Building a resilient dispatch center with PremierOne CAD Services

When the phone rings in a dispatch center, the world narrows down to a single moment. It is a voice in need, a responder ready to act and the invisible thread of technology that connects them.

We often talk about Computer-Aided Dispatch (CAD) systems in terms of servers, software versions and uptime percentages. While those metrics matter, the real story is about the people at the consoles and the communities relying on them. It is about the confidence a dispatcher feels when they know their tools will work regardless of the chaos on the other end of the line.

Dispatchers operate in a landscape that is more demanding than ever. They rely on you to keep these complex systems running perfectly, and we know that shouldering this burden alone can be challenging.

Building a resilient dispatch center is about more than just software. Motorola Solutions brings the specialized tools and support experts to help you achieve your goals reliably, every time and without delay. We work alongside your team to provide the specialized support needed to sustain a secure, high-performance environment so you can keep your dispatchers focused on what they do best.

Starting strong: The foundation you already have

Think of your PremierOne® CAD subscription as the bedrock of your operation. It provides the essential tools your agency relies on every day to protect the community. To help your team navigate these mission-critical requirements, we include a layer of support directly in your subscription.

This foundation of embedded support serves as a daily safety net. It is designed to give your onsite team the technical resources and software maintenance they need to keep operations moving smoothly.

What’s already in your corner?

A strong foundation provides the minimum all agencies need, but for many, it is only the starting line. Moving beyond self-managing your deployment to a collaborative partnership can help you reach your specific reliability and configuration goals. To truly take the weight off your shoulders, we must look at what happens before a system even has the chance to break.

Maintaining stability: Proactive care for long-term success

Maintenance and optimization services help you flip the script on system management. This proactive tune-up provides the peace of mind that comes from knowing your infrastructure is being watched over by a partner who cares about your stability as much as you do. 

By working alongside your team, we help provide the specialized support needed to sustain a high-performance environment.

These services include:

• Hardware refresh: We work together to plan and execute a five-year hardware replacement cycle. This helps keep your infrastructure reliable, efficient and fully prepared for whatever comes next.
• Dedicated system expertise: Managing a CAD system requires deep expertise and consistent attention. You can engage a Dedicated System Administrator who works with you full-time or a Remote Application Administrator who helps out as needed. These experts act as an extension of your team by managing system best practices and building the internal and external relationships needed for success. Our experts will be with you from the moment your system is implemented to help you navigate technical complexities and reach your specific performance goals. From system administration to application administration, we help your technical staff augment their impact.
• System Health Service: If you choose to handle the heavy lifting with your local team, you still need key elements covered consistently. This service covers vital monthly Windows patching and server reboots to resolve risks before they impact your operations. It also includes annual audits and health checks to identify potential issues and keep your environment operating at peak performance.

Enhancing oversight: Protecting your CAD system from downtime

Emergency services are frequent targets for cyber attackers. According to the latest Public Safety Threat Alliance (PSTA) intelligence report, there were 382 cyberattacks targeting public safety agencies last year. A “set it and forget it” approach to security is not enough to protect your mission-critical operations.

The report also reveals that 66 percent of mission-critical incidents now involve CAD systems. Our optional monitoring and security services help you move from a defensive posture to a proactive approach by providing dedicated monitoring for your system. These services work with your team to give you the 24/7 vigilance required in today’s threat landscape.

These services include:

• System Health Monitoring: We keep a watchful eye on your hardware and applications around the clock to detect technical failures. This is distinct from cybersecurity monitoring and helps support uptime by resolving technical issues often before your dispatchers notice a problem.
• Managed Detection and Response (MDR): We do more than block malware; we stop the attacker. By monitoring every phase of an attack through a comprehensive set of security controls, we protect your operations and help you maintain CJIS compliance.
• Cyber Professional Services: Sometimes the biggest risks are the ones you cannot see. Our experts dive deep into your technology, processes and staff training to uncover vulnerabilities so you can resolve them before they are exploited.

True resilience comes from combining these security measures with the collective intelligence of the wider public safety community. The Public Safety Threat Alliance (PSTA) is a no-cost organization that serves as a hub for cyber threat intelligence. It provides members with actionable analysis and automated threat feeds. Joining this network of peers is just as important as the technology you use to defend your systems, as it improves your collective awareness and response readiness. 

The extra mile: Specialized support

Every agency is unique. While standard support covers the day-to-day, you may need specialized help for extraordinary moments. Whether you are managing a rural county or preparing to host a major global event, we offer optional services to help you scale up when it counts.

• Special Event Support: Preparing for a high-profile situation like an election, championship game or holiday parade requires extra vigilance. We provide onsite staffing for surge support and real-time monitoring tailored to your event. For high-stakes operations like the Super Bowl or upcoming FIFA World Cup matches, our teams work in tandem with yours to address system health items proactively and help technology perform at its peak.
• Hardware Repair Coordination: We serve as your single point of contact to coordinate all repairs with third-party vendors.
• Summit Attendance: This service provides tickets to Motorola Solutions Summit, our premier annual technology training conference where your team can attend dedicated sessions focused on strengthening expertise and operational readiness. Visit the Summit 2026 website for more information on our upcoming conference happening April 19 – 22, 2026 in Orlando, Florida! 

A future built on partnership

Providing for the safety of your community is a significant undertaking that requires more than just the right tools. It requires a partner dedicated to your long-term success. By leveraging the full suite of PremierOne CAD services, your agency can move beyond a self-managed model to a partnership for more resilient, proactive and secure operational support.

Whether you need to look after your system through proactive maintenance, watch over your data with 24/7 security monitoring or expand your expertise through world-class training, Motorola Solutions is committed to strengthening your frontline.

Ready to build a more resilient future together? Visit our PremierOne CAD website or reach out to your representative to start the conversation.