Letter from City Manager Mike Letcher to the Arizona Daily Star Editorial Board

Public Safety and the 911 Emergency System and Top Priorities for the City of Tucson In response to recent coverage in the Star regarding the Citys 911 system, I would like to provide some clarifying information. On May 25, 2011 the City of Tucson launched an upgraded Vesta/Meridian 911 call switching and distribution system. A system upgrade was required because the previous system, dating from 2002, had exceeded its useful lifespan and was becoming increasingly difficult to find parts for and service. State funding became available in 2010 allowing the City to pursue the needed upgrade at that time. The System is Proven and Widely Used The Vesta/Meridian system was chosen because it is a well tested and established system and is the same system manufacturer previously used for emergency communication at our 911 Communication Center. In addition, it was one of two vendors authorized under the State contract, it is the vendor extensively used by other local agencies (which helps with regional communication compatibility), and is currently in use by the Citys own Police Department and the cities of Phoenix, Tempe, and Mesa among others. Months of Pre-Planning Was Done Before the Switch The launch of the new system on May 25th followed a 12 month pre-planning phase that included analysis by a technical team made up of the 911 administrator and supervisors as well as representatives of the manufacturer (Vesta) and the installer (Qwest). The preplanning phase included detailed analysis of the technical requirements, visits to other jurisdictions that are using the system, the development of implementation and contingency plans, and training of staff. 911 Back-up Systems are in Place Following the May 25th launch of the new system, the existing/previous 911 call switching system remained in place as a back up measure for two weeks in case of new system failure or in the event problems were determined so severe that the new system was not dependable. On June 7th it was determined that the new system was working effectively and dependably based on satisfactory resolution of key technical problems, few incidents and more limited nature of new problems, and the technical teams conclusion that the system was dependable. At that time the old system was disconnected. The City has always and continues to maintain redundant backup processes for the 911 system to ensure calls are handled quickly and accurately, even in the event of a technological or power failure, or natural disaster.

The implementation plan anticipated that there would be a break in period of approximately 6-8 weeks where technical issues would arise and need to be resolved. Qwest technicians have been on-hand in the call center throughout the implementation to troubleshoot issues as they arise. The Star article pointed to concerns regarding dropped calls, missing addresses on screens, and supervisor monitoring of calls. I would like to further explain these issues and want people to know that in no case was public safety jeopardized because of these technical issues. During the first several days of implementation, the frequency and randomness of dropped calls was a top priority to resolve. Too often calls were being dropped when they were transferred from the 911 operator to the police, fire or medical dispatcher. Dropped calls do happen (through caller, operator, or technical errors) and in these situations, the 911 operators are trained to immediately call the person back. Regarding addresses not appearing on the screen, the fact is that the majority of calls do not register on the screen because address information from cell phones cannot be captured. Operators are trained to always ask for and verify addresses and cross-streets verbally with the person on the phone. Regarding supervisor monitoring of calls, the new system handles this function differently than the old system and the City is working with Qwest on improving how this function is handled. However, the new system still has the capability for the 911 operator to ask for and receive assistance with a call at all times. Publics Safety is Always Maintained There are many things the City does to maintain quality control over the 911 system, and these protocols and processes have helped to ensure the publics safety is protected during this transition to a new call system. All operators and dispatchers are extensively trained not only on the equipment and systems, but in basic methods and procedures to follow in the event callers have difficulty speaking or various computer displays do not provide all possible information. Supervisors regularly review random call recordings and score each operator and dispatchers performance against established criteria. Additionally, there is a designated supervisor on the dispatch floor at all times, walking among the employees, watching activities, and checking call screens and lines. I want to assure residents that when they call 911, their call will be handled quickly and accurately by the professional men and women who staff our 911 call center.