A computer aided dispatch (CAD) system is the combination of hardware (computers and communication systems), software applications for call-taking and resource-tracking, and the personnel trained to use them. The initial purchase or upgrade of a CAD system is a significant purchase that should involve a careful needs assessment, analysis of available systems, site visits to other departments, and a structured RFP process.
Rick Thomas, Emergency Communications Supervisor of the Cary North Carolina Police Department, is nearing the completion of a two-year process to upgrade his department’s CAD system. He explained to me that the top two considerations for purchasing a CAD system involve interoperability and receiving and transferring data.
1. Interoperability in a CAD system means a CAD to CAD interface. For example, County A receives a 911 call for a motor vehicle collision with injuries and entrapment near its border with County B. The nearest fire and EMS response might be stationed in county B. CAD to CAD interoperability allows the Public Safety Answering Point (PSAP) operator in County A to relay information to County B for dispatching the appropriate units without having to make an additional phone call or radio communication. Another use of CAD to CAD interoperability is for automatic mutual aid requests. For example, a caller reports an active structure fire to a municipal PSAP operator who knows that additional fire response is needed from neighboring communities that are dispatched by the County PSAP. CAD to CAD interoperability allows transfer of the call information to the County PSAP without having to place an additional phone call or radio communication.
2. Smartphones equipped with video, image, and audio capturing ability are becoming increasingly prevalent. A CAD system needs to have the current or future ability to receive data other than voice phone calls. Data could include pictures, video, and data from Automatic Collision Notification systems like OnStar. For example, a bystander could shoot a 20-second video of an accident scene. The information in the video could help a PSAP operator determine the location and jurisdiction of the incident and the response resources needed. The CAD system could forward the caller’s video to the responding units to review as they travel to the scene. Finally, CAD to CAD interoperability would allow the sharing of data between PSAPs.
Mr. Thomas outlined the steps in his department’s fact-finding and decision-making process for a new CAD system:
Step 1: Issue a request for information to CAD vendors.
Step 2: Review information to formulate a request for proposals from vendors that meet the capabilities the agency or department is seeking in a CAD system.
Step 3: Ask CAD vendors for demonstrations at the agency.
Step 4: Call and visit other agencies using CAD systems that are being considered.
Step 5: Issue a request for purchase based on specific needs and budget determined in previous steps.
With a purchase this complex, there are certainly many other issues to consider. An additional critical issue is the capability of the CAD system for Automatic Vehicle Locator (AVL) response. AVL functionality is probably the easiest part of the process. The more complex issue is establishing interagency policies for the closest unit to be dispatched to all or certain call types.
Finally, Mr. Thomas recommended anyone involved in purchasing a CAD system to read Standard Functional Specifications for Law Enforcement Computer Aided Dispatch (CAD) Systems from the Law Enforcement Information Technology Standards Council.
Any other suggestions for purchasing computer aided dispatch systems? Anything we missed in the list above? Leave a comment below or email products@ems1.com with your feedback.
