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<title data-rh="true">Incident travel time - by Robert Ross - The Thought Drop</title>
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href="https://substack.com/@bobbytables" class="pencraft pc-reset decoration-hover-underline-ClDVRM reset-IxiVJZ">Robert Ross</a></span></div><div class="pencraft pc-display-flex pc-gap-4 pc-reset"><div class="pencraft pc-reset color-secondary-ls1g8s line-height-20-t4M0El font-meta-MWBumP size-11-NuY2Zx weight-medium-fw81nC transform-uppercase-yKDgcq reset-IxiVJZ meta-EgzBVA"><time datetime="2023-02-15T23:37:04.307Z" title="2023-02-15T23:37:04.307Z">Feb 15, 2023</time></div></div></div></div></div><div class="pencraft pc-display-flex pc-gap-16 pc-justifyContent-space-between pc-alignItems-center pc-reset flex-grow-rzmknG post-ufi"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><div class="like-button-container post-ufi-button style-button"><button tabindex="0" type="button" aria-label="Like (1)" aria-pressed="false" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-heart"><path d="M19 14c1.49-1.46 3-3.21 3-5.5A5.5 5.5 0 0 0 16.5 3c-1.76 0-3 .5-4.5 2-1.5-1.5-2.74-2-4.5-2A5.5 5.5 0 0 0 2 8.5c0 2.3 1.5 4.05 3 5.5l7 7Z"></path></svg></g></svg><div class="label">1</div></button></div><button tabindex="0" type="button" aria-label="View comments (0)" data-href="https://www.bobbytables.io/p/incident-travel-time/comments" class="pencraft pc-reset pencraft post-ufi-button style-button post-ufi-comment-button no-label with-border"><svg aria-hidden="true" style="height:20px;width:20px;" width="20" height="20" viewBox="0 0 24 24" fill="#000000" stroke-width="2" stroke="#000" xmlns="http://www.w3.org/2000/svg" class="icon"><g><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-message-circle"><path d="M7.9 20A9 9 0 1 0 4 16.1L2 22Z"></path></svg></g></svg></button><button tabindex="0" type="button" id="radix-P0-27" aria-haspopup="menu" aria-expanded="false" data-state="closed" class="pencraft pc-reset pencraft post-ufi-button style-button no-label with-border"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="2" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg" class="icon"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button></div><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft post-ufi-button style-button has-label with-border"><div class="label">Share</div></button></div></div></div></div><div class="visibility-check"></div><div><div class="dt-post-body"><div class="available-content"><div dir="auto" class="body markup"><p>How long does it take for you to “arrive on scene” for your incidents? That is, how fast did it take for you to go from receiving an incident notification, to dispatching the right team, to getting to the location of the fire? Many teams out there focus on mitigating an incident quickly, and overlook this critical metric that is the most squarely in your realm of control.</p><h2 class="header-anchor-post">Assembly time<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§assembly-time" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://www.bobbytables.io/i/103158245/assembly-time" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>On-Call pages, customer support emails, and manual discovery are all unique ways we discover fires. In real life, we call emergency services (ie: 911) when we know something is wrong. But even 911 itself was an improvement on a convoluted system for getting help quickly. </span><a href="https://www.911.gov/about/the-national-911-program-celebrates-50-years-of-911">Residents had to know the local number for police and fire emergency services</a><span> up until 1968, which is not very helpful when you’re in a different city visiting and suddenly need help.</span></p><p><span>A standardized way of dispatching emergency services was a critical step to have full-cycle incident management for cities, especially ones operating at enormous scale like New York City. Since 2013, </span><a href="https://www.nyc.gov/site/911reporting/reports/end-to-end-repsonse-time.page">NYC has been publishing their response times to 911 calls</a><span>. This data is a treat in so many ways, but it has a notable metric </span><em>missing</em><span>: resolution.</span></p><p>Instead, NYC focuses on the part that is within the realm of their control: How fast they can route a 911 call to the right team suited for the job, and how long it takes for that team to travel to where the incident is occurring.</p><h2 class="header-anchor-post">Assigning neighborhoods<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§assigning-neighborhoods" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://www.bobbytables.io/i/103158245/assigning-neighborhoods" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>New York City, and every city for the matter, can quickly respond to incidents because of the careful organization and planning that has gone into which departments respond to which incidents, and which of those stations get dispatched to emergencies when a 911 call is received. When it comes to software, it’s all too common to see teams haphazardly assemble before the first hypothesis on what is going wrong is formed.</p><p>Software teams can mimic the organization of cities by assigning which teams own which “neighborhoods” of their stack. We can think of a software neighborhood as a functionality, a service, or even an entire environment. The important thing is to remember that these neighborhoods have assigned teams when an incident is being dispatched, much like a real fire department in Manhattan.</p><p>The best people to assign neighborhoods for incident management are the locals themselves. People who build the software that will inevitably have an incident (big or small), are the sane default to assign when you smell smoke. Service ownership expands the entire software development lifecycle, including incidents.</p><h2 class="header-anchor-post">Travel time<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§travel-time" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://www.bobbytables.io/i/103158245/travel-time" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p><span>When it comes to incidents, reaction and travel time matters. </span><a href="https://storymaps.arcgis.com/stories/381fcd4a36584aa28f9d836247d9a939">Smokejumpers</a><span>, for example, are trained to be airborne and enroute to a wildfire in a matter of minutes. When it comes to aircraft safety, getting out of the plane in less than 45 seconds best guarantees survival during an accident. Airplane safety cards, as it turns out, </span><a href="https://99percentinvisible.org/episode/in-the-unlikely-event/">actually work</a><span>.</span></p><p>So when it comes to software, what is the “safety card” procedure your teams can use? Oftentimes we call these runbooks or playbooks, but the goal is the same: getting to the point where you can mitigate an incident faster.</p><blockquote><div class="captioned-image-container"><figure><a target="_blank" href="https://substackcdn.com/image/fetch/$s_!snkw!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png" data-component-name="Image2ToDOM" class="image-link image2 is-viewable-img can-restack"><div class="image2-inset"><picture><source type="image/webp" srcset="https://substackcdn.com/image/fetch/$s_!snkw!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 424w, https://substackcdn.com/image/fetch/$s_!snkw!,w_848,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 848w, https://substackcdn.com/image/fetch/$s_!snkw!,w_1272,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 1272w, https://substackcdn.com/image/fetch/$s_!snkw!,w_1456,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 1456w" sizes="100vw"/><img src="https://substackcdn.com/image/fetch/$s_!snkw!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png" width="1456" height="609" data-attrs="{&quot;src&quot;:&quot;https://substack-post-media.s3.amazonaws.com/public/images/85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png&quot;,&quot;srcNoWatermark&quot;:null,&quot;fullscreen&quot;:null,&quot;imageSize&quot;:null,&quot;height&quot;:609,&quot;width&quot;:1456,&quot;resizeWidth&quot;:null,&quot;bytes&quot;:882536,&quot;alt&quot;:null,&quot;title&quot;:null,&quot;type&quot;:&quot;image/png&quot;,&quot;href&quot;:null,&quot;belowTheFold&quot;:true,&quot;topImage&quot;:false,&quot;internalRedirect&quot;:null,&quot;isProcessing&quot;:false,&quot;align&quot;:null,&quot;offset&quot;:false}" alt srcset="https://substackcdn.com/image/fetch/$s_!snkw!,w_424,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 424w, https://substackcdn.com/image/fetch/$s_!snkw!,w_848,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 848w, https://substackcdn.com/image/fetch/$s_!snkw!,w_1272,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 1272w, https://substackcdn.com/image/fetch/$s_!snkw!,w_1456,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 1456w" sizes="100vw" loading="lazy" class="sizing-normal"/></picture><div class="image-link-expand"><div class="pencraft pc-display-flex pc-gap-8 pc-reset"><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container restack-image"><svg aria-hidden="true" width="20" height="20" viewBox="0 0 20 20" fill="none" stroke-width="1.5" stroke="var(--color-fg-primary)" stroke-linecap="round" stroke-linejoin="round" xmlns="http://www.w3.org/2000/svg"><g><path d="M2.53001 7.81595C3.49179 4.73911 6.43281 2.5 9.91173 2.5C13.1684 2.5 15.9537 4.46214 17.0852 7.23684L17.6179 8.67647M17.6179 8.67647L18.5002 4.26471M17.6179 8.67647L13.6473 6.91176M17.4995 12.1841C16.5378 15.2609 13.5967 17.5 10.1178 17.5C6.86118 17.5 4.07589 15.5379 2.94432 12.7632L2.41165 11.3235M2.41165 11.3235L1.5293 15.7353M2.41165 11.3235L6.38224 13.0882"></path></g></svg></button><button tabindex="0" type="button" class="pencraft pc-reset pencraft icon-container view-image"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-maximize2 lucide-maximize-2"><polyline points="15 3 21 3 21 9"></polyline><polyline points="9 21 3 21 3 15"></polyline><line x1="21" x2="14" y1="3" y2="10"></line><line x1="3" x2="10" y1="21" y2="14"></line></svg></button></div></div></div></a><figcaption class="image-caption">Honestly someone should call 911 about this illustration, but you get the point.</figcaption></figure></div></blockquote><p>Greasing the mental wheels of an incident response team can dramatically decrease the amount of time an incident takes to be acted on, which overall decreases the amount of time that individual incident is impacting others.</p><h2 class="header-anchor-post">Response time matters<div class="pencraft pc-display-flex pc-alignItems-center pc-position-absolute pc-reset header-anchor-parent"><div class="pencraft pc-display-contents pc-reset pubTheme-yiXxQA"><div id="§response-time-matters" class="pencraft pc-reset header-anchor offset-top"></div><button tabindex="0" type="button" aria-label="Link" data-href="https://www.bobbytables.io/i/103158245/response-time-matters" class="pencraft pc-reset pencraft iconButton-mq_Et5 iconButtonBase-dJGHgN buttonBase-GK1x3M buttonStyle-r7yGCK size_sm-G3LciD priority_secondary-S63h9o"><svg xmlns="http://www.w3.org/2000/svg" width="18" height="18" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="lucide lucide-link"><path d="M10 13a5 5 0 0 0 7.54.54l3-3a5 5 0 0 0-7.07-7.07l-1.72 1.71"></path><path d="M14 11a5 5 0 0 0-7.54-.54l-3 3a5 5 0 0 0 7.07 7.07l1.71-1.71"></path></svg></button></div></div></h2><p>Every phase of an incident has things that can be improved, and response time has one of the highest returns on investment when reducing the overall impact of an incident. So assign your neighrborhoods, standardize your declaration, and get to the fire faster.</p><div class="subscription-widget-wrap"><div class="subscription-widget show-subscribe"><div class="preamble"><p>Thanks for reading this thought drop, I don’t write very often, but when I do you may want to know about it!</p></div><div data-component-name="SubscribeWidget" class="subscribe-widget"><div class="pencraft pc-display-flex pc-justifyContent-center pc-reset"><div class="container-IpPqBD"><form action="/api/v1/free?nojs=true" method="post" novalidate class="form form-M5sC90"><input type="hidden" name="first_url" value/><input type="hidden" name="first_referrer" value/><input type="hidden" name="current_url"/><input type="hidden" name="current_referrer"/><input type="hidden" name="first_session_url" value/><input type="hidden" name="first_session_referrer" value/><input type="hidden" name="referral_code"/><input type="hidden" name="source" value="subscribe-widget-preamble"/><input 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real investment is how fast you get there\",\"teaser_post_eligible\":true,\"title\":\"Incident travel time\",\"type\":\"newsletter\",\"video_upload_id\":null,\"write_comment_permissions\":\"everyone\",\"meter_type\":\"none\",\"live_stream_id\":null,\"is_published\":true,\"restacks\":0,\"reactions\":{\"\u2764\":1},\"top_exclusions\":[],\"pins\":[],\"section_pins\":[],\"has_shareable_clips\":false,\"previous_post_slug\":\"call-me-robert\",\"next_post_slug\":\"your-codebase-is-a-jenga-tower\",\"cover_image\":\"https://substackcdn.com/image/fetch/$s_!snkw!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png\",\"cover_image_is_square\":false,\"cover_image_is_explicit\":false,\"videoUpload\":null,\"podcastFields\":null,\"podcastUpload\":null,\"podcastPreviewUpload\":null,\"voiceover_upload_id\":null,\"voiceoverUpload\":null,\"has_voiceover\":false,\"description\":\"The real investment is how fast you get there\",\"body_html\":\"<p>How long does it take for you to \u201Carrive on scene\u201D for your incidents? That is, how fast did it take for you to go from receiving an incident notification, to dispatching the right team, to getting to the location of the fire? Many teams out there focus on mitigating an incident quickly, and overlook this critical metric that is the most squarely in your realm of control.</p><h2>Assembly time</h2><p>On-Call pages, customer support emails, and manual discovery are all unique ways we discover fires. In real life, we call emergency services (ie: 911) when we know something is wrong. But even 911 itself was an improvement on a convoluted system for getting help quickly. <a href=\\\"https://www.911.gov/about/the-national-911-program-celebrates-50-years-of-911\\\">Residents had to know the local number for police and fire emergency services</a> up until 1968, which is not very helpful when you\u2019re in a different city visiting and suddenly need help.</p><p>A standardized way of dispatching emergency services was a critical step to have full-cycle incident management for cities, especially ones operating at enormous scale like New York City. Since 2013, <a href=\\\"https://www.nyc.gov/site/911reporting/reports/end-to-end-repsonse-time.page\\\">NYC has been publishing their response times to 911 calls</a>. This data is a treat in so many ways, but it has a notable metric <em>missing</em>: resolution.</p><p>Instead, NYC focuses on the part that is within the realm of their control: How fast they can route a 911 call to the right team suited for the job, and how long it takes for that team to travel to where the incident is occurring.</p><h2>Assigning neighborhoods</h2><p>New York City, and every city for the matter, can quickly respond to incidents because of the careful organization and planning that has gone into which departments respond to which incidents, and which of those stations get dispatched to emergencies when a 911 call is received. When it comes to software, it\u2019s all too common to see teams haphazardly assemble before the first hypothesis on what is going wrong is formed.</p><p>Software teams can mimic the organization of cities by assigning which teams own which \u201Cneighborhoods\u201D of their stack. We can think of a software neighborhood as a functionality, a service, or even an entire environment. The important thing is to remember that these neighborhoods have assigned teams when an incident is being dispatched, much like a real fire department in Manhattan.</p><p>The best people to assign neighborhoods for incident management are the locals themselves. People who build the software that will inevitably have an incident (big or small), are the sane default to assign when you smell smoke. Service ownership expands the entire software development lifecycle, including incidents.</p><h2>Travel time</h2><p>When it comes to incidents, reaction and travel time matters. <a href=\\\"https://storymaps.arcgis.com/stories/381fcd4a36584aa28f9d836247d9a939\\\">Smokejumpers</a>, for example, are trained to be airborne and enroute to a wildfire in a matter of minutes. When it comes to aircraft safety, getting out of the plane in less than 45 seconds best guarantees survival during an accident. Airplane safety cards, as it turns out, <a href=\\\"https://99percentinvisible.org/episode/in-the-unlikely-event/\\\">actually work</a>.</p><p>So when it comes to software, what is the \u201Csafety card\u201D procedure your teams can use? Oftentimes we call these runbooks or playbooks, but the goal is the same: getting to the point where you can mitigate an incident faster.</p><blockquote><div class=\\\"captioned-image-container\\\"><figure><a class=\\\"image-link image2 is-viewable-img\\\" target=\\\"_blank\\\" href=\\\"https://substackcdn.com/image/fetch/$s_!snkw!,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png\\\" data-component-name=\\\"Image2ToDOM\\\"><div class=\\\"image2-inset\\\"><picture><source type=\\\"image/webp\\\" srcset=\\\"https://substackcdn.com/image/fetch/$s_!snkw!,w_424,c_limit,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F85177b64-2698-44ee-9e39-8d06232d69d4_4096x1714.png 424w, 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