Slide 1

Operating Virtual Command
Centres
The Changing Face of Disaster Management
Presented by Steven C. Davis
Principal, DavisLogic, and All Hands Consulting
12th World Conference on Disaster Management


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Agenda
How a Virtual Command
Center Functions
Operational Considerations
Information Management
Managing Resources
Examples of Virtual Command
Center Software


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First: The Purpose of the EOC
The EOC’s purpose is to coordinate incident
information and resources for
management.
The EOC must receive, analyze, and display
information about the incident to enable
CEO decision-making.
The EOC must find, prioritize, deploy, and
track critical resources.
The EOC must enhance decision making,
communication, collaboration, and
coordination.


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What Makes the EOC Work?







A Good Concept of Operations
Good Teams
Good Staff
Good Communications
Good Space
Good Technology


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The Problem
 Command Centers may be
impacted by the event.
 Staff may need to be
dispersed.
 Remote sites may need to
be involved
 Need to effectively direct
and control resources,
actions, information and
communications.

WTC 7 housed the
NYC Emergency
Operations Center


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The Solution
A “Virtual EOC” that enables managers to:
Participate in critical decision-making
processes regardless of physical location
Effectively direct and control resources
Automate processes and methodologies
Assign and track tasks
Efficiently communicate real-time information
Protect communication and data with needed
redundancy and flexibility


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Definition: VEOC
A Virtual EOC is a means - for an
organization to coordinate response and
recovery actions and resources - that
exists solely or partially in cyberspace.
A VEOC provides an electronic EOC via a
computer network or the Internet. It can
consist of one workstation or thousands
of networked computers dispersed
throughout the enterprise and around the
globe.


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The Virtual Command Post
A Military perspective

“For survivability, future command posts will be
established and operate in a dispersed
configuration…
“Face-to-face communications will be effected
through the use of audio and video
teleconferencing, data distribution and virtual
reality…
“The virtual reality space of each conference
participant will reside in his own local computer.”
United States Army - Communications & Electronics Command


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The Private Sector Follows Suit
“A command center must be established
from which the event can be managed (until
a disaster is officially declared or reentry to
the regular facility is possible). Enterprises
should consider establishing a "virtual"
command center to limit the vulnerability
caused by all senior executives being in one
location.”
Gartner Research Note – September 19, 2001


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What Are They Doing?
Companies such as Cisco and AT&T use
Virtual Command Center Software while
Fidelity and the Bank of America utilize
conference calls and on-line databases to
coordinate emergency response for global
operations.
US Army Regional Task Forces have used
Virtual EOC Software on wireless networks
that can be deployed on short notice.


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How a VEOC Functions
 Provides C4I (Command, Control,
Communications, Computers, and
Intelligence) functionality in a “virtual
environment.
 Any EOC participant can function as
part of a virtual command center.
 Some may be operating from the
physical EOC.


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How a VEOC Functions
 All participants can access needed
data, send messages, and update
information regardless of location.
 Telephone and conference calls can be
used as an adjunct.
 Modern VEOCs utilize the latest
Internet technology as well as virtual
private networks and satellite
communications.


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Virtual EOC Design Principles
Virtual EOCs can use a variety of technology
and communications options
• Internet, Intranet/VPN, wireless

• Radio, cellular, satellite
• Members participate as appropriate
• Mapping
• Automated journaling
• Access to plans & data


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Operational Considerations
BEFORE

DURING

AFTER

• Contingency Planning

• Response

• Recovery

• Training

• Incident Mgmt.

• Service Restoration

• Continuity Programs

• Resource Mgmt.

• Insurance

• Mitigation

• Damage Assmnt.

• Reimbursement

• Updating Resources

• Cost Accounting

• Re-Building


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The VEOC Should Be…
Internet based
Flexible
Economical
Convenient
Based on Live Information
Interactive
Collaborative


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Virtual EOC Issues
 Platform/architecture
 Data storage and backup
 Communications
 Administration
 Information organization
 Data links
 Information priority
 Filtering capability (role based)
 Sharing control over resources


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Advantages of a Virtual EOC
Almost anyone, anywhere can participate
Lower investment in physical EOC sites
Ease of use - most products make it easy
to learn and use the command center
software
Role-based software allows you to focus
on critical tasks, minimizes clutter and
interference


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Advantages of a Virtual EOC
Easy to set up and implement
Software updates permit continuous
improvements and enhancements
Data can be hosted off-site using
redundant servers in hardened sites
Little or no infrastructure required – uses
readily available Internet and
telecommunications technologies


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Disadvantages of a VEOC
Even with options, may have problems
with accessing the VEOC during an
emergency
Face-to-face contact may be needed
Virtual participants may be distracted by
other projects/issues
Requires strong command and control
May be expensive


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Internet Technology
The Internet is everywhere
Provides the ultimate in redundancy
Can be done via Intranet or VPN
Third-party application hosting an option
The server may be maintained by an
Application Service Provider (ASP) at a
secure, reliable data center


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Problems with ASP
Communications may go down during
an emergency
ASP data center could be affected
Data is not “on-site”
Security
Availability
Reliability


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On-site Deployment
Advantages
On-site server is always available
Customer has full control

Disadvantages
On-site server is not always up
Larger infrastructure requirements
Costs more for vendor services due to
travel
Cannot relocate EOC easily


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Web Hosted Deployment
Advantages
Little or no infrastructure required
Vendor provides high availability
Any PC with a browser can act as a VEOC
workstation

Disadvantages
Data usually off-site
Greater dependency on a vendor


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Lessons Learned
 “Solutions” need to work
 Team over plan
 Treat information as data
 Need simple status board/reports
 Need ability to filter and sort
 Train, practice, revise, train, practice, etc.
 Clear assignments are a must
 Proper staffing is required – need back-ups


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Information Management


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Event Information Tracking
1. Stakeholder notices possible disruption
2. Alert message sent to the EOC

3. Alert message evaluated
4. Incident Log opened to track event
5. SOPs implemented using checklists

6. Tasks assigned according to plan
7. Resource allocation tracked in log
8. Task performance tracked in log

9. Status briefings and updates to stakeholders


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VEOC Information Flow
Your Organization
External
State/Fed
Govt.

Employee

Customer

Contractor

Call Center

ERT

Emergency
Input

Command
Center
Organization

Executive
Group

Incident
Established

Local Govt.

Post to
Operations Log
Supplier

Executive
Briefing

Incident
Response Mgm’t
Contingency
Plan Activated

Other
Businesses
Task
Tracking

SOP Checklist
Activated

Plan Response
Tasking

Vendor

Emergency
Response
Teams

Task Assigned

Performance
Tracked
Personnel

Procedures
Implemented

Teams
Deployed

Stakeholders

Resources
Assigned

Resources

Public
Relations

Public


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Information Management
Continuity and Emergency Managers need
a robust information management tool:
Easy and efficient to use
Collect information to allow rapid response
Track multiple incidents and resources
Track Resources
Communicate across the enterprise
Provide reporting capability


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Information Management
Use the Internet - Link to:
Emergency plans
Policies and procedures
Site maps, floor plans
Resource lists
Other Internet resources
Other entities


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Managing Resources
 Need access to everything
 Populate databases with live, up-to-date
resource data
 Decrement available resources as they are
assigned
 Track who, what, when, and where about
deployment
 Restore resources once available
 Highlight status of critical facilities


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Software Solutions
There are a handful of vendors
providing Internet based EOC
products
Others providing Intranet tools
Some still not web-enabled
Options and feature vary
So does the degree of sophistication
Some good products as low as $9,995


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VEOC Software Features
Status Tracking & Reporting
Checklists & Plans
Maintain Resource Lists
Maintain Contact Lists
Journaling
Automatic & Manual
Mapping and Visualization
Staff Management
Linking Capability


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Build or Buy?
Build your own solution
Use office productivity products.
Combine with a bridge line.

Requirements
Talented people and time.
Internal support.

Issues
Long-term costs might out-weigh initial
development costs.
Is developing emergency management
technologies a core competency?


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Building Your Own VEOC
 Use tools that already are in use:
 E-mail
 Office Productivity Suites
 Internet/Intranet
 Phone System/Bridge Lines

 Understand and document your requirements
 Look for solution-independent requirements
 Consider operational requirements first
 Build in phases, plan for course corrections


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Buying Software
 Try before you buy
 Talk to other users
 Buy a relationship – the vendor should be
around to support you
 Pricing
 Make sure you get the ‘out the door’ price
 Consider leasing & web hosting as alternatives
 Remember, you get what you pay for
 There is strength in numbers; negotiate volume
discounts


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Evaluating Products
Many solutions to choose from

 NIJ Office of Science and Technology, Critical
Incident Technology program funded a study
that concluded in June
 It addressed limitations in the ability of
agencies to coordinate across jurisdictions
and disciplines to orchestrate an effective
response to a critical incident.
 At the core of this problem are imperfect data
sharing, information and communications
technologies


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A Good Solution Will Be…
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







Easy to learn and use
Work right out of the box
Role-based
Configurable (customizable)
Compatible with existing infrastructure,
databases, software, e-mail, GIS & the Web
Flexible and scalable (can grow and change
with you)


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The Ideal
Information System
 Easy to use and robust information and
decision management system
 Central command and control
 Messaging/communications function
 Event tracking and logging
 SOP and check-off lists
 Resource management
 Documentation of response actions
 Status Reports


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Example: Ops Center - Automated Checklists


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Example: EM/2000 Message Tracking


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Example: E Team Message Tracking


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Drill Down to Get More Detail


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Software Vendors
 Alert Technology - Ops Center
 Blue292
 Emergency Manager
 WebEOC
 E-team
 Incident Master
 SoftRisk
 EM/2000
 Strohl Systems - Incident Manager


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For More Information

[email protected]
(410) 730-5677
www.DavisLogic.com
www.AllHandsConsulting.com