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

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30 Airport operators usually rely on a single person in their operations or emergency manage- ment departments to handle their emergency management function. Therefore, personnel using these systems typically use them only to request mutual aid through their local EMAs when the need arises. Even fewer airports utilize web-based systems for routine airport-specific operations. Ideally, airport operators will look for systems that satisfy the following: • Pass FEMA NIMS Supporting Technology Evaluation Program testing requirements; • Are cost effective; and • Are highly configurable so they can be customized to meet user requirements. Airport operators appear to be more satisfied with the system they use when they work with city or county emergency management agencies. It follows that the more they use the system, the more comfortable they are using it. This partnering approach—when airports systems mirror those of city and county systems—results in better working relationships, which are critical during actual incident management. The following questions may be considered by not only the airport operator, but by all of the various stakeholders, prior to initiating a WBEMCT: • What information needs to be shared between airports and EMAs? • What is the purpose associated with sharing data between agencies? • How often does this information need to be updated? • Are there policies in place to guide airport operators? • Will updates from the airport WBEMCT automatically update appropriate EMA dashboard screens? • Who is responsible for these updates? • Are airport managers willing to implement and commit resources to updating these systems? • Are airport managers willing to commit, implement, and review security obligations and data protection schemes? Criteria for Choosing a WBEMCT This section provides guidelines for criteria an airport should consider when evaluating software vendors or applications, documented via a review of current literature, airport interviews, and case studies. While not all-encompassing, it provides a good starting point. Appendix A provides a sample checklist that identifies features to consider when selecting a WBEMCT. This checklist is not all-inclusive, as airport operators will always seek unique features suited to their specific needs. Most of the systems reviewed were purely web-based. Airport operators can access web-based systems from their desktop workstations or from most Internet-accessible devices. Network C H A P T E R 6 Developing a Successful WBEMCT

Developing a Successful WBEMCT 31 administrators are generally responsible for airport systems throughout the system’s entire life cycle, from selection of the appropriate number of workstations to maintenance and replacement. For those airports that utilize city or county web-based emergency management systems, only a username and password is required. Site or user licenses, brief user training, and internal sup- port may also be necessary. Airport personnel may be assigned the role of planner or operations, with dashboards available to view, edit, run reports, and perform other functions. While unique airport requirements may necessitate operators adopting a system different from that of their associates, the necessity of extra cost and training is an important factor to keep in mind. Airports using a web-based emergency management system different from that of their city or county emergency management agencies may have to bear the cost of integrating the two disparate systems. In addition, EMA representatives may be reluctant to come into the airport EOC and use a different system than the one they are accustomed to using. Appendix B provides a sampling of some of the emergency management systems available in the marketplace as of mid-2012.2 Core Capabilities For airports that lack the funds to install a fully integrated or SaaS system, some core capabili- ties are available at little to no cost, as follows: • The dashboard provides the status of systems and airport capabilities and is the core function of any WBEMCT. • The COP incorporates maps, icons, and other features and provides a GIS displaying exact locations and their surrounding environments. • Weather applications are incorporated into dashboards and COPs and are an integral element of all WBEMCTs. • Record-keeping tools track inventory, budgets, actions taken, and the like. Level 1 Enhanced Features Airports that are able to obtain grant funds, operations funds, or funding from other sources may consider entering into a contract with the software vendor to integrate these additional features into their WBEMCT, as follows: • Unique Airport Dashboard: Software vendors can create or modify dashboards to meet the unique needs of airport operations. • Integration into Emergency Management Systems: Airports need to integrate their systems to automatically populate data on EMA dashboards. This integration can occur from the data- element level through to the COP. • Unique COP: Enhancement of the basic COP provides airport-unique maps and the ability to add specific features helpful to the airport. Level 2 Enhanced Features In an environment where airports are willing and able to incorporate even more features into their WBEMCT, the following system enhancements are available: • Enhanced GIS Maps with more icons and tools for airport emergency management personnel. • Integration with airport CCTV systems. 2 Information listed here reflects research conducted in March 2012; refer to systems’ websites for changes and enhancements to these applications.

32 Integrating Web-Based Emergency Management Collaboration Tools into Airport Operations—A Primer • Integration with security systems (tracking badges and locations). • Integration with GPS tracking (vehicles). • Integration of GPS/transponder (aircraft). • Integration of communication tools to include reverse 911, broadcast messages, and notifica- tion system with the ability to contact airport employees. • Integration with social media tools. • Access to WBEMCT on cell phones, tablets, and so forth. Lessons Learned What to Do For those who desire their own standalone system, SaaS is as an alternative to purchasing a separate server (with backup); this option may be more cost effective. When purchasing an emergency management system, it is important to do the following: • Understand all costs up front, including costs for installation, integration, training, system administrator training, version upgrades, enhancements, and licensing. • Consider recurring or annual costs for maintaining the system. • Develop an end-to-end list of requirements, including operational needs and information flow requirements. • Evaluate the software’s ability to exchange data with the municipal EMA. • Ensure that the requirements and costs for notification systems that may include an integrated public alert and warning system capability are understood. Several software vendors include a mass notification capability or tie in to a third-party vendor to provide this service. What Not to Do First, to avoid a poor fit, it is best not to favor a specific system before evaluating requirements. Rather, the process of determining the airport’s needs will ideally be completed before evaluating available systems. It is best to allow actual needs to guide the choice of web-based tools, instead of purchasing and/or implementing systems that do not serve the specific, unique requirements of an individual airport. Second, operators will ideally avoid purchasing a system different from the one used by their city and/or county EMA, as additional funds may be required to integrate the two disparate systems. And third, forcing a solution upon the end user can result in added frustration and lower pro- ductivity for the people who actually use the system. Administrators who ultimately decide on a system need to consult with end users and keep their needs in mind during the selection process. When consulting with stakeholders, the following questions can be helpful: • How can the people who will use the system best be involved in the requirements process? • What are the current procedures? • What needs are identified; what gaps are the stakeholders trying to fill? • How can airport operations be more efficient and effective? Reliability and Accuracy of Shared Data Airports routinely utilize command centers and emergency operations centers during inci- dents. To be truly useful, information shared on web-based emergency management systems must be accurate: it is only as good as the data provided. Further, in today’s world of instantaneous

Developing a Successful WBEMCT 33 communications, incidents can rapidly go viral, so dissemination of information must be man- aged carefully, and release of misinformation must be prevented. As Mark Twain observed, “A lie can travel halfway around the world while the truth is still putting on its shoes.” With these points in mind, the following questions should be considered during the selection of a WBEMCT: • What is the purpose associated with sharing data between agencies? • What policies are in place to guide airport operators? • What information needs to be shared between airports and emergency management agencies? • How often does this information need to be updated? • Will updates automatically transmit to the appropriate EMA dashboard screens? • Who is responsible for these updates? • Are airport managers willing to commit resources, both staffing and funding, to update these systems? • Are airport managers willing to commit, implement, and review security obligations and data protection schemes? Conclusions While existing web-based emergency management collaboration systems are generally not tailored to airports at this time, a number of available systems have the potential to support more fluid and effective airport operations both in crisis situations and during day-to-day operations. This primer provides an initial roadmap for airports to consider when identifying their unique requirements and engaging in the decision-making process. At this point, a comprehensive list of requirements for an all-inclusive dedicated airport emergency management system does not exist; however, as more airports adopt these types of systems, more lessons will be learned and improved best practices will be developed, documented, and disseminated. There is no one-size-fits-all solution. Airports that currently do not use WBEMCTs, especially those with limited funds, will ideally first work in conjunction with their local or state EMAs to see if they can obtain free or low-cost access to their emergency management systems. Those with more funding available need to explore their options carefully. Currently, no standalone web- based system is developed specifically for airports, but most emergency management software vendors can custom tailor their applications for an additional cost. Developing and implementing a WBEMCT promises other benefits not fully discussed herein. For example, a fully-integrated web-based system may help airports and airlines improve cus- tomer service and avoid the negative consequences of irregular operations. The use of these systems may also help airports meet the needs imposed by TSA requirements and FAA Part 139 for NIMS/ICS, efficiency in planning and recording drills, and assessing after-action reports for use of resources and possible reimbursement documentation. In addition, new requirements are looming for the adoption of safety management systems and safety records management; web- based systems may generate efficiencies and improve the quality of information used in making safety decisions. Enhancements implemented at one airport can benefit all airports utilizing a specific system, and use of WBEMCTs may yield unanticipated direct and indirect benefits in the future. As more and more airports explore the benefits and drawbacks of utilizing these systems, further research and updates will yield useful insights into the practical applicability of WBEMCTs in airport management.