The Mission-Critical Resource Center

In Summary: 

• Memphis Police and 911 Communications was challenged by aging infrastructure, antiquated systems and an understaffed 911 center.
• To help overcome these challenges, the Shelby County 911 District completed two 911 center staffing studies, built a new state-of-the-art 911 center, and an upgraded computer-aided dispatch (CAD) system.
• Today, the situation in Memphis has taken a 180-degree turn. The District has decreased their average time to answer a call from 90 seconds to 6 seconds.

From migrating to a new facility, acquiring forward-looking, mission-critical technology to integrating data originating from modern, digital-based devices, Mission Critical Partners is helping public safety organizations feel peace of mind and realize greater success during complex initiatives. Learn more about the benefits of working with a consultant in our infographic below.

In Summary:

• A Pennsylvania statewide EOC agency suffered from a lack of space at an aging facility that prevented them to introduce new technology and replace antiquated systems.

• MCP and its partner, SCHRADERGROUP, worked together to help PEMA build a new state-of-the-art facility and ancillary building that opened in July 2016.

• The new facility is considered a crown jewel that dramatically enhances PEMA's operational and administrative capabilities

Overview and Agency Challenge

An Emergency Operations Center (EOC) facility located in Harrisburg, PA is home to the Pennsylvania Emergency Management Agency (PEMA), a cabinet-level agency that is tasked with coordinating prevention, preparedness, response and recovery activities related to natural and man-made emergencies in the Commonwealth of Pennsylvania. Lack of space and age prevented them from serving the needs of a statewide EOC and limited their ability to introduce new technology and replace aging systems.

In Summary:

• The San Francisco Department of Emergency Management sought a robust, modern call-handling solution and needed guidance defining requirements, as well as during the procurement and implementation process.

• In 2017, they hired Mission Critical Partners to help them build requirements, and to support the agency's implementation efforts.

• The new call-handling solution has played a role helping 911 call-answering times improve.

"MCP's guidance during the procurement stage was invaluable. Their familiarity working with 911 call-handling system vendors and their knowledge of the newest technology and vendors available played an essential role helping us feel more comfortable with the requirements-gathering and RFP process."

Jun Chen, PMO Manager, City and County of San Francisco

Overview and Agency Challenge

The city of San Franscisco Department of Emergency Management (DEM) sought a robust, modern call-handling system that would support its 42 call-taking positions. A second requirement was a path to a National Emergency Number Association (NENA) i3-compliant system and meeting public safety standards for performance and reliability. They looked for a partner that could provide guidance defining requirements, as well as during the procurement and implementation process.

In Summary:

• Government facilities are being targeted by hackers, cyber criminals and active shooters, a trend that is increasing in frequency.

• Most security breaches are borne of comparatively benign circumstances, such a routine password changes or the use of personal devices in the workplace.

• Physical breaches of a public safety answering point (PSAP) can be equally as devastating.

Several alerts have been issued by the Department of Homeland Security (DHS) that government facilities are being targeted by hackers and cybercriminals, a trend that DHS expects will increase. This includes PSAPs, also known as 911 centers. Sometimes personnel click on a link found on a website or in an email and unwittingly unleash a computer virus or malicious code known as malware. Often the breaches come in the form of denial-of-service or ransomware attacks.