00:00Mga kapuso, narito pa rin po tayo ngayon sa Unified 911 Command Center ng Department of the Interior and Local
00:05Government o DILG dito po sa Sampaloc, Maynila.
00:08At dito po tumatanggap ng mga emergency calls sa lahat ng mga nangangailangan ng tulong.
00:14Pwede pong itawag dito kahit na ano pong klase ng emergency, gaya po halimbawa, merong krimen, may sunog, may kung
00:21ano-anong sakuna.
00:22At halimbawa, kailangan din po ng emergency evacuation kapag merong bagyo o pagbaha, search and rescue operations kapag lumindol o
00:31di kaya ay mga medical emergencies tulad ng atake sa puso o di kaya ay mga aksidente at kung nangangailangan
00:38po ng ambulansya.
00:40Sa punto pong ito ay mga kausap po natin si Sir Rob Llaguno. Siya po ang country manager ng NGA
00:46911.
00:46Ito po yung technology provider ng command center po na ito.
00:52At mga kapuso, ito rin po yung nagpo-provide ng technology dun sa California 911.
00:56Of course, alam naman natin sa Amerika talagang gamit na gamit yung 911.
01:01Ganun din po yung technology na ginagamit dito.
01:03Sir, maganda umaga po sa inyo.
01:05Good morning.
01:06Alright. Una po sa lahat, pwede niyo po ba kami very briefly walk us through the process?
01:11Kapag halimbawa nakatanggap kayo ng tawag, paano na ipapadala sa responding agency na kailangan tumugon dun sa kinakailangang emergency na
01:21yun?
01:21Okay. So we have to first understand na pag may tumawag, we have to understand kung sino yung bakanting call
01:27taker.
01:27So the call comes to our automatic call distribution system.
01:32Is this the one?
01:32Yes, this is the one.
01:33So dito hoon natin may no-monitor kung ilan yung mga calls na pumapasok para nakikita rin hoon natin kung
01:40ilan ang, kung gano'ng katagal naghihintay ang mga calls.
01:42So right now, 19 call takers, 6 incoming calls.
01:45That's correct. And then we are also able to identify kung ilan ang engaged, ilan ang available, tsaka nag-wrap
01:50up, meaning naka-finalize na ng report nila.
01:53Dito nakikita rin natin kung gano'ng katagal nakahintay ang pinakabatagal na caller para matulungan natin kung kailangan natin magdagdag
02:02ng mga call takers dito.
02:04Paano na assess? Saang ahensya dapat siya ipadala para madaling ang tulong?
02:10So after the algorithm na maintindihan natin kung saan galing yung call, niraroute niyan automatically sa nine centers natin which
02:18we explained earlier.
02:19But if the call lands here, our call takers now will pull out their directories as well as address from
02:31the map that they have kung saan yung LGU that is concerned or the station, the fire station or the
02:38police station that is concerned na pinakamalapit na pwede mag-address.
02:42So tatawagin mo nila yun and usually that lasts from around 45 seconds to 2 minutes. That's the standard.
02:48That's the standard.
02:50And within that time span, makakausap na na nila yung dispatch stations na magpapadala.
02:56So mapapadala agad yung kinakailangan tulong.
02:59Kasi across all yan, from police, bumbero at mga rescue.
03:04So ang mga LGU natin usually ito yung mga tugon ng ambulansya, mga domestic quarrel.
03:12Pero kung kakailangan na ng police, yung police rin o tinatawagin natin.
03:15That's why we have people from Bureau of Fire Protection, may taga-DILG, may taga-PNP, lahat mga uniformed personal
03:21karamihan.
03:22That's correct. This is primarily a first responder team.
03:29Halos wala hong civilian dito, puro uniform.
03:33Pero kanina parang ang sinasabi, parang ang response time is 5 minutes?
03:37Total na ho yan.
03:38Okay.
03:38Kasi the idea is for us to actually transfer the call within the responding stations para makapag-provide ng dispatch.
03:44And in addition, while they're completing the information, dun na ho dumadagdag yung additional 3 minutes.
03:50Sir, pag sobrang nag-aalala, sobrang nagpa-panic na yung tumawag, hindi siya makapagsalita,
03:56at meron siyang gustong iparating hindi niya ma-voice out o ma-communicate yung kinakailangan emergency,
04:02paano niyo ina-address yung ganung situation?
04:04Okay, so at present, the technology is equipped with emergency location service.
04:12Okay.
04:13This way, pagkatawag niya pa lang, alam na namin kung nasaan yung location niya.
04:19Okay.
04:20As well as the call ID para pwede rin kami mag-respond back in case na biglang meron na ibang
04:27pwedeng sumagot.
04:27However, we are also deploying additional communication channels maybe in the next few months.
04:35This is for PWDs, even foreigners, na para yung language ng ibang lingwahe na mga bisita natin.
04:42So, kahit na ibang lingwahe, kaya nang maintindihan halimbawa ng mga call takers?
04:47Eventually.
04:48Hindi, ano ba hindi English?
04:49Oo.
04:50Oo.
04:50Maybe in the next one or two months, yung mga turista nating mga na bumibisita sa Pilipinas.
04:58Na magkaroon na emergency, huwag naman.
05:12Okay.
05:13The location service right now, I'd say about 5 to 15 percent na ang nakukuha namin.
05:19And we are constantly working with Globe, PLDT as well as dito to actually improve that.
05:25Our target is about 50 to 70 percent.
05:27All providers.
05:28Makuha na namin agad yan.
05:29Alright. Maraming maraming salamat po.
05:30At mga kapuso, hindi lang po mga foreigners na kasi, I mean, hindi lang kaya mag-translate ng foreign language.
05:37Meron na kayong AI for that.
05:39Yung command centers po nila all over the Philippines, meron din po mga dialects na kayang magsalita ng mga call
05:46takers
05:47nung mga lengguahe o yung dialect sa specific area na yun para hindi na magkakahirapan pa sa pag-intindi.
05:54That's correct.
05:54Ayun po yung vision ni Secretary na dialect-centric na rin ang ating command centers.
05:59Very good.
06:01Thank you so much for that clarification, sir.
06:03And mga kapuso, muli po nakausap po natin si Sir Rob Liaguno, ang country manager po na NGA 911.
06:10Maraming salamat po, sir.
06:11And mamaya po mga kapuso, ililinawin po natin yung tungkol po dun sa response time po, no?
06:16Nang tumawag po dun sa emergency ng 911.
06:20In it, of course, nasa.
06:23From Faust Feisty, Syria, as the
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