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

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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