One of the best dispatch systems to keep in mind is InterAct CAD. This system works well for 911 centers because they are built to work with multi-agency or multi-discipline situations. Telecommunicators operating the system have a variety of ways to start and end the calls, giving them some wiggle room in this situation. The system is also designed to be able to work with citizens, and to optimize its performance while in a call by having low downtime. It also adapts to each situation rapidly and is supported by the InterAct Maps system to quickly and efficiently route units.
TriTech is another system that 911 dispatch centers can use. With this system, those in need of help from 911 can text, call, send an image, or even send a video. Other forms of calling in are on the way as well. Calls can be prioritized by urgency by the call takers, and there’s even an ability to auto dial directly from the dispatch center. There are reduced costs for servers, monitors, etc. via TriTech as well since everything is consolidated. Calls can even be multi-tasked.
EnRoute is a third good system for 911. Their computer-aided dispatch (CAD) offers the ability for fire trucks, ambulances, and police squads to reach their destination – especially when time is of the essence. Computerized mapping systems are also available through EnRoute that allow routes to be planned in the spur of the moment for maximum efficiency in the community. There are record management systems (RMS) that comply with new regulations for keeping tabs on law enforcement and toll highway managements.
However, there are also dispatch systems that have failed. A dispatch center in Denver, Colorado recently had software upgrades. The software is not preforming as efficiently as the dispatchers would like them to. A note icon appears at the top of the screen – a simple box. It used to be a pop up window.
There are issues with new calls coming into the queue and not receiving the icon. There are no notifications for when the newest notes are added, and police departments are unable to react to situations properly because they cannot get the notifications in a clear fashion anymore. All of these changes – and complaints – came in fourteen days before a call to the dispatch center lit everything on fire.
The call lasted about 14 minutes. The woman’s husband shot and killed her before police could arrive. Had the software been working properly, she might still be alive today.