§1 · How it works
How a report becomes a response.
The five steps between a report and a response, and what the person who reported is told.
Receipt, assessment, decision and response are separate events, and each one is recorded. The person who reported sees the real state of their report, never a promise.
Designed, not built
The five steps
A person reports. Terra assesses and recommends. A VN SOS dispatcher decides. A unit is sent. The record is handed over. Every step is a recorded event, with who did it, when, and why.
01Report
A person opens Citizen Report, slides to start and records a few seconds of what they see. The video never leaves their phone. A picture each second, the sound and the location are sent.
A person opens Citizen Report, slides to start and records a few seconds of what they see. The video never leaves their phone. A picture each second, the sound and the location are sent.
02Assessed
Terra reads what was sent and prepares an assessment for the dispatcher: what kind of incident it looks like, how serious, and which safety steps the caller was shown while waiting.
Terra reads what was sent and prepares an assessment for the dispatcher: what kind of incident it looks like, how serious, and which safety steps the caller was shown while waiting.
03A person decides
A VN SOS dispatcher confirms the response. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.
A VN SOS dispatcher confirms the response. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.
04A unit is sent
The crew sees where it is going and what was reported, in the caller's own words, never a summary alone.
The crew sees where it is going and what was reported, in the caller's own words, never a summary alone.
05Handover
On scene and on the way, the crew and the patient can talk through the interpreter, which today runs in exercises only. The record travels with the patient to the receiving team.
On scene and on the way, the crew and the patient can talk through the interpreter, which today runs in exercises only. The record travels with the patient to the receiving team.
Source:the design rules for responders' screens
Designed, not built
What the person who reported sees
A report shows its real state and nothing beyond it. There are three things it can say.
Stop and send
You can send now.
01
A person reports.
A person opens Citizen Report, slides to start and records a few seconds of what they see. The video never leaves their phone. A picture each second, the sound and the location are sent.
Received by the service
Your report
Received.
The service has it. Waiting for a dispatcher.
- Recorded
- Sent
- Looking
- Decision
Done02
Assessed
The assessment may only say things it can point at. A claim it cannot anchor to a frame of the recording, or to something that was said, is not shown at all.
A dispatcher has decided
Your report
Decision made.
A dispatcher has confirmed your report and asked for a response. We cannot tell you when it will arrive.
- Recorded
- Sent
- Looking
- Decision
Done03
A VN SOS dispatcher decides.
A VN SOS dispatcher confirms the response. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.
Example
At every step the report shows only what has actually been recorded: received, being looked at, a decision made. Nothing says help is on its way before that is true.
Source:the design rules for responders' screens
Designed, not built
What a dispatcher can do
A dispatcher can send a unit, ask for a welfare check, send the report for a second read, or dismiss it. A dismissal always carries its reason, chosen from a list. Nothing is dispatched and nothing is dismissed without a person's decision.
Source:the design rules for responders' screens
Designed, not built
What the assessment may say
The assessment may only say things it can point at. A claim it cannot anchor to a frame of the recording, or to something that was said, is not shown at all.
Where the system does not know, it says so and puts a person in the loop. It never invents a unit that does not exist.
Source:the design rules for responders' screens
Designed, not built
Words kept as they were said
With the interpreter the crew and the patient each speak in their own language. What is said is written down in the language it was spoken in and rendered for the other side. The original is always kept; a rendering never replaces it. A person can correct a line, and the earlier version survives.
In development. Today it runs in exercises, never on a real patient.
Source:the design rules for responders' screens
Designed, not built
The record travels with the patient
What was reported, what was found and what was done is written once and carried forward. The receiving team reads the same record the crew wrote, and the words of the person who reported are still in it. A summary never replaces the literal record.
Source:the design rules for responders' screens
Designed, not built
Who does what
Each step has one owner. Find your own row: what reaches you, what you do, what you never do, and who you hand to.
The person who reports
Gets Citizen Report on their phone, with the country's emergency numbers on its screen.Does Slides to start, records a few seconds of what they see, and sends it.Never Needs an account, a name or a phone number.Hands to Terra and a VN SOS dispatcher.
Terra
Gets The pictures, the sound, the location and the icons the person tapped.Does Reads what was sent and recommends a response, saying only what it can point at.Never Decides, or sends anyone.Hands to The dispatcher.
The VN SOS dispatcher
Gets The report, Terra's assessment, and the services a confirmation would send.Does Opens the report and decides: send a unit, ask for a welfare check, ask for a second read, or dismiss it with its reason.Never Promises a time, or leaves the decision to Terra.Hands to The crew it sends.
The crew
Gets Where to go, what was reported, the pictures and the decision.Does Goes, and marks each step: en route, on scene, crew finished.Never Closes the report. The dispatcher does that.Hands to The receiving team.
Police and fire
Gets A report only when a dispatcher sends one. The proposed routing names the police for a crash on a road and the fire service for a fire.Does Respond to what they are sent to.Never Receive a report that no person decided to send.Hands to The dispatcher, who closes the report.
The receiving team
Gets The record the crew wrote, with the words of the person who reported still in it.Does Reads the same record and carries on from it.Never Gets a summary in place of the record.
Source:the plan for the response platform