Overview#
A major road traffic incident has been reported: multiple vehicles, possible casualties, a partially blocked motorway junction. Within 90 seconds, the Command Center has automatically assigned the nearest available ambulance, fire unit, and traffic management vehicle based on real-time GPS positions and unit capabilities. A third fire unit is being automatically rerouted from a lower-priority call to provide backup. The dispatcher is managing the incident rather than manually calculating unit positions on a map.
That is the Command Center domain in operation: real-time positioning, intelligent dispatch, and multi-incident resource optimisation working as a unified system.
Key Features#
- IVR integration with call queue management, dispatcher assignment, and call transcription.
- Real-time GPS-based unit tracking with historical position data and geofencing.
- Routing algorithms including distance-based, ETA-based, capability-based, and traffic-aware selection.
- Automatic unit assignment based on proximity, availability, and capabilities.
- Multi-incident dispatch optimisation with configurable strategies (minimise total ETA, balanced workload, priority-first).
- ETA calculation with traffic condition integration.
- Support for multiple unit types (vehicles, personnel, drones, K9 units).
- Proximity alerts and geofence entry/exit detection.
Use Cases#
Emergency dispatch centres handle incoming calls with prioritised IVR queue management, automatically routing life-threatening calls to the front of the queue while lower-priority calls are managed through AI callback workflows.
Multi-agency emergency response operations dispatch the nearest available units to incident locations automatically, drawing on real-time GPS positions rather than relying on dispatcher knowledge of unit whereabouts.
Major incident coordinators optimise resource allocation across simultaneous emergencies using configurable dispatch strategies, ensuring that available units are distributed to maximise overall response effectiveness rather than being concentrated on a single high-profile event.
Fleet operations managers use real-time unit tracking and response pattern analysis to identify coverage gaps, inform deployment planning, and improve positioning of resources before incidents occur.
Integration#
Integrates with dispatcher management, incident handling, geofencing, and alert systems. Supports IVR platforms, GPS devices, and mapping services for routing calculations.
Open Standards#
- NENA-STA-010.3 (Emergency Incident Data Object): The CAD integration layer implements the NENA EIDO standard to exchange incident records and unit status updates with third-party Computer-Aided Dispatch systems.
- PIDF-LO / RFC 4119 and RFC 5491: The NG112 connector constructs Presence Information Data Format, Location Object XML documents to carry caller location during emergency call routing.
- LoST / RFC 5222 (Location-to-Service Translation): Incident locations are resolved to the appropriate PSAP endpoint by POSTing PIDF-LO documents to a LoST server before ESRP routing.
- EN 17128:2020 (Advanced Mobile Location): Inbound SMS carrying AML location payloads are parsed to the European standard, supplying WGS-84 coordinates automatically during emergency calls.
- NMEA 0183 v4.11: GPS sentences from vehicle-mounted and portable devices are ingested to provide real-time unit positioning for dispatch selection and ETA calculation.
- OGC SensorThings API: AVL unit positions are published as OGC SensorThings Things and Observations, enabling interoperability with standards-compliant geospatial consumers.
- GeoJSON (RFC 7946) / WGS-84 (EPSG:4326): All unit positions, incident locations, and route geometries are expressed as WGS-84 GeoJSON features for Common Operating Picture map display.
Last Reviewed: 2026-02-05 Last Updated: 2026-04-14