Public Safety Dispatch and Records Management Modernization

Modernizing Public Safety Operations

Overview

A public safety agency embarked on a transformative journey as part of a broader modernization program designed to enhance public safety operations. This project focused specifically on implementing a Computer-Aided Dispatch (CAD) and Records Management System (RMS), ensuring real-time data access, resource optimization, and improved inter-agency communication.
Challenges

Legacy Systems

The existing systems relied on spreadsheets and physical filing cabinets, leaving critical data vulnerable and inefficiently managed.

Data Sharing

The lack of seamless information exchange with partner law enforcement agencies hindered collaborative efforts.

Operational Inefficiency

TManual processes for tracking officer activities and handling caller information were prone to errors and delays.

Compliance Issues

Existing systems failed to meet Canadian Public Safety mandates for secure and efficient law enforcement operations.

Solution
To address these challenges, the public safety agency developed and executed a comprehensive IT Strategy, focusing on five core components:

Data Security and Governance

Implemented systems compliant with Canadian law enforcement standards.

Integrated CAD/RMS

Designed to enable real-time resource allocation and data sharing across agencies.

Infrastructure Modernization

Upgraded IT hardware and implemented secure sub-networks.

Training Programs

Conducted extensive training for staff to ensure effective system adoption.

Stakeholder Collaboration

Partnered with relevant law enforcement and technology cooperatives to optimize solutions.

Implementation

Initiation and Planning

  • Stakeholder Engagement: Established partnerships with law enforcement agencies and IT vendors.
  • Requirement Workshops: Identified system needs and compliance requirements through collaborative discussions.
  • Project Charter and WBS: Defined scope, timelines, and risks, creating a structured roadmap.
  • Design and Architecture

  • Network Architecture: Designed secure sub-networks to enhance data security and accessibility.
  • System Configuration: Customized CAD and RMS to integrate with geocoded maps and operational workflows.
  • Policy Framework: Developed standard operating procedures and governance policies.
  • Execution and Integration

  • Infrastructure Deployment: Installed secure hardware and configured remote access systems.
  • Data Migration: Transferred legacy data to the new system while ensuring accuracy and security.
  • System Testing: Conducted rigorous testing for compliance and functionality.
  • Testing and Validation

  • System Testing: Validated the CAD and RMS systems in controlled environments.
  • User Acceptance Testing (UAT): Conducted real-world trials with end-users to refine processes.
  • Support and Governance

  • Support Model: Established a maintenance plan with ongoing vendor support.
  • Governance Policies: Instituted data sharing agreements and compliance monitoring.
  • Deployment and Optimization

  • Full Deployment: Rolled out the system across all operational units.
  • Continuous Improvement: Integrated user feedback and performance metrics to refine functionalities.
  • Knowledge Transfer: Delivered training sessions and detailed user manuals.
  • Results

    Enhanced Public Safety: Real-time data enabled faster response times and better resource allocation.

    Improved Collaboration: Streamlined data sharing with partner agencies like OPP and OPTIC.

    Operational Efficiency: Reduced manual errors and improved process automation.

    Regulatory Compliance: Met Canadian Public Safety mandates for law enforcement operations.

    Future-Ready Infrastructure: Scalable systems designed for evolving security and operational needs.

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