Modernizing Public Safety Operations with Real-Time CAD & RMS Technology

Client Overview

A leading law enforcement agency responsible for regional policing operations launched a multi-phase initiative to modernize dispatch and records systems. Pressured by rising service demands, outdated workflows, and interoperability gaps, the agency initiated a platform-wide digital upgrade to enable real-time coordination and secure data exchange across command, field, and partner agencies.

Executive Summary

To improve incident response, resource management, and records automation, the client launched an 18-month initiative to implement a commercial off-the-shelf (COTS) Computer-Aided Dispatch (CAD) and Records Management System (RMS). The project aimed to modernize operations, unify multi-agency data flows, and reduce manual tasks. The system was delivered using hybrid project methodology, integrating secure infrastructure and training across all user groups. Aligned with PMI-based governance and Agile execution, the program achieved real-time capability, legal compliance, and operational transformation.

Background

The agency’s legacy dispatch and records systems were siloed, labor-intensive, and unable to scale with evolving demands. Paper-driven reporting, disjointed databases, and limited partner access hindered public safety delivery. With growing complexity and risk, the organization launched a secure, automated platform to enable efficient coordination, integrated evidence tracking, and actionable insights for field and command operations.

Objectives

Implement Integrated CAD & RMS: Deploy a unified digital solution for dispatch, records, and evidence workflows.
Enable Real-Time Data Sharing: Facilitate secure communication across provincial and federal policing networks.
Automate Resource Allocation: Optimize response coordination, staffing, and incident resolution.
Achieve Privacy and Security Compliance: Enforce encryption, access controls, and audit trails.
Develop Internal Capability: Train staff and administrators for long-term system management and support.

Problem Statement

Several operational and technical challenges prompted the CAD & RMS modernization:

Legacy System Fragmentation: Manual records and siloed dispatch systems impeded coordination.
Multi-Agency Integration Barriers: Cross-partner data sharing lacked standardization and security.
Security and Privacy Risks: Sensitive data required protection across all endpoints.
User Change Management: Adoption of new workflows required significant user engagement and training.
Data Migration Complexity: Historical data had to be securely transitioned without loss or corruption.

Methodology & Governance

A structured project governance model balanced predictive planning with adaptive delivery methods:

PMI and Agile Integration: Charter, WBS, and scope controls paired with Agile sprints for technical delivery.
Work Breakdown Structure (WBS): Defined project lifecycle from vendor selection through rollout.
Integrated Governance Framework: RACI and RAM models ensured role clarity and stakeholder engagement.
Executive and Operational Oversight: Steering committee tracked milestones, issues, and approvals.
Centralized Documentation: Planning, testing, and deployment artifacts were archived for future reference.

Solution Overview

The deployed solution introduced a secure, scalable CAD and RMS platform fully integrated across policing infrastructure:

COTS System Deployment: Intergraph CAD and Niche RMS deployed with PKI-secured access controls.
Infrastructure Integration: Windows 2012 R2, Oracle 12C, RAC clusters, and VPNs configured to support availability.
Real-Time Access: Enabled encrypted data sharing with partner agencies and remote users.
Management & Operations: Softchoice, Entrust ESP, and SafeNet supported network deployment and validation.
Security and Compliance: Firewalls, secure subnets, and role-based encryption protocols ensured regulatory adherence.

Implementation Phases

Phases followed PMI’s five process groups, ensuring alignment with business case, operational readiness, and partner coordination:

Initiation and Planning:
- Developed business case, governance models, and project charter.
- Defined system scope and deliverables in collaboration with key stakeholders.
Execution: Vendor Selection and Procurement:
- Completed cost-benefit analysis, vendor engagement, and contract finalization.
- Established technical specifications for CAD, RMS, and infrastructure tools.
Execution: System Design and Configuration:
- Provisioned and deployed servers, secure VPN tunnels, and PKI infrastructure.
- Integrated law enforcement databases and partner system interfaces.
Execution: Training and Change Management:
- Delivered role-based training for dispatchers, officers, and IT teams.
- Provided adoption support, issue tracking, and performance monitoring.
Monitoring, Acceptance, and Closure:
- Conducted user acceptance testing, security reviews, and system validations.
- Documented lessons learned and obtained executive sign-off for final acceptance.

Risk Management

Risks were proactively managed using structured risk planning, stakeholder alignment, and quality controls:

Integration Risks: Addressed with phased implementation and live testing across subsystems.
Data Privacy and Security: Protected via firewalls, PKI, and encrypted channels.
User Resistance: Managed through change agents, tiered training, and post-launch support.
Compliance Gaps: Audited against legal and regulatory standards prior to go-live.
Legacy Data Migration: Validated through pre-migration mapping and post-migration QA.

Results & Impact

The project met all objectives for performance, security, and compliance, resulting in measurable improvements:

Operational Transformation: Automated CAD and RMS reduced manual workflows and improved incident response.
Secure Partner Collaboration: Real-time data sharing enabled faster coordination with regional and national agencies.
User Empowerment: Staff equipped with secure tools, simplified reporting, and real-time insights.
Strategic Readiness: The new platform supports future analytics, AI capabilities, and cross-platform integrations.

Lessons Learned

Clear Role Definition Accelerates Delivery: Governance models ensured efficient approvals and progress tracking.
Training Improves Adoption: Tailored training empowered users to adopt new workflows confidently.
Early Integration Testing Reduces Errors: Phased rollout identified issues before full deployment.
Documentation Enables Auditability: Archiving project artifacts ensures traceability and continuous improvement.
Stakeholder Buy-In is Critical: Strong leadership engagement sustained alignment across teams.

Conclusion

The CAD & RMS modernization successfully delivered a real-time, secure, and scalable platform for law enforcement. By aligning with PMI methodologies and leveraging a hybrid delivery approach, the project enabled the agency to meet current demands and position itself for future innovations in public safety technology.

Call to Action

Looking to transform your public safety operations? We partner with public safety leaders to deliver secure, data-driven, and fully integrated CAD & RMS platforms tailored to operational demands.