Our software can:
- Centralise Command
- Improve Decision Making
- Mitigate Risk
- Optimise Incident Response
- Strengthen Communication
- Optimise Resources
How to improve your event or venues Medical Records
Establishing a formal control room within any crowded space, be it a Stadium, Festival or Major Event, allows the flow of information to be efficient, measured, and consistent. This centralises your decision-making capabilities, ensuring that a measured response to incident management is upheld. As well as limits the ability for responding teams to be given incorrect information and ensures that there is an appropriate response to any situation that occurs by the correct agencies.
Furthermore, this ensures that all information pertinent to the event can be centrally recorded and logged so that points for debrief can be collated, data can be accessed and in the event of a critical incident accurate records are available.
A clearly defined Command & Control structure within your control room is imperative to ensure effective and efficient responses to incident management and event BAU issues. Defining who your room manager is enhances your decision-making matrix and ensures there is consistency in incident response and management.
- Ensuring that your control room has the ability to scale up at a moments notice is important. In the event of a critical incident it is important for all key stakeholders to be central to ensure that every element of the active and post incident response can be centralised. Having the right people, in the right place, at the right time, ensures efficient action can be taken.
- Centralising your control room where possible allows better decision making. Many venues and events will run two or three control rooms across their sites, splitting key decision makers, this can slow the flow of information and can make it difficult to ensure efficient responses to incidents and any issues arising. Alternatively, you will see sites where they may have an Event Control Manager, however they will radio to Medical or Security to provide information for them to respond. By having representatives of these agencies in the one space, it enhances closed loop communication to ensure that incidents and issues have an appropriate response and are finalised.
- A challenge that occurs for a lot of events is operating in a space with entrenched teams. For example, an incumbent security provider may resent being told what to do by a command team brought in for a special event. That’s why it’s so vital to physically set up your control room with a clearly defined group of command personnel sitting together. It is important that senior management from the event or venue make it clear to all agencies and stakeholders who is in command.
- It is important to recognise those who may have a home field advantage. A stakeholder who is located within the control room week-in week-out may be able to provide significant intelligence regarding the space. This could enhance the room and provide vital information regarding infrastructure or layout. Ask your team if they have any unique knowledge regarding the space or surrounds. A strong team is a transparent team.
- Take the time to run a control room briefing before the event begins. Cleary outlining to all providers the command structure, flow and atmosphere for the room can set very clear standards for the rest of the day. This can also help avoid ego clashes and competitions for who’s boss. A briefing for a shift doesn’t need to be any longer than ten minutes. You can also place briefing notes on the walls or send emails, but face to face is usually most effective. Encourage all staff to speak up when they have issues and remind them you’re all on the same team, working toward one goal – a safe and successful event.
Old hardware, unreliable power supplies, intermittent internet connection and outdated reporting solutions. Consider these four important things:
- Keeping a log using pen and paper or on a digital spreadsheet is not a standard that enhances your operations. It is difficult to pull statistics and information from such logs, and this limits your room interoperability. If your actions may be scrutinised, having the ability to show a clearly defined series of events will protect you and your event.
- You need software that enhances your operation and improves communication and information sharing between agencies. You need a product that provides you with a locked down document that can’t be edited after the fact. All actions for each issue are logged and timestamped so you mitigate your liability should litigation occur; you then have a reliable legal record of every incident and every action taken to meet your obligations and your duty of care.
- Make sure that the hardware you’re using can handle the task. Replace old computers, smartphones and other technology that’s event critical. If you’re thinking of saving money by keeping that old computer, ask yourself, ‘If it’s going to break down or work so slowly it holds you up, what’s the point of it?’
- Contact your internet service provider and find out how much bandwidth you’ll be able to rely on and see if you can organise a secondary connection. If one is overloaded or unresponsive, you’ve got a redundancy. Don’t fall into the trap of thinking your site will be fine because everything works well when nobody is there. Once the network is crowded with patrons, your connection will be affected.
- Consider a local network alternative as well. Being able to run your CCTV and control room programs through a local network can alleviate the dependency on a third party and ensures you remain operational.
- A reliable power source for the control room is the highest priority and the only way to ensure you stay up and working, so ensure that your electrical contractor is aware of where your control room will be if the room will be on a green field site. Consider utilising UPS (uninterrupted Power Supply) devices to keep your Wi-Fi and any core infrastructure operational in the event there is a power failure.
- Encourage your agencies to utilise a laptop with a second monitor. IF power is lost they can always continue to operate with the single laptop screen until power is restored.
- Remember if you’re using base stations within the control room, that these rely on 240v power. Consider having backup handheld radios with spare batteries.
Control rooms can be busy, noisy and distracting places at times. So how do you ensure everyone stays task-focused, while collaborating with the appropriate crews?
- Keep your team tasked focused, ensure that information is channeled to the right agency early on and they prioritise these jobs. Don’t let agency’s get distracted by other agency incidents unless it is pertinent.
- During your command briefing, make sure all team members are aware of patron privacy rules and how they should treat sensitive information. Discourage unnecessary chat in the control room space but don’t stop people from feeling they can speak up should they see an issue arising. You need to strike a nice balance between encouraging collaborative conversation but eliminating unnecessary intrusions.
- Different agencies may have different ebbs and flows, so make sure everyone is aware that, just because their crew might be having a quiet time, others could be very busy.
- Consider two strategies to enhance the communication flow within your event - crew resource management, and looped communication. There are multiple resources available freely online which provide information about these strategies.
How many times have you seen a control room where everyone is facing the wall? It’s quite common to see layouts like this, that don’t enhance command structure, workflow or collaboration. Even if you’re limited by a three by six metre demountable space, you can still position your people to best optimise the space and workflow.
- One of the most efficient layouts is the horseshoe design, with people facing toward each other, their backs to the walls.
- There should be enough room behind people when they are seated so anyone can freely pass by without disruption. When your agencies are facing each other, it allows for improved human interaction and collaboration.
- Place screens that all teams need to view - CCTV, GPS tracking, statistics, news, social media, weather etc. – in the space at the top of the ‘U’ of the horseshoe, this allows everyone to be able to clearly see all available information
- The horseshoe design can also be achieved by facing tables towards each other in a dining room layout.
- An alternative to this is the schoolroom set up. Place your command team at the front facing the rest of the room as a teacher would, with the agencies set up in rows like a classroom. Consider which agencies need to communicate most and align them behind and in front of each other to promote interpersonal communication. Again, it’s vital there’s enough room behind seated individuals that people can travel freely.
- When space and size does not permit either of these set ups its okay for agencies to face the wall of a room, be conscious in your layout of who need to communicate most and facilitate this in your layout.
The best layouts enhance the flow of information and situate key collaborators near each other. Consider your providers: Who are the key agencies? Which agencies will need to communicate with each other most? Who needs to be seated next to whom? Who needs more support? And whose roles are most independent?
Some people may be better off sitting further away from command, while others would benefit from sitting nearby. In our experience, the medical team needs to be positioned so that multiple agencies can easily communicate with them. They’re also likely to need a lot of support from command. Medical gets asked a lot of questions, so positioning those staff where they can be quickly and easily found and accessed is key.
Which teams need to be able to get in and out of the control room fast, or who may have the most visits from supervisors debriefing post incidents or issues. Consider placing them nearer to doors.
When agencies need to put more than one individual into a control room, consider the verbal communication that can increase between these staff and the increase in noise within the room, adjusting their position to facilitate this can allow others to remain task focused with less distraction.
If you require more information or have further questions, please get in touch
How to improve your event or venues Medical Records
How does your contracted medical provider record patient interactions within your venue? Are they able to provide you with accurate statistics and breakdowns of patient presentations?
Following the recent tragic events at the Defqon 1 festival in NSW Australia, Premier Gladys Berejiklian was quoted, saying, "I don't want to see this ever happen again — young lives lost for no reason.
"I understand there were some deaths in the past, but to have at least two on one night when every assurance was given to those attending that it was a safe event — clearly it wasn't when so many people have succumbed."
Naturally, this has many event organisers looking at their own medical facilities and asking, ‘Could we do we do better? Could we provide the level of care required to save lives when tragic incidents like these occur?’ and, ‘Would our incident and medical reporting systems hold up to the scrutiny of any litigation that might follow?’
While most events can answer the first of these questions in the affirmative, the last question is often more challenging. This is because incident recording systems at events are often done by hand, in illegible handwriting, with incomplete data and with poor quality carbon copies. These old-fashioned recording systems are open to a lot of human error, and often result in incomplete or conflicting information being recorded by different emergency service teams.
The Best Possible Care
ChronoSoft Solutions has developed a streamlined medical centre module that plugs directly into its Chronicler event management software. The module ensures the best possible care of patrons when medical incidents happen. When deployed, it helps medical providers prioritise patients efficiently, and it lets event organisers and commanders know what issues are being seen by the medical team in real-time allowing them to activate support resources and spot trends where intervention from the event or other resources may prevent isolated incidents turning into major event wide emergencies.
Information relating to a patient’s treatment is tracked through Chronicler using ePCRs (electronic patient care records). Response crews with the appropriate privacy permissions can access ePCRs through the medical module and directly through the ChonoLink app when in field.
The medical reporting system prompts staff to complete all aspects of each record, so no vital information is missed in the heat of the moment. This improves the quality and completeness of the data that’s recorded. And should any litigation occur, the system provides a timestamped log of actions, making it easy to conduct clinical audits and review time stamped evidence showing when specific individuals became aware of specific incidents or pieces of information.
The ePCR’s that sit at the heart of ChronoSoft Solutions event and incident management software make caring for patrons at events a whole lot easier, and by ensuring processes are followed and records are complete, the system provides data that holds up to the scrutiny of any litigation or investigation that might follow.
Inbound SMS handling improves communication between control rooms, patrons and crews
It’s long been recognised that an effective way to improve the patron experience at events is to provide a direct line of communication between organisers and those in attendance. Direct communication should mean customer concerns can be addressed in the moments when they matter most, and any incidents can be reported on and responded to quicker.
An easy and accessible way of doing this is to publish a phone number in prominent locations around your site giving a direct link for the patron to get in touch.
This is fine when the number is manned 24/7, but causes great frustration to patrons when calls go unanswered, the number is engaged or when the person receiving the call is a long way from the control room and can’t immediately coordinate a response.
A patron may also not be able to call, due to poor reception, noise volume, or fear that making a verbal report about an unruly patron nearby could put themselves, their friends, their family or those around them at risk.
Recognising that this issue effected most crowd spaces we attended, our team set about finding a solution that would streamline the process and ensure that every call was responded to and actioned immediately.
Our development team built functionality into Chronicler, our flagship and incident event management software, that allows the receipt and automated processing of SMS messages directly in system.
When Chronicler receives an inbound SMS, it behaves in one of three ways:
- If the origin phone number is from a patron (does not match a crew number), a new job classified as ‘SMS’ is created directly on the system. This allows the control room staff to read and respond to the message and immediately action the required response.
- If a patron sends multiple messages, be It relating to an ongoing issue at hand or over months and years, the system will automatically match the telephone number and allow the dispatcher to see the conversation history with the patron in a chronological order.
- If the origin phone number matches a crew member then the SMS can be added to the crew's existing job or if they’re reporting a new incident, it can be used to create a new job. This secondary channel of communication between crews and dispatchers is especially convenient when there is limited 3G service and the radio network is busy with other traffic.
The SMS message type allows stats to be tracked based on the problem classifications entered by those responding to the messages. And measurable data on response times, times to resolve jobs, and the outcomes generated ensure full accountability and a powerful customer service tool as part of the overall event monitoring and command.
By treating every SMS In the same way that we would respond to a radio report from a staff member about a medical or security incident it allows the jobs to be triaged and managed in a sequential order based on priority and keeps the dispatcher task focused on a central screen.
The organisers of Splendour in the Grass introduced this functionality to their event management process two years ago. and since implementation have reported a significant improvement in their patron satisfaction scores driven by the ability to respond to issues around the site and respond quickly and efficiently to patrons questions and requests.
To add inbound SMS handling to your control room and achieve similar positive outcomes at your event, give one of our team a call today.
Safety on and off the track
ChronoSoft Solutions is keeping crowds of motorsports enthusiasts safe whilst ensuring on track responses follow protocol.
Organisers of motorsport events worldwide apply the same rigour to their crowd safety practices as they do to track safety and are always looking for ways to improve their systems and processes.
ChronoSoft Solutions has customised Chronicler to fit within this unique niche of the event market enhancing both their control room, track and event management practices.
Being able to provide deep integration between the control room and on track crews as well as GPS tracked crowd-based safety, security and medical teams ensures incidents can be logged, handled and reported on quicker and more efficiently than ever before.
This allows organisers to stay focused on delivering a spectacular and safe experience to the thousands of fans in attendance, and ensures that the race teams can focus on what they do best.
What are some of the features that we integrate into this market?
- Motorsport tracks are big open spaces with crowds that are spread out, we GPS track key resources so that we can deploy them quickly and efficiently.
- Each category of motorsport racing hs protocols relating to specific incidents or actions, we take these protocols and integrate them into the system, ensuring that you can tick them off as they are completed.
- Our integrated database allows you to pull driver or team information based on a bib or car number.
- Our file integration capabilities allows the event management to upload imagery and documentation critical to incidents that have occurred on track, these include our customisable digital forms.
ChronoSoft Solutions deployed at the Red Rooster Sydney SuperNight 300 that took place on the third and fourth of August at Sydney Motorsport Park, Eastern Creek. With the championship hosting the first night race in 21 years, this added an extra level of complexity to the safety equation. SEAA, the security provider contracted to Sydney Motorsport Park looked to ChronoSoft Solutions to help them mitigate risk and improve the patron experience that they take care of at every event.
We look forward to continuing to work with SEAA and other motorsport providers into the future to continue to improve Motor Sport in Australia and abroad.
ChronoSoft Solutions build event and incident management software that enhances how crowded spaces respond to crisis as well as daily tasks
Behind the scenes at all crowded events are teams of people working hard to ensure things run smoothly, patrons receive an enjoyable event experience, and most important of all - that everyone is safe.
In the past, isolated contractors and agencies such as security, medical, cleaning and Health & Safety would all work independently to one another, using their own systems of logging, responding to and reporting incidents which would often lead to inaccuracies, human error, costly delays and even litigation against event organisers.
ChronoSoft Solutions build market leading event and incident management software that ensures issues like these are a thing of the past. It facilitates clear communication between event teams, coordinates the actions they take, and ensures all incidents are managed in an effective, efficient and timely fashion, by the best placed and best equipped resources.
How does it work?
ChronoSoft Solutions flagship product Chronicler, streamlines event management procedures, opens up communication between support staff and accurately logs and timestamps all incidents. Incidents can be reported and logged directly to the system by crews in the field, and the control room is able to see and manage incident management flow and data analysis in real time. Jobs are prioritised to make sure critical incidents are attended to first, and GPS mapping means the closest, most appropriately resourced crews can be dispatched to the exact incident location instead of spending valuable minutes searching. Common jobs are pre-loaded into the system so they are actioned without having to tie up other communication channels – leaving event radio networks open for communicating serious incidents.
When someone is in a life-threatening situation, ChronoSoft Solutions GPS locating and streamlined communications systems help response teams locate incidents more efficiently and ensures crew safety on site. Accurate logging and time-stamping of all actions taken means that should any incident come under legal scrutiny, event organisers can prove they actively mitigated risk and continued to ensure an appropriate duty of care to those in attendance.
Who can use it?
ChronoSoft Solutions revolutionary software is flexible enough to meet the challenges of a myriad of events and dynamic environments. Think of any crowded place or occasion and ChronoSoft Solutions can help. Some examples include:
- Music festivals
- Cultural events
- Sporting stadiums
- Entertainment arenas
- Marathons and endurance events
- Convention centres
- Shopping complexes
- Hospital and healthcare
- Large office buildings
- Transport and tunnel networks
In fact, just about any control room you can think of can benefit from the streamlined communication, management and reporting software that ChronoSoft Solutions offers.
Live statistics allows key staff to be able to understand the current dynamic of their event and make informed decisions quickly and efficiently.
However it doesn’t just help during events, but also in the planning of the next event too. Being able to analyse data and trends from the event allows managers to improve future planning and avoid crowding, identify issues before they become problems and strategically manage staffing by identifying quiet and busy times.
Every deployment of ChronoSoft Solutions, Chronicler is customised to meet the specific needs of the event or location in question and new features are always being added. Get in touch with the ChronoSoft Solutions team if you’d like to know more about the features that can be incorporated into a solution tailored specifically for your needs.
Chronosoft Solutions partner with Infront Security Services to give Queenslanders a Safe and Enjoyable Ekka Experience
The Royal Queensland Show (Ekka) is no ordinary festival. It’s Queensland's largest and most loved annual event, entertaining around 400,000 patrons for ten days with a wide variety of displays, rides, shows and showbags. There are competitions for livestock, cattle, cats and dogs; Food, wine and handy-crafts; And exciting country events like the wood-chop and sawing competitions.
It’s a dynamic event with many moving parts, so it would be a real headache for event organisers if they didn’t have ChronoSoft Solutions and Infront Security Services working in partnership to ensure all the logistics run smoothly and the public get the safe enjoyable patron experience they expect.
ChronoSoft Solutions have worked with Infront Security Services at the Ekka for a number of years and provide a tailor-made deployment of Chronicler event and incident management software which includes:
Planning – Detailed analysis of the data from previous years to predict busy and quiet times, identify potential hazards and bottlenecks, and plan the resources that will be required if incidents happen.
GPS Optimised Incident Response –GPS mapping of all security staff with site-specific overlays to ensure faster, more accurate deployment of resources.
Logistics management – Pre-programmed jobs to ensure relevant security staff are on hand, in the right locations to ensure animal trailers, horse floats, entertainers or even monster cars can gain safe access to site and receive a guided escort to their specific performance venue.
Time Stamped Reporting – Accurate time stamped reports sent instantly to key stakeholders so they can act proactively rather than reactively during an event.
These are just some of the features ChronoSoft Solutions deploy to ensure the smooth running and safe protection of patrons at the Royal Queensland Show. With our software powering the expert team from Infront Security Services, patrons can relax and enjoy the wonderful experience of Queensland’s largest event.
Our in-house development team solve event specific pain points on the spot
One of the keys to running an effective control room for a crowded event like Splendour in the Grass is the ability to problem-solve on the fly. As suppliers of the control room and incident management software for the festival, ChronoSoft Solutions’ staff are always in attendance to assist.
This year’s Splendour in the Grass saw ChronoSoft Solutions’ Medical Centre Module used to a greater extent than ever before. The module manages patient flow through the event’s medical centre in a similar way to how patient flow is managed in big hospitals. Patients are tracked from when they present to the medical team until they are discharged, and data entered by the staff can be viewed by team members in the control room that have the appropriate legal permissions to do so. This gives the team live feedback on the number of medical cases, their urgency and other potentially life-saving information.
At the end of the first day of this year’s festival, ChronoSoft Solutions received feedback that response teams were finding two tasks a bit of a hassle:
- Integrating with the onsite Workplace Health and Safety team so they could manage the case from their end as they were external from the control room.
- Arranging entry for ambulances that were arriving at the site and allocating security staff to escort them to where they needed to be.
The on-site team relayed this information directly to ChronoSoft’s in-house software developers who set to work on a solution immediately.
They responded by creating new functionality that let dispatch teams create a new job that linked to an existing job but operated independently with its own lifecycle. The relationship between the two jobs could be tracked and dispatchers could view all relevant information shared between the two. When the first job was marked as complete in the system, the second job could remain open while being worked on by WHS or security.
The development team managed to code and test this functionality overnight so that it was ready to deploy in the control room by the morning of day two. The new feature fit the specific style of incident management used by Splendour in the Grass perfectly and was so well integrated that support teams were using it heavily by the evening of day two.
By creating functionality to handle these routine workflows directly in the software, ChronoSoft Solution’s hyper-responsive in-house development team ensured incidents could be managed more efficiently, which allowed organisers to stay more focussed on delivering a great experience to patrons of the event.
When all else fails, ChronoSoft Solutions keeps working
Imagine how catastrophic it can be for crowded spaces when the network slows down and the event management systems used by organisers fail. How can they fulfil their duty of care without the power to communicate?
The team at ChronoSoft Solutions has experienced many critical situations like these in their years of event management and incident command, which is why they develop their solutions to cope with every eventuality. It’s done through a combination of smart software design and high-quality server infrastructures.
Smart Software Design
Small data can make a big difference. When a network is under strain, the smaller the amount of data you’re trying to send the better. The problem with a lot of apps and software is that they try to send and receive too much information all at once. The key to keeping our flagship incident management software running is shrinking the amount of network bandwidth being consumed. ChronoSoft’s flagship software, Chronicler, shrinks the amount of data that has to be sent and received in every communication. That way, it sends fewer data packets and only needs a small amount of connectivity to function.
Each message contains only the data that has changed, and the minimum amount of information needed to identify the job it relates to, rather than sending the entire job’s information in each update. Chronicler also uses clever compression so only a small number of data packets are needed for any given update. Even event sites with very poor network infrastructure and patchy 3G connections have proven to be sufficient to run ChronoSoft’s Software.
High Quality Server Infrastructure
We’ve always got back-up. ChronoSoft typically deploys Chronicler incident management software as a cloud-based solution. We use virtual servers deployed across two physical locations for network redundancy. And these can be set to mirror each other identically, so if one fails, the other steps up and takes over to ensure continuity.
Some software suppliers might stop there, but we know from experience to expect the unexpected which is why for the largest events where performance is mission critical, we recommend supporting our cloud-based deployment with the ultimate back-up solution, ChronoBox.
ChronoBox deployments can be used independently when an outside network connection is not available. They are delivered to an event pre-loaded with the full software deployment so if the main network connection goes out, or is unavailable, control room operators simply enter the local URL and the ChronoBox kicks into gear.
ChronosSoft Solutions smart software design and incident-proof infrastructure guarantee the organisers of crowded events can deliver on their legal duty of care no matter what failure occurs. And when you’re talking about major events, arenas, stadiums and critical infrastructure, it would be irresponsible for organisations to use anything else.
Why multimodal communication is so important at big events
If you’ve ever been to a big, crowded event, you will have seen support crews calling in jobs on event radio networks. Radio is typically the lifeblood of large events and the primary communication channel between ground staff and the control room.
But what happens when circumstances conspire to make communication on event radio networks impossible? How can event organisers continue to deliver their duty of care to patrons when they can’t communicate with each other?
This scenario is not as unlikely or as far-fetched as it sounds. In fact, just last year, at one of ChronoSoft Solutions engagements for a large music production, the event radio network became saturated and threatened to disrupt the smooth, safe running of the event.
Fortunately, organisers had included ChonoSoft Solutions multimodal communication capabilities in their planning and when the problem arose, they knew exactly how to react.
So how did the event radio network become saturated in the first place?
The concert attracted an older audience than your average music production. And when 60,000 fans, many of whom were advanced in years, converged on the stadium, the security and safety teams were inundated with requests for wheelchairs and other access assistance.
The radio network became saturated with low priority traffic which threatened to delay high priority communication and could have disrupted the smooth entry of patrons into the stadium.
Thankfully, due to great planning and the multiple modes of communication offered within the Chronicler system, organisers instantly offloaded these lower priority / routine jobs to other channels like SMS and the ChonoLink app.
This cleared the airwaves leaving direct radio communication between ground staff and the control room free to coordinate the response to any higher priority incidents that occurred.
Real-time reporting helps your control room predict issues before they arise.
There’s so much to consider when you’re in charge of an event or location where massive crowds gather. Keeping everything clean, functional and safe can be a challenge. Behind the scenes of any crowded space or large building like a sports stadium, shopping mall, healthcare facility, theme park or entertainment complex, there’s a busy control room reactively solving problems, and deploying resources.
But what if a control room could be proactive instead of reactive? Imagine if your team, instead of simply responding to incidents, could be freed up to spend more time predicting where an incident might break out and organising a pre-emptive strike to ward off the danger. This isn’t as far-fetched as it may seem because ChonoSoft Solutions has developed revolutionary event management software that allows your control room and management team to be ahead of the curve.
ChonoSoft Solutions flagship product; Chronicler, lets all agencies in your response team access reporting, statistics and event analytics on the fly. This means they can start identifying trends and issues such as crowded gates and access routes before they become problematic. Having access to real time statistics can tell sporting venues what time people start getting a little too drunk to manage themselves safely, it can tell security teams where they need to allocate more staff at a rock concert, and the cleaning crews at a festivals can predict when the port-a-loos on heavily travelled routes will be needing refreshing. The benefits are widespread.
Chronicler also allows control rooms to GPS track staff to enable dynamic deployment of response teams. Incidents are resolved faster when you can send the closest qualified people to the location in question. Staff on the ground can also log jobs directly on the system rather than radioing them in, which means your control team can spend less time processing mundane tasks and more time actively preventing incidents before they occur.
Staff report incidents on the ground through the ChronoLink smart phone app and the data integrates instantly with the data being viewed by the control room. This creates a time-stamped log of every incident at every event, every time. These valuable reports can assist you in planning and preparation for the future, while also serving as proof you upheld the highest standards of duty of care. So while the software doesn’t actually make you psychic, it does the next best thing. It helps you predict issues before they arise, gets your venue running smoother and safer than ever before.
What do Kendrick Lamar, Disney on Ice and ChronoSoft Solutions all have in common? They’ve all worked at New Zealand’s Spark Arena. The renowned stadium in the heart of Auckland City seats 12,000 people and attracts some of the biggest sports and entertainment events in the world. With crowds that size, it’s vital that everything in the Arena runs smoothly and safely - so organisers called in the experts.
ChronoSoft Solutions has years of experience keeping the control rooms of festivals and events running smoothly, and recently customised Chronicler, its flagship event and incident management software, to work in fixed arenas and stadiums.
The most significant customisation for deployment in fixed arenas like Spark Arena is to its geo-location mapping functions. ChronoSoft Solutions replace the grid references and coordinates used in its usual festival arrangement, with detailed stadium mapping and gate, aisle and seat references. So, when incidents of any kind occur, the control room can pinpoint the exact location with even greater accuracy than ever before.
The control room also know who should be in each seat, so can select the perfect response team for each situation and arm them with every relevant piece of information they need.
Big, powerful data
A stadium deployment of Chronicler doesn’t just improve incident response in the short term – it helps in the long term too. The longer the software is used in fixed environment, the more powerful it’s data and reporting becomes.
Aggregating data week in, week out rather than just from a one-off event allows people in the control room to pull up information and statistics from previous events of a similar type. This can help them identify trends in specific sections of the stadium, during particular times or under certain circumstances. So they can more accurately predict how the crowd will respond if the away team scores, or if it starts to rain.
It also allows control rooms and ground support to access individual incident reports so they can identify and keep a watchful eye on repeat offenders.
The valuable data doesn’t just help predict and mitigate risk in the moment, it also helps organisers plan for the next big event. Organisers can, for example, look at exactly how many staff they needed during the last Katy Perry concert or how often cleaning crews were required in the bathrooms during the last football match.
So if you operate a stadium or similar fixed environment, Chronicler can help you save lives during your event -through more effective incident response - and it will save you time, money and stress when planning your next one.
Event app incident reporting is changing the way we report emergencies
If you’ve ever been in a mosh pit at a crowded music festival, you’ll know how hard it can be to get help if you need it. What can you do if someone around you faints or gets trampled?
In the past it’s been down to the people around an emergency to get themselves out of it. Fighting through the crowds to find help, and then somehow directing the response teams back in, losing valuable life-saving minutes in the process.
Thankfully for anyone who attends crowded events, that’s all changing.
Queensland innovators, ChronoSoft Solutions, are developing software that puts incident reporting directly into the hands of event attendees.
The technology, being developed as one of the many upgrades and additions to their revolutionary ‘Chronicler’ event management software, allows festival and event organisers to add a GPS enabled incident reporting button to their event smartphone application.
This allows anyone who has downloaded the event application to immediately report an incident. So at the click of a button they can summon the help of security if there’s a fight, the medical crew if there’s an accident or even the clean-up crew if someone indulges a little too much and makes a mess that needs cleaning up fast!
As soon as any user – staff or attendee – clicks to report an incident, it drops a pin on the event map and creates a job for the control room to action.
This state-of-the-art technology, from ChronoSoft Solutions, puts incident reporting in the place most patrons check frequently to see what’s happening. And the real-time, GPS tracked, time stamped reporting results in more efficient response times and more efficient management of every event, every incident, every time.
Is your control room GDPR compliant?
Companies are under more pressure than ever with regards to the ways in which they’re handling data. In the wake of the Cambridge Analytica Facebook scandal, privacy laws in the EU have been tightened to the point where anyone who deals with data is running scared. While the GDPR laws have been adopted by many since 2016, for a lot of businesses, this is the first time they’ve heard of them. Many companies are still unclear on how the laws, which came into full effect on May 25th after a two-year transition period, impact them.
Vital Facts on GDPR
While this is an EU law, it applies extraterritorially, which means it protects the privacy of all EU citizens regardless of where they are located in the world. The law provides strong data protection and digital privacy laws to guide how data is collected, stored and leveraged.
So what does GDPR legislation mean for you? It means that even if you are a company operating outside the EU, if you are collecting data on your customers or patrons in any way, you need to follow the laws.
Thankfully, you’re allowed by law to collect data for public safety and “the prevention, investigation, detection or prosecution of criminal offences or the execution of criminal penalties, including the safeguarding against and the prevention of threats to public security”.
The legislation also states, “The controller shall implement appropriate technical and organisational measures to ensure and to be able to demonstrate that processing is performed in accordance with this Regulation.” That means you can no longer simply rely on handwritten notes or Excel spreadsheets when logging incidents. You legally need to show you’re using ‘appropriate technical and organisational measures’.
The law goes on to say, “Each controller and, where applicable, the controller’s representative, shall maintain a record of processing activities under its responsibility. That record shall contain all of the following information:
- the name and contact details of the controller and, where applicable, the joint controller, the controller’s representative and the data protection officer;
- the purposes of the processing;
- a description of the categories of data subjects and of the categories of personal data;
- the categories of recipients to whom the personal data have been or will be disclosed including recipients in third countries or international organisations;
- where applicable, transfers of personal data to a third country or an international organisation, including the identification of that third country or international organisation and… the documentation of suitable safeguards;
- where possible, the envisaged time limits for erasure of the different categories of data;
- where possible, a general description of the technical and organisational security measures
That’s just the tip of the iceberg. There’s a lot more to consider, so it’s worth reading the full legislation here.
It’s complicated – especially for the managers of crowded events - but don’t worry, there is a simple solution.
Event management software from ChronoSoft Solutions is at the forefront of data security and is 100% GDPR compliant.
ChronoSoft Solutions is commitment to data privacy along with the strong privacy and security it builds into its products, means that you can confidently log all incidents at your event while remaining compliant with GDPR.
Further, the accurate, time stamped reports provided by the system combined with its data management practices can be key in showing you have implemented appropriate technical measures to control and manage the data you have gathered.
In the event that an EU citizen requests access to their data, requests to be removed from records, or requests any other action under GDPR, event management software from ChronoSoft Solutions is ready and able to comply.
Chronosoft Solutions is completely transparent about what data is collected, it provides local storage in most client jurisdictions, and by ensuring its operations are GDPR compliant, it helps clients maintain their own GDPR compliance, and protects them against the threat of costly litigation.
13th July, 2018
Better safe than sued
Imagine the scenario: a fatal incident occurs at an event you’re running. Event response teams and emergency services scramble to the scene but despite their best efforts, the worst has occurred. Some staff in the control room look at their watches and scribble down their notes about the incident in a notebook, others type it into their Excel spreadsheet using a computer clock as a guide, nobody is sharing their accounts of the incident in real time and anyone could go back later and change the data.
Months or years down the track, you’re taken to court over the incident. Suddenly you’re scrambling to find and collate everyone’s notes on the event; deciphering illegible handwriting, trawling through information that’s irrelevant to the incident in question. Nobody’s recollection of the timing of the incident management matches up. No-one agrees on which agency responded first or the order in which actions were taken. You’re accused of poorly managing incident response and failing to mitigate risks.
Unfortunately, this scenario isn’t far fetched. Fortunately, the solution isn’t far fetched either. ChronoSoft Solutions provide technology that is revolutionising control centres at crowded events and establishments – sporting stadiums, entertainment arenas, festivals, shows, amusement parks, even shopping complexes and healthcare facilities. It ensures better communication, better response times and ultimately makes any scenario safer for everyone. ChronoSoft Solutions market leading software, Chronicler, is the most efficient way managers of crowded spaces can manage incidents.
Chronicler allows a control room to:
- GPS track your crews and staff with a site map overlay, allowing you to dispatch the closest appropriate resource when needed
- Employ deep medical integration so your health agencies are connected and can collaborate to facilitate better medical responses
- Access real time reporting and analytics including live response times and statistics for all agencies during your event so you can be proactive, not just reactive
- and create time stamped incident reports that are accurate down to the second
While all of these tools are useful, possibly the most valuable tool in an event manager’s arsenal against litigation is the accurate time stamped incident records. The power to automatically capture every factor which influenced an incident and all actions taken to create a record of how your team responded is the best proof you need that you’ve upheld your duty of care. This record also helps you improve your future planning and increases contractor accountability. So while it’s enhancing your ability to save your patrons from harm, it’s also ensuring you have the best defence against court proceedings.
10th July, 2018
Take the test to see if your Control Room is doing its best
Wherever you find large crowds, there’s an increased chance of emergency incidents occurring; festivals and events, large retail outlets, sporting stadiums, entertainment arenas, even transport providers and large healthcare facilities. Australian ‘duty of care’ legislation places the onus squarely on organisers and managers to take proactive measures to provide the highest level of protection against risks to people’s health and safety. But what exactly does that mean?
- You’re obligated to avoid acts or omissions which a reasonable person could foresee might injure or harm someone;
- You must be able to show you’ve anticipated risks and taken care to prevent them from occurring;
- and you must be able to demonstrate you’re proactive in taking the highest level of care in response to risks.
You can’t pass the buck either. In Australia (and many other countries), the law says if you’re using a premises for an event, you automatically owe a duty of care to any person on the premises, even if you don’t own it. So your duty of care extends to choosing reasonably safe venues in the first place.
Even with a safe venue, the best planning and an existing established control room, the unexpected can and does occur. In an age where the public expect a higher level of care than ever before, anticipating foreseeable harm can be overwhelming. There are some ways to help keep people safe while protecting yourself from litigation.
Ask yourself: does you control centre pass the test?
- Does your record keeping stack up? Are your incidents accurately recorded, time stamped and reported to key team members, with detailed logging ready in case of litigation?
- Can different crowd and emergency services (e.g. Security, Medical, Command, Cleaning, Maintenance, Police, Ambulance & Fire) all share important incident management information from one control room portal?
- Do you have access to real-time data and analytics that can help you predict, monitor and prevent incidents?
- Can you GPS track key emergency staff to ensure you’re despatching the closest responder to incidents?
- Can key staff access the control room software via a mobile device or app?
If you answered ‘No’ to any of these questions, there is more you can be doing to ensure you’re meeting your obligations. Chronicler, the event and incident management software from ChronoSoft Solutions automates and manages all five of the challenges listed above. This not only adds up to better safety for patrons but also helps you prove that you actively mitigated risks and had an efficient response to incidents. Chronicler allows you to have full control of your control centre to better manage every event, every incident, every time and ensure you’re meeting your duty of care.
6th July, 2018
Edward Swete Kelly has been to pretty much all of the major music festivals and events in Australia. Unlike most of his fellow attendees, Ed has attended as a paramedic and in crowd-safety roles. It’s certainly afforded him a unique perspective on the running of major, crowded events.
“Within these crowded spaces you’re dealing with a wide variety of incidents, from medical emergencies to threats to crowd safety,” he says, “when drugs and alcohol are added to the mix, and consideration is added for the current environment, you get a whole other set of incidents that can come out of that.”
Ed’s seen his fair share of these incidents over the years. After one particularly tragic incident, Ed started to think about how incident management and response could be handled much more efficiently.
“At the time I was working with the QAS (Queensland Ambulance Service),” Ed revealed, “My business partner, Daniel Kuhn is with the QFES (Queensland Fire and Emergency Service) and we were talking about how what we do at work could be applied within the crowded environment.”
That kernel of thought was the beginning of ChronoSoft Solutions. The flagship product, Chronicler, allows control rooms to share data, GPS track key staff in the field, monitor and log incidents as they occur and ultimately minimise risk to patrons.
“We knew we could use the same principles of what we within the public sector to enhance event organisers‘ ability to deliver their duty of care to the highest standard,” Ed said.
“We don’t try to change their operations. Instead, our solutions can be adapted, tailored and customised quickly and easily to fit on top of any existing control room.”
“It provides them with accurate, time stamped incident reports, useful data reporting and medical integration.”
ChronoSoft Solutions flagship software, Chronicler, is already being used by massive events such as Splendour in the Grass, The Falls Festival and Tough Mudder. It was even used by 1300MEDICS during the recent Gold Coast Commonwealth Games.
As ChronoSoft Solutions continue to evolve to include more tools, Ed and his team are committed to their goal of making every event as safe and enjoyable as possible.
4th July, 2018
The Splendour in the Grass Festival is taking place again this July in beautiful Byron Bay, and while lots of concert-goers have their own special pre-Splendour rituals and preparations underway, our team are preparing more than any other.
Now in the fourth year of working with Australia’s largest winter music festival, ChronoSoft Solutions is deploying its flagship product, Chronicler, a control centre solution that will manage the response to the thousands of incidents – safety, security, medical and logistical – that will occur during the event. The software system revolutionises event and incident management by allowing instant, time stamped data and communications sharing between the agencies working out of Splendour’s 24/7 control centre.
It’s not just the festival site that needs efficient management of crowd safety personnel; ambulance, police and more. The camping areas do too, and they are open from 10am Wednesday 18 July until 5pm on Monday 23 July. Imagine having a duty of care to an anticipated 32,000+ ticketholders, plus staff stallholders, artists and their crews – it’s mind boggling! That’s why the control centre solution deployed by ChronoSoft Solutions is so vital to the smooth running and safety of the event.
“I first worked with Splendour in the Grass eight years ago in one of their incident response teams,” says ChronoSoft Solutions Director & Co-Founder Edward Swete Kelly, “Back then data was everywhere and there was no collation of information. You’d have people writing things down by hand, others using Excel spreadsheets. There was no way to harness all the data and share it between different agencies.”
Now that Splendour is using Chronicler, they can look at the big picture, plan for and anticipate incidents and respond faster and more efficiently to them. Every year, the ChronoSoft Solutions team find ways to make the system even more efficient and responsive. Last year they introduced a medical triage element to the software that acted as a small hospital would, helping to ensure smooth patient flow and accurate record-keeping for the medical team.
This year, ChronoSoft Solutions is introducing GPS tracking of key staff. The GPS system was first implemented by ChronoSoft Solutions during the Commonwealth Games on the Gold Coast. It allows the control centre to see GPS tracked individuals located as markers on top of a site map overlay allowing the control room to dispatch the closest personnel to an incident the moment it’s reported. When a person is in a life-or-death situation, the extra time saved by getting staff to an incident sooner can literally be a life-saver.
So if you (or your teenage kids) are preparing for Splendour this year, you can be rest assured ChronoSoft Solutions is working in the background to keep everyone safer than ever.