Priority Telecommunications Services (PTS) Office of Emergency Communications January 2017

Office of Emergency Communications: Mission OEC provides and manages communications capabilities used by emergency responders and government officials to keep America safe, secure, and resilient. 2

Problem: Key Personnel May Not Be Able to Communicate at a Critical Moment Emergency responders and government officials rely on a mix of devices to communicate during an emergency: Land mobile radio Cellular Landline Private network Satellite Commercial networks can become congested due to high call volumes (overload) or other outage 3

Overload and Outage Scenarios Mass Calling Events Heavier Than Normal Peak Period Calling   4

Overload and Outage Scenarios Scheduled or Spontaneous Events Compromise of Network Infrastructure 5

PTS Services: GETS and WPS Government Emergency Telecommunications Service WPS Wireless Priority Service 6

GETS: Enhances Voice Call Completion When Commercial Networks are Overloaded/Impaired GETS provides end-to-end priority over landline commercial networks There are some GETS priority features in WPS-capable cellular networks Greater than 90% call completion rates Over 340,000 GETS cards issued 7

How GETS Works Making a GETS call is as simple as 1-2-3: 1. Once you determine that you have dial tone, dial the universal GETS Access Number 2. When prompted enter your GETS Personal Identification Number (PIN) and the Destination Telephone Number 3. The network will automatically route your call Instructions for using GETS are on the front of your GETS card; all you need to add are the telephone numbers you would need to reach during a response! 8

GETS Information on Back of Card There is a good bit of important information located on the back of the GETS card: Typically you will be able to use the Universal GETS Access Number: 710-627-4387. However, alternate GETS access numbers are provided on the back of the GETS card should attempts with the universal number fail. Simply use the carrier access number in place of the GETS access number to attempt your call. Note that you can use the Sprint or Verizon access number to make calls to toll free destination numbers. Note the dialing instructions for making a WPS call are on the back of the card should you forget how to make the call. At the bottom of the card, Websites for obtaining information on GETS and/or WPS or for signing up for the services are provided. Over to the right is the 24 Hour User Assistance Telephone Number which can be used to report trouble using GETS or WPS. This number can also be used for assistance in situations where you need emergency GETS cards or WPS activation. Also over to the right is a destination number that can be used to make periodic familiarization calls to maintain proficiency in using GETS and WPS. And finally, is the address that can be used should you find a GETS card to return it to the government. 9

GETS Provides Priority Across Networks to the Destination Landline Phone Communications networks automatically invoke overload control measures when call attempts exceed network capacity - calls are blocked at their point of origin or are prevented from terminating in overloaded areas. GETS calls have priority and are exempt from these measures! When you make a GETS call, your call receives priority treatment across GETS- and WPS-capable networks to the called landline phone or cellular device. MAKE NOTE THAT IT IS ALSO FOR SATELLITE PHONES. [Push the return key to show the blue arrow depicting a GETS call to a landline phone, successively from an originating landline phone and from an originating cellular phone - note (1) that all GETS calls are routed to one of the three GETS Interexchange Carriers (i.e., AT&T, Sprint and Verizon) for authentication, and (2) that the originating cellular phone does not need to be subscribed to WPS to place a GETS call] [Pause for a few seconds, then push the return key a second time to show the red arrow depicting a GETS call to a cellular phone, successively from an originating landline phone and from an originating cellular phone - note that the CALLED cellular device DOES NOT need to have WPS] Next speak sentences below And when you use GETS to call a cellular phone, your call receives priority treatment across the GETS-and WPS-capable networks AND … this is very important to remember because cellular congestion or overload usually occurs on the radio connection … GETS calls receive priority on the TERMINATING CONNECTION TO THE CALLED CELL PHONE. [as you finish delivering above sentences, push return key a third time to show black text, then a fourth time to expand the terminating cell – then wait 10 seconds so audience can read before moving to next slide to transition to WPS section] NS/EP Call Marking Signaling Priority Alternate Carrier Routing Trunk Queuing Exemption from Network Management Controls High Probability of Completion (HPC)

GETS Provides Priority Across Networks to the Destination Cellular Phone Communications networks automatically invoke overload control measures when call attempts exceed network capacity - calls are blocked at their point of origin or are prevented from terminating in overloaded areas. GETS calls have priority and are exempt from these measures! When you make a GETS call, your call receives priority treatment across GETS- and WPS-capable networks to the called landline phone or cellular device. MAKE NOTE THAT IT IS ALSO FOR SATELLITE PHONES. [Push the return key to show the blue arrow depicting a GETS call to a landline phone, successively from an originating landline phone and from an originating cellular phone - note (1) that all GETS calls are routed to one of the three GETS Interexchange Carriers (i.e., AT&T, Sprint and Verizon) for authentication, and (2) that the originating cellular phone does not need to be subscribed to WPS to place a GETS call] [Pause for a few seconds, then push the return key a second time to show the red arrow depicting a GETS call to a cellular phone, successively from an originating landline phone and from an originating cellular phone - note that the CALLED cellular device DOES NOT need to have WPS] Next speak sentences below And when you use GETS to call a cellular phone, your call receives priority treatment across the GETS-and WPS-capable networks AND … this is very important to remember because cellular congestion or overload usually occurs on the radio connection … GETS calls receive priority on the TERMINATING CONNECTION TO THE CALLED CELL PHONE. [as you finish delivering above sentences, push return key a third time to show black text, then a fourth time to expand the terminating cell – then wait 10 seconds so audience can read before moving to next slide to transition to WPS section]

GETS Best Practices Distribute GETS Cards Make GETS practice/test calls periodically and include GETS in training exercises Make sure your facility allows the 710 area code Use Sprint or Verizon toll free IP network numbers to dial toll-free destination numbers Make sure emergency responders have 800 number translation Program GETS number in cell phones ALWAYS carry your GETS Card with you!!! 12

WPS: Enhances Call Completion When Cellular Networks are Overloaded/Impaired WPS is an add-on feature to existing cellular service WPS provides priority on the radio connection between the user’s cellular device and the cell tower, and provides priority processing in the core wireless networks Available on all nationwide and some regional cellular carriers Provides greater than 85% call completion rates There are nearly 150,000 WPS users 13

How WPS Works Making a WPS call is easy… Confirm you have a signal Dial *272 plus the ten-digit number you are calling Push the SEND button [pause] And you can further simplify WPS by creating a priority call list in your phone’s Contacts by adding *272 in front of the numbers you are likely to be calling during a response. To make a WPS call all you have to do is select the called number as you would for a regular call to that number – the *272 is automatically added, giving your call WPS priority. Additionally, there is a GETS/WPS Dialer Apps available for Android smart phones and BlackBerry phones. The App provides several advantages: Allows a user to make a GETS and/or WPS call to a number in the Contact List on the phone, or to manually enter a destination number Enables you to enter/edit your GETS PIN just once, then store on phone Allows a new destination number called to be added to the phone’s Contacts Provides an interactive in-app Help Allows the Auto or Manual selection of the GETS access number The Call Log includes calls made from the Dialer and outside the Dialer 14

WPS Best Practices Ensure WPS has been activated on your cell phone Make WPS practice/test calls regularly Incorporate the use of WPS in training exercises Preprogram *272 for key numbers in your contact list Practice using WPS + GETS together Test WPS availability after any changes you make to your cell phone service Report problems you have when trying to make a WPS call during testing and training exercises Download the GETS/WPS Dialer App 15

Uses for GETS and WPS GETS and WPS can be used to supplement official communications during times of network congestion and/or outage: Maintain communications with leadership Contact personnel on their home/cell phones Communicate with response personnel that do not have radio access (e.g., partners) Discuss sensitive information that may not be appropriate for radio broadcast Improve interoperability Access to teleconferencing 16

Hurricane Sandy, October 2012 17

Kentucky Ice Storm, March 2014 18

Louisiana Flood Event, August 2016 19

Requesting GETS and WPS Designate a GETS/WPS Point of Contact (POC) for your organization POC establishes GETS and WPS account online using www.dhs.gov/gets or www.dhs.gov/wps or by contacting the Priority Telecommunications Service Center at 1-866-627-2255 POC requests GETS and WPS for an initial group of users/key functions/locations through the online system POC distributes GETS Cards and confirms WPS activations 20

Who Should Have GETS and WPS? 21

Telecommunications Service Priority (TSP) 22

Critical Services May Experience Outages Damaged facilities and service problems can disable communications! Emergency Operations Center 911 Public Safety Answering Points (PSAPs) IT Center Critical Facilities Telecommunications Service Providers 23

TSP: Solution for Repair of Damaged Circuits or Expediting Installation of New Circuits Established in November 1988 by Federal Communications Commission (FCC) Report and Order FCC 88-341 TSP is a mandatory requirement for all FCC-regulated telecommunications companies Tariffed rates are approved by state utility regulators 24

Circumstances to Apply TSP TSP provides priority repair or expedited installation of critical voice and data circuits: Repair and replacement of damaged circuits at EOCs, hospitals, PSAPs, power facilities, government headquarters, financial institutions, etc. Priority installation of new circuits when needed to support operations such as disaster response and recovery, and large scale security events 25

Requesting TSP Request a TSP Account (TSP “POC”) online using www.dhs.gov/tsp or through the Priority Telecommunications Service Center at 1-866-627-2255 Identify specific services for TSP; Submit TSP Service Request(s) on a per service basis Upon approval, the Service Center sends TSP Code for each specific service Order TSP thru your service vendor Update internal records and procedures to reflect implementation of TSP 26

TSP Best Practices Delegate an invocation official for TSP Maintain internal records of TSP codes and corresponding circuit Have TSP information readily available for use when the outage occurs Consider route diversity for critical circuits Work closely with your vendor Check bills to ensure TSP was assigned 27

Budgeting for Priority Services GETS There is no charge to subscribe to GETS. The OEC reserves the right to bill for all GETS calls. See www.dhs.com/gets for additional details WPS Service Providers MAY charge a one time $10.00 activation fee, a maximum of $4.50/month for each subscribed cellular device, and $0.75/minute TSP No charge for TSP Code; each Circuit will have an applicable rate established by your service provider 28

Resources Web Sites: DHS Priority Telecommunications Service Center: www.dhs.gov/gets www.dhs.gov/wps www.dhs.gov/tsp DHS Priority Telecommunications Service Center: 1-866-627-2255 Monday–Friday, 8 am–6 pm EST Follow voice prompts for GETS, WPS or TSP 29

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