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Crisis Management The New Role of the CIO/CTOs

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Resident population of over 8 million; daytime population of 10 million ... The 1 million student school ... Is there information to go out on our crawls. ... – PowerPoint PPT presentation

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Title: Crisis Management The New Role of the CIO/CTOs


1
Crisis Management The New Role of the CIO/CTOs
IT staff
2
The City of New York
  • Resident population of over 8 million daytime
    population of 10 million
  • Over 350,000 City employees, 300,000 retirees
  • New York City Government includes 5 counties
  • The 1 million student school system reports to
    the Mayor
  • Annual budget exceeds 54 billion dollars
  • Trails only the Federal Government, and the
    states of California New York
  • If New York City was a private sector
    corporation, it would be in the Top 30 of the
    Fortune 500 companies
  • Over 120 agencies, offices, and organizations
    make up The City

3
New York Citys Public Safety Record
  • In December 2005, out of the nation's 10 and 25
    largest cities, New York City ranked the safest
    with the lowest overall crime rate.
  • Among cities with 100,000 residents or more, New
    York City ranked 211th out of 227 cities.

4
New York Citys Major Incidents - the past 5 years
  1. Terrorist Attack on World Trade Center
    September 11th 2001
  2. Crash of Flight 587 - November 12th, 2001
  3. Northeastern U. S. Blackout August 14th 15th,
    2003
  4. Staten Island Ferry crash October 15th , 2003
  5. One and a half hour partial 911 outage March
    26th, 2004
  6. Major Transit Strike - December 20th 23rd 2005
  7. Blizzard, largest recorded snowfall in NYC-
    February 12th 2006

5
NYCs Major Incidents Effect on Telecomm (1)
  • Land line cellular phone utilization peaks,
    exceeding network capacities.
  • Phone service spotty and extremely limited.
  • Challenge for critical communication for command
    and control.
  • 911 may not be accessible.
  • Government Emergency Telephone Service (GETS) may
    be inaccessible via cell phone.

6
NYCs Major Incidents Effect on Telecomm (2)
  • A prolonged power outage, further erosion of
    phone service occurs.
  • Cell sites lose power and fail over time 3-4
    hours (100UPS, 50Generator Couplings,
    10Generators)
  • Public Safety Radio infrastructure fails (unless
    supported by UPS)
  • Non-copper based telephone infrastructure fails.
    Fiber optics premise based multiplexers
  • Cable television service fails. Radio stations
    w/o UPS go off the air.
  • VoIP service dependent upon operating non-copper
    based infrastructure fails
  • Premise equipment w/o battery backup fails
    wireless phones, cable modems, routers.

7
The role of the CIO/CTO during power outages and
events impacting infrastructure
  • What is the impact on public safety
    communications?
  • What is the impact on public telecommunications?
  • What do the citys web site, 311, 911 need to
    do?
  • What IT support needs to be provided for the
    emergency response?
  • What needs to be done to keep Municipal IT
    functioning?

8
Telecommunications - What is the impact, what is
the status, what type of volume are is being
handled, are there any issues/problems, any
developing?
  • Are 911 systems operating normally?
  • Are the telephone systems operating?
  • Are cellular networks operating?
  • Are our public safety radio systems operating
    normally?
  • Have any critical Public Safety sites been
    effected?
  • Police/Fire/EMS sites, Command and Control
    Cityhall, OEM, Hospitals, Key agency buildings
    and operational facilities
  • Have any sensitive locations/installations been
    effected?
  • Nuclear power plants, Chemical plants,
    refineries..
  • Have any critical commercial sites been effected?
  • Exchanges, strategic industries, banks, alarms,
    surveillance, monitoring and security systems
  • Are cable systems up and operating?

9
Public Facing IT Utilities What needs to be
done?
  • 911, 311, 211
  • How high is call volume, do we have enough call
    takers, is the next shift going to be able to get
    in to work? Supplement call takers?
  • What is the message, What do we tell people?
  • What are people telling us? Who needs to know?
  • Are there any new 311 functions that need to be
    brought up quickly? How quickly? What
    information do we need from callers, what is the
    process?
  • Web site
  • How is the web site performing?
  • What is the message/content?
  • Do we post an emergency home page (OEM)
  • Municipal Television
  • Is there information to go out on our crawls.
  • Do we want to facilitate press coverage by
    providing a pool feeds, where are the press
    conferences going to be held?

10
Municipal IT infrastructure
  • What is the impact, what is the effect, how big
    a problem is it, should DR procedures be
    implemented?
  • Are data centers effected? Is there potential for
    integrity to be compromised?
  • Are networks operational? Is there a security
    threat?
  • Are any non-data center based systems adversely
    effected?
  • Are systems critical to support emergency
    operations up and running properly?
  • Web sites, GIS, E-Teams, CRM (311), Email, BES
    servers
  • Have other technologies been adversely effected?
  • PBXs, Traffic Pattern Control systems, Building
    Control Systems

11
Providing IT support for the emergency - Wireless
  • Wireless
  • Does anyone need radios, satellite phones, cell
    phones, blackberries, EVDO?
  • Do we need to deploy additional batteries,
    chargers, accessories?
  • Is the radio infrastructure stable, deploy back
    up systems?
  • Are there Interoperability requirements? Deploy
    ACU 1000s, system level interoperability?
  • Do we need to deploy Cells on Wheels (COWS),
    Cells on Light Trucks (COLTS)?
  • Do we need to deploy temporary public pay phone
    banks?
  • How is the infrastructure holding up, any systems
    failing, Batteries, UPSs, Generators Operating,
    is fuel required?

12
Providing IT support for the emergency General
Technology
  • Is there a need for new office environments to be
    established, an EOC, field command centers,
    Family Assistance Centers?
  • Is there a need for credential systems?
  • Does anyone need laptops?
  • Is there mapping and GIS support required for
    press announcements, traffic control and
    logistical support?
  • Are there new applications that need to be
    brought up quickly?
  • Are there IT support staff in EOCs, public
    safety agencies that need to be relieved?

13
Aftermath of the Attack on the World Trade Center
September 11th 2001
  • Needed to Coordinate IT equipment requests,
    triage, stage, inventory, distribute, manage FEMA
    reimbursement applications, pay vendors.
    (coordinate and track donations) Lesson Learned
    Develop procedures, establish Emergency IT
    Contract
  • Needed to build facilities rapidly
  • OEM Emergency Operation Center Family
    Assistance Center
  • Backup Emergency Operation Center Executive
    Offices
  • Lessons Learned - LAN in a box. (Network
    equipment and Notebooks ready to deploy),
    Emergency IT Contract, pre-configure
  • Needed to coordinate the restoration of telephone
    service
  • Lessons Learned Strengthened Mutual Aide
    Restoration Consortium Agreements
  • Developed a GIS capability at OEM Emergency
    Operation Center
  • Implemented Emergency Resource Management
    Software
  • Developed Agency by agency business /continuity
    recovery plans
  • Centralize - City data centers and network fared
    very well, agency servers and networks failed

14
Crash of Flight 587 - November 12th, 2001
  • Developed Mobile GIS capability
  • Rapid deployment of Family Assistance Center

15
Northeastern U. S. Blackout August 14th 15th,
2003
  • Needed to have better control over the
    Maintenance of UPSs and Motor Generators at some
    of our sites
  • Needed to strengthen our protocols with the
    Telcos, needed insight into their Motor
    Generator maintenance and testing
  • 311 Handled 172,000 calls in a single day.
    Harden 311.
  • 311 provided feedback from public
  • 311 helped to relieve 911, 911 experienced normal
    volume
  • Needed additional battery capacity for Public
    Safety Radio repeaters spares, portable
    generators
  • Needed satellite phones and radios for executives
  • Needed to harden city hall
  • Data centers network available, no users

16
Staten Island Ferry crash October 15th , 2003
  • Needed a system on hand at 311 to track missing,
    casualties / next of kin.

17
One and a half hour partial 911 outage March
26th, 2004
  • 311 received and routed 911 emergencies to
    precincts via non-emergency CRM workstations
  • Lessons Learned strengthen procedure to route
    911 calls thru 311, ring down phones between
    NYPD/FDNY/EMS
  • NYPD had work around procedures for 911 outage
  • Painstaking change control procedures with
    Verizon
  • The highest levels of redundancy need to be
    implemented for 911

18
Major Transit Strike - December 20th 23rd 2005
  • Needed to develop telecommuting policies and
    capabilities
  • Needed a plan and the capacity to transport 911
    and 311 call takers to work and back.
  • May have needed uniformed NYPD trained to handle
    911 calls if 911 call taker attendance was too
    low. Needed to have NYPD officers trained.
  • The benefit of Call center capacity outside of
    the region began to be apparent
  • NYC 311 handled 243,000 calls in one day, normal
    911 call volume

19
Blizzard, largest recorded snowfall in NYC-
February 12th 2006
  • The need for call center capacity outside of the
    region was reaffirmed.

20
New York City 3-1-1 - Invaluable Everyday
Essential during Emergencies
New Yorkers only need to remember two numbers to
contact City government 911 for emergencies and
3-1-1 for everything else.
  • All calls are answered by a live operator, 24
    hours a day/7 days a week/365 days a year
  • Provides immediate access to language translation
    services in over 170 languages
  • Allows callers to quickly and conveniently
  • Be directed to a specific City, State or Federal
    agency or program
  • Request detailed information about services and
    programs
  • File a request for City services
  • Professional, courteous, knowledgeable,
    accessible

21
311 Providing Access to Govt. Increasing call
volume
  • 3-1-1 has increased the publics access to
    non-emergency government services.
  • Since March 9, 2003, 3-1-1 serviced over 30
    million calls, 15 Million/year
  • 3-1-1 averages approximately 47,000 calls per
    day.
  • Since its inception, the average number of calls
    per day has steadily increased
  • 3-1-1 has set of a service level of answering
    over 98 of calls in less than 30 seconds, no
    calls on hold beyond 3 minutes.

22
New York City --- Why 3-1-1 is necessary
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