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What is an Intelligent
Command Center?

In the Intelligent Command Center, public safety answering points (PSAPs) rely on modern software, especially those with artificial intelligence, automation, and interoperability to connect workflows, simplify agency operations, and empower the PSAP team.

What challenges impact PSAP readiness and responsiveness?

The PSAP director faces these challenges:

Staffing: The PSAP workplace remains one of the most highly stressful work environments leading to high turnover and challenges in hiring. PSAP directors seeking to broaden the hiring pool, need to attract new talent, including young digital native professionals.

Usability: The fast-paced, high-stakes environment challenges PSAP directors to stay ahead of technology and processes, while at the same time ensuring that PSAP technology staff work seamlessly between systems and have systems built to match how they work.

New Data Sources: New types of data including video feeds, body-worn camera footage, and SMS messages provide valuable information, but also challenge PSAP directors to manage that data appropriately for each member of the PSAP staff.

The PSAP IT director faces these challenges:

Cybersecurity Breaches: Cybercrime is on the rise. The number of cyber attacks is trending upward – and those attacks are becoming increasingly sophisticated, taking advantage of new technologies and thwarting the PSAP mission. These PSAP threats come in the form of malware and ransomware attacks that threaten to interrupt 9-1-1 call services. These attacks put stress on continuity and recovery plans.

Technology: Dealing with multiple vendors, disconnected or siloed PSAP technology, and aging systems challenge IT directors to meet key performance indicators for uptime, reliability, and security.

What are the characteristics of an Intelligent Command Center?

Confidence: In the Intelligent Command Center, PSAP directors and IT managers are confident that there is no single point of failure. Data moves seamlessly from one system to the next and threats to downtime are mitigated.

Interoperability: The Intelligent Command Center relies on system software purposely engineered for intelligent interoperability, making it easy to add new technology or connect systems.

Intuitive: An Intelligent Command Center offers software that automates workflows and simplifies processes that fits the PSAP operators’ needs in the exact moment.

Secure: An Intelligent Command Center requires that security measures and protection are built directly into platforms and systems, protecting against cybersecurity threats.

Ready: In the Intelligent Command Center the solutions require minimal training thanks to intuitive interfaces, automated workflows and simplified processes.

What capabilities does the Intelligent Command Center include?

An Intelligent Command Center includes the following:

NGCS and NG9-1-1 Call Handling:

IP Call Routing: Saves seconds on response time; seamlessly connects all available resources.

Real-time 9-1-1 call transcription and monitoring: Increase situational awareness across all agency personnel.

Citizen Input: Integrate visual content from citizens to better prepare first responders.

Integrated Call Control: Enable efficient workflows to rapidly answer calls, create incidents, dispatch response, and release calls.

CAD and CAD Console:

Radio Device Integration: Provide the ability to view responder location and status on a CAD map to improve situational awareness.

Dispatch Console Integration: Unify communications and manage talk groups over any network.

Cloud Capabilities: Enable PSAP operators to securely view CAD information from anywhere, even when not present on the dispatch floor.

Situational Awareness and Location Intelligence:

Location and Mapping: Display incident, responder, and caller location in real-time, along with relevant GIS layers for improved response.

Workflow Automation: Enable PSAP operators to set rules to automate map actions to streamline workflows and speed responses.

Real-Time Video: Support PSAPs with the ability to view and manage any video management system (VMS) with live video streaming and replay for real-time situational intelligence to inform responders and provide incident context.

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