Published: Nov 08, 2024

revolutionising emergency response: harnessing AWS to enhance community alert app for real-time life-saving actions

The Singapore Civil Defence Force (SCDF) plays a critical role in responding to life-threatening emergencies round the clock, providing firefighting, rescue and emergency medical services to the community whenever they arise. The SCDF is always seeking ways to improve its life-saving operations through innovations and new programmes, and to this end, has partnered with NCS for a refresh on their community responder application, the myResponder app. This updated app will help empower, engage, and equip citizens to respond quickly to fire and cardiac arrest cases in their communities, improving on-the-ground response to such emergencies to save more lives.

As the primary responder to all emergencies, the SCDF understands that speed is crucial in effectively managing incidents. One initiative aimed at bridging the gap between the onset of an emergency and the arrival of SCDF responders is the myResponder app. This mobile application enables users, known as "Community First Responders" (CFRs), to be alerted to and respond to nearby cardiac arrest cases and minor fires, thereby enhancing survival rates and minimising property damage prior to the arrival of SCDF paramedics and firefighters.

It was reported in The Straits Times that from 2018 to 2022, CFRs had attended to 7,670 incidents – 4,525 cardiac arrest cases and 3,145 minor fires. Since the launch myResponder, at least 80 lives have been saved by CFRs who were alerted through the app. The importance of CFRs cannot be overstated, and to better their efficacy, SCDF looked to enhance the user experience and training resources available within the application. CFRs who are eager to respond may feel uncertain about their ability to handle emergencies effectively without undergoing training or a refresher. Additionally, while the app has maintained a dedicated user base over the years, increased engagement and updated resources could further empower CFRs in responding to cardiac and fire emergencies. With nearly a decade of operation, refreshing the app’s user interface (UI) will also ensure it remains intuitive and accessible for all users.

Considering these challenges and opportunities at hand, NCS was tasked with modernising the myResponder app, leveraging their prior experience in catering to the force’s needs. This modernisation aims to enhance user engagement and provide comprehensive training resources, ensuring that CFRs are better equipped to respond effectively to emergencies.

NCS and SCDF collaborated to launch the new myResponder, an enhanced version of the original app. This update includes redesign of the UI, introducing a refreshed dashboard and a comprehensive learning hub designed to boost user engagement in non-emergency situations. The learning hub provides CFRs with life-saving courses on responding to fire and cardiac arrest cases, empowering them to act confidently during emergencies. Additionally, the app provides a guided response process during emergencies, assisting CFRs to take the most effective actions during emergencies.

A data, application and infrastructure migration to Amazon Web Services (AWS) under Government on Commercial Cloud (GCC) 2.0 was completed, where the application was redeveloped entirely on GCC 2.0 to tap on the AWS suite of services. Amazon ElastiCache allows data to be transmitted seamlessly in real-time between the mobile app, internet and SCDF’s console. Alert notifications are triggered to CFRs using Amazon SNS, while Amazon S3 serves as the database of storage and sanitation of all uploaded documents to the app. In addition, new integrations with SGSecure were made to complement the incoming reports from citizens to respond to. 

For this implementation, NCS employed the DRIVE design thinking framework, our very own proprietary user-centred design methodology that prioritises client needs. Initial interviews were conducted with senior management and relevant stakeholders from SCDF to identify user requirements and explore opportunities for enhancement. This was followed by prototyping and design critique workshops with SCDF to co-create the desired experience. The solution was further validated through usability testing with members of the public and CFRs in a simulated emergency. This approach allows for comprehensive and robust evaluation of the app’s capabilities in real life.

Key highlights of this solution:

• Intuitive personalised dashboard: users can view their own case response statistics, access courses that teach them life-saving and firefighting skills, and browse and share stories about other CFRs with their friends and families.
• AED locator: users can view AEDs in the vicinity of their homes or workplaces and stay prepared for emergencies.
• CFR locator: users can see the location of other CFRs who have accepted the same case, so that they can coordinate better with them
• Geo-tagged guided process: CFRs who have accepted a case are provided real-time directions to the emergency location.
• Multi-modal access to emergencies: CFRs can toggle between multiple modes of transport such as driving and cycling to navigate to the emergency location.
• Live chat: harnessing Amazon ElastiCache to connect users in real-time with SCDF, other CFRs users will have improved visibility of the situation, reducing uncertainty and enabling swifter actions to be taken.
• Integration with other government services: the app leverages on Postman.gov to send out emergency alerts via SMS and Singpass for secure identification of app users.

The refresh has breathed new life to the app, especially in non-emergency situations, increasing community preparedness and decreasing response times to emergencies in the community. With this new update to the myResponder App, SCDF can tap on a wider and more responsive network of CFRs to aid in life-saving, fostering stronger community relationships with users. This refresh has:

• Improved usability of the application for CFRs through a new UI with a modern feel.
• Enhanced Local Resilience & Community preparedness by training community members in emergency responses through the app’s dashboard for real emergencies. Gamification features such as badges help make learning more effective and enjoyable.
• Increased non-emergency engagement with users on the app, improving community awareness of SCDF efforts and initiatives
• Facilitated potentially quicker interventions and improved response times to cases, improving the chances of saving lives and minimising damage to properties.
• Improved visibility for SCDF during emergencies, with CFRs providing on-the-ground updates to SCDF Ops HQ before paramedics or firefighters arrive on scene.
• Streamlined communication and coordination between SCDF Ops and CFRs, with the introduction of in-app chat functionality.
• Fostered a stronger community relationship with CFRs by publishing stories to highlight the noble acts of CFRs and conferring special awards to CFRs for their contribution to saving lives
• Achieved 99.5% uptime for the application, due to the high availability provided by hosting on GCC 2.0

Download myResponder from the App Store and Google Play Store.