Broward Nov 2014

Broward County, Florida
Broward County
Public Safety Communications Technology and
911 Call Taking / Dispatching Operations
Presented to Florida E911 Coordinators
November 5, 2014
Presented by:
Brett Bayag
Office of Regional Communications and Technology
Broward County
Broward County, Florida
• 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 Annual 911 Call Volume
911 Call Volume
2,000,000
Average ~ 1.5 Million 911 Calls per year
1,500,000
1,000,000
500,000
0
2007
2008
2009
2013
911 Calls by Class of Service
Wireless 80%
Wire Line 15%
VOIP 5%
2010
2011
Wire Line
15%
2012
2013
VOIP
5%
Wireless
80%
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.
Broward County Public Safety Answering Points (PSAPs)
(Prior to Consolidation)
• 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
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
Notable Accomplishments
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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
Broward County
County-Wide Consolidated Emergency Dispatch
ROADMAP
The Path to County-wide Consolidated Emergency Dispatch
POMPANO BEACH JOINS
NORTH PSAP
BCCCC
COMMITTEE FORMED
36 Months
Feasibility Study (BCCMA), Elected Officials Consolidation Recommendation
(BCCCC), Implementation Recommendation (I-Board), County Board Approval
Feasibility Studies, Implementation
Recommendations, County Funding Approval
Oct-14
Sep-14
Jul-14
Jun-14
Apr-14
May-14
Mar-14
Jan-14
AGREEMENTS (OPERATOR,
PARTICIPATION, RILA)
FORT LAUD JOINS
CENTRAL PSAP
CREEK AND MARGATE
JOIN NORTH
5 Months
12 Months
Contracts
Project Execution
Execution of Participation and
Operator Contracts
Precursors:
• 2002 Broward County Charter – Closest Unit Response
• 2006 – Common Regional InterLocal Agreement (RILA)
PSB JOINS NORTH,
CENTRAL, SOUTH
Feb-14
Dec-13
Oct-13
Nov-13
N. CITIES
JOIN BSO
Sep-13
Jul-13
Aug-13
Jun-13
Apr-13
I-BOARD
FINAL REPORT
May-13
Mar-13
Jan-13
Feb-13
Dec-12
Oct-12
Nov-12
Sep-12
Jul-12
BOCC
APPROVED FUNDING
Aug-12
Jun-12
Apr-12
May-12
Mar-12
Jan-12
Feb-12
Dec-11
Oct-11
Nov-11
Sep-11
Jul-11
Aug-11
Jun-11
Apr-11
May-11
Mar-11
Jan-11
BOCC
CREATE I-BOARD
Feb-11
Dec-10
Oct-10
Nov-10
Sep-10
Jul-10
Aug-10
Jun-10
May-10
BCCMA
FEASIBILITY REPORT
Aug-14
BCCMA
REVIEW FEASIBILITY
HOLLYWOOD
JOINS SOUTH
Systems and Operations
Implementation
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
12,291
7,581 (4,710)
911 Transfers
Total 911 Call Transfers
12,291
7,581
-4,710
Delta %
-38.3%
-38.3%
Stand Alone PSAPs vs. Consolidated PSAPs
Emergency and Non-Emergency Calls
2013 Stand Alone 2014 Consolidated
911 calls
Non 911 Calls Incoming
Non 911 Calls Outgoing
Total Calls
Difference
10/1/13 to 10/31/13
10/01/14 to 10/31/14
TOTALS
TOTALS Delta
115,442
120,823 5,381
112,665
87,102 (25,563)
63,363
38,218 (25,145)
291,470
246,143
-45,327
Delta %
4.7%
-22.7%
-39.7%
-15.6%
PSAP Performance Measurements
Consolidated PSAP Performance Based Contract
Lifecycle of an Emergency Call
Call
CAD
Emergency 9-1-1 Call Rings Call Caller Interrogation and
Call
Unit Arrival Event
Call Entry into CAD
Event
Initiated
Dispatch
at Answer
Closed
PSAP
P1
Prior to Scope of PSAP
Operation
10 secs
PSAP 9-1-1 Call
Answer Time
P1 9-1-1 Call Answer Time
P2
P3
P4
P5
PSAP / Responder Dispatch Response Time
PSAP KPI Operational Scope
P2 Time from Call Answered to Call Entered in CAD (and forwarded to Dispatcher)
P3 Time from CAD Entry until a Unit is Dispatched
P4 Time from Unit Dispatched until Unit Arrives on Scene
P5 Time from Unit Arrives on Scene until Incident is Closed
• 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
Technology Consolidation
Broward County IP PSAPs
• 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
Broward County E911 Data Model
• Reliable and Survivable System
IP PSAP
(Remote Site)
(Host Node)
(Remote Site)
911 Call
(Host Node)
County-wide CAD Participants
Fire Rescue
(Post Consolidation Project)
County CAD
County-Wide (Police and Fire Rescue)
Municipal CAD
Non County-Wide
29 of 31 Participation Agreements
2 Outstanding Agreements
• Coral Springs
• Plantation
Focus
Auto-Aid Agreements
COMMON CAD PARTNERS
Historical View
Current
Circa. 2002
Collaboration
Legend
County-wide Participant
Non County-Wide Participant

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