Special Industry Series: Topics that Matter When Seconds Matter
You may recall that our previous post shared why evolution matters on the move to Next Generation 9-1-1. Being able to make changes to your systems and operations on your terms ensures the successful adoption by your call takers and dispatchers so they never miss a beat. A cookie-cutter or revolutionary approach doesn’t permit the flexibility you need and frankly shouldn’t be imposed on 9-1-1 Agencies – all of which have unique needs.
In this post, the latest in our “Topics That Matter When Seconds Matter” series, we look at the connection between evolution and the technology partner you select to help make the journey to NG9-1-1. In fact, choosing the right technology partner is one of the most important decisions you face.
Two of your colleagues, Rea Washington and Greg DeWolf, spoke with us about the value of the right technology partner. They share how the evolution of Motorola Solutions’ NG9-1-1 technology alongside their operational changes aligns with their needs and supports their long-term goals, among other benefits.
The Benefits of Evolving to Text-to-9-1-1
Rea is the 9-1-1 Program Manager for Ark-Tex Council of Governments (ATCOG) which oversees the 9-1-1 planning for 48 cities and 10 counties in Texas, as well as one county in Arkansas. She describes the support of the Motorola Solutions team in ensuring ATCOG stakeholders understood how Text-to-9-1-1 would integrate with their existing VESTA® 9-1-1 system.
For Rea, that assistance “was a godsend.” Plus, when the decision was made to move forward with adding Text-to-9-1-1 to the VESTA system, the evolution allowed call takers to easily adjust, using one screen for both voice and text.
Greg DeWolf, the Operations Manager for Wayne County, NY, also attributes his call takers’ success to evolution. Wayne County, a rural area home to approximately 90,000 people, migrated to the NG9-1-1 CallWorks CallStation in 2016 and added its integrated Text-to-9-1-1 solution two years later. Greg recounts the ease of doing both due to the technology’s design, as well as the evolution.
He also gives credit to Motorola Solutions’ training options. While implementing CallWorks CallStation, Wayne County 9-1-1 moved into a new facility and deployed a new CAD system. So, being able to utilize Motorola Solutions’ online training allowed them to easily get their personnel up to speed, while maintaining focus on other critical aspects.
The Bigger Picture of Evolution: A Unified Workflow
Rea’s and Greg’s stories show success is most possible when you can trust in two things: the technology will evolve to meet your unique needs, and you can count on a team to back it up. As Rea says, “there is a world that goes on behind the 9-1-1 call that most people don’t know about.” Motorola Solutions knows that world inside-out. And like Rea, we understand that, with the new data coming into the 9-1-1 center, that world will only get bigger and more complex.
Public safety agencies will soon face an imbalance in how much they can consume versus what they can use quickly and intelligently without the help of a unified workflow and artificial intelligence (AI) as the essential assistant. That’s why the work we are doing to help you evolve goes beyond call handling. We are addressing the entire public safety workflow with our CommandCentral software suite, which integrates the different elements of the public safety workflow from call routing to call handling, CAD, records and evidence — into one unified workflow.
The Next Focus for Evolution
Join us back here next month when we’ll look at another critical element in the evolution to NG9-1-1— the pros and cons of visual content coming into the PSAP. Hear from more of your colleagues on how they see the impact of visual content affecting their PSAPs and personnel.
As we wrap up, we want to extend a big thank you to Rea and Greg for allowing us to get their thoughts on video. Hearing from the PSAPs we serve is invaluable for all our efforts, helping us all move forward together.