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The Communications Center of the Future

Post Date:04/11/2017 9:00 AM

Public safety dispatching is in a constantly evolving as a result of new technology. In addition, as the industry changes so do its best practices. To improve the function and operation of the City’s Communication Center its Manager, Judi Dziuba, is enhancing the infrastructure to prepare for future needs,. including:

  • Upgrade of audio logging server and software to record radio traffic and 9-1-1- phone lines. This system includes quality assurance and training programs. 
  • Replace the Communications Center 911 phone system to provide a stronger ability to manage calls from a wireless device as well as better location services. In addition, the new phone system has the infrastructure to accept text messages. While this feature is still being developed, the City of Santa Clara is working on an interim solution to receive texts to 911 in the near future.
  • A new Computer Aided Dispatch (CAD) system will be implemented by Spring, 2018. CAD software manages the processing of incoming calls and their transformation into dispatches to fire and police responders in the field. CAD systems accept data related to the call, support the various protocols used by dispatchers, integrates a geographic information system (GIS) and maintain statistics on the handling of the call.
  • A new CAD system will also provide the officers with new software on the computers in their patrol cars. This will include enhanced mapping, routing capabilities and overall more functionality. Along with some changes in routers that will be deployed in the patrol cars, this new system will give the officers better connectivity, faster service and stability with their mobile devices.

These enhancements will provide staff with better technology resources to serve the Santa Clara community more efficiently.


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