Avaya StaffApril 10, 2019

Digital Transformation Across Industries: Healthcare, Hospitality and Public Safety

Nearly 70% of organizations believe their digital transformation efforts are “less than extremely successful,” according to an IDC study, standing to lose as much as $655,000 per failed project according to data from Fujitsu. In today’s “disrupt or die” era, companies need a steel-clad approach for creating sustainable and measurable organizational change.  It will be a trying year for brands that overlook, underestimate or misstep.

We’ve taken a look at healthcare and hospitality, now let’s discuss public safety and next-generation emergency services…

Overhauling Emergency Communications for Better Detection and Protection

The average chance of 911 getting a quick fix on location ranges from as low as 10% to as high as 95%. Why the huge gap? Public safety access points (PSAPs) still rely on technology that was designed to locate landlines, despite the fact that the number of 911 calls that come from cell phone networks is huge and growing. This presents potentially life-threatening issues for emergency responders that existing systems have difficulty addressing. As time progresses, we will see a greater movement towards next-generation methodologies of tracking a caller’s location.

In emergency situations, one shouldn’t have to worry if their call will reach call takers for the first responders to be able to go assist. Laws in some countries are also changing. Many are aware of Kari’s law signed by the U.S. president on the 50th anniversary of the first 911 call made earlier this year. Emergency responders, when provided with detailed context of the emergency and precise location, can now focus on addressing the cause of distress and helping people in need.

It becomes almost impossible for PSAPs to get the right information to the right people at the right time if they continue to use traditional, single-purpose and location-specific communications systems. Location discovery will increasingly become an essential part of any emergency location management solution, especially for VoIP networks. Location discovery technology monitors VoIP phone assets on the network and updates the call server database as soon as the IP phone moves. This technology will continue to ensure that accurate caller information, including the caller’s building and room number, is reported to the emergency call center.

With mobility, however, you need more than physical port configuration mapping. The combination of advanced technology such as Wi-Fi triangulations, GPS, wearables, NFC capabilities combined with highly sophisticated AI-based analytics is key to overcoming lack of location data for mobile devices. These different mechanisms make it possible to detect that a caller is not just in a certain building, but on a certain floor, or even to detect how many callers are in the same area to prevent potential congestion and queuing when calling for emergency when a large population is being impacted.

As smart cities and emergency services continue to evolve, it is essential that they establish seamless communications, add AI based analytics in real-time and actively break down technology silos to help maintain public safety in today’s digital world.