Real engagements, measurable outcomes PROVEN RESULTS ACROSS THE COUNTRY

We provided project management services to the jurisdiction of over 700,000 residents for the transition of an on-premises computer aided dispatch and mobile data systems to vendor-managed Software as a Service (SaaS) AWS GovCloud platform.

We supported the implementation of a cloud-based statewide computer aided dispatch capability with integration into an established law enforcement NIBRS records management system. This included pivoting a purchase agreement to align with the provider’s long term product strategy.

We have assisted numerous agencies with the selection and implementation of Next Generation 9-1-1 call taking systems and ESInets. In some cases, we assisted with the standing up locally hosted Automatic Location Information (ALI) data management systems as well as integration with established local government Geographic Information Systems (GIS) and existing workflows.

We provided technical assistance and project management for this transition to a new Emergency Response Center (emergency operations center) facility and backup capabilities. This included coordination with radio system providers and other regional emergency communications centers during go-live activities.

We provided an assessment of law enforcement, fire, and emergency medical service computer aided dispatch systems as candidate platforms for a consolidated countywide emergency communications center.

We have supported numerous system solicitation and implementation project management projects for multi-agency, multi-disciplinary computer aided dispatch systems. This included support for subsystem integrations, data conversion, telecommunicator and support personnel, and go-live activities.

We teamed with a local architect to provide a facility feasibility analysis of a backup dispatch center strategy for the City and County. The City government also requested an assessment of establishing a ‘hardened’ data center facility at the site and the development of an equipment relocation plan.

We teamed with architectural and engineering firms to provide an assessment of the existing 20,000 sq. ft. dispatch center and administrative offices, which included a specific space needs analysis.

We teamed with additional consulting firms to perform a formal Risk Assessment of the statewide radio project and deliver a compliant risk management report. This analysis also included a stakeholder outreach regarding radio system capabilities and future system planning.

We teamed with a radio engineer to complete an assessment of the police department’s voice radio system, including facility inspections, computer modeling of propagation, field testing, and interference analysis.

We are supporting facility design, building and furniture specifications, including layout and provisioning of a centralized technology center, facility surveillance and access control subsystems. The project also includes two new radio sites with towers for the microwave interconnection with a multi-county multi-agency radio system. The facility will implement industry best practices for maintainability and employee safety.

We initially developed an operating budget with line items for all cost categories as well as salary and benefits. We then developed a cost allocation model analyzing the various tasking and workloads of this multi-agency emergency communications center. This model also included a readiness to serve fee for transient agency utilization.

We initially reviewed the agency’s traffic and workload studies examining voice traffic and offered loads for the call center, including traffic modeling and resource (staffing) models using nationally accepted standard methodologies. We then developed an alternative service provider cost structure to compare the proposed fees against a dedicated call taking enterprise.

We initially developed a continuity of operations plan that considered operations at two geographically separate dispatch centers. We then projected the necessary capital and operating costs to execute on the plan, as well as the staffing plan that anticipated training an extensive number of new telecommunicators.

We provided space planning and technical assistance with establishing new technical facilities as well as additional console positions. We supported the client through facility commissioning, technical provisioning, and operational cutover.

We collaborated with the vendor to pivot a purchase agreement to an alternate cloud-hosted application offered by the same company. We subsequently participated in system configuration and transition activities through system go-live.

We developed a business plan for the countywide 9-1-1 program, with a specific analysis of the twenty-four-hour technical support framework of carriers, network and system providers, and local government resources, with consideration of available redundant system capabilities and availability performance goals. In an additional assignment, we provided an assessment of vendor performance including resolution of open trouble reports and change requests.

We completed a comprehensive area-wide public safety communications strategic plan, which included the evaluation of four separate communications center facilities, dispatch center and support staffing, and all technical aspects of 9-1-1, radio & wireless communications, tsunami warning systems, information systems, civic addressing, and geographic information systems.

We completed a cost benefit analysis of dispatch consolidation for eleven emergency communications centers in a county of twenty-four separate jurisdictions serving nearly 700,000 residents. Our team initially provided the business case in a Balanced Scorecard format for consideration by the board of directors. The recommendations included consolidating the eleven Primary PSAPs into two primaries while leaving consolidation of responder agency dispatch operations up to each jurisdiction. A key component was a shared countywide computer aided dispatch system where all calls for service were entered and managed.

We provided benchmarking of the configuration and operations for the existing Emergency Communications Centers (ECCs) within two counties having a service population of almost five million residents. We then provided an analysis of the migration of fire dispatch operations to a Primary PSAP configuration with law enforcement dispatch responsibilities for the jurisdiction, including staffing analysis and computer aided dispatch (CAD) systems integration requirements. A key component was clarifying decision criteria for public safety service delivery to executive leadership.

We initially developed comprehensive implementation plans for the joint city and county 9-1-1 board. We also drafted a model carrier service agreement as required by state statute.

We attended the monthly Board of Directors and provided subject matter expertise under contract to the state’s emergency communications board. We provided topical research and analysis to facilitate changes to statutes, supporting the anticipating collection of surcharges from pre-paid wireless provider accounts.

We provided support for the mayor’s task force in public forums, facilitating discussion and understanding of geographic information gathering and its application in 9-1-1 call taking. Our team had previously provided a strategic plan for upgrading their Enhanced 9-1-1 system and implementing wireless 9-1-1 capabilities.

We assisted in validating the feasibility of a statewide default public safety answering point, and accompanied departmental leadership providing regulatory commission testimony regarding 9-1-1 call routing as well as technical clarification regarding tariff considerations and carrier capabilities.

After our assessment report of the state’s 9-1-1 program, we provided legislative testimony as a subject matter expert to clarify the technical infrastructure and workflow implications of this initiative as well as supporting discussion of local government policy and fiscal issues.

We provided subject matter expertise to an analysis and recommendations for a joint/collaborative public safety information technology support function for all the county’s public safety agencies and eleven participating cities.

We provided an evaluation of the statewide 9-1-1 program, including assessments of the State program office, technical and fiscal programs, an evaluation of local-level 9-1-1 systems, and a comparison of the State’s program to similar programs in other states.

We provided technical assistance to local government attorneys with litigation support related to emergency communications systems and carrier-provided services. The local government case was successful, and they obtained a substantial cash judgement from the local exchange carrier.

We collaborated with the deputy commissioner to identify the best opportunities to improve unit efficiency. We provided in-person workshops, an online training portal, and coaching to unit and departmental leadership in change management, Lean Six Sigma, and value stream mapping topics.

We collaborated with center management to align policies and procedures with industry standards and best practices, as well as compose updated content to enable national training program certification. We also provided topical instruction at two telecommunicator training academies. Subsequently, the agency received APCO training program certification.