Pioneering Emergency Response Systems
The earliest known computer-aided dispatch (CAD) system was developed in the mid-1960s. In the late 1960s and early 1970s, a significant advancement emerged with the development of the Emergency Command Control Communications System (ECCCS). This system introduced a more efficient method for dispatching and managing resources through the use of CAD, mobile data terminals, networks, geographic information systems and automatic vehicle location. ECCCS not only facilitated dispatching but enhanced communication and coordination during emergencies. Although the Los Angeles Police Department envisioned integrating these systems by building ECCCS, today, CAD—not ECCCS—is the standard term used to reference or describe existing systems.
Shortly after the introduction of the first CAD systems, 911 was established as the universal emergency number in the late 1960s. While CAD became commonplace in public safety agencies during the 1970s and 1980s, widespread access to 911 only reached roughly 50% of the population by the late 1980s. It wasn’t until the late 1990s that a majority of the United States was covered by basic 911 services. Today, few emergency communications centers in the United States operate without both CAD and 911 systems.
Designing 911 systems to collect and manage data directly and fostering interoperability with other services, we can create a more integrated and responsive emergency communication infrastructure
911: The Younger Sibling
The later widespread adoption of 911 systems left them as the “victim,” akin to a younger sibling, in the ways they operate. Early 911 phones systems did not involve computers and when they eventually did become computer-based, the CAD systems were already collecting the call-taking data. To realize their full potential, 911 systems—along with their consumers and respective vendors—must recognize the distinct roles of 911 and CAD systems.
CAD systems are designed for efficiently dispatching and managing resources, relying heavily on information input by telecommunicators. In contrast, 911 systems have always been about connecting people in need with someone who would collect information about that need, traditionally through telephone calls with input being typed into a CAD system. While the digits, 9-1-1, remain the conduit to that someone, the sources for the data collection have evolved with technology. Data sources have expanded to include alarms, wearable technology, smart homes, smart cars and other internet of things (IoT) solutions. These technologies transmit information that connects individuals in need to the systems collecting that data. While 911 is one of those systems that can provide data to CAD, the other technologies can simultaneously provide the information to the 911 call-taker or feed directly into CAD. Where possible and necessary, the data from 911 and these other systems should be accessible to 911, dispatchers, emergency responders and other organizations simultaneously.
Reasons 911 Systems to Assume Their Place
CAD systems present significant complexity due to the intricate set of rules they must follow. These rules are based on various factors such as call type, available resources, geographic considerations and numerous parochial, organizational elements specific to dispatching and resource management. Additionally, vendors who sell CAD systems often struggle to maintain customer satisfaction because of the nuanced requirements each customer presents. This difficulty in meeting diverse client needs has led some vendors to exit the market. Furthermore, while CAD systems primarily focus on dispatching and resource management, there is a of lack incentives in enhancing the call-taker experience.
By integrating call-taking information within the 911 system, data can be seamlessly distributed to various entities such as CAD systems, animal control, mental health counselors, electric companies and local welfare assistance organizations—any organization capable of addressing the specific needs identified during an emergency call. This approach ensures that the 911 system serves as the primary data source, enabling call-takers to collect and deliver information to any CAD system independently. As a result, CAD vendors are encouraged to design their systems to ingest data from the 911 system. Additionally, the implementation of integration frameworks, including the Automated Secure Alarm Protocol, CAD-to-CAD interfaces, gunshot detection systems, artificial intelligence camera systems and frameworks like the National Emergency Number Association (NENA) Emergency Incident Data Object, facilitates robust data sharing. These solutions can either send data directly into the 911 systems for processing and review or transmit it straight to CAD systems, thereby expediting the delivery of critical information to responders in the field.
Standard exists for call-taking data so including those requirements in 911 system design is easy. NENA defines minimum information requirements for emergency calls, which include the incident location, caller identity, nature of the emergency and a callback number. Moreover, the use of established call processing scripts further standardizes the information-gathering process, making data collection straightforward and reliable.
Implementing the Vision
To achieve this vision, customers will need to require that vendors design 911 systems that distribute all information collected by the calltaker not just the CDR data. Currently, CAD systems ingest the CDR data from 911 systems and receive robust information from external sources through CAD-to-CAD and ASAP interfaces. With more comprehensive data payloads from 911 systems – think CDR that includes information from collected from the call, organizations can subscribe to these services, allowing information to flow seamlessly from calltakers to the subscriber’s CAD.
For calls routed through Next Generation Core Services or otherwise, agencies can subscribe to data feeds from 911 centers, ensuring a continuous flow of information and facilitating the seamless transmission of critical data to enhance the overall efficiency of emergency response operations. Separating call-taking aspects from CAD systems does not pose significant challenges for organizations, as Chiefs prioritize receiving complete and timely information in their CAD systems. In fact, delivering vetted data directly to CAD allows responders to access necessary information more quickly, thereby improving response times and operational effectiveness. Since 911 has become a catchup and not all calls require law enforcement, fire, or medical responses, the gathered information can be transmitted to organizations better equipped to assist or support the response, such as animal control, mental health counselors, electric companies, local welfare assistance agencies and autonomous responders.
Conclusion
The evolution of 911 systems beyond the current CDR are essential for enhancing emergency response efficiency and effectiveness. By designing 911 systems to collect and manage data directly and fostering interoperability with other services, we can create a more integrated and responsive emergency communication infrastructure. Embracing this change will ensure that both 911 and CAD systems work synergistically, acknowledging 911 systems as the late bloomers that are coming into their own.
