt NENA Requirements for NG9-1-1 Data Management - NENA-REQ-002] This document defines discrepancy report and the performance reports associated with processes within the Next Generation 9-1-1 (NG9-1-1) system. The intent of the document is to provide 9-1-1 Authorities, vendors, Communication Service Providers (CSP), and other interested parties with guidelines for communicating issues or status of various elements within the system. The components of the document are Discrepancy Report Requirements and Performance Statistic Report Requirements.</ref>: Section 3▼
▲[https://www.nena.org/?page=MutualAidStandard NENA Mutual Aid Standard/Model Recommendation - (NENA-STA-009
▲[http://www.nena.org/page/NGDataMgmt NENA
== Other References under Development ==
The following documents are under development within NENA and nearing completion and will prove very useful to those looking for guidance and insight to prepare for NG9-1-1. Links to the documents are not yet available.
NENA Managing and Monitoring NG9-1-1 ''(Under development – link not available yet)'' (NENA-INF-040): Entire Document.
<u>NENA Next Generation 9-1-1 Fundamentals.</u> ''(Under development – link not available yet''). The intent of the Guide to NG9-1-1 is to make the NG specs understandable for the 9-1-1 authorities and PSAP managers.
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* Roger Hixson ENP, Technical Issues Director
* Chris Carver ENP, PSAP Operations Director
= Recommended Reading and References =
A comprehensive list of references is found below. The reader should be aware of an annual effort undertaken by the National 911 Program to prepare a document, “[https://content.govdelivery.com/accounts/USDOTNHTSA911/bulletins/198231b The Next Generation 911 (NG911) Standards Identification and Review]”<ref>[https://content.govdelivery.com/accounts/USDOTNHTSA911/bulletins/198231b The Next Generation 911 (NG911) Standards Identification and Review]. This document provides 911 leaders easy access to a robust list of standards that support informed decisions for an effective and efficient transition to NG911. The report includes a "what's new" section that identifies standards added or updated in a year. In addition to identifying hundreds of NG911-related standards, it also provides insights on the different types of standards, information about how they are developed and accredited, and a description of why NG911 standards are necessary. The report also addresses categories where additional standard development is needed, including access and origination networks, call signaling, call routing, call logging, and geographic information systems (GIS) and other call attribute data.</ref>
The NG911 Standards Identification and Review document is updated annually to reflect the latest status in
The core of the document includes references to standards documents from the various organizations including 3GPP, APCO, ATIS, DOC, FCC, ISAO, NENA, and USTelecom. All of the relevant standards committees are also listed. The appendix to the document contains a table with all NG9-1-1 standards documents listed with information on their relevance to the NENA i3 Architecture. The standards documents are categorized based upon whether they relate to Client, Access Networks, Origination Networks, NG9-1-1/ESInets, or PSAPs.
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<references />
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