911 Call-Handling System Procurement and Implementation Support in San Francisco

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.

A Checklist for Securing Public Safety Answering Point Facilities, Personnel and Data

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.