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.