Integrating Web-Based Emergency Management Collaboration Software into Airport Operations--A Primer (2013)

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4Definition of a WBEMCT A WBEMCT is a web-based collaboration tool proven beneficial in navigating the challenges of airport emergency management and day-to-day operations. Many, but not all, users find these systems cost-effective, intuitive, and easy to operate. However, these benefits can only be realized when the personnel involved perceive utility and use them regularly. WBEMCTs can facilitate coordination of resources among on-scene inci- dent commanders (ICs) and emergency operations centers (EOCs)1 and link airports with other city, county, or state EOCs to support joint responses. WBEMCTs can also assist airports in achieving and maintaining National Incident Management System (NIMS) compliance. Moreover, they promise wide applicability for managing non-routine airport events such as severe weather, aircraft diversions, security incidents, and special events, as well as daily operations such as staffing, inventory, and recordkeeping. WBEMCTs are designed to operate within the airport’s current network. The core capabilities of an airport’s WBEMCT system include commu- nication tools that relay data to external emergency management systems, resource tracking tools, and applications that document and archive records of actions taken. Types of WBEMCTs Fully integrated, locally hosted emergency management systems, also known as client-server- based systems, reside on the airport network; they can be implemented as separate systems or incorporated with a variety of systems within the airport. WBEMCTs can also be obtained through secure access via the city or county emergency management system or Software as a Service (SaaS), also known as subscription services. Table 1 provides a brief overview and comparison of the capabilities of the three types of WBEMCTs. C H A P T E R 1 Overview of WBEMCTs 1 For various legal or historical reasons, an airport may call its functional equivalent of an EOC by some other term such as Departmental Operations Center, Coordination Center, Communication Coordination Center, or Airport Response Coor- dination Center. These are all functionally equivalent to EOCs. Software as a Service (SaaS) may provide more functionality than an external EOC system (such as those provided by a state or local authority) and may cost less than purchasing a fully integrated system. Airports throughout New York use the New York State Department of Emergency Management’s web-based emergency management system to coordinate responses, view information, and input data.

Overview of WBEMCTs 5 WBEMCT Features and Capabilities The various features available through a WBEMCT, such as the status board, dashboard, COP, recordkeeping applications, training simulations, and the like, can help airports improve trouble-shooting and problem-solving procedures and capabilities during emergencies as well as during regular operations. Operators can employ these features to minimize the impact of and maximize the recovery from critical events and the “regular emergencies” common to air- port management, efficiently mobilizing personnel and resources and assigning clear roles and responsibilities when time is of the essence. To date, the majority of airports use their systems primarily when they activate their EOC. For example, while Phoenix Sky Harbor International Airport (PHX) has yet to integrate their system into day-to-day operations, they regularly use their system to manage a wide variety of events, from bowl games and the departure of the Arizona Cardinals football team, to fire exer- cises and triennial training, to bomb threats and monitoring the aftermath of the 2011 tsunami. Their system tracks event timelines, involved or needed resources, and the current status of the event response. Real-time information is made available to airport executives, airport tenants, city emergency managers, U.S. Customs and Border Protection (CBP), Federal Aviation Admin- istration (FAA), the Air National Guard, and so forth. They are currently deploying their system in their new mobile command vehicle, which will keep all parties on the same page while greatly reducing the necessity of radio communication. Status Board A status board tracks and communicates pre-selected data (e.g., aircraft alert levels) and the status of critical systems (e.g., power supply) (Figure 1). It automatically updates and displays data at regular intervals to provide a user-friendly application for monitoring key operations and addressing the logistical challenges that arise during the course of both emergency and day-to-day operations. By providing stakehold- ers the ability to share detailed data across platforms, it increases situational awareness and saves time during circumstances where every minute counts. Capability Locally Hosted System Software as a Service (SaaS) Secure Access to City or County Emergency Management System Initial Cost Funds needed to integrate additional features Funds needed to integrate additional features Funds and/or authorization needed to integrate additional features Flexibility Dedicated system for airports to use every day; airports control information sharing Dedicated system for airports to use every day; airports control information sharing Emergency management agency (EMA) controls system Responsiveness and Reliability Internal (airport system) controlled by airport IT experts; responsive to needs of airport Server at alternate location (may enhance network survivability), with hot back-up; reliance on help desk and system administrator offsite Server at alternate location, which may slow down response time, determined by bandwidth; reliance on offsite system administrator Maintenance Cost Repairs and replacement need to be funded (unless covered by maintenance agreement) Repairs or replacement need to be addressed in maintenance agreement Repairs or replacement need to be attained through the EMA Table 1. Types of WBEMCTs. Web-based collaboration tools can save time and money.

6 Integrating Web-Based Emergency Management Collaboration Tools into Airport Operations—A Primer Dashboard A dashboard consolidates data and displays a snapshot of the current status of major airport operations (Figure 2). Multiple applications utilizing high-level data are displayed, typically via overlapping screens. Lower levels of data are easily accessed by clicking on a tab or icon, provid- ing a user-friendly visual presentation that facilitates timely and informed decisions. Dashboards can be customized to communicate concerns with local emergency management agencies and to track various aspects of operations such as staffing, inventory, logistics, and security. Video from the airport’s closed-circuit television (CCTV) cameras can be integrated as part of the system. When responding to emergencies, managers can use WBEMCT dashboard views to aid in the decision-making process by quickly communicating real-time operational information while minimizing negative impacts to airport operations. The use of dashboards expands situational environmental awareness, which can enhance the forecasting, planning, and executive decision making needed to effectively manage an emergency. Dashboard views can also be used as a decision support tool to aid personnel during day-to-day airport operations. They can quickly provide operational personnel with the status information necessary to make sound decisions, such as runway in use, peak-demand periods, FAA flow/ restrictions, delay and average taxi times, and so on. For example, if an airfield maintenance crew needs 15 minutes to make a quick repair on a runway, the operator can consult the dashboard and find a 15 minute space in operations where the work can be completed without impacting flights. Figure 1. Example of a status board.

Overview of WBEMCTs 7 Common Operating Picture A common operating picture (COP) is an online graphic representation of an event, scene, location, or situation that can enhance coordination and collaboration and increase efficiency among all stakeholders during emergency responses as well as day-to-day operations Figure 3). Geographic information systems (GIS), sensors, cameras, and wireless devices can be integrated into a COP. Web-based tools that are already in use and interoperable with internal and external agencies can be employed, which can help promote and streamline the adoption of a COP. Making the best decision is critical to both minimizing impacts and avoiding conflict during the management of an emergency. A unified and coherent visual depiction can help representa- tives share and present information easily to more fully understand the “big picture.” The COP and associated status boards and dashboards provide quick access to answers to typical ques- tions first responders have such as what assets are on the scene, where the assets are located, and which roles and tasks are assigned. Position tracking using GIS can automatically display the best resources available. Responding units can consult the COP to determine their most appropriate approach to the scene and designate the most appropriate staging locations. Senior managers can view the COP to quickly determine if all appropriate responders are on scene, and can use it to anticipate the best next steps in the response based on established protocols. As additional resources arrive on scene, the COP expands to help build common situation and environmental awareness. The COP and associated status boards and dashboards can help managers accurately determine when recovery has been fully realized through continuous moni- toring of the real-time data display. Figure 2. Example of a WBEMCT dashboard for day-to-day operations.

8 Integrating Web-Based Emergency Management Collaboration Tools into Airport Operations—A Primer Most airports continue operations during a typical emergency response; therefore, timely and accurate operational information can help responders anticipate and manage possible conflicts before they happen. For example, knowing precisely when a targeted aircraft will arrive and what other activity may occur around an emergency response can aid managers in making good deci- sions, which can significantly reduce the overall risk and impact of the events. Managers can also effectively use COP information to help minimize the potential impacts of the emergency event on normal airport operations; for example, a manager can determine whether a scheduled flight should be held or allowed to depart depending on its relation to the targeted aircraft’s expeditious path. Finally, web-based technology can help minimize future impacts of unforeseen events. Appropriate responses to possible events can be proactively pre- selected; for example, if an alarm is activated, the system can automatically dispatch security personnel, redirect security cameras, and restrict access to the area in question, saving valuable time during a critical situation. During day-to-day operations, a COP can provide a useful overview of the multifaceted dynamics of airport operations. Airport managers can use the COP to update airfield mainte- nance items, handle work orders, dispatch units, track the effects of inclement weather, or view an incident on the airport. For example, if the FAA decreases the aircraft arrival rate due to inclement weather, and the airport’s public information officer wants to know how this action affects passenger traffic, he or she can use information from the dashboard to quickly and accu- rately determine average arrival and departure delays. Or if aircraft rescue and fire fighting Figure 3. Example of a COP for emergency operations.

Overview of WBEMCTs 9 (ARFF) personnel want to conduct airfield driver familiarization training, they can consult the dashboard to determine the current flow of air traffic and areas with the least aircraft movement to determine the best location to conduct the training. Record Keeping Airports can develop unique dashboards to track critical airport systems such as implementa- tion and tracking for safety management systems as well as general record keeping for FAR Part 139. During emergency situations, accurate and accessible web-based records can help expedite activation and implementation of mutual-aid agreements. In the wake of a disaster, WBEMCTs provide after-action reporting and metrics. Events can be played back to assist forensic investiga- tions, and actions taken (such as staffing utilization) can be reliably documented, which helps justify costs for reimbursement from local or state partners or from federal agencies such as the Federal Emergency Management Agency (FEMA). These tools also have great value in day-to-day operations. Airport managers deal with many more internal, airport-specific events than regional events, and many airports experience “regu- lar emergencies.” Web-based tools can help operators handle work orders and dispatch units more efficiently. The use of electronic logbooks can help airports track, document, and record events that occur throughout the day, automatically archiving records of activities. Web-based collaboration tools can be used to streamline the process of manually entering information for documenting and sharing daily updates with airport officials. However, there will always be cases in which the use of handwritten checklists or logbook entries is more effec- tive and efficient. Following the completion of the training curve, web-based tools should not be employed if they encumber a process; their purpose is to help personnel complete their assigned tasks with greater ease, not greater difficulty. Almost every WBEMCT available has the capability to produce daily/monthly or incident status reports. Most can recover data based on date/time stamp or incident number. Some web- based systems can track and assign resources and provide documented reports highlighting hours allocated to specific tasks. Finally, internal budget and resource tracking can aid in depart- mental budget recovery, providing added value in day-to-day operations. Airport operators might note that this added flexibility requires training for personnel and may raise some standardization issues that would need to be resolved. The Role of WBEMCTs in Communication and Collaboration Both on and off the Airport Clear, effective communication among employees and agencies is essential to smooth airport operations not only for crisis situations, but also for everyday operations. Web-based tools allow for a holistic approach to incident management wherein stakeholders can utilize cross- platform communication (e.g., from radio to cell phone to tablet) and instantly share critical information. During emergency operations, airports and emergency management agencies rely heavily on the unique services they provide each other. Airport managers need to understand precisely what emergency management agen- cies expect from them, especially during the response and recovery phase of an incident. Emergency management agencies may need information about delays or diversions of flights as well as critical facility and resource Boise Airport finds the record-keeping function of their WBEMCT invaluable; their system greatly facilitates tracking of hours and attachment of costs.

10 Integrating Web-Based Emergency Management Collaboration Tools into Airport Operations—A Primer information such as the status of open or closed runways, ARFF capabilities and indices, and the status of the air traffic control tower. WBEMCTs can support seamless emergency activities with local law enforcement, first responders, and medical personnel. Commercial service airports are mandated by FAR Part 139 to maintain a FAA-approved Airport Emergency Plan, using the FAA Advisory Circular 150-5200-31C as revised for guidance. Well-developed plans include guidelines and procedures for contacting emergency management agencies. Currently, tools for contacting outside agen- cies range from paper checklists used by dispatch centers or airport emergency management personnel to web-based systems that allow airport operators to electronically submit requests for support. WBEMCTs can also facilitate airport participation in local emergency management exercises and drills. Just as web-based systems can be vital when responding to, containing, recovering from, and recording an actual event, they can also help airports meet training objectives and document lessons learned from simulations. For example, during training exercises, these tools may be utilized to track vehicle traffic and the locations of key individuals throughout the air- port. Recorded data can be analyzed to improve exercises. Moreover, use of WBEMCTs during training exercises provides much-needed practice to ensure the highest degree of functionality during emergency situations. Intensive information flows that occur during emergencies and training exercises also occur during the normal operations of an airport, such as the management of construction and maintenance. Regular collaboration with internal agencies during routine operations is just as important as collabo- ration with external agencies during a crisis, and the need for internal col- laboration is far more common. Airport personnel use a variety of internal communications protocols and share information using handheld radio com- munications, cell phone calls, text messages, telephone calling systems, manual call down trees, mutual aid radio frequencies, and push-to-talk communications. Airport personnel share infor- mation within the airport via a dispatch center, communications center, or EOC. WBEMCTs can enhance these internal communication and collaboration systems by provid- ing cross-platform capabilities. Utilizing web-based systems can result in reduced phone calls, e-mail messages, and greater efficiency between stakeholders. With web-based tools, electronic logbooks can help document information; the automated process can save time and money, ensure accuracy, and improve the effective dissemination of information. In much the same way that airports share aviation information internally using International Civil Aviation Organization—and FAA-approved language and actions—a single shared platform such as a WBEMCT can facilitate critical and timely communications among airports and their external emergency management/mutual-aid partners as well as within airports among colleagues. Using WBEMCTs at Pittsburgh International and Allegheny County Airports: A Case Study Under the Allegheny County Airport Authority, Pittsburgh International Airport (PIT) and Allegheny County Airport (AGC) airports use the same WBEMCT system employed by county and state emergency management agencies throughout much of Pennsylvania. Other users of the same system include the Pittsburgh Fire Department, the Pittsburgh Police Department, the TSA, Airport Operations, and the Airport Communications Center (dispatch). Their system can integrate with other systems and is used in approximately 58 counties throughout Pennsylvania. It was used by PIT and AGC during the G-20 summit in 2009. Oregon Emergency Management uses its WBEMCT to track and monitor inci- dent response throughout the state. County and airport officials can log on to request support from the state and provide local situational updates.

Overview of WBEMCTs 11 The county emergency management agency (EMA) purchased the system for PIT and pro- vided it to both airports at no cost. The EMA paid for installation and also pays for annual licenses and other costs. The vendor provides a maintenance plan, technical support, and train- ing support via webinar or in person, relying on the train-the-trainer method. Updates affecting other airports are shared with PIT and AGC. The system is web-based, and certain individuals are assigned system administrator privi- leges. The PIT emergency manager is one of the system administrators for their web-based system. It consists of a series of four servers hot-linked to another series of four servers in another location. It runs on existing hardware platforms, with enhancements available from multiple sources. Airport personnel access the system from their laptops or desktops through a username/password. Both airports are required to notify the EMA when activating triggers through the Pennsylva- nia Incident Reporting System, following internal policies; authorities report incidents through their WBEMCT. The airports follow manual checklists and notify the airport authority, county EMA, or other agencies as the situation dictates. PIT uses a separate computer-aided dispatch (CAD) system to track incidents on the airport, and the fire chief uses a separate system for day-to-day operations. While the system does not currently serve as a Reverse 911 system, it is capable of display- ing plume model data resulting from an event. This information can be used to notify affected populations in the area through a third-party notification system. Research shows that airports that obtain web-based systems from city or county emergency management agencies tend to interface with those agencies with greater regularity. For example, the PIT emergency manager routinely participates in meetings, conference calls, and exercises with the Allegheny County EMA. Building this close working relationship adds even more value to the enhanced capabilities of their web-based system. Increased communication and collabora- tion helps the county better understand the needs and requirements of the airports, which can prevent misunderstandings and result in more effective outcomes for all parties. WBEMCTs for both PIT and AGC support effective collaboration on issues or incidents, as follows: • Multiple agencies see information as it is entered, saving time and ensuring that everyone is informed. • Airport information is available for display on a dashboard and on a graphical interface system. The dashboard tracks and monitors status information and is used to assign and track resources. (The two airports do not currently use the dashboard to follow up on actions.) • Data elements required on dashboard screens are automatically filled in at the county and commonwealth EMA. • Automatic text alerts are sent to airport operations personnel through their phones, desktops, and/or tablets. • Updates occur every 2 minutes, providing sufficient data reliability for the EMA. • The system tracks hours to report to FEMA or other agencies. • The system generates daily, weekly, or monthly reports. • The system archives information. • According to the county EMA representative, data entered into the system can be used in a court of law. Users at PIT and AGC advise that the ideal system should be configurable as opposed to pro- grammable. The system administrator should be able to configure a screen to avoid having to develop individual modifications for each user.

12 Integrating Web-Based Emergency Management Collaboration Tools into Airport Operations—A Primer Having everyone on the same system improves the ability to collaborate on issues or incidents. PIT uses the system day to day to track and respond to accidents, emergencies, and disasters. AGC officials have access to the system, but they do not use it on a daily basis; instead, they log in to report or respond to incidents. Airport officials at both locations have found the system to be reliable, accurate, highly intuitive, and easy to use; they report that the dashboard in particular is a very useful feature. Airport personnel feel there are beneficial aspects of the system they have not yet fully explored or integrated into regular operations.