Broward County Public Safety Communications Technology and
911 Call Taking / Dispatching Operations
Presented to Florida E911 Coordinators November 5, 2014
Broward County, Florida
Presented by: Brett Bayag Office of Regional Communications and Technology Broward County
• Population of over 1.85 million • 1,210 square miles • Includes large urban city of Fort Lauderdale, as
well as suburban, rural, and wetlands areas
Broward County, Florida
Broward County Annual 911 Call Volume
0
500,000
1,000,000
1,500,000
2,000,000
2007 2008 2009 2010 2011 2012 2013
911 Call Volume
Average ~ 1.5 Million 911 Calls per year
Wireless 80%
Wire Line 15%
VOIP 5%
2013 911 Calls by Class of Service
Wireless 80% Wire Line 15%
VOIP 5%
Broward County Public Safety Answering Points (PSAPs) (Prior to Consolidation)
• 10 PSAPs • Calls are routed to the
responding agency’s PSAP, based on the location of the 911 caller.
• Multiple Agencies Operating multiple PSAPs • Disparate Operating Procedures
– Disparate Call Answering and Handling Processes • Multiple points of required Call Transfers • Varying levels of performance • Opportunities for Economies of Scale
– Cost per call – Number of calls answered per equipped position
Broward County Public Safety Answering Points (PSAPs) (Prior to Consolidation)
Current Broward County (PSAPs) Regional Consolidated E-911 Communications System
• Consolidated County wide 911 Call Taking and Dispatching – Under the governance of the
County (Office of Regional Communications & Technology)
– One Operator (common policies, procedures, and protocols)
– Operating from three Consolidated PSAPs.
• Completed October 1, 2014 • Two Municipalities have opted to
postpone their decision to participate.
Broward County Public Safety Answering Points (PSAPs) (Before and After Consolidation)
Before After
New County-wide Non-Emergency Number
Consolidated Communications
29 Participation Agreements – (29 of 31 BC Municipalities) Lease agreements (Consolidated PSAPs operated out of Municipal PSAPs) Operator Agreement with Broward Sheriff’s Office (BSO) (to operate PSAPs) Call Flow Process – (Standard Protocols and call handling) City of Margate PSAP employees transferred to BSO City of Coconut Creek PSAP employees transferred to BSO City of Sunrise PSAP employees transferred to BSO City of Margate Technology Migration City of Margate Consolidated with City of Coconut Creek, Operated by BSO City of Pompano Beach PSAP migrated to North Regional PSAP (C. Creek) Ft. Lauderdale Technology Migration on Countywide CAD Ft. Lauderdale PSAP Migration to Central Regional PSAP (Sunrise) BSO Public Safety Bldg PSAP Migration to N., C, and S. Regional PSAPsa City of Hollywood employees transferred to BSO City of Hollywood PSAP Migration to South Regional PSAP (P. Pines) 911, CAD, and Radio Equipment Migration
Notable Accomplishments
ROADMAP
The Path to County-wide Consolidated Emergency DispatchBCCMA
REVIEW FEASIBILITY
BCCMA FEASIBILITY REPORT
BCCCC COMMITTEE FORMED
BOCC CREATE I-BOARD
I-BOARD FINAL REPORT
BOCC APPROVED FUNDING
AGREEMENTS (OPERATOR, PARTICIPATION, RILA)
N. CITIES JOIN BSO
CREEK AND MARGATE JOIN NORTH
POMPANO BEACH JOINSNORTH PSAP
FORT LAUD JOINS CENTRAL PSAP
PSB JOINS NORTH, CENTRAL, SOUTH
HOLLYWOOD JOINS SOUTH
May
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Nov
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Dec
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Jan-
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Mar
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Apr
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May
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Broward County County-Wide Consolidated Emergency Dispatch
Precursors: • 2002 Broward County Charter – Closest Unit Response • 2006 – Common Regional InterLocal Agreement (RILA)
Feasibility Study (BCCMA), Elected Officials Consolidation Recommendation (BCCCC), Implementation Recommendation (I-Board), County Board Approval
Execution of Participation and Operator Contracts
Contracts Project Execution
5 Months 12 Months
Systems and Operations Implementation
36 Months
Feasibility Studies, Implementation Recommendations, County Funding Approval
Reduced 911 Call Transfers and Total Call Volumes Stand Alone PSAPs vs. Consolidated PSAPs
Transfer Calls 2013 Stand Alone 2014 Consolidated Difference 10/1/13 to 10/31/13 10/01/14 to 10/31/14
TOTALS TOTALS Delta Delta % 911 Transfers 12,291 7,581 (4,710) -38.3%
Total 911 Call Transfers 12,291 7,581 -4,710 -38.3%
Stand Alone PSAPs vs. Consolidated PSAPs Emergency and Non-Emergency Calls
2013 Stand Alone 2014 Consolidated Difference 10/1/13 to 10/31/13 10/01/14 to 10/31/14
TOTALS TOTALS Delta Delta % 911 calls 115,442 120,823 5,381 4.7% Non 911 Calls Incoming 112,665 87,102 (25,563) -22.7% Non 911 Calls Outgoing 63,363 38,218 (25,145) -39.7%
Total Calls 291,470 246,143 -45,327 -15.6%
PSAP Performance Measurements Consolidated PSAP Performance Based Contract
Emergency Event
9-1-1 Call Initiated
Call Rings
at PSAP
Call Answer
Call Dispatch Unit Arrival
CAD Event
Closed
P1 9-1-1 Call Answer TimeP2 Time from Call Answered to Call Entered in CAD (and forwarded to Dispatcher)P3 Time from CAD Entry until a Unit is DispatchedP4 Time from Unit Dispatched until Unit Arrives on SceneP5 Time from Unit Arrives on Scene until Incident is Closed
Lifecycle of an Emergency Call
Prior to Scope of PSAP Operation
10 secsPSAP / Responder Dispatch Response TimePSAP 9-1-1 Call
Answer Time
Caller Interrogation and Call Entry into CAD
P1 P5P3P2 P4
PSAP KPI Operational Scope
• Key Performance Indicator Scorecards (review Monthly)
• Indicators distributed monthly to all Participating Members
Monthly Indicator Scorecard
P1 – 911 Call Answer Time (Busy Hour) Target: 90% Answered within 10 Seconds
P2/P3 – Time to Dispatch Target: 90% Dispatched within 90 Seconds
P1 Indicator Target Source: NENA Call taking Operational Standard/Model Recommendation, NENA 56-005 P2/P3 Indicator Target Source: NFPA 1221
Next Steps Clean up and Optimization
• Operations Review Meetings – Trouble Reporting Process (for participating
agencies) – Monitor Performance, stratify root causes – Process/Policy Deployment
• Regional Network Deployment – Share resources and deliver calls across three
PSAPs in a FIFO, longest idle call taker • Text to 911
• VIPER (Voice over IP for Emergency Response) – 2009 – 2012 : VIPER Replaced Intrado Lifelines
• Broadband IP Network – IP backroom equipment – CAMA gateways convert 911 Calls to SIP – Power 911 Intelligent Workstations replaced Legacy IAP+ call
taking positions – Scalable to NG-911 (text to 911, images, etc.)
• Serve multiple PSAPs with a single VIPER Network
Technology Consolidation Broward County IP PSAPs
Broward County E911 Data Model • Reliable and Survivable System
911 Call
(Host Node)
(Host Node)
(Remote Site)
(Remote Site)
IP PSAP
County-wide CAD Participants Fire Rescue
(Post Consolidation Project)
County-Wide (Police and Fire Rescue)
Non County-Wide
County CAD
Municipal CAD
29 of 31 Participation Agreements
• Coral Springs
• Plantation
2 Outstanding Agreements
Focus Auto-Aid Agreements
County-wide Participant
Legend
COMMON CAD PARTNERS
Non County-Wide Participant
Circa. 2002 Historical View
Collaboration
Current