1. Emergency Communications Division Priority Telecommunications Services (PTS)
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2. Agenda Emergency Communications Division (ECD) Mission
Government Emergency Telecommunications Service (GETS)
Wireless Priority Service (WPS)
Implementing GETS/WPS within Your Organization
Telecommunications Service Priority (TSP)
Budgeting for Priority Telecommunications Services
Resources

3. Emergency Communications Division: Mission
ECD provides and manages communications capabilities used by emergency responders and government officials to keep America safe, secure, and resilient

4. Problem: Personnel May Not Be Able to Communicate at a Critical Moment
Emergency responders and government officials rely on a mix of capabilities 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 outage

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

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

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

8. ECD
Government Emergency Telecommunications Service (GETS)

9. GETS: Enhances Voice Call Completion When Commercial Networks are Overloaded/Impaired
GETS provides end-to-end priority over landline commercial networks
GETS calls receive some priority features in WPS-capable cellular networks
Greater than 95% call completion rates
Over 375,000 GETS subscribers

10. How GETS Works Making a GETS call is simple:
[push Enter]. Determine that you have a dial tone on your phone (for wireless phones, check for signal strength “bars”)
[push ENTER]. Dial the universal GETS Access Number
[push ENTER] After the tone, enter your GETS Personal Identification Number (PIN)
[push ENTER] When prompted, enter the Destination Telephone Number
The network will automatically route your call
Point out that instructions for using GETS are located on the front of your GETS card; where Area Code + Number is your destination number.

11. 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: 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.

12. GETS Provides Priority Across Networks to the Destination Landline Phone
Communications networks automatically invoke overload control measures when call attempts exceed network capacity - calls can be blocked at their point of origin or prevented from terminating in overloaded areas. GETS calls have priority and are exempt from these overload control 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.
[press Enter] to show a GETS call from an originating landline phone to terminating landline phone (the blue arrow); the green arrows show the call routing - note that all GETS calls are routed to one of the three GETS Interexchange Carriers (i.e., AT&T, Sprint and Verizon) for authentication. MAKE NOTE THAT CALL DEPICTION IS ALSO FOR ORIGINATING SATELLITE PHONES
[press Enter] to clear the call routing image
[press Enter] to show a GETS call from a cell phone to a landline phone – note that the originating cellular phone does not need to be subscribed to WPS to place a GETS call

13. GETS Provides Priority Across Networks to the Destination Cellular Phone
[Pause for a few seconds, then press Enter] to show a GETS call from an originating landline phone to a terminating cell phone (the blue arrow) - note that the CALLED cellular device DOES NOT need to have WPS. GETS calls can also be originated from cell phones for termination in cell phones.
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, [press Enter] to show black text – then wait 10 seconds so audience can read before moving to next slide to transition to WPS section
GETS Calls Receive Priority Across WPS-Capable Cellular Networks and on the Terminating Radio Connection Where Congestion Can Occur

14. GETS Best Practices Distribute GETS Cards
Make GETS practice/test calls periodically and include GETS in training exercises
Make sure your facility PBX allows the 710 area code
Use Sprint or Verizon toll-free alternate access to dial toll-free destination numbers
Make sure users have 800 destination number translations
Program GETS number in cell phones
Download and use the GETS/WPS Dialer App
ALWAYS carry your GETS Card with you!

15. ECD
Wireless Priority Service (WPS)

16. 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 90% call completion rates
There are over 235,000 WPS users

17. WPS Coverage Region/ Carrier AT&T Mobility T-Mobile Sprint
Verizon Wireless
Regional Carriers
CONUS
Yes
Cellcom
C Spire
U.S. Cellular
Alaska
Roams
No WPS Service
VoLTE Only*
GCI Wireless
Hawaii
Puerto Rico
Virgin Islands
Roams onto AT&T
Verizon does not have WPS 3G service, but does have VoLTE
Currently to the RAN; by 2020 end-to-end
* NS/EP user with Access Class 14 provisioned on a VoLTE phone with LTE Voice & Data enabled receives VzW WPS on VoLTE Initial Operational Capability (IOC) features

18. 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

19. WPS Best Practices
Ensure WPS has been activated on your cell phone by placing a WPS (*272) call
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 and use the GETS/WPS Dialer App

20. GETS / WPS Dialer Apps Android (OS version 2.2 and later)
iPhone (iOS version 11 and later)
BlackBerry (OS version 5.0 to 7.x)
Available at:

21. Uses for GETS and WPS
GETS and WPS can be used 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

22. GETS and WPS Performance
Event
GETS Calls
GETS Completion Rate
WPS Calls
WPS Completion Rate
Hurricane Harvey
7,006
98%
796
Hurricane Irma
3,719
3,859
93%
Hurricane Maria
335
90%
511
76%*
Hurricane Florence
2,292
99.6%
1,121
Hurricane Michael
2,947
98.7%
6,282
92.1%
* Extensive physical damage to the cellular networks in Puerto Rico and Virgin Islands (e.g., over 90% of cell sites in PR and over 60% of cell sites in VI were out of service between Sept 21-25, 2017, see

23. Hurricane Harvey Event, August 2017
We were outside of Corpus Christi making our way to Rockford trying to contact the Texas Department of Transportation to find fuel. We tried with regular calls and it didn't work, then we put in the [WPS] access code, and it worked. Wherever there was cell coverage, we were able to get through with WPS.
Michael Cayse
Ohio Task Force One
FEMA Urban Search and Rescue Branch
Department of Homeland Security
Hurricane Harvey Makes Landfall

24. Hurricane Florence, September 11-19, 2018
Landfall: September 14, 2018, Wrightsville Beach, NC as Category 1
Area of impact: North Carolina, South Carolina, Virginia
Completed user calls
GETS: 2,292 (99.6% completion rate)
WPS: 1,121 (97.7% completion rate)
Expedited requests:
GETS: 142
WPS: 2,849
By US National Weather Service Eastern Region Headquarters -

25. ECD
Implementing GETS and WPS in Your Organization

26. Requesting GETS and WPS
Designate a GETS/WPS Point of Contact (POC) for your organization
POC establishes GETS and WPS account online using or or by contacting the Priority Telecommunications Service Center at
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

27. Who Should Have GETS and WPS?
Individuals
Organizations
Locations/Functions
Mayor, council members, supervisors
City manager and staff
CFO
Media relations
OEM mgmt and staff
Police/fire chiefs and staff
Police/fire field command
Dept heads and staff
SMEs and trained specialists
Individuals with a NS/EP role
Cities/counties/ states/districts
Tribal nations
Office of Emergency Management
Police/sheriff/fire water and power, telecom
Public works
Irrigation districts and flood control
Public health
Financial institutions
Hospitals and medical services
Transit agencies
Ports and airports
Utilities, transportation, and other industries
Search and rescue
School and college districts
Red Cross and volunteer agencies
Critical infrastructure suppliers
Other agencies included in county emergency management plans
EOC work stations
Back-up EOC
City and county operations centers
PSAPs (911 center)
Computer/IT center
Police/fire dispatch
City and county yards
Remote offices and stations
Power and pump stations
Shelters
Command vehicles

28. ECD
Telecommunications Service Priority (TSP)

29. 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

30. 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
TSP is a mandatory requirement for all FCC-regulated telecommunications companies
Tariffed rates are approved by state utility regulators

31. Circumstances to Apply TSP to Circuits
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

32. Requesting TSP
Request a TSP Account (TSP “POC”) through the Priority Telecommunications Service Center at
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 through your service vendor
Update internal records and procedures to reflect implementation of TSP

33. TSP Best Practices Assign a primary and secondary POC 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 service vendor
Know your account representative and communicate with the vendor regularly
Check bills to ensure TSP was assigned

34. Budgeting for Priority Services
GETS
There is no charge to subscribe to GETS. The ECD reserves the right to bill for all GETS calls. See for additional details
WPS Carrier Subscription and Usage Fees
WPS Feature Activation Fee
WPS Service Fee
(monthly recurring)
WPS Usage Fee
AT&T Mobility $0
Cellcom
C Spire
GCI
Sprint
T-Mobile
Verizon Wireless
$0*
U.S. Cellular
* Verizon Wireless waives fees for public sector (Federal, State, local, tribal, and territorial government) and for first responders with personal BYOD enrolled in the Verizon Volunteer First Responders Benefits Program. Verizon Wireless bills fees for private sector (industry and consumer). Please check with your account manager.

35. Budgeting for Priority Services
TSP Code Charges
No charge for TSP Code; each Circuit will have an applicable rate established by your service vendor
Approximate Range of TSP Costs
Approximate Range of Most TSP Costs (Will Vary by Vendor and Location)
TSP Provisioning
TSP Restoration (Set-Up Fee)
Recurring Cost for TSP Restoration
Change to Restoration Priority Level
$50.00 up to $ (non-recurring)
$14.00 up to $358.00
$0.00 up to $9.35 monthly
$2.91 up to $131.00
Note: For Federal Government Users, Networx Costs Apply

36. Resources Web Sites: DHS Priority Telecommunications Service Center:
DHS Priority Telecommunications Service Center:
Monday–Friday, 8 am–6 pm Eastern Time Zone
Follow voice prompts for GETS, WPS or TSP

37. For more information:
cisa.gov
Questions?
Phone: