Lao SOSOpen app
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Built on a documented foundation
Overview

§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.

§1.1

Designed, not built

The five steps

A person reports. Terra assesses and recommends. A Lao 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.

  1. 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.

  2. 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.

  3. 03A person decides

    A Lao SOS dispatcher confirms the response. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.

    A Lao SOS dispatcher confirms the response. Terra recommends; a person decides, every time. The assessment sits beside the human decision, never above it.

  4. 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.

  5. 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.

Figure 1 Receipt, assessment, decision and response are separate recorded events. The marked step is the one a person makes.

Source:the design rules for responders' screens

§1.2

Designed, not built

What the person who reported sees

A report shows its real state and nothing beyond it. There are four things it can say.

  1. Received

    What was sent reached the coordination console. Nothing more is claimed.

  2. Being looked at

    A dispatcher is looking at it now. A person, not a machine.

  3. A decision made

    A dispatcher has decided what happens next.

  4. On the way

    A crew has marked that it is on the way. Nothing says when it arrives.

Received by the service

Your report

Received.

The service has it. Waiting for a dispatcher.

  1. Recorded
  2. Sent
  3. Looking
  4. Decision
Done

Citizen ReportExample

A dispatcher is looking

Your report

Being looked at.

A dispatcher is looking now.

  1. Recorded
  2. Sent
  3. Looking
  4. Decision
Done

Citizen ReportExample

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.

  1. Recorded
  2. Sent
  3. Looking
  4. Decision
Done

Citizen ReportExample

A crew is on the way

Your report

On the way.

A crew has marked that it is on the way. We cannot tell you when it will arrive.

Where the crew was last seen.

  1. Recorded
  2. Sent
  3. Looking
  4. Decision
  5. On the way
Done

Citizen ReportExample

At every step the report shows only what has actually been recorded: received, being looked at, a decision made, a crew on the way. Nothing says help is on its way before that is true, and nothing says when it arrives.

Source:the design rules for responders' screens

§1.3

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

§1.4

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

§1.5

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.

See §3.7 · The interpreter.

Source:the design rules for responders' screens

§1.6

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

§1.7

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.

  1. 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 Lao SOS dispatcher.

  2. 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.

  3. The Lao 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.

  4. 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.

  5. 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.

  6. 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