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  • US: Several California Counties Move Toward Next-Gen 911

    Next-Generation 911 systems are heralded for their ability to pinpoint caller locations during an emergency while handling the sorts of data coming from smartphones.

    Several counties in California are moving forward with phasing out their decades-old emergency 911 systems, and replacing them with digital versions capable of moving more data faster for improved location accuracy.

  • US: Smart911 to Speed Emergency Response in Honolulu

    Honolulu is adopting Smart911, which allows first responders to get crucial details on any emergency situation.

    The Honolulu Police Department plans to launch a program that would provide first responders with medical, health and other information on callers to help improve response times.

    Smart911 allows residents to create a free online profile and input medical and health information, address, emergency contacts and other details. The information, which is registered to a phone number, will appear to dispatchers when a 911 call is made and can help first responders more quickly find the location of an emergency.

  • US: South Carolina County Launches Smart 911 Program

    The Beaufort County Sheriff's Office new Smart911-- a program created to get information to dispatchers quicker -- could mean you get help faster throughout the county and on Hilton Head Island in S.C.

    When you call 911, you're not likely to be at your calmest.

    The Beaufort County, S.C., Sheriff's Office new Smart911-- a program created to get information to dispatchers quicker -- could mean you get help faster throughout the county and on Hilton Head Island.

  • US: Tennessee Strives to be a Next-Gen 911 Leader

    Tennessee officially broke ground on a next-generation 911 network a few months ago, beginning work on a project that had been in the planning stages for years.

    Next-gen 911 networks expands upon traditional land line contact with law enforcement to provide an IP network for enhanced service, a technology that officials say will improve public safety. Tennessee officials believe the state is one of the first to begin the implementation phases for a statewide next-gen 911 network. Officials project the network will be complete in 2013.

  • US: Tennessee: Dyersburg: Integrating 311 and 911 Streamlines Operations

    The technology behind a good call center experience can bolster the public’s opinion of city government, says Mark Grant, 911 communications manager of Dyersburg, Tenn. Grant says efficient call-taking procedures allow his staff to handle incoming calls more easily and accurately.

    Dyersburg’s call center fields customer calls in an integrated 311 and 911 environment, where both emergency and non-emergency calls are answered by the same operators. Different ring tones let operators quickly sort emergency calls from less urgent requests.

  • US: Tennessee: Integrating 311 and 911 Calls Streamlines Operations

    The technology behind a good call center experience can bolster the public’s opinion of city government, says Mark Grant, 911 communications manager of Dyersburg, Tenn. Grant says efficient call-taking procedures allow his staff to handle incoming calls more easily and accurately.

    Dyersburg’s call center fields customer calls in an integrated 311 and 911 environment, where both emergency and non-emergency calls are answered by the same operators. Different ring tones let operators quickly sort emergency calls from less urgent requests.

  • US: Texas: City of Houston launches improved 311 service system

    The City of Houston just lately launched its revamped 3-1-1 service system.

    The 3-1-1 Houston Service Helpline is a metropolis authorities call center the place space residents can request data on metropolis providers and report non-emergency points like visitors fines, sewer issues, pothole issues and neighborhood complaints. Since the service launched in August 2001, its most important part has been its three-digit telephone quantity, accessible from throughout the Houston metropolis limits. The 311 Call Center receives roughly 2.2 million contacts and receives 450,000 service requests yearly, in response to a launch from the Mayor’s Office.

  • US: Texas: Houston Streamlines Security Alarm Notifications to its 911 Center

    The Houston Emergency Center (HEC) implemented a new alert system to streamline the receipt of notifications for emergency dispatch from alarm monitoring companies.

    The new computer-aided dispatch system, called the Automated Secure Alarm Protocol (ASAP), eliminates the need for alarm monitoring companies to call the HEC about alarm notifications, according to HEC Director David Cutler.

    When a security alarm in a home goes off, the alarm company is notified. At the company, a computer-aided dispatch event is created in the computer system, which directly transmits the alarm notification to police dispatchers. Previously when an alarm monitoring company’s call center received an alert of an alarm, a call taker at the center would call the HEC about the alarm, Cutler said.

  • US: Text-to-911 Available Nationwide in 2014

    FCC Chairman Julius Genachowski announced the Text-to-911 program in 2010, citing the fact that students in the 2007 Virginia Tech shooting tried texting police for help, but were unsuccessful -- and in 2013, that service will be launched in some areas of the country. Nationwide availability will be in place by May 15, 2014, the FCC announced.

    This program is part of the FCC’s Next Generation 911 (NG911) services, which attempts to upgrade the rules and regulations of the landline era to the current mobile and IP world.

  • US: Text-to-911 Available Statewide in Minnesota

    Why the state opted for a statewide implementation rather than by county.

    Minnesota, hoping to be a national leader on the text-to-911 front, rolled out a statewide implementation last December, eschewing the temptations of a county-by-county deployment. There were real, practical reasons for the state to decide on the statewide deployment instead of by Public Safety Answering Point (PSAP).

  • US: Text-to-911 Available This Summer in Iowa

    Not all cell phone carriers will provide the capability to its customers, but AT&T, iWireless, Sprint, T-Mobile, U.S. Cellular and Verizon have committed.

    The standard number for emergencies, 911, has evolved since a universal emergency number was first conceived in 1957. Texting 911 in an emergency could be available by summer according to Iowa’s Homeland Security and Emergency Management Department.

  • US: Text-to-911 Improves California Emergency Response During a Crisis

    Americans send roughly 26 billion text messages a day, yet most 911 call centers cannot receive them. Enabling Text-to-911 can make emergency response more effective — especially during a time of crisis.

    In many ways, the 911 workflow lacks the basic information, insights and communication vehicles that we are used to in our everyday life. For example, Americans send roughly 26 billion text messages every day, yet most U.S. 911 call centers today cannot receive text messages. With roughly 75 percent of 911 calls being made on cellular phones, enabling Text-to-911 can make emergency response more effective, more efficient, and more personalized — especially during a time of crisis.

  • US: The Road to Next-Generation 911

    To fund 911 updates, governments should evaluate their current 911 surcharge assessed on telecommunications devices.

    Our nation is on a journey. Our destination is having well-informed emergency response services that have enough information to quickly come to our aid during any crisis. You may be thinking that we already have that in our 911 system. And in a way, you’re right. For decades, we’ve relied on 911 for police, fire and emergency medical response. But just as the first automobiles set the stage for the advanced vehicles we drive today, the national 911 system is full of potential that has yet to be realized. We need to implement the next generation of 911 to continue receiving the emergency services that keep us safe.

  • US: The Role of 311 and Social Media During Disasters

    As Sandy pounded down on the East Coast last year, New York City and other major urban areas did their best to stay ahead of the storm and tackle the many emergency situations arising, from fallen trees to individuals trapped in their homes. But as with any major disaster, there were plenty of unforeseen problems, and plenty of room for improvement. Particularly, cities were having problems keeping the lines of communication open so the most endangered citizens could get the help they need from a force of first responders pushed to the limits of its capacity.

    At the height of the storm, NYC’s 911 switchboard was receiving 20,000 calls an hour, many of which were not emergencies. The call volume led to slow response times and a lack of prioritization; there was no way to distinguish calls for downed tree branches from people in life-threatening situations. An important first step for future preparation is better educating citizens about what qualifies as a 911 call and what can be relegated to a non-emergency 311 call, an effort the city is undertaking now. NYC has been running a well-established 311 program for years now to provide a non-emergency line of communication to get faster responses from government agencies about smaller issues.

  • US: Transition to Next-Gen 911 Requires Governance, Funding Changes

    Fifty-eight percent of Americans own smartphones. People now routinely send text messages, photos and videos from their mobile devices. And although 75 percent of all calls to 911 are wireless, most 911 centers are still tethered to the voice-centered world of communications of the last century and are unable to receive text or photos.

    The very structure of the current 911 system is rapidly going out of date. “It is analog network-based,” said Roger Hixson, technical issues director for the National Emergency Number Association (NENA). “You can’t find people in the phone companies knowledgeable about the old technology anymore. We have to evolve in order to survive.”

  • US: Tulsa, Okla., Launching Modern 311

    The city's $2.5 million tech upgrade is expected to significantly improve customer service while improving the efficiency of government operations.

    Old technology is cool. Vacuum tubes, storage tapes and computers that fill entire rooms remind of eras gone by. In government, though, old technology is not so cool. Historic relics belong in museums, not in the hands of government workers. In Tulsa, Okla., a city that’s still using a few monochrome green-screen computers, officials are making one of the hallmark shifts in government technology: the 311 upgrade.

  • US: Utah: AI to Revolutionize 911 Calls in Salt Lake City

    As technology continues to advance at a lightning pace, its impact on various aspects of our daily lives becomes increasingly apparent. One groundbreaking development that promises to further interlace technology with public services is the integration of Artificial Intelligence (AI) into emergency response systems. In Salt Lake City, local authorities and tech innovators are collaborating to revolutionize 911 calls. This integration promises to enhance efficiency, accuracy, and response time, ultimately saving lives.

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  • US: Washington: Online Training for 911 Call Center Infuses a Multimedia Experience

    The Snohomish County, Wash., 911 center adopted an online training tool that can integrate multiple forms of media into a course.

    Traditional employee training often involves sitting in a classroom and taking quizzes on the course material after an instructor provides a lesson. To avoid pulling employees into a classroom during work hours, training administrators at the Snohomish County, Wash., 911 call center (SNOPAC 911) enlisted the assistance of a Web-based training system.

    SNOPAC is a regional, consolidated emergency communications center that provides 911 and dispatching services to 39 public safety agencies in Snohomish County where 630,000 incidents are handled every year. It’s one of the largest 911 centers in Washington state and covers nearly 80 percent of Snohomish’s geography, said Kurt Mills, SNOPAC’s executive director.

  • US: What Is 311?

    Cities have benefited greatly from the merger of technology with a three-number hotline. The result: better service delivery for citizens and more data about how to run local government.

    America’s highly popular hotline service, known as 311, is a non-emergency phone number that people can call in many cities to find information about services, make complaints, or report problems like graffiti or road damage. Even in cities where a different phone number is used, 311 is the generally recognized moniker for non-emergency phone systems. Since its inception, 311 has evolved with technological advances into a multi-channel service that connects citizen with government, while also providing a wealth of data that improves how cities are run.

  • USA: 911 Mapping System Hones in on Cell Phone Callers

    There are still too many stories about 911 call centers around the country lacking in their ability to respond the way most residents expect.

    But there is good news as well, and an example is Escambia County, Fla., which installed a new mapping system that pinpoints 911 calls that originate from cell phones. The FCC requires that 67 percent of wireless calls be located within 50 meters. That may not be helpful if the caller is in a building with many stories like an apartment complex or office complex.

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