NG9-1-1 and i3: What You Need to Know NOW

Click here to register for this FREE Live Educational Webinar. Join us on November 13 at 1:00 PM CST and learn how you can gain greater benefits from NG9-1-1 and i3.

Next week, on Wednesday, November 13th, at 1 p.m. CST, Cassidian Communications will host a free educational webinar on a topic that hasn’t received much attention in discussions about NG9-1-1. But according to Jeff Gillan, our senior product area manager and a passionate NG9-1-1 expert, it is the topic that will be the next big “Aha!” for public safety answering points (PSAPs).

Simply put, can call takers use all of the data NG9-1-1 systems promise?

During this one-hour webinar, Jeff will help organizations answer such questions as:

  • How can we really benefit from all the information delivered to the desktop in an NG9-1-1 world?
  • How can call taker work flow help enable the true promise of NG9-1-1?

In order to anticipate the needs of customers through the evolution to NG9-1-1, Jeff’s role puts him in constant communication with PSAPs, other technology and service providers, and industry thought leaders. We caught up with him to find out what we can expect when we hear him live next week. Below is our conversation.

Jeff, the topic of this webinar is near and dear to your heart. Why is that?
I work very closely with PSAPs and NG9-1-1 early adopters and, over the last year or two, have seen an imminent challenge that will catch many off guard.

So far, the industry’s focus has been on how to build the physical infrastructure of NG9-1-1 and how to manage existing data through that infrastructure. One of the big promises of NG9-1-1 is the additional intelligence and data that will be available to PSAPs to support better, more informed, faster decisions. What isn’t addressed is how the call taker will be impacted by the delivery of all that data or the infrastructure needed at the desktop.

That’s why I believe the next big ”Aha!” on the horizon for PSAPs is the realization that the investment they are making today won’t be fully leveraged without the proper interface at the desktop. It is possibly the most important tool call takers need to efficiently manage the incident in an NG9-1-1 world.

Why hasn’t more attention been paid to the desktop and what’s needed?
It’s been difficult to help PSAPs focus there because of all of the intricacies they are dealing with in transitioning from a legacy E9-1-1 system to an NG9-1-1 system—it’s difficult to see the forest for the trees. But it’s time to get the conversation on the table.

Will the information in your webinar address the desktop and what’s needed?
Yes, but we will jump over the content that is addressed in most of the discussions today regarding infrastructure. Instead, I’ll focus on the critical question of how PSAPs can actually benefit from the new forms of information, beginning today.

One of the areas you will be talking about is work flow. What do you mean by work flow and why is this important?
Work flow describes the interaction the call taker has with the systems, the information presented, the decision-making process and the ultimate action taken. Work flow should be reflected and supported by the desktop interface in order to streamline, simplify and expedite emergency response.

Don’t PSAPs have work flows today?
Today’s work flows have evolved over decades of gradual enhancements to what has always been managing telephone calls. With many more sources of information and many more forms of media, the NG9-1-1 environment will demand a new degree of attention and therefore an evolution of the call taker interface.

While the intention of NG9-1-1 is to assist the call taker in making better and more informed decisions, without a well-thought-out work flow, the world we are entering will potentially overwhelm the call taker and result in less accurate and slower decision making.

Will you talk about what PSAPs can do today to avoid being overwhelmed down the road?
Definitely, and we will examine several different work flows so PSAPs can see firsthand what an efficient NG9-1-1 call flow looks like and how they can begin to plan for one.

Jeff, who do you hope attends the webinar?
Administrators, PSAP directors and supervisors, communications managers—people who are in the trenches driving the technology roadmap, who understand the needs of their sites and who are accountable for PSAP performance. I want to spur that “Aha!” moment now, before the roadblocks emerge in their PSAP.

The pace of change continues to accelerate and if we’re going to provide our communities with the enhanced services that NG9-1-1 promises, we have to invest the time today to understand how to manage the data flows of tomorrow in order to keep all our communities safe.

Thank you, Jeff! We look forward to learning more next week!

You too can learn more by reserving your seat in next week’s webinar here.