JP SMITH City of Cape TownAlderman Safety & Security

The Citizen-Centric City Improving Safety & Security

ANDREW MORTIMEREOHPublic Sector Product Owner

EOH & The City of Cape Town

A Partnership for Safety & Security

• Listed in 1998. Best share performance on the JSE in

2014

• Best performing Technology company listed on JSE;

• Leader in technology and knowledge services;

• Over 13 500 staff;

• 134 locations in SA, over 50 countries in Africa &

internationally;

• Over 5 000 clients;

• Over R21 billion market cap;

• Largest SAP Partner on the African Continent;

• Partnership for life with government for citizen-centric

solutions.

• Serves approximately 3.8 million citizens;

• Rated as one of the best places to visit in the

world;

• Over 25000 staff (of which 4,000 in the Safety

and Security Directorate;

• 15 year investment in business transformation

through ICT investment;

• Largest SAP implementation in local

government in the world;

• 9th highest murder rate in the world requiring

focus on innovative Public Safety and Security

solutions.

Technology makes it possible, People make it happen Making progress possible, Together

EOH and City of Cape Town, Together making progress happen..

Public Safety RequirementsProvide Mission Critical Service DeliveryChallengesLegacy systems unable to meet demand Inability to meet acceptable Service Delivery targets (SLAs)

24/7

Communicate EffectivelyChallengesMultiple, unintegrated citizen points of contactInaccurate, delayed verbal field communications

Manage EmployeesChallengesWorking multiple shifts in geographically separate locationsLimited ability to manually manage complex employee data

Manage FleetChallengesDifficulty in understanding day-to-day fleet capability and availabilityPoor Situational Awareness results in inappropriate dispatch decisions

Leverage Technology to enhance efficiencyChallengesManual, paper based processing in disparate systemsLack of Situational & Spatial Awareness

Manage entire Incident LifecycleChallengesLack of Mobile Field Enablement resulting in delayed manual processesIncomplete feedback loop from field to citizen

Create Knowledge from Real Time DataChallengesManual data processes support unreliable information creationInability to execute decision making due to ineffective data processing

Manage DemandChallengesNo dynamic view of future demandDifficulty in managing the unpredictable emergency demand

Collaborate within and between AgenciesChallengesLack of interoperability due to unintegrated legacy systemsNo Common Operating Picture depicting the Real Time environment

Operational SafetyChallengesPoor understanding of Environmental and Operational ThreatsLimited tools for dispatchers to respond to Units in distress

!

Initial Needs and Challenges

SAP Video

EOH’s Smart City Model

Improved Service Delivery through …

CREATING VALUE FOR … Citizens and

communitiesGovernments

through outcomes ManagementService delivery

employees

… ALL CITY STAKEHOLDERS

Enhanced Citizen experience and

interaction

Managed and optimised resource

utilisation and productivity

Strengthened decision making, accountability,

transparency with improved insights

Better living standards and

lifestyle

….Ensuring

sustainable cities, environment and

economies

Interoperability

Achieve Smart Governments through improved service delivery by allowing exchange and make use of data collected across the City by providing a suitable Big Data Platform

Standard Data Model Schema

Data Sources

Standard APIs

Data Management, Verification and Authentication

Internet of Things (IoT)

Municipality in a Box

Grants Management

Infrastructure and Asset

Management

Emergency Management

Social Services Management

Tax & RevenueManagement

eHealth

EOHeGOVERNMENT

Platform

eGovernment Solution Offerings

Every second counts when protecting & saving lives

The full Disaster Risk Management Continuum needs

to be managed through the use of

optimised ICT technologies

Solution: Public Safety Ecosystem

Prevent

PrepareRespond

Recover

Every second counts when protecting & saving lives

Mobile Field Enablement

Emergency Call Centre

Investigative Case Management

Computer Added

Dispatch

Workforce Management

EMERGENCY MANAGEMENT

SUITE

Situational Awareness & Analytics

An end-to-end, integrated solution

with the primary objective to

optimise, prevent, prepare, respond

and recover

Solution: Emergency Management Suite

MOBILE FIELD ENABLEMENT

WORKFORCE MANAGEMENT

BUSINESS INTELLIGENCE and

REPORTING

EMERGENCY CALL CENTRE

COMPUTER AIDED DISPATCH

INVESTIGATIVE CASE MANAGEMENT

PILLARS AND ENABLERS

An illustration of the pillars and enablers that are the foundation of the solution:

Situational Awareness

Category Modeling and Business Rules EngineSOLU

TIO

N E

NA

BLE

RS

PUBLIC SAFETY AND EMERGENCY MANAGEMENT SOLUTION PILLARS

SOLU

TIO

N P

ILLA

RS

MEDICAL

WILDFIRE

FIRE and

RESCUE

UTILITIES

TRAFFIC

SERVICES

DISASTER RISK

MANAGEMENT

POLICING

Explainer Video

4000 Personnel

Safety and Security Directorate

7 Departments

1 Emergency Call Centre

3 Dispatch Centres

24/7

1800 Emergency Vehicles

Emergency Policing and Incident CommandCity of Cape Town Implementation

24/7 SAP Contact Centre for the Telephony ChannelInbuilt CTI integration to CRM for quick identification of caller details

Integration with existing GIS (ESRI)All Units tracked, custom iconography, 3 Click Dispatching via the map

SOLUTION COMPONENTS

• SAP Hana Enterprise

• SAP CRM

• SAP Contact Centre (formerly BCM)

• SAP Investigative Case Management

• SAP Mobile Platform, incl. Afaria

• SAP BOBJ

• EOH Computer Aided Dispatch with

GIS*

• EOH Emergency Responder Mobile

App** EOH-developed solutions

Android Application running on 3000 devices, media uploads

Common Operation PictureAll Incidents and Units visible

Real-Time ReportingIncluding dashboards

Robust, Secure Data Storagecompliant with legislative and operational requirements

City of Cape Town Implementation

All pillars successfully implemented and trained

Emergency Policing and Incident Command

Solution: EPIC Architectural Landscape

Oracle DBMSMicrosoft DBMS SAP HANA

Mobile Platform

Mobile & otherGIS integrationCommunication Channel integration

Integrated CRM Application

Mobile UIDesktop UI

Call Taking(CRM IC)

Dispatch(CRM Web UI)

Workforce Management(CRM Web UI)

Investigative Case Management(CRM Web UI)

Mobile Field Worker(Android Application)

Manager/Incident Commander (CRM WebUI) RTSA and Reporting

SAP Contact Centre

SAP CRMIncident

Command and Control

SAP CRMInvestigative

Case Management

(ICM)

SAP SMPSAP

Business Objects

ESRI ArcGIS SAP Afaria

ACMESBC for

Telephony

Grapevinefor SMS

ESRI Geo-event Server AGS

Services

NetWeaver Gateway

ESRI Pictometry

Services

SOLR Widget with

HERE DB

ExchangeFor Email

HANA CRM Schema• Incident Data X,Y• Incident Data Type

(open/Closed)• Unit Data

(dispatched/Available)

CC Reporting Server on SQL

• Contact Centre reports

• Integrated with BOBJ

ICM on Oracle DB Only Usage of

ICM header information is replicated to a

Custom table on HANA

HANA EGIS Schema• Feature Classes (Editing)• Feature Classes (Querying)• Feature Classes (Views)• Unit Tracking Data (GPS)

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EPIC core off-the-shelf app components

EPIC custom-built modules

EPIC integration layer

EPIC data management layer

Note: This reference architecture represents EPIC deployment at the City of Cape Town.• EPIC custom-built modules rely on SAP

CRM running on SAP HANA • The SAP CRM on Oracle instance is used

by the city of Cape Town to implement in Investigative Case Management System (ICM) dome of its non confidential data is imported into SAP HANA to allow comprehensive reporting. Also some users with appropriate credentials can access ICM data though the EPIC user interfaces.

• The version of SAP Contact Centre deployed at a the City of Cape Town uses SQL Server

• SAP Business Object is used for reporting and accesses data both in SAP HANA and SQL Server

Call Taking (Click for details)

Dispatcher (Click for details)

BI & Reporting(Click for details)

Situational Awareness(Click for details)

Category Modeller & Rules Engine(Click for details)

Workforce Management (Click for details)

Mobile Field Enablement(Click for details)

Solution: Screenshots

Go Back

Powerful searching by multiple attributes

Integration with Business

Intelligence

Creation of Master Data; Pre-Planned Service Requests.

Create Units by combining vehicles

and employees

Manage future and operational Units in

real time.

Easily handle any shift schedule

Solution: Workforce Management

Caller DetailsIntegration with

Landline Database and Location

Based Services

Telephony Integration

GIS and Situational Awareness

SOPs & Instructions based on chosen

Category

Distribution to multiple agencies

Primary & Secondary Questions

Driven by the Category Modeller

Incident Details(Category, Location,

Priority etc)

Solution: Incident Registration Go Back

Incidents per geographical areas

New IncidentsAlerting the dispatcher

GIS and Situational Awareness

Units ListCall Sign, Type,

Base, Status, Shift

Shortcuts

Unit & Incident Iconography

Incidents per geographical areas

Incident SummaryPriority, Level, Category, Location, Status, Units

Assigned

Solution: Computer Aided Dispatch Go Back

Tasking

Achieving

Resolving

Android Application

Can be installed on any device

Instant Electronic Dispatching with full

incident details

Full status management with

immediate feedback to the Dispatcher

Customisable forms to handle any client

requirement

Resolution process to drive compliance and

completeness

Free Text and Multimedia

feedback ability

Solution: Mobile Field Enablement Go Back

Reporting per Department / Section / Base

Real Time, Dynamically Updated Information

Visual, easily readable Speedometer style

dashboards

Multiple graph types can be preconfigured

Easy recognition of trends over time

Multiple categorisation levels allow in depth analysis of call types

Solution: Business Intelligence and Reporting Go Back

High resolution Aerial Imagery

Unit Iconography(Type, Status, Position etc)

Map Legend and Layer Control

View of all Incidents

Client’s GIS Data Layers

Powerful fuzzy location search incorporating

multiple databases

Incident Iconography

(Category, Status, Priority etc)

Real Time tracking of Units

Solution: Situational Awareness Go Back

Dynamic SOPs created and

updated

Adjustable Icons

Complex Category Hierarchy able to

handle any incident type

Pre Determined Distribution to

multiple agencies

Pre Determined Attendance ensure

correct Units are dispatched.

Keywords to allow for easy searching

Solution: Category Modeller and Rules Engine Go Back

By Embracing SAP CRM on SAP HANA as part of the EOH EPIC programme, the City of Cape Town may* achieve the following results:

CAPACITY: Electronic Distribution to First Responders and Service Providers

COST: Spatial selection of most appropriate resources

SLA: Category Modelling and Rules engine saves time

• Assumptions: 1000 calls per 12 hours; 50% demand a 2 department response; telephonic handover = 180 seconds• Benefit: Time Saving of 4.16 operator positions per day!

• Assumptions: 1000 operational response units, each servicing 10 incidents in 12 hours, travelling 20km’s per incident at a cost of USD1/km• Assumption: Conservative estimate = 20% saving on utilising ‘closest appropriate unit’, and 10% on strategic placement • Benefits: USD30,000 per day or USD900,000 per month

• Assumption: If the category and associated incident parameters such as priority, level, pda and pdd were manually set it would take the call-taker significantly longer to register and distribute the call

• Benefit: Departments receive notification of incident sooner than previously due to automation of various core processes

* In many cases the baseline data was not available, and hence the benefits are logical assumptions

City of Cape Town Implementation: Realised BenefitsEmergency Policing and Incident Command

Emergency Policing and Incident Command

Case Study

Imizamu Yethu Fire 11/03/2017

Case Study: Imizamu Yethu Fire

Case Study: Imizamu Yethu Fire

QU

ICK

FA

CTS

• Fire breaks out at midnight on 11/03/2017

• Burns for 20 hours• 4500 homes destroyed• 15’000 homeless

SER

VIC

ES IN

VO

LVED

• Fire & Rescue• DRM• City Policing Cluster• SAPS & EMS• NGOs

Case Study: Imizamu Yethu Fire

Case Study: Imizamu Yethu Fire

An EPIC Success

An EPIC Success

THANK YOU