Final Report - AZ FirstNet FirstNet... · Final Report PREPARED AUGUST 2018 ... The readiness...

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Assessment of PSAP Readiness

for FirstNet’s NPSBN

Final Report

PREPARED AUGUST 2018

FOR THE ARIZONA DEPARTMENT OF ADMINISTRATION

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Table of Contents

Executive Summary .............................................................................................................. 1

1 Introduction .................................................................................................................... 4

1.1 Project Scope .............................................................................................................. 5

1.2 Arizona Summary ........................................................................................................ 5

1.2.1 Constraints ................................................................................................................................ 7

2 Overview of FirstNet and Arizona PSAP Readiness ....................................................... 8

2.1 Technology Effects on Telecommunicators .................................................................10

2.2 Arizona’s Readiness ...................................................................................................11

2.3 Discussions with AT&T Regarding a NG9-1-1/FirstNet PSAP Interface ......................12

3 Arizona PSAP Assessments/Site Visits ........................................................................ 13

3.1 Overview of Findings ..................................................................................................13

3.1.1 NPSBN Readiness Continuum ............................................................................................... 14

3.2 County/Regional PSAP Meetings ................................................................................25

3.2.1 Maricopa Region 9-1-1 ............................................................................................................ 25

3.2.2 Yavapai County Sheriff’s Office .............................................................................................. 25

3.2.3 Gila County Sheriff’s Office ..................................................................................................... 25

3.2.4 Tucson Fire Department ......................................................................................................... 25

3.2.5 City of Chandler Police Department ........................................................................................ 26

3.2.6 City of Tempe Police Department ........................................................................................... 26

3.2.7 Hualapai Tribe Department of Emergency Services ............................................................... 27

3.2.8 Flagstaff Police Department .................................................................................................... 27

4 Technical Impacts ........................................................................................................ 28

4.1 Wireless Communications Hardware ..........................................................................31

4.2 Data Exchange Hubs ..................................................................................................33

5 Conclusion ................................................................................................................... 34

Appendix A: PSAP Readiness for FirstNet Continuum Survey ........................................... 35

Appendix B: PSAP Survey Responses ............................................................................... 90

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Executive Summary

The Arizona Department of Administration (ADOA) hired Mission Critical Partners, LLC (MCP) to

assess a sample of public safety answering points (PSAPs) in Arizona to determine their readiness

to integrate Next Generation 9-1-1 (NG9-1-1) functionality with that of the nationwide public safety

broadband network (NPSBN) being implemented by the First Responder Network Authority

(FirstNet). This assessment is being conducted as part of the State and Local Implementation Grant

Program (SLIGP) planning process.

A PSAP is the point of entry for the public to report emergencies, and often provides the dispatch

and coordination of first responders to such incidents. A national initiative is underway to advance

PSAPs to NG9-1-1 service, which addresses most of the shortcomings associated with the current

Enhanced 9-1-1 (E9-1-1) service that has been in place for decades. Over the past two decades, the

source of 9-1-1 calls transitioned from mostly wireline telephones to primarily wireless devices today.

The National Emergency Number Association (NENA) estimates that 240 million 9-1-1 calls are

received each year, and that 80 percent of those calls originate from wireless devices. NG9-1-1 will

improve the accuracy of routing wireless calls to the correct PSAP by incorporating more robust

Geographic Information Systems (GIS) data, which will be integral to the next-generation

technology. Today, wireless device users are proficient at sending text messages, images and

videos to friends and family. That such forms of communication and transmission of data would be

extended to the 9-1-1 process was inevitable, and NG9-1-1 service will facilitate delivery of text,

video and images to the PSAP.

PSAPs employ customer premises equipment (CPE) for emergency call-taking that transmits caller

information and location to a computer-aided dispatch (CAD) system. CAD systems are used to

collect information on each incident handled by call-takers, to transfer this data to radio dispatchers,

to make recommendations on what public safety resources should be sent to an incident, and to

monitor the status of public safety personnel and vehicles. CAD systems assign incident numbers to

events, maintain a record of responding units, maintain times of status changes and other related

events, and track call disposition. CAD systems typically have integrated mapping solutions that

display a caller’s location and, often, the location of nearby emergency response vehicles and fire

stations. Most CAD systems interface with mobile data software on mobile computing devices

utilized by emergency responders in the field. This integration of CAD and mobile data allows

precise exchange of incident data from the CAD system to the mobile environment with real-time

updates. CAD systems often integrate with fire station alerting systems that alert staffed fire stations

of an event within seconds after the event is input into the CAD system. Where volunteer fire

services are utilized, CAD systems, or another third-party application, will generate text or email

messages containing the pertinent event details to volunteer personnel to activate a response. To

some extent, archaic tone-and-voice radio paging is used to alert volunteers to respond to incidents.

Encoders for radio paging typically are interfaced with CAD systems.

Most CAD systems are not configured to receive and distribute to first responders the text, video,

and image data that can be sent by callers to an NG9-1-1 system. Even when such data can be

received by a PSAP, it often cannot be forwarded to first responders in a timely manner, or even at

all.

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Legacy E9-1-1 systems employ technology designed for circuit-switched telephony that has been

rendered obsolete by Internet Protocol (IP) networking. Analog voice telephony is being replaced by

Voice over Internet Protocol (VoIP) services. Existing circuit-switched telephone technology has

many limitations concerning the ability to transfer and coordinate calls across city, county, and state

boundaries. Further, the analog technology that is still in use, or which has been simulated by

software solutions, is not capable of passing text, video, or images.

NG9-1-1 is intended to address the existing problems of call and location routing. Existing E9-1-1

networks route wireless calls based on the cell site sector from which the transmission is received.

This routing is subject to anomalies of radio reception, and incorrect routing of calls is common.

Various methods are employed to determine the location of callers, and inaccuracies occur that may

delay emergency response. Improved call-routing and location-determination techniques will be

deployed in NG9-1-1 that use the intrinsic ability of wireless devices to provide an accurate location.

In the NG9-1-1 environment, an IP network will be employed to connect the facilities of wireless and

wireline telecommunications carriers to those of PSAPs. PSAPs will be nodes on this network—

known as an Emergency Services IP Network (ESInet)—that will connect them not only to wireless

and wireline telephony service providers but also to other PSAPs and other public safety facilities.

Deployment of the NPSBN by FirstNet eliminates one constraint concerning the ability of PSAPs to

provide the best possible information to first responders. Implementation and adoption of NG9-1-1

and the NPSBN will provide PSAPs with the ability to receive video and images from citizens and

first responders, thereby providing a tool that will improve situational awareness, in turn enhancing

both first responder safety as well as their ability to protect citizens and property. NG9-1-1 removes

most of the constraints regarding the reception and transmission of text, video and images.

Gaps remain in the emergency-call chain that are focused on the PSAP. Systems in the PSAPs are

constrained by decades-old technology that was developed before the advent of second-, third- and

fourth-generation wireless networks, VoIP networks, and IP networks. To fulfill the promise of

improved data sharing between the public, PSAPs, and first responders that is offered by NG9-1-1

and the NPSBN, it is necessary to begin the process of evaluating the need for transformation from

legacy PSAP systems, CAD software platforms and related applications, to the next generation of

information and networking technology.

MCP met with a representative sample of PSAPs and developed an online survey tool designed to

capture data from a large sample of PSAPs and determine their awareness and level of planning for

the use or adoption of the NPSBN. Despite a statewide campaign of information sessions conducted

by ADOA, many PSAP personnel that attended the meetings or were surveyed were only vaguely

aware of FirstNet’s NPSBN and its capabilities. However, many PSAPs responded that they

currently use wireless data, with nearly all of the service provided by Verizon Wireless.

Arizona PSAPs that were interviewed were found to be at various readiness levels regarding the

integration of NG9-1-1 with the NPSBN, initially at a basic level, and later at an advanced level that

will lead to transformation of the emergency call-handling process. All PSAPs visited have interfaces

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to commercial wireless data networks for basic services. All PSAPs visited face constraints in

reaching the goal of integrating NG9-1-1 and the NPSBN.

At a basic level, PSAPs are capable of interfacing with the Long-Term Evolution (LTE) network to be

operated by FirstNet. CAD systems are capable of communications with a wireless network.

Interconnection with wireless networks used in some locations travels over the public internet and

may not be optimal from reliability and security standpoints. Advanced functions, especially the

sharing of multimedia data between the public and first responders, requires additional investment,

availability of trained personnel, and implementation of both NG9-1-1 and NPSBN infrastructure in

the state.

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1 Introduction

MCP partnered with ADOA to conduct a study that was intended to determine the level of readiness

that exists within PSAPs to implement and utilize the FirstNet network. The Arizona State 9-1-1

Program Office reports they currently support a total of 86 PSAP’s. The readiness assessment

incorporated a methodology that involved personal interviews with stakeholders and an online

survey tool.

PSAPs in Arizona function under a variety of governmental structures. Many are components of

municipal, county, state, or tribal government while other PSAPs serve universities, federal

agencies, and military installations across the state. PSAPs also may be managed by a special

district or under the authority of a governing board that is formed through intergovernmental

agreement. A corporate entity, AMR/Rural Metro, owns and manages five secondary PSAPs. The

company provides dispatch services for several fire and emergency medical services (EMS)

departments in the Phoenix, Tucson, Yuma, Lake Havasu and Prescott areas of the state.

Given the number of primary and secondary PSAPs in the state, it is critical that managers,

supervisors and technical staff that support these crucial operations begin to understand the

implications of the NPSBN being deployed by FirstNet and its commercial partner, AT&T, as well as

the transition to NG9-1-1. These systems are interrelated and key in forming a direct real-time

exchange of information between 9-1-1 callers and first responders in the field. The PSAP will be the

focal point of this IP convergence.

The Association of Public-Safety Communications Officials (APCO) recently released findings from

Project 43, Broadband Implications for the PSAP, Analyzing the Future of Emergency

Communications.1 The report focused on operations, governance, cybersecurity, technology, training

and workforce as key areas that will be impacted by both NG9-1-1 and the NPSBN. The report

speaks to the PSAP evolving from a traditional call-taking and dispatching center to an “Emergency

Communications Center.” This means that the job titles, roles and responsibilities of the center’s

personnel also are going to change. The big question: how prepared are the nation’s PSAPs for this

evolution from the traditional world of answering 9-1-1 calls and dispatching first responders to a

robust IP-based world with multiple sources of voice, text and video streaming into the PSAP? With

numerous sources and streams of data available, it may become necessary for PSAPs or

jurisdictions to have individuals dedicated to monitoring and routing the various inputs, or staffing a

real-time crime or situational-awareness center.

It is critical that the technology utilized within PSAPs supports both NG9-1-1 and the NPSBN. This

report provides a current snapshot representing discussions and survey results from a sampling of

Arizona PSAPs and their efforts to prepare for what lies ahead in supporting NG9-1-1 and NPSBN in

the near future.

1 https://www.apcointl.org/ext/pages/p43/p43book.html

https://www.apcointl.org/ext/pages/p43/p43book.html

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1.1 Project Scope

MCP consultants met with a representative sample of PSAP managers and their staff from across

the state. Interview subject locations included a mixture of PSAPs that are situated in urban and

rural settings. MCP also developed an online survey tool that was distributed to all PSAP managers

in the state. The self-assessment survey tool was designed to capture data from a large sample of

PSAPs and determine their awareness and level of planning for the use or adoption of the NPSBN.

An invitation to complete the online survey was sent to 93 PSAP managers or supervisors. In total,

32 fully completed surveys were returned.

In addition to the survey, MCP consultants met personally with representatives of PSAPs and first

responders from agencies in tribal, rural, and urban environments. Consultants presented the

participants with information on the FirstNet initiative and assisted in the completion of the surveys.

MCP consultants met with representatives of the following PSAPs:

• Hualapai Tribe Department of Emergency Services

• Flagstaff Police Department

• Yavapai County Sheriff’s Office

• Tucson Fire Department

• Maricopa Regional 9-1-1

• Chandler Police Department

• Tempe Police Department

MCP consultants were invited to participate in regional PSAP working group meetings that were held

in Yavapai and Gila counties. These meetings provided the opportunity for consultants to describe

the FirstNet PSAP readiness project objectives and gather information from meeting participants.

1.2 Arizona Summary

The State of Arizona presents a challenging environment for the implementation of FirstNet’s

NPSBN. The state spans 113,998 square miles across 15 counties. Three of the largest counties in

United States, based upon area, are found within Arizona. Coconino County is the second-largest

county in the nation at 18,661 square miles. Mohave County is the fifth-largest county at 13,470

followed by Apache County at 11,218 square miles. These three counties have a combined land

mass of 43,349 square miles, with a combined population of only 399,345.

Arizona features a diverse geography. The southern portion of the state falls within the Sonoran

Desert. The northern regions of the state include mountains towering above 12,000 feet and the

Grand Canyon with depths of more than a mile.

Arizona is home to 22 Native American reservations with tribal lands comprising approximately one-

fourth of the state’s land area. Tribes are sovereign nations, each with an independent tribal

government structure. The state shares an international border with Mexico that extends for 378

miles, including 75 miles that bisect the Tohono O’odham Nation.

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Arizona is home to a wealth of natural wonders and national monuments that draw millions of visitors

from around the world every year. Many of the most popular sites are in remote areas that lack

reliable communication infrastructure. First responders have described considerable gaps in radio

system coverage and intermittent cellular service in numerous areas of the state.

First responders in some rural areas are unaccustomed to having access to reliable high-speed

wireless networks. Wireless network capacity does not exist to support tools such as mobile data

computer (MDC) and automatic vehicle location (AVL) connectivity.

Similarly, PSAPs that serve rural areas may not have access to wireless functionality due to a lack of

network infrastructure and/or access to suitable bandwidth. Many PSAPs operate with limited

staffing. It is not uncommon for a single telecommunicator to manage the role of call-taker and

dispatcher. Telecommunicators working in rural PSAPs may be challenged by the addition of

FirstNet applications to their roles and responsibilities.

The PSAPs in urban areas were found to be well-staffed. Many of the larger urban PSAPs serve

multiple jurisdictions and agencies. A multiagency or consolidated approach to providing public

safety communications offers the opportunity to enhance interoperability among client agencies.

FirstNet’s NPSBN will enhance interoperability capabilities. Telecommunicators in urban PSAPs are

well-suited to adapting to expansion of technological tools that will be accompany the

implementation of the NPSBN.

However, a uniform statewide training program should be developed and delivered to educate PSAP

managers and their staff on the potential benefits and capabilities of FirstNet’s network. This will

ensure that applications and features are implemented in a uniform manner.

Potential challenges to the adoption of the NPSBN in Arizona were identified during the personal

and regional meetings. Personnel from rural agencies were primarily concerned about the availability

of LTE coverage in their service areas. Several PSAP managers felt that planning for the NPSBN

was not necessary due to the lack of coverage. Individuals expressed their concern that the Urban

Area Security Initiative (USAI) areas would receive services well before the rural portions of the

state.

PSAP representatives and first responders from both rural and urban areas expressed

dissatisfaction with the wireless service provided by AT&T in Arizona. Of those interviewed, almost

all stated their strong reluctance to change from their current provider. Coverage will need to be

improved demonstrably before PSAP executive officials will consider changing carriers.

PSAP managers were interested in the benefits that NG9-1-1 will provide. Discussions about

NG9-1-1 were linked to the NPSBN regarding the exposure of telecommunicators to graphic images

and video. PSAP managers recognize the need to prepare staff for potential exposure to distressing

images. They also recognize the need to alter their hiring and selection process, and their training

regimens to address the potential exposure to disturbing images.

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1.2.1 Constraints

Three primary constraints were identified that affect some or all of the PSAPs where interviews were

conducted:

• Concerns regarding a lack of AT&T coverage and reliability in rural and tribal areas.

• Staffing levels at some PSAPs barely are adequate to handle the present call load.

Introduction into such facilities of new technology that provides better information, but which

requires a longer period of time spent with callers, may affect the quality of service during

periods of peak activity.

• Funds are not budgeted to upgrade CPE to facilitate an interface between NG9-1-1 and the

NPSBN to process multimedia data, such as video and images. Currently, no grant programs

are available that are focused on investment by municipalities in interfaces between NG9-1-1

and the NPSBN that would improve situational awareness for first responders.

1.2.1.1 Customer Premises Equipment

Some 9-1-1 CPE upgrades will be required at each of the PSAPs interviewed to accommodate all

functionality offered by integration of NG9-1-1 and the NPSBN.

1.2.1.2 Computer-Aided Dispatch

Respondents indicated the following CAD systems are in use throughout Arizona.

ADsi CIS Crimestar Hexagon

Kaseware Northrop Grumman SF CAD Spillman

Tyler New World Versaterm

According to the survey responses, 90 percent of PSAPs currently are not equipped to receive,

display, and archive multimedia data or to send/receive this data to first responders via the CAD

system. Some of the CAD vendors with installations in Arizona can exchange image files or

attachments, such as preplans for schools or other facilities, between the CAD system and mobile

data computers, provided a 3G or LTE connection is available. Video files and live video streams

between a CAD system and mobile environment rarely are seen due to bandwidth limitations. Most

CAD system vendors indicated that new interfaces with NG9-1-1-compliant CPE will be necessary to

receive multimedia files from citizens.

1.2.1.3 Wireless Connectivity

Many PSAPs surveyed have interfaces to commercial wireless services from their CAD and mobile

data systems. The primary use of these interfaces is to provide dispatch and status information in

conjunction with incidents. Motor vehicle and Criminal Justice Information System (CJIS) inquiries

were found to be the most common use of the wireless data interfaces from mobile computer

devices. Carrier-provided air cards are the most common devices used. The average monthly cost is

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$50 per month per device. AT&T’s FirstNet pricing for Arizona was negotiated at $37 per month per

data-only device.

2 Overview of FirstNet and Arizona PSAP Readiness

The NPSBN and NG9-1-1 together will enhance exponentially the role of PSAPs—which already are

the hub of the first-response wheel. PSAPs employ CPE for telephony purposes and to feed caller

location to a CAD system. Such systems are used to collect information on each incident handled by

a call-taker, to transfer this data to radio dispatchers, to make recommendations on what public

safety resources should be sent to an incident, and to monitor the status of public safety personnel

and vehicles. CAD systems may, but do not always, provide an interface with mobile data or land

mobile radio (LMR) systems. Most CAD systems are not configured to receive and distribute to first

responders the text, video, and image data that can be sent by callers. Even when such data can be

received by a PSAP, it often cannot be forwarded to first responders in a timely manner, or even at

all.

Because the NPSBN and NG9-1-1 are IP-based, broadband-enabled platforms, they will support

new forms of data communications that will flow into PSAPs and dramatically improve the situational

awareness of telecommunicators. This new data, if properly managed, will enable

telecommunicators to make better-informed decisions when they process calls and dispatch

emergency-response personnel and resources. The increased data flow also will enable them to

share vital information with first responders in the field, a capability that currently is rudimentary at

best due to the limitations of today’s legacy public safety communications systems.

It is critical that any data that flows into and out of the PSAP is secure. This is particularly true of any

information that might be subject to the provisions of the Health Insurance Portability and

Accountability Act (HIPAA), for instance, video and images of wounds suffered by the victim of a

traffic accident captured by first responders and/or citizens and transmitted to the PSAP.

The essence of every legitimate 9-1-1 call is that people’s lives and/or property are at significant risk,

and that every second matters. This makes the telecommunicator’s job inherently stressful. Those

stresses will rise quickly and profoundly if PSAPs are not positioned well to handle the enormous

amount of data that will be generated in an NPSBN/NG9-1-1 world.

This is not a matter of increasing staff, even if that were possible—which it is not given the fiscal

restraints under which many, if not most, PSAPs operate today. Even if adequate funding was

available, there is no reasonable number of staff that would be capable of processing the enormous

amount and new types of data that will be available in the future. Instead, PSAPs will need to make

numerous major operational and policy changes.

Legacy 9-1-1 systems employ telephone company technology that is being phased out and which is

being replaced by IP networks. The existing 9-1-1 network technology has many limitations

regarding the ability to transfer and coordinate calls across city, county, and state boundaries.

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Further, the analog technology that is still in use, or which has been simulated by software solutions,

is not capable of passing text, video, or images.

NG9-1-1 is intended to address the challenges associated with call location and routing. In the

NG9-1-1 environment, an IP network will be employed to connect the facilities of wireless and

wireline service providers to those of PSAPs. PSAPs will be nodes on this network—known as an

ESInet—that will connect them to wireless and wireline telephony service providers, other PSAPs,

and other public safety facilities.

Deployment of FirstNet’s NPSBN eliminates one constraint to a PSAP’s ability to provide the best

possible information to first responders, or to receive multimedia data from them in the field.

Implementation and adoption of the NPSBN will provide PSAPs with the ability to receive video and

images from citizens and first responders, thereby providing a tool that will improve situational

awareness, in turn enhancing first responder safety and their ability to protect citizens and property.

NG9-1-1 removes some of the constraints regarding the reception and transmission of text, video

and images from emergency callers.

Gaps remain in the emergency-call chain that are focused on the PSAP. Systems currently

employed in the PSAPs largely are based on old technology that was developed before the advent

of second-, third- and fourth-generation wireless networks, VoIP networks, and IP networks. To fulfill

the promise of improved data sharing between the public and first responders that is offered by

NG9-1-1 and the NPSBN, it will be necessary to begin the process of evaluating upgrades to legacy

CAD systems and other PSAP applications.

Specific gaps in the emergency-call chain concern a system and process to accept video or images

from 9-1-1 callers and first responders. Functions that are required include the presentation of

multimedia data on a monitor, association of this content with an incident number, routing and

archiving the data, and permitting the data to be shared within the public safety community. These

functions have not been standardized or developed by the providers of systems currently employed

in PSAPs.

PSAPs will need to deploy new data-analytics solutions. At the heart of such solutions is software

that is programmed to flag predefined events and anomalies so that telecommunicators can take

appropriate action when it is needed, for instance when a backpack has been left unattended for too

long in a transportation center. Some of these duties may need to be delegated to dedicated staff in

an intelligence center, situation awareness center, or video surveillance unit.

It is not practical for a call-taker/dispatcher to sit in front of a computer monitor for hours at a time,

day after day, sifting through footage captured by video systems without a loss of effectiveness in

performing the core functions within a PSAP. Data-analytics solutions operate in the background,

parsing data and prioritizing what the telecommunicator needs to see, and providing alerts when

appropriate. All of this enables telecommunicators to focus on the day-to-day aspects of the job,

primarily handling 9-1-1 voice calls.

In addition to implementing data analytics, thought must be given to data storage, which generally is

an expensive proposition. A decision will be needed concerning whether to store the data in-house

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or in the cloud. Other corollary decisions will need to be made, and policies crafted, concerning the

level and type of compression that will be used to store the data, how long the data will be stored,

how it will be secured, and how it will be accessed, and by whom.

Finally, from a technology perspective, an assessment of the PSAP’s various systems—most

notably its 9-1-1 CPE, i.e., call-handling equipment, and CAD systems—is vital. The goal of that

assessment is to determine what needs to be upgraded or replaced to ensure integration with both

the NPSBN and the NG9-1-1 system, so that information can flow seamlessly into the PSAP and

then back out to first responders in the field, and vice versa. The data floodgates are going to open

in an NPSBN/NG9-1-1 environment, which will release an information tsunami—and data analytics

will be critical to prevent telecommunicators from drowning.

2.1 Technology Effects on Telecommunicators

Perhaps the greatest challenge tied to the greatly increased volume and types of data that will flow

into the PSAP in the future is that an already stressful job—that of the telecommunicator—will

become far more demanding, simply because there will be many more data inputs. Consequently,

PSAPs will need to have policies and programs in place to ideally prevent telecommunicators from

becoming overwhelmed, or at least help them cope.

Yet another factor concerns what telecommunicators will encounter when citizens and first

responders begin to transmit videos and still images from the scene of an emergency incident. Many

of these videos and images will be horrifying even for seasoned field personnel to view or watch

live—e.g., wounds suffered by victims of a car accident, shooting incident or house fire—and none of

them are viewed by telecommunicators today.

That will change when the NPSBN and NG9-1-1 systems are operational and integrated, and it likely

will create a paradigm shift in PSAP operations and the level of telecommunicator engagement in

events when it occurs.

As a result, PSAPs will need to have additional critical-incident stress-management mechanisms in

place to help telecommunicators emotionally process what they encounter, and policies that enable

administrators to manage the situation effectively.

Training will take on even more importance in this environment. The future will be very different for

telecommunicators, so they will need to be trained very differently. In addition to learning the ins and

outs of data analytics, telecommunicators also will need to be taught how to triage the data streams

that enter the PSAP lest they are exposed to decision-making issues associated with too many

choices and analysis by paralysis, or wrongly focus on data that perhaps is less important than other

data for a given incident. Ideally automated processes will be implemented to streamline decision-

making and thus reduce telecommunicator stress. Perhaps more important, the PSAP’s recruitment

and hiring practices will need to adapt, simply because the telecommunicator of the future will need

additional skillsets. Similarly, administrators will need to be trained differently so that they are able to

effectively support telecommunicators who are operating in a radically different operational

environment.

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Arguably, telecommunicator certification will be even more vital in the NPSBN/NG9-1-1 environment,

not only because additional skillsets will be needed, but also because the tasks that

telecommunicators will perform in the future—e.g., juggling multiple data inputs simultaneously and

interacting with a data-analytics system—will be more complex.

Of course, the training described above will need to be developed. Who will do that? The PSAP

itself, a trade organization such as the NENA or APCO, or a for-profit company? Regardless of how

the training is developed, there will be a cost associated with implementing it in the PSAP. This will

require the 9-1-1 authority to secure funding specific to this purpose or adjust the PSAP’s operations

budget accordingly.

Preparing for the inevitable arrival of the NPSBN and NG9-1-1 in the PSAP will be an enormous

undertaking from an operational perspective. Both platforms together will change completely the

manner in which 9-1-1 centers and telecommunicators operate. New skillsets will be required, as will

new technology, policies, and training. This is necessary not only to safeguard telecommunicators

from the risks that will be created by the new data streams flowing into PSAPs, but more importantly,

to prepare them to effectively leverage the data to improve their situational-awareness and decision-

making capabilities. This will, in turn, enable them to better support first responders in the field. It

also will require new sources of funding or new approaches to budgeting.

2.2 Arizona’s Readiness

MCP learned, from visiting Arizona PSAPs and from the survey responses, that there are varying

degrees of understanding, readiness and planning on the part of the various stakeholders when it

comes to NG9-1-1 and the NPSBN. Traditionally, their primary focus has been on the core mission

of processing the volume of 9-1-1 calls and dispatching the appropriate resources, not situational

awareness. It will be important for PSAPs to remain involved in ongoing discussions as potential

primary users of the NPSBN, from the perspective of being able to share information from 9-1-1

callers with responders in the field.

CAD system vendors only recently have been focused on information sharing, via regional or CAD-

to-CAD networks that leverage standard or custom interfaces, or through data exchange hubs.

Further, standards are being developed and implemented regarding the integration of CAD systems,

records management systems (RMS) and 9-1-1 CPE. As technology is upgraded or replaced, it is

important that PSAPs have discussions regarding the NPSBN and NG9-1-1 with vendors as early in

the process as possible, to ensure that all of the appropriate interfaces are available as new systems

are installed. It will be critical that PSAP information technology (IT) support staff are included in

these discussions, and that they focus on cybersecurity issues that are now integral to the

conversation.

What this means for PSAPs is that they no longer will be able to look at an individual system in a

silo; rather, all systems will need to work together to provide the greatest benefit to the public and

first responders. With the announcement that Arizona has “opted in” to the NPSBN, users may form

a partnership with AT&T (FirstNet’s commercial partner for the NPSBN implementation), and PSAPs

should be part of the ongoing discussions regarding next steps in the NPSBN’s deployment across

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the state. Working groups that were formed to evaluate FirstNet’s state plan for Arizona should

continue meeting and moving into discussions of how best to implement the NPSBN statewide.

Governance and funding to support these new initiatives are other areas that need attention.

Information sharing across jurisdictions requires written memoranda of understanding (MOU) or

intergovernmental agreements. PSAPs will require dedicated funding or grants to support their

efforts related to staffing, training and new equipment. While costs associated with the

NPSBN/PSAP integration are not yet known, it is likely that these costs will be the responsibility of

the PSAPs.

2.3 Discussions with AT&T Regarding a NG9-1-1/FirstNet PSAP Interface

Discussions were held with AT&T representatives to ascertain their vision of the future integration of

the NPSBN with PSAPs, as well as the integration of the NPSBN with NG9-1-1 networks.

AT&T is in the process of deploying a nationwide ESInet with Next Generation Core Services

(NGCS) to support efficient and resilient NG9-1-1 deployments across the United States; the

solution is expected to go live in the second quarter of 2018. The ESInet is the foundational network

for interconnecting PSAPs and datacenters hosting NG9-1-1 applications, while NGCS enable the

proper location, routing and delivery of emergency calls to PSAPs in an NG9-1-1 environment.

NGCS are hosted within an ESInet and provide for intelligent call routing, as well as the provisioning

of location data and supplemental information to PSAPs.

NENA has developed a standard, NENA-STA-010.2-2016, NENA Detailed Functional and Interface

Standard for the NENA i3 Solution, commonly known as NENA i3, to define the functional elements,

interfaces, and protocols used for NG9-1-1 call delivery and data flow. To achieve end-state i3,

originating service providers (OSPs), such as telephone carriers, all must migrate to IP-based call

delivery, as opposed to the legacy time-division multiplexing (TDM) platform. (Almost no carriers that

have done so as of this writing.) During the transition from the legacy state to the end state, NENA i3

provides for legacy network gateways (LNGs) that will convert TDM-based calls to IP for integration

with the ESInet. Similarly, legacy PSAP gateways (LPGs) support IP call delivery to a legacy PSAP’s

CPE. In these situations, the LPGs will convert the IP traffic coming from the ESInet to legacy

protocols. AT&T’s solution provides for LPGs and LNGs to support PSAPs and carriers until they

support native IP call delivery, at which time the full benefits of NG9-1-1 will be experienced.

In addressing the question of how a PSAP will integrate with the NPSBN, AT&T stated that the

primary interface will be provided through the PSAP’s CAD system. AT&T representatives stated

that this currently presents a challenge due to the proprietary nature of the numerous CAD systems

in use, and the lack of a nationally accepted, open standard for these interfaces. AT&T envisions

providing connectivity to a PSAP through the AT&T multiprotocol label switching (MPLS) core

utilizing either an IP Security (IPSec) tunnel across the public internet, or utilizing an AT&T network-

based IP virtual private network (VPN). The preferred method would be through the IP VPN to

ensure a higher level of security, reliability, and dedicated bandwidth. This solution, however, would

have a cost to the PSAP for initializing the service, and then an ongoing service fee.

13

3 Arizona PSAP Assessments/Site Visits

The goal of the survey was a self-assessment of PSAP awareness and readiness for FirstNet’s

NPSBN and covered the following core focus areas related to PSAPs: governance, operations,

technology, resource management (i.e., human resources), interworking and motivation.

Subcategories were used to discuss specific subject areas within each category. (See Appendix A

for a copy of the survey.)

What follows is a summary of findings based on the visits and survey responses from representative

county, city and municipal PSAPs. Participants were encouraged to share the relevant sections of

the survey with key staff members to generate a response.

3.1 Overview of Findings

Seven PSAP interviews were conducted, in addition to the online survey tool that was utilized to gain

more detailed information. Thirty-two responses were received from multiple agencies (See

Appendix B.) The size of the 9-1-1 centers visited varied for both primary and secondary PSAPs,

ranging from two call-taker/dispatch positions at a municipal PSAP to 77 positions at a large city

PSAP, in addition to an EMS communications center with 45 positions. One finding is that, while

many PSAPs recently have upgraded their 9-1-1 CPE and CAD systems, additional hardware and

network upgrades may be necessary to interface with the NPSBN, or to take advantage of

applications that will operate on the network. Meanwhile, some PSAP managers see value in

sharing real-time video or other forms of multimedia with first responders, but only recently have

begun to discuss the impacts on their operations. Budgetary and financial factors also will drive the

ability of the managers to make any required updates to their PSAPs necessary to prepare for the

NPSBN implementation.

Other key highlights from the discussions and survey responses are as follows:

• While several PSAP managers and staff indicated that they are familiar with FirstNet and the

NPSBN, few had detailed knowledge, and many were not focused on current events

surrounding the AT&T contract award or the potential impact of the network on their

operations. While some of the PSAP management personnel had attended outreach

sessions, many had not focused on FirstNet or were in the early stages of discussions.

• Several PSAPs are in the early stages of NG9-1-1 deployment with text-to-9-1-1 capabilities.

• Often requirements to support NG9-1-1 are included in specifications or discussions with

vendors to upgrade or replace key PSAP systems, such as CAD systems or 9-1-1 CPE;

however, little has been discussed regarding integration with the NPSBN.

• The level of IT support available varies; some PSAPs have dedicated IT staff in-house while

others must rely on their city or county for IT support. It will be important that IT managers

are engaged and that cybersecurity concerns related to the NPSBN-to-PSAP and NPSBN-

to-NG9-1-1 integration be addressed.

14

• When discussing the March 2017 award of the NPSBN implementation to AT&T, a common

concern voiced by PSAPs and first responders was a perceived lack of reliable AT&T LTE

coverage within some counties in Arizona. Of those PSAPs that responded to the survey, 96

percent indicated that Verizon was their predominant wireless carrier that offered better

coverage to first responders.

• When asked why PSAPs have not focused on the NPSBN, the biggest factor concerned a

lack of detailed information from FirstNet or AT&T regarding PSAP integration and details

regarding applications support, followed by agency budget and time constraints.

• Funding for any new operating expense related to the NPSBN is a concern, as upgrades to

PSAP equipment currently are not funded by the State.

• Little if any discussion has taken place among managers regarding the NPSBN’s impact on

PSAP call-takers and dispatchers.

• Respondents were asked to share their thoughts regarding FirstNet. Some comments

received indicate that not enough information is being made available to the PSAP

community.

• Respondents were asked whether they anticipate that FirstNet will provide positive or

negative changes to PSAP and field operations. While the responses were mostly positive,

many were concerned about the impact on staff.

3.1.1 NPSBN Readiness Continuum

The NPSBN Readiness Continuum, developed by MCP, includes a description of readiness

conditions that range from a lack of awareness and preparation to optimal readiness.

Below is a summary of where the 32 respondents rated themselves regarding readiness for

FirstNet’s NPSBN in the major survey categories using the continuum. The NPSBN PSAP

Readiness Survey is intended to identify the state of readiness within Arizona PSAPs to implement

the NPSBN functionality. This findings report will aid PSAP managers in the process of preparing the

organization to incorporate the NPSBN into daily operations.

The entire survey results are available as Appendix B of this report.

15

Readiness Continuum – Governance

Minimal Readiness Limited

Readiness

Mid-Range

Readiness

Improved

Readiness Full Readiness

Designated PSAP

coordinator/director

recognized as the

State point of contact

(SPOC)

Local

administrative

and database

staff support

PSAP

operations

IT/GIS

personnel are

in place and

advancing

PSAP

technology and

geospatial

capabilities

PSAP

management/

decision-making

team includes

technical

positions

PSAP

management

supports team

members active in

regional, state and

federal

interoperability

initiatives

Figure 1: Governance

16

Readiness Continuum – Budget and Finance

Minimal

Readiness Limited Readiness

Mid-Range

Readiness

Improved


Local

government is

aware and

supportive of

current needs

Agency possesses

and communicates a

local strategic plan

that includes

financial needs

Local strategic

plan is

supported by

external funds

(state, federal)

Regional or

multiagency

approach to

funding a

strategic plan

Implementation and

sustainment costs of

regional or multiagency

strategic plan are in

place from external

funds

Figure 2: Budget and Finance

17

Readiness Continuum – Agency Authority

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


Local agency

maintains

decision-

making for

approved

projects

Local agency

maintains wide

decision-making

latitude for the

agency

Multiagency

collaboration on

focused, short-term

projects – decision-

making resides at the

local level

Consistent

multiagency

collaboration –

decision-making

resides at the local

level

Decision-making

authority resides

in a multiagency

governing board

Figure 3: Agency Authority

18

Readiness Continuum – Stakeholder Communications

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


Internal

communication

plan is

established and

executed

External

communication

is executed

upon request

Communication plan

addresses and

executes proactive

communications to

internal and external

stakeholders

Internal and

external

stakeholders

are convened

for focused

efforts

Established

committees are

comprised of internal

and external

representatives who

are part of a regular

decision-making

process

Figure 4: Stakeholder Communications

19

Readiness Continuum – Operational Planning

Minimal

Readiness

Limited

Readiness Mid-Range Readiness

Improved


Limited

awareness of

operational

impact

Some awareness

of operational

impact

Early stages of

planning for NG9-1-1

and NPSBN

applications

Impact

assessment

completed

Operational

guidelines

created

Figure 5: Operational Planning

20

Readiness Continuum – PSAP Systems

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness Improved Readiness Full Readiness

Have not

evaluated

current

systems

Baseline

assessment of

PSAP systems

Working group

formed to address

NPSBN and

NG9-1-1

operational issues

Requirements for

integrating the

NPSBN into the

PSAP are defined

PSAP systems are

fully IP-capable and

ready to accept

NPSBN applications

Figure 6: PSAP System

21

Readiness Continuum – PSAP Policies and Procedures

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


Agency has no

policies in place

to address the

NPSBN

Agency is

discussing

policies and

procedures for

the NPSBN

Agency is

developing

policies and

procedures for

the NPSBN

Policies and

procedures are

being integrated

into planning for

the NPSBN

Agency has

implemented

policies and

procedures for the

NPSBN

Figure 7: Policy and Procedures

22

Readiness Continuum – Human Resources

Minimal Readiness Limited Readiness Mid-Range Readiness Improved


PSAP subscribes

to traditional

staffing models to

meet current

operational

capabilities, and

has not discussed

the impact of the

NPSBN on staffing

Agency is

following FirstNet

activities and

studying potential

impacts on staffing

to determine

needs for an

NPSBN-capable

PSAP, but has not

taken planning

steps

Agency collaborates

(e.g., working group)

to explore

NPSBN/NG9-1-1

staffing needs based

on implementation of

bidirectional

multimedia data

capabilities

Agency drafts

framework of

new staffing

requirements

Agency staffing

plans and

models in place

are adequate to

meet the needs

of an NPSBN-

capable PSAP

Figure 8: Human Resources

23

Readiness Continuum – Training

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


PSAP

subscribes to

traditional

training models

to meet current

operational

capabilities,

and has not

discussed the

impact of the

NPSBN on

training

Agency is

following

FirstNet

activities and

studying

potential

impact on

training to

determine

training needs

for an NPSBN-

capable PSAP,

but has not

taken planning

steps

Agency collaborates

(e.g., working group)

to explore training

program needs –

including position-

specific content

based on the

NPSBN-related

implementation of

bidirectional

multimedia data

capabilities

Agency begins to

make training

decisions –

including

budgetary – based

on anticipated new

capabilities (e.g.,

modifies training

programs and

drafts content

designed to

include broadband

capabilities, and

addresses

technology

proficiency in the

PSAP)

To prepare staff to

be trained and ready

to accept new

responsibilities for

video and other

media that can be

shared with

emergency

responders, agency

plans are in place

and training can

begin when directed

Figure 9: Training

24

Readiness Continuum – Motivation to Adopt the NPSBN

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness Improved Readiness

Full

Readiness

Staff use

language and

references that

indicate

skepticism and no

desire to

implement/adopt

the NPSBN

Staff use

language and

references that

indicate

skepticism, but

show a desire to

plan and learn

more about the

benefits of

implementing

and adopting

the NPSBN

Staff use

language and

references that

indicate that,

while they

continue to

explore the

possibilities of

implementing/

adopting the

NPSBN, they

have begun

conducting

planning activities

Staff use language and

references that indicate

they have begun making

decisions based on the

expectation of

implementing/adopting

the NPSBN

Staff use

language

and

references

that indicate

they are

excited to

implement/

adopt the

NPSBN and

go live when

directed

Figure 10: Motivation

25

3.2 County/Regional PSAP Meetings

3.2.1 Maricopa Region 9-1-1

The agency serves 26 PSAPs in the region, including municipal, county, Arizona Department of

Public Safety (DPS), tribal, military, and university facilities. Maricopa Region 9-1-1 provides

emergency services to more than 4 million people in the county—including Phoenix, the country’s

fifth-largest city—as well as the city of Apache Junction in neighboring Pinal County. The agency

handles 70 percent of all 9-1-1 calls in the state, and hosts quarterly PSAP manager meetings and

working groups as needed.

Maricopa Region 9-1-1 leadership expressed interest in using the NPSBN to support the

provisioning of LTE service to PSAPs. This would provide a redundant path for delivering 9-1-1 calls.

Maricopa Region 9-1-1 recently updated its NG9-1-1 implementation plan and is in the process of

upgrading its 9-1-1 CPE with a NG9-1-1 solution provided by Solacom.

3.2.2 Yavapai County Sheriff’s Office

MCP met with command staff from the Yavapai County Sheriff’s Office. To date, the Yavapai County

Sheriff’s Office has not invested time in planning for the NPSBN due to the lack of coverage.

Command staff expressed dissatisfaction with AT&T’s coverage. He said that there is no intent to

change from Verizon. They are more concerned with quality of service than priority or preemption.

Brian feels that only UASI areas will embrace the NPSBN.

3.2.3 Gila County Sheriff’s Office

The PSAP manager indicated that the Sheriff’s Office is just learning about FirstNet and the NPSBN.

From the survey, they indicated that they do have a five-year strategy because they are very

dependent on grants for system improvements and technology upgrades. The Sheriff’s Office is part

of the eastern homeland security group—a board exists that meets and weighs the needs of the

agency’s requests. The PSAP manager stated that everything the PSAP does is collaborative,

including participation in quarterly regional PSAP meetings. She added that the NPSBN’s impacts

will be on staffing, media storage, policies, protocols and data management.

3.2.4 Tucson Fire Department

The meeting was conducted at Tucson Fire Department headquarters. The fire department and

police department recently combined operations into a single PSAP under a new communication

department. The fire department previously had served as the primary 9-1-1 agency. The fire

department also dispatches for eight other fire departments in the area. They operate on a Hexagon

CAD system, v.9.4. The city’s IT staff assigned to public safety seem current and capable to support

the NPSBN.

The fire department intends to implement fire station alerting and is interested in the U.S. Digital

Phoenix G2 system.

26

3.2.5 City of Chandler Police Department

The city has contiguous borders with Phoenix. It covers 44 square miles and has a population of

250,000. It is served by Maricopa Region 9-1-1. The PSAP dispatches for the police department,

while the fire department is dispatched by the Phoenix Fire Department.

The PSAP uses a Versaterm CAD system—the Phoenix fire and Tempe police departments are also

on a Versaterm CAD system, though there is no CAD-to-CAD connectivity.

The city uses the state contract for Verizon service at $40 per month for unlimited service, with no

charge for the device.

The representatives had questions about the development and availability of applications. One

question involved the ability of local IT staff to develop apps for use on the NPSBN.

The department participates in a lot of regional planning. There are multiple committees depending

on the topic—the Regional Wireless Cooperative (RWC) has the executive committee—and various

working groups including Public Safety Answering Point Managers through the Maricopa Association

of Governments (MAG), Motorola Trunked Users Group (MTUG), and the Urban Area Security

Initiative (UASI) Interoperable Communications Subcommittee.

3.2.6 City of Tempe Police Department

The city also shares borders with Phoenix and Chandler. It covers 40 square miles and has a

population of 172,000. The population increases by 40 percent daily due to Arizona State University

and major employers in the city.

The police department operates the primary PSAP and only provides police dispatching. The fire

department is dispatched by Rural Metro. The police department operates on a Versaterm CAD

system; web access to the CAD system is not yet available.

The police department has implemented a critical incident stress management (CISM) program for

officers. The officers can meet voluntarily with mental health counselors on a quarterly basis. This

can be extended to PSAP staff as well.

The police department expects to implement text-to-9-1-1 service in March 2018 using a third-party

application.

The city is investigating the possibility of an alarm company using drones to respond to alarm

activations.

They use Digital-evidence.com for cloud data storage.

The PSAP manager participates in monthly regional meetings focused on public safety issues, and

participates quarterly in meetings focused on county and regional issues. Other staff participate in

meetings focused on regional and county issues on a monthly basis. The PSAP manager and some

27

other staff participate at the state and national level on an as-needed basis, but at least once a

quarter. FirstNet has been a topic for discussion in all meetings related to public safety based on the

anticipated impact of the NPSBN on operations.

3.2.7 Hualapai Tribe Department of Emergency Services

The department is implementing a Spillman CAD system in March 2018. It continuously works with

Mohave County and city partners, including the Intertribal Council of Arizona (ITCA), Mohave County

Fire Chiefs Association, and Mohave County Emergency Management (which has included the

NPSBN in its planning). However, there have been no FirstNet conversations within most of these

entities. An exercise being planned for March/April 2018, and organizers are thinking about including

FirstNet and dispatch.

Comments from their survey regarding FirstNet and the NPSBN include the following:

“Love the capabilities but are concerned with where we are at today with AT&T and their five-year

plan. Questioning AT&T’s commitment—but the technology is great. Too fresh right now for

everyone to understand. … Education and outreach will be needed.”

“It is a big advancement for our program. The capabilities are exciting. Would better serve us not

only as an agency, but for those we serve.”

3.2.8 Flagstaff Police Department

The consolidated City of Flagstaff/Coconino County Communications Center is the 9-1-1 dispatch

center for law enforcement, fire, and EMS in the city.

In October 2001, an Intergraph Public Safety CAD system went live.

Flagstaff recently transitioned to an 800 megahertz (MHz) digital trunking radio system.

Comments from their survey regarding FirstNet and the NPSBN include the following: “Participating in regional meeting and committees. Talk about FirstNet at our co-location meetings.

But not sure if we are moving forward with it, so don't have a plan for it yet. Will be taking information

back from regional meeting and discussing it. Other PSAPs in the county sometimes come to the

meetings. But haven't reached out and had a meeting focused on this topic.”

“Always open to new technologies that will improve our ability to serve our citizens. Have concerns

with coverage that need to be addressed. Not sure how it is going to make what we currently have

any better. Not sure that FirstNet is going to be bringing in anything that is not coming in anyway.”

28

4 Technical Impacts

It is expected that, sometime in the future, the number of data

inputs that stream into a PSAP will increase significantly,

largely driven by the fact that both the NPSBN and NG9-1-1

systems are IP-based and broadband-enabled, and thus

capable of receiving and transmitting enormous amounts of

data. In addition to data received from citizens, data from other

sources such as sensors and other elements of the Internet of

Things (IoT) will provide a wealth of data sources.

Today, a PSAP might receive an alert from a gunshot-

detection system and a 9-1-1 voice call from a caller reporting

a shooting at the same location. Depending on the

circumstances, the information received from the caller may be

significantly limited due to fear of being discovered or a

reluctance to get significantly involved.

The following is a hypothetical example of how such an event

might play out after these vital communications platforms are

operational:

• The gunshot-detection system sends a notification to a

PSAP. Cameras attached to the system are activated

automatically and a live video stream is transmitted to

the PSAP. In addition to the gunshot-detection system

cameras, all street cameras within a three-block radius

automatically are streamed into the PSAP, as well as

to all police officers within the same radius.

• Shortly after the PSAP receives the gunshot notification, a citizen calls to report a shooting,

but does not want to give his name or get more involved. However, he does provide the

license plate number of a vehicle he believes is connected to one of the parties involved in

the shooting.

• The gunshot-detection system camera fixes on two male subjects in the direct vicinity of the

gunshots, triggering a facial recognition database search. The telecommunicator dispatches

available officers to the scene. The license plate number provided by the citizen is revealed to

belong to a stolen vehicle, so the telecommunicator enters the information into the automated

license plate reader (ALPR) database, to alert officers to that fact and to flag the vehicle as

possibly being involved in the shooting.

• Facial recognition searches are able to identify the two individuals revealed by the gunshot-

detection system, both of whom are found to have extensive violent criminal histories. All

information is provided to responding officers, as well as images of the suspects.

Enabling and Managing It All

New data systems will deliver

new and different capabilities for

emergency response. Some

opportunities we see in a NG9-1-

1/NPSBN environment include:

• Real-time video streams

• State-of-the-art

surveillance systems

• Geofencing

• Video communication

with first responders

• Social media alerts and

monitoring

• Traffic light control

systems

• Text-to-9-1-1; Video-to-9-

1-1

• Facial-recognition

software

• ALPR systems

• Gunshot-alerting s

29

• Within two minutes of the original notification, a notification is received from an ALPR located two

blocks from the shooting location indicating that the vehicle is in motion at that location.

Responding officers are able to quickly locate the vehicle and stop and arrest the suspects.

The data inputs described above will raise situational awareness in the PSAP to levels that were

unimaginable only a short time ago given the limitations of today’s public safety communications

systems—such is the power of the NPSBN and NG9-1-1, particularly if they are converged, which

will be essential if data is to flow between them seamlessly. However, much work needs to be done

by the nation’s 9-1-1 centers if they want to harness the full potential of these networks.

Technical Impact 1: Interface Development

The technical impacts on the PSAP that will emerge from the implementation of the NPSBN and

NG9-1-1 systems are considerable. The first concerns establishing the interfaces that will be needed

to allow the myriad data streams to flow into the 9-1-1 center and then to enable telecommunicators

to interact with them. While these interfaces are crucial—they provide the translation necessary for

disparate systems to communicate with each other—developing them is not particularly complicated,

and a burgeoning marketplace of application developers exists that can be tapped for this purpose,

including vendors that long have served the public safety community, as well as third-party entities.

The more-critical consideration is that a great many interfaces will be needed. Some will connect the

PSAP directly to data-generating systems, such as the city’s video surveillance system or the bank’s

alarm system. Others will be machine-to-machine based; an example is the interconnection between

the bank’s alarm system and the geofencing solution, as well as the traffic light control system,

which in the above scenario automatically changed signals to red when the alarm was triggered.

Some of these interfaces will reside within the PSAP, while others will be hosted in cloud-based

solutions.

Technical Impact 2: Data Analytics

Another key technical impact concerns managing the tsunami of data that will flow into the 9-1-1

center. No human is capable of simultaneously juggling the number of data streams that will be

generated when a major incident occurs, whether it is a bank robbery, multivehicle pileup on the

freeway or terrorist bombing.

30

Figure 11: The Technological Evolution of the PSAP

Consequently, PSAPs will need to deploy one or more data-analytics solutions to automate the

process of triaging the data inputs and then flagging for the telecommunicator those that are most

relevant and require their attention. Such solutions will be integral to ensuring that the NPSBN and

NG9-1-1 reach their full potential, because without them telecommunicators quickly will become

overwhelmed by the amount of data that flows through these networks into the PSAP.

Technical Impact 3: Onsite or Cloud-Based Data Storage

Thought also must be given to storing and securing the data. Regarding storage, the key question

involves whether the storage will be accomplished onsite or in the cloud, though decisions also will

need to be made concerning the type of data compression that is used, which in the case of video

could have a bearing on whether the data will be court-admissible.

31

Technical Impact 4: Cybersecurity Risks

It is critical that any data that flows into and out of the PSAP is secure. This is particularly true of any

information that might be subject to the provisions of HIPAA, for instance, video and images of

wounds suffered by the victim of a traffic accident captured by first responders and/or citizens and

transmitted to the PSAP. The National Institute of Science and Technology’s (NIST) Cybersecurity

Framework provides an excellent resource to get PSAPs started. Another option is the Identity,

Credential and Access Management (ICAM) initiative that is being developed for the NPSBN; ICAM

considers technology, governance, and best practices for managing access to secure networks and

data. It seems logical that FirstNet and the 9-1-1 community would take similar, if not identical,

approaches to cybersecurity.

Preparing for the data flood that will ensue once the NPSBN and NG9-1-1 are converged needs to

begin now, if only to plan, because these will be time-consuming endeavors. They also will be costly,

which is why it is imperative that Congress provides financial support, as it did when it enacted the

Middle Class Tax Relief and Jobs Creation Act of 2012. This legislation not only created FirstNet, but

also provided $7 billion in seed money for implementation of the NPSBN.

The 9-1-1 community needs similar support, not only to implement NG9-1-1 from coast to coast, but

also to deploy the technology that PSAPs will need to take full advantage of this breakthrough. 9-1-1

funding is a huge issue—there simply is not enough of it. Due to the lack of funding, many PSAPs

today are struggling to provide basic services and to keep their legacy systems operational. In 2017,

Senators Amy Klobuchar (D-Minn.) and Bill Nelson (D-Fla.) introduced legislation that seeks to make

NG9-1-1 implementation a national priority—providing meaningful funding would be a leap in the

right direction. The bill currently is being reviewed by the Committee on Science, Commerce and

Transportation.

4.1 Wireless Communications Hardware

Whether using a tablet computer, smartphone or in-vehicle laptop, these communication devices will

require a means by which to connect to the NPSBN. Of course, smartphones and tablets typically

use embedded 3G/4G LTE radio chips, an integrated antenna system and a SIM2 card to

authenticate and connect to commercial wireless networks. Sonim Technologies, a ruggedized LTE

handheld device manufacturer, has been manufacturing devices that are certified to operate on

AT&T’s commercial network since 2013. One of their latest offerings, the Sonim XP8, pictured in

Figure 13, is certified to function on AT&T’s commercial LTE network and 700 MHz Band 14 LTE

network, when the latter is available.3 In June 2017, Motorola announced its own LTE handheld, the

LEX F10,4 that also will operate on the AT&T commercial network and the Band 14 LTE network

when it is deployed.

2 Subscriber identification module 3 Sonim Technologies, Inc., Sonim XP7, http://www.sonimtech.com/administrator/components/com_sonim//downloads/Sonim-XP7-Datasheet-EU.pdf. 4 Motorola Solutions, Inc., LEX F10, https://www.motorolasolutions.com/content/dam/msi/docs/products/lte-user-devices/lex_f10_specifications.pdf.

http://www.sonimtech.com/administrator/components/com_sonim/downloads/Sonim-XP7-Datasheet-EU.pdf

https://www.motorolasolutions.com/content/dam/msi/docs/products/lte-user-devices/lex_f10_specifications.pdf

https://www.motorolasolutions.com/content/dam/msi/docs/products/lte-user-devices/lex_f10_specifications.pdf

32

Figure 12: Sonim XP8 Ruggedized LTE Handheld

Ruggedized wireless routers long have been used by public safety. Many ruggedized routers will

meet or exceed select military specifications (e.g., MIL-STD-810G) to withstand the harsh

environmental and operational conditions found in public safety vehicles. Sierra Wireless and

Cradlepoint are leading manufacturers of commercial LTE ruggedized routers for public safety

applications that require 24 x 7 duty cycles. Both have introduced Band 14-capable routers that

provide dual-band LTE, commercial, Band 14, and Wi-Fi connectivity. Cradlepoint is offering an

innovative solution that offers clients, such as the City of Page (Arizona) Police Department, the

ability to add an additional modem that docks with the existing hardware. Figures 14 and 15 depict

the front and rear views of the Cradlepoint COR IBR1100 wireless router, the units deployed in City

of Page police vehicles.5

Figure 13: Cradlepoint COR IBR1100 Front View

Figure 14: Cradlepoint COR IBR1100 Rear View

5 Cradlepoint, https://cradlepoint.com/sites/default/files/city-of-page-cs-3.pdf.

https://cradlepoint.com/sites/default/files/city-of-page-cs-3.pdf

33

Figure 16 depicts Cradlepoint’s latest offering to upgrade existing COR series routers with Band 14

capabilities. The MC400L2 modem is a docking unit that integrates with the existing modem and is

advertised as “field upgradeable.” Figure 17 depicts the COR IBR1100 modem with an MC400L2

Band 14 LTE modem integrated beneath it. Agencies can take an existing Cradlepoint modem that

is provisioned to operate on AT&T’s commercial LTE network and then add Band 14 LTE very

easily. Those agencies that use their primary modems to connect to other commercial LTE networks

will be faced with a decision to retain their existing carrier or migrate to Band 14; if it chooses the

latter, it would be able to access AT&T’s commercial LTE network as well.

Figure 15: Cradlepoint MC400L2 Band 14 LTE Modem

Figure 16: Cradlepoint COR IBR1100 Modem with Integrated MC400L2 Modem

4.2 Data Exchange Hubs

MCP has had extensive interaction with software vendors that provide connectivity between

disparate public safety systems through data exchange hubs. One of the most successful data

exchange hubs with which MCP has been engaged is the National Capital Region (NCR) CAD2CAD

initiative.6 This data exchange hub, developed by Emerging Digital Concepts (EDC), allows fire and

rescue departments to share CAD events and request mutual-aid assistance via the hub, which

connects multiple jurisdictions utilizing disparate CAD systems. Typically, these systems could not

exchange data with each other without paying for an interface between every system. The data

6 National Capital Region CAD2CAD brochure, https://ncrnetdotus.files.wordpress.com/2016/03/cad2cad-brochure-_march-2016-v-finaldraft-pub.pdf.

https://ncrnetdotus.files.wordpress.com/2016/03/cad2cad-brochure-_march-2016-v-finaldraft-pub.pdf

https://ncrnetdotus.files.wordpress.com/2016/03/cad2cad-brochure-_march-2016-v-finaldraft-pub.pdf

34

exchange hub handles the translation and formatting of data within the hub and then transmits the

data to the intended recipient. Another large player in this market is FATPOT, which has worked with

CAD system and RMS vendors throughout the country to exchange CAD event data, as well as

investigative data within an RMS.

In January 2017, NENA and APCO jointly published the NENA/APCO Emergency Incident Data

Document (EIDD).7 The document “provides a standardized, industry-neutral National Information

Exchange Model (NIEM) conformant (XML-based) specifications for exchanging emergency incident

information to agencies and regions that implement NG9-1-1 and Internet Protocol (IP) based

emergency communications systems.”8 However, until all public safety software manufacturers

adopt and develop systems that can meet such published standards, it is likely that data exchange

hubs will be a necessity, especially in the early days of the NPSBN deployment.

5 Conclusion

Multimedia data streams made possible by the NPSBN and NG9-1-1 have the potential to provide

PSAPs with unprecedented situational awareness information that will make both telecommunicators

and first responders more effective. To fully leverage this capability, PSAP managers will be

confronted with technical, financial, operational and personnel development challenges. As with

implementation of other transformational technologies, there will be cultural and procedural changes

that will need to be anticipated and managed.

PSAPs interviewed by MCP on behalf of ADOA have the basic systems and procedures to handle

9-1-1 calls and to provide connectivity with wireless data networks. Gaps exist in the reception,

distribution and archival of multimedia data that will be available when NG9-1-1 is deployed and

when the NPSBN is fully operational. Planning is required to define and quantify a variety of

technical impacts, from interfacing with myriad data sources to managing, storing and securing the

data.

Implementation of the transformational technology will require development of guidelines and

practices that will be needed to quantify the financial, operational, and technology needs of the

PSAPs. ADOA has an important role in working with PSAP partners to assist in development of the

guidelines and practices that will be applicable to all PSAPs in the state.

7 NENA/APCO Emergency Incident Data Document (EIDD), https://www.nena.org/?EIDD. 8 Ibid.

https://www.nena.org/?EIDD

35

Appendix A: PSAP Readiness for FirstNet Continuum Survey

The First Responder Network Authority (FirstNet) is leading the implementation of the Nationwide Public Safety Broadband Network,

which is intended to enhance the ability of first responders to receive and share critical information.

The public safety answering point (PSAP) will serve as the hub of this information network. FirstNet offers the potential to expand the

definition of interoperability to include data, imagery and video, as well as the ability to track and monitor emergency personnel

during emergency operations. Telecommunicators will have access to more information, enabling them to make better-informed

decisions. PSAP managers and telecommunicators must initiate the steps that are necessary to incorporate emerging technologies

into the PSAP environment.

This PSAP Readiness Survey is intended to identify the state of awareness, understanding and readiness within Arizona PSAPs to

implement FirstNet functionality.

The associated findings report will aid PSAP managers in the process of preparing their organizations to incorporate FirstNet into

daily operations.

Any questions or problems with the survey please contact Steve Haberman @ [email protected] or 814-325-9247.

The FirstNet Readiness Continuum includes a description of readiness conditions that range from a lack of awareness and

preparation to optimal readiness. The following definitions are intended to aid PSAP managers in the assessment process.

Minimal Readiness: Characterized by a general lack of awareness or knowledge of FirstNet and the capabilities. The PSAP has not

initiated planning to adopt and incorporate broadband functionality.

Limited Readiness: PSAP managers and telecommunicators are aware of FirstNet initiatives and proposed broadband capabilities.

Personnel are educating themselves on FirstNet issues. PSAP managers are developing a proactive approach to identifying and

mitigating the potential impacts of broadband applications on PSAP operations.

Mid-Range Readiness: PSAP managers and telecommunicators are transitioning from knowledge and awareness of FirstNet

initiatives to establishing a foundation to implement broadband features. Capabilities are not yet operational; however, planning for

operational, technology and policy changes are planned or in progress. Managers share information and promote FirstNet initiatives

with senior officials and decision-makers to garner their support. Managers are participating in regional and/or state FirstNet

planning. Managers assess capabilities and develop an understanding of the potential impacts of implementing broadband

initiatives. This includes identifying network requirements, information sharing, and cybersecurity.

Enhanced Readiness: PSAP managers have begun executing FirstNet implementation plans. Decision-makers and senior officials

are supportive of adopting FirstNet initiatives. This includes provision of necessary funding and execution of agreements.

Telecommunicators are undergoing training as applications are acquired and installed. Cybersecurity measures have been

enhanced.

Full Readiness: The PSAP has implemented policies and standard operating procedures (SOP) necessary to provide governance

regarding the use of FirstNet features. Network upgrades have been implemented and the PSAP has adopted technology

enhancements that provide seamless sharing of information. The telecommunicators are being prepared to utilize new features and

MCP Survey - Arizona PSAP Readiness for FirstNet Survey http://mcpsurvey.com/c/index.php/admin/printablesurvey/sa/index/survey...

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functionality. PSAP managers have implemented performance measures and are monitoring trends to identify emerging

technological features and best practices. PSAPs are being integrated within regions and the state to enhance data sharing and to

provide operational redundancy.

There are 115 questions in this survey

GovernancePSAP Readiness Continuum

Minimal ReadinessLimited

Readiness

Mid-Range

Readiness

Improved

ReadinessFull Readiness

Designated PSAP

Coordinator/Director

recognized as the

State Point of Contact

(SPOC)

Local

administrative

and database

staff support

PSAP

operations

Information

technology

(IT)/geographic

information system

(GIS) personnel are

in place and

advancing PSAP

technology and

geospatial

capabilities

PSAP

management/

decision-

making team

includes

technical

positions

PSAP

management

supports team

members active

in regional, state

and federal

interoperability

initiatives

1 []Describe the organizational structure of the agency. *

Please write your answer here:

Describe the positions established within the organization that oversee operational, technology, and administrative functions.

2 []Is there an established organizational chart available? If yes, Please upload a JPGor DOC file.

Please upload at most one file

Kindly attach the aforementioned documents along with the survey


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3 []

How frequently do PSAP managers or personnel actively participate in workgroups,committees, commissions, etc., that are focused on public safety issues at thecounty, regional, state, or national level? Has FirstNet been discussed at any ofthese sessions?


4 []Based on the descriptions in the readiness continuum at the top of the page andyour answers, check the box that describes your agencies current status. *

Please choose only one of the following:

Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Budget and FinanceBudget and Finance

Minimal

ReadinessLimited Readiness

Mid-Range

Readiness

Improved


Local

government is

aware and

supportive of

current needs

Agency possesses

and communicates a

local strategic plan

that includes financial

needs

Local strategic

plan is

supported by

external funds

(state, federal)

Regional or

multiagency

approach to

funding a

strategic plan

Implementation and

sustainment costs of

regional or multiagency

strategic plan are in

place from external

funds

5 []Describe the agency’s financial forecasting and budgeting practices. *


Are budgetary strategies contingent upon regional or multiagency planning and goal-setting?

6 []

Are senior officials and policymakers supportive of budgetary requests related tothe adoption of emerging technologies or public safety national initiatives?

*


Yes

No


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7 []

Is the agency pursuing external funding options (e.g., state and federal grants)?

*


Yes

No

8 []

Is this activity conducted in coordination with partner agencies?

*

Only answer this question if the following conditions are met:

Answer was 'Yes' at question '7 [GBF01C]' ( Is the agency pursuing external funding options (e.g., state and federal grants)? )


Yes

No

9 []Are budgetary strategies contingent upon regional or multiagency planning andgoal-setting? *


Answer was 'Yes' at question '7 [GBF01C]' ( Is the agency pursuing external funding options (e.g., state and federal grants)? )


Yes

No

10 []Based on the descriptions in the readiness continuum at the top of the pageand your answers, check the box that describes your agencies current status. *


Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Agency AuthorityReadiness Continuum

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


Local agency

maintains

decision-making

for approved

projects

Local agency

maintains wide

decision-making

latitude for the

agency

Multiagency

collaboration on

focused, short-term

projects – decision-

making resides at the

local level

Consistent

multiagency

collaboration –

decision-making

resides at the local

level

Decision-making

authority resides

in a multiagency

governing board

11 []

Describe the level of autonomous decision-making the agency’s leadership team ispermitted (i.e., project management decisions that maintain budgetary parametersbut alter operational procedures).

*


12 []

Is the agency an active participant in a multiagency entity, such as a collocated orconsolidated PSAP, with some level of collaboration and/or decision-makinglatitude?

*


Yes

No


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Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Stakeholder CommunicationsReadiness Continuum

Minimal

Readiness

Limited

ReadinessMid-Range Readiness

Improved


Internal

communication

plan is

established and

executed

External

communication is

executed upon

request

Communication plan

addresses and

executes proactive

communications to


stakeholders

Internal and

external

stakeholders are

convened for

focused efforts

Established committees

are comprised of


representatives who are

part of a regular

decision-making

process

14 []

Describe the agency’s communication plan—with internal stakeholders, externalstakeholders, or both—concerning FirstNet, particularly how integration with thenetwork will impact PSAP operations.



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15 []

What is the established process to collaborate with stakeholders on issues andtopics that influence the public safety community?


16 []Do internal stakeholders promote operational and/or technologicaladvancement in the public safety community? *


Yes

No

17 []Do external stakeholders promote operational and/or technologicaladvancement in the public safety community? *


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Operational PlanningOperational Planning

Minimal

Readiness

Limited

ReadinessMid-Range Readiness

Improved


Limited

awareness of

operational

impact

Some

awareness of

operational

impact

Early stages of planning

for Next Generation

9‑1‑1 (NG9‑1-1) and

FirstNet applications

Impact

assessment

completed

Operational

guidelines

created

19 []Does your management team routinely meet and discuss the impact ofFirstNet on the operation? *


Yes

No

20 []

Does the team have a strategic plan in place for FirstNet implementation?

*


Answer was 'Yes' at question '19 [OOP1]' (Does your management team routinely meet and discuss the impact of FirstNet on

the operation?)


Yes

No

21 []

Has the team identified FirstNet applications desired for the PSAP?

*


Yes

No


12 of 54 2/19/2018, 1:08 PM



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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PSAP systems PlanningPSAP Readiness Continuum

Minimal

Readiness

Limited

ReadinessMid-Range Readiness Improved Readiness Full Readiness

Have not

evaluated

current systems

Baseline

assessment of

PSAP systems

Workgroup formed to

address FirstNet and

NG9‑1-1 operational

issues

Defining requirements

for integrating FirstNet

into the PSAP

PSAP systems are fully

Internet Protocol (IP)-

capable and ready to accept

FirstNet applications

23 []

Has the PSAP management team reviewed current systems to determine theirreadiness for NG9-1-1 and FirstNet applications?

*


Yes

No

24 []

Have you reviewed your PSAP systems’ capabilities to integrate with FirstNetapplications?

*


Answer was 'Yes' at question '23 [OPS01]' ( Has the PSAP management team reviewed current systems to determine their

readiness for NG9-1-1 and FirstNet applications? )


Yes

No

25 []Do you have plans to receive video from callers or public safety agencies? *


Yes

No


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26 []Do you have plans to send video to public safety agencies? *


Yes

No

27 []

Do short-range plans (1-2 years) exist for system upgrades or replacement,particularly computer-aided dispatch (CAD) and 9‑1-1 customer premisesequipment (CPE)?

*


Yes

No

28 []

Do your requirements for new PSAP equipment include specifications for NG9-1-1and/or FirstNet

*


Answer was 'Yes' at question '27 [OPS04]' ( Do short-range plans (1-2 years) exist for system upgrades or replacement,

particularly computer-aided dispatch (CAD) and 9‑1-1 customer premises equipment (CPE)? )


Yes

No


15 of 54 2/19/2018, 1:08 PM

29 []

Do you have the appropriate technical staff and support staff to undertake anintegration of FirstNet applications into the PSAP?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Policies and ProceduresPSAP Readiness Continuum

Minimal Readiness Limited ReadinessMid-Range

ReadinessImproved Readiness Full Readiness

Agency has no

policies in place to

address FirstNet

Agency is discussing

policies and

procedures for

FirstNet

Agency is

developing

policies and

procedures for

FirstNet

Policies and procedures

are being integrated into

planning for FirstNet

Agency has

implemented policies

and procedures for

FirstNet

31 []

Does your agency have policies and procedures in place to address the use ofFirstNet applications?

*


Yes

No

32 []

If not, has your agency staff met to discuss the implementation of policies andprocedures related to FirstNet applications?

*


Answer was 'No' at question '31 [OPP01]' ( Does your agency have policies and procedures in place to address the use of

FirstNet applications? )


Yes

No


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Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Mobile ConnectivityPSAP Readiness Continuum


Readiness

Improved


Does not host a

server/switch that

communicates with field

personnelt

Agency Is

considering

procuring a mobile

data platform

Agency Uses a

mobile data

environment

hosted by

another agency

Aency Is

planning a

mobile data

system

procurement

Has an operational mobile data

system with Windows-based

clients in the field, and hosts an

iOS or Android application

34 []

Does your PSAP currently host a mobile data system that supports bidirectional datacommunications between the PSAP and personnel in the field?

*


Yes

No

35 []Is the PSAP responsible for providing the mobile data client software to fieldpersonnel? *


Answer was 'Yes' at question '34 [TMD01]' ( Does your PSAP currently host a mobile data system that supports bidirectional

data communications between the PSAP and personnel in the field? )


Yes

No

36 []

Who is responsible for procuring and deploying field computing equipment (i.e.,laptops, tablets and smartphones)?

*



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37 []What wireless infrastructure is used by field personnel to connect to themobile data environment? (Example: Wireless Carrier Aircards, Private or municipalowned wireless network, satellite provider.) *


38 []

Are fixed, ruggedized routers employed, or are air cards currently used?

*

Comment only when you choose an answer.

Please choose all that apply and provide a comment:

Fixed system

Ruggedized Router

Air Cards

Other:

Please indicate manufacturer and/or carrier used

39 []

Do commercial carriers provide the wireless infrastructure?

*


Yes

No


20 of 54 2/19/2018, 1:08 PM

40 []What carrier or carriers?


Answer was 'Yes' at question '39 [TMD05]' ( Do commercial carriers provide the wireless infrastructure? )

Please choose all that apply:

AT & T

Boost

Sprint

T-Mobile

Verizon

Other:

41 []What is the monthly cost per device?


Answer was 'Yes' at question '39 [TMD05]' ( Do commercial carriers provide the wireless infrastructure? )

Only numbers may be entered in this field.


42 []

What are the data usage limits, if any?



21 of 54 2/19/2018, 1:08 PM

43 []

Can field personnel access CAD data through a Web browser or an Android or iOSapplication?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


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Network InfrastructurePSAP Readiness Continuum

Minimal

Readiness

Limited

Readiness

Mid-Range

Readiness

Improved


The PSAP does

not use, or uses

outdated, firewall,

intrusion detection

and/or network

management

software

Does not have

redundant

switches or

redundant network

connections into

the PSAP.

The PSAP utilizes

only firewall

software, but no

intrusion detection

or network

management

software

Is considering

procuring

redundant

switches and a

redundant

network

connection.

The PSAP utilizes

firewall software

and either

intrusion

detection or

network

management

software

Has one

redundant switch

or redundant

connection, but

not the both.

The PSAP

utilizes firewall,

intrusion detection

and network

management

software, but

needs an upgrade

Has one

redundant switch

or redundant

connection, and is

procuring the

other.

The PSAP

utilizes current

firewall, intrusion

detection and

network

management

software

Has redundant

switches and

redundant

network

connections.

45 []

Who is responsible for maintaining the PSAP network infrastructure?

*


Indicate Job Title and Department


23 of 54 2/19/2018, 1:08 PM

46 []

When was the last time the PSAP network hardware and security appliances wereupdated?

*


47 []

What is the incoming network connection type (e.g., fiber, commercial cable)?

*


Please select between 1 and 5 answers

If you choose 'Other:' please also specify your choice in the accompanying text field.


DSL

Broadband Cable

Fiber

Microwave

Other:

Check all that apply and indicate available upload/download bandwidth for each type. Fill in the connection media if you select

"Other"

48 []

Are there redundant connections and/or paths?

*


Yes

No


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49 []Is there a county or municipal intranet that rides on the same networkconnection? *


Yes

No

50 []

Is there redundant hardware (routers/switches)?

*


Yes

No

51 []

Is the PSAP network protected by a firewall?

*


Yes

No

52 []

Is the network protected by intrusion detection or network management software?

*


Yes

No


25 of 54 2/19/2018, 1:08 PM

53 []

Who is responsible for creating and monitoring virtual private network (VPN)connections, monitoring the network, and maintaining the network managementsoftware?

*


54 []

Has a PSAP security assessment been conducted of network-connected devices todetermine whether they are configured properly with virus/malware preventionsoftware and are updated with the latest antivirus definition files?

*


Yes

No

55 []

Has your server room/data center undergone a Criminal Justice InformationSystem (CJIS) audit by the state?

*


Yes

No


26 of 54 2/19/2018, 1:08 PM

56 []

Are any systems (i.e., CAD, radio console) connected to the internet? If so, for whatpurpose?

*


Please select between 1 and 4 answers

If you choose 'Other:' please also specify your choice in the accompanying text field.


CAD

Radio

9-1-1 CPE

Other:

Select all that apply and comment for all that you select.

57 []

Have measures been implemented to protect computers and the network fromunauthorized physical access? (This includes disabling USB ports, removingCD/DVD drives, and air-gapping the CAD system.)

*


Yes

No

58 []

Do policies exist that address personnel connecting devices to PSAP computers?(This includes smartphones, USB memory sticks, external hard drives, etc.)

*


Yes

No


27 of 54 2/19/2018, 1:08 PM



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


28 of 54 2/19/2018, 1:08 PM

CAD System Capabilities and Integration ReadinessPSAP Readiness Continuum

Minimal

ReadinessLimited Readiness Mid-Range Readiness Improved Readiness Full Readiness

The PSAP has

no ability to

accept media

files (digital

image, video

and audio).

The PSAP can

accept media files

(digital image, video

and audio), but has

no integrated

solution to import

such files into the

CAD system

The PSAP can accept

media files (digital photo,

video and audio) and has

an integrated solution to

import such files into the

CAD system, but no storage

capacity exists for such

files, nor standard operating

procedures (SOPs) to

govern their use

The PSAP can import

media files (digital

photo, video and

audio), and has an

integrated solution to

import such files into

the CAD system and

storage capacity for

such files, but no SOPs

The PSAP can accept

media files (digital

photo, video and audio)

directly into the CAD

system, has storage

capacity for such files

and SOPs, and is

actively importing files

currently

60 []

What CAD software currently is being used?

*


Include vendor name, software platform and current version if available. Example: Tyler Enterprise 10.0


29 of 54 2/19/2018, 1:08 PM

61 []

Does the PSAP currently receive text or media files (image, video or audio) that arestored as part of the CAD record?

*


Yes

No

62 []

If so, what systems are interfaced to the CAD system to facilitate the import of suchfiles (e.g., CPE, email, third-party software)?


Answer was 'Yes' at question '61 [CAD02]' ( Does the PSAP currently receive text or media files (image, video or audio) that

are stored as part of the CAD record? )


63 []

Does the PSAP currently receive media files on another platform or application, butdoes not import them into the CAD system?

*


Yes

No

Example: Are Body Worn Camera or field unit video/still images available at the PSAP?


30 of 54 2/19/2018, 1:08 PM

64 []

Has the capability of receiving attachments been discussed with the CAD or CPEvendors?

*


Answer was 'No' at question '63 [CAD04]' ( Does the PSAP currently receive media files on another platform or application,

but does not import them into the CAD system? )


Yes

No

65 []

Is the PSAP capable of receiving images, video, or audio files from the mobile datasystem?

*


Yes

No

66 []Is the PSAP able to transmit such files to the mobile devices via the mobiledata system? *


Yes

No


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67 []

Have you discussed with your mobile data system vendor the capability of sendingand receiving such files from the mobile data environment into the CAD system andvice versa?

*


Answer was 'Yes' at question '65 [CAD06]' ( Is the PSAP capable of receiving images, video, or audio files from the mobile

data system? )


Yes

No

68 []

Has the PSAP leadership or other departments (i.e., information technology)considered the data storage requirements to archive text, audio, images, and videofiles in CAD and a records management system (RMS)?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


32 of 54 2/19/2018, 1:08 PM

Human Resource ManagementPSAP Readiness Continuum

Minimal Readiness Limited Readiness Mid-Range ReadinessImproved


PSAP subscribes to

traditional staffing

models to meet current

operational

capabilities, and has

not discussed the

impact of FirstNet on

staffing

Agency is following

FirstNet activities and

studying potential

impacts on staffing to

determine needs for a

FirstNet capable PSAP,

but has not taken

planning steps

Agency collaborates (e.g.,

workgroup) to explore

firstNet/NG9‑1‑1 staffing

needs based on

implementation of

bidirectional multimedia

data capabilities

Agency drafts

framework of

new staffing

requirements

Agency staffing

plans and models

in place are

adequate to meet

the needs of an

FirstNet-capable

PSAP

70 []

Is your agency following FirstNet activities for potential impacts on staffing?

*


Yes

No

71 []

Have the potential impacts of FirstNet and NG-911 on staff been identified andassessed?

*


Yes

No


33 of 54 2/19/2018, 1:08 PM

72 []

If yes, describe the outcome of those conversations.


Answer was 'Yes' at question '71 [HR05]' ( Have the potential impacts of FirstNet and NG-911 on staff been identified and

assessed? )


73 []

If no, what are the obstacles and challenges to discussing the impacts?


Answer was 'No' at question '71 [HR05]' ( Have the potential impacts of FirstNet and NG-911 on staff been identified and

assessed? )


74 []Does leadership understand the potential impacts (i.e., exposure to images orvideos from the scene)? *


Yes

No


34 of 54 2/19/2018, 1:08 PM

75 []

Does your agency have staffing plans or models in place that you think areadequate to meet the needs of a FirstNet capable PSAP?

*


Yes

No

76 []

Has your agency taken any planning steps?

*


Yes

No

77 []

Please describe what steps you have taken. For example, have you formed anyplanning workgroups?


Answer was 'Yes' at question '76 [HR08A]' ( Has your agency taken any planning steps? )



35 of 54 2/19/2018, 1:08 PM

78 []

Has the potential impact of the FirstNet applications been shared with the PSAPstaff?

*


Yes

No

79 []

Has the agency taken any steps toward planning to mitigate any potential negativeimpacts?

*


Yes

No

80 []

If yes, please describe what steps have been taken. For example, have you formedany workgroups to explore the safeguards needed for staff support in abidirectional multimedia-capable environment?


Answer was 'Yes' at question '79 [HR08D]' ( Has the agency taken any steps toward planning to mitigate any potential

negative impacts? )



36 of 54 2/19/2018, 1:08 PM

81 []

Do you think your agency has staff support programs in place that are adequate tomeet the needs created by FirstNet?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


37 of 54 2/19/2018, 1:08 PM

Recruiting and HiringPSAP Readiness Continuum


ReadinessImproved Readiness Full Readiness

PSAP subscribes to

traditional recruiting

and hiring models to

meet current

operational

capabilities

Agency is following FirstNet

activities and studying

potential impact on recruiting

and hiring to determine

needs for a FirstNet capable

PSAP, but has not taken

planning steps

Agency explores

recruiting and hiring

attributes for future

FirstNet-capable

PSAP position

descriptions

Agency begins to make

decisions – including

budgetary – based on

future recruiting and

hiring attribute-based

job descriptions

Recruiting and

hiring is adequate

to meet needs and

additional duties

created by FirstNet

83 []

Is your agency following FirstNet activities for potential impacts on recruiting andhiring?

*


Yes

No

84 []

Has your agency taken any planning steps toward planning for changes in the hiringprocess?

*


Yes

No


38 of 54 2/19/2018, 1:08 PM

85 []

Have PSAP recruiting and hiring models changed to accommodate the impact of theFirstNet on staffing?

*


Yes

No

86 []

If yes, describe what changes you have made.


Answer was 'Yes' at question '85 [HR15]' ( Have PSAP recruiting and hiring models changed to accommodate the impact of

the FirstNet on staffing? )



39 of 54 2/19/2018, 1:08 PM

87 []

If no, what are the obstacles and challenges?


Answer was 'No' at question '85 [HR15]' ( Have PSAP recruiting and hiring models changed to accommodate the impact of

the FirstNet on staffing? )


88 []

Do you think your agency’s recruiting and hiring practices are adequate to meet theneeds and additional duties created by FirstNet?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


40 of 54 2/19/2018, 1:08 PM

TrainingPSAP Readiness Continuum

Minimal

Readiness

Limited


PSAP subscribes

to traditional

training models to

meet current

operational

capabilities, and

has not discussed

the impact of

FirstNet on

training

Agency is following

FirstNet activities

and studying

potential impact on

training to

determine training

needs for a

FirstNet-capable

PSAP, but has not

taken planning

steps

Agency collaborates

(e.g., workgroup) to

explore training program

needs – including

position-specific content

based on the NPSBN-

related implementation

of bidirectional

multimedia data

capabilities

Agency begins to make

training decisions –

including budgetary –

based on anticipated

new capabilities (e.g.,

modifies training

programs and drafts

content designed to

include broadband

capabilities, and

addresses technology

proficiency in the PSAP)

To prepare staff to be

trained and ready to

accept new

responsibilities for video

and other media that can

be shared with

emergency responders,

agency plans are in

place and training can

begin when directed

90 []

Is your agency following FirstNet activities to identify potential impacts ontraining?

*


Yes

No

91 []

Have you discussed the impact of FirstNet on training?

*


Yes

No


41 of 54 2/19/2018, 1:08 PM

92 []

If yes, describe the content and outcome of those conversations.


Answer was 'Yes' at question '91 [TRN01]' ( Have you discussed the impact of FirstNet on training? )


93 []



Answer was 'No' at question '91 [TRN01]' ( Have you discussed the impact of FirstNet on training? )



42 of 54 2/19/2018, 1:08 PM

94 []


*


Yes

No

95 []

If you have taken planning steps, describe what steps you have taken. For example,have you formed any workgroups to explore the training needs created by FirstNet,including position-specific content?


Answer was 'Yes' at question '94 [TRN05]' ( Has your agency taken any planning steps? )



43 of 54 2/19/2018, 1:08 PM

96 []

Because of your planning, has your agency taken any actionable steps towardimplementing training for a FirstNet capable PSAP? For example, are you makingdecisions—including budgetary—to modify training programs and draft content toinclude broadband capabilities and technology proficiency?


Answer was 'Yes' at question '94 [TRN05]' ( Has your agency taken any planning steps? )


97 []

Do you think your agency training plans are adequate to meet the needs andadditional duties created by FirstNet?

*


Yes

No



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


44 of 54 2/19/2018, 1:08 PM

InterworkingPSAP Readiness Continuum

Minimal Readiness Limited Readiness Mid-Range Readiness Improved Readiness Full Readiness

PSAP has day-to-day

mutual-aid policies in

place that address

current operational

needs, but has not

discussed interworking

policies related to

FirstNet

Agency acknowledges

the need to determine

interworking policies for

an NPSBN-capable

PSAP, but has not taken

planning steps

Agency collaborates on

interworking policies

based on

implementation of

bidirectional multimedia

data capabilities

Agency begins to

make operational

decisions based on

anticipated new

capabilities, including

modifying and drafting

interworking policies )

Agency

interworking

policies are in

place and can

begin when

directed

99 []

Does your agency maintain memorandums of understanding (MOU) ormemorandums of agreement (MOA) with other public safety agencies?

*


Yes

No


45 of 54 2/19/2018, 1:08 PM

100 []

If yes, at what level(s) do the MOU/MOA exist? Local, regional, state, federal?


Answer was 'Yes' at question '99 [INT05]' ( Does your agency maintain memorandums of understanding (MOU) or

memorandums of agreement (MOA) with other public safety agencies? )


101 []

If no, is there currently, or has there been in the past, any research, discussion, ordevelopment of MOU/MOA?

*


Answer was 'No' at question '99 [INT05]' ( Does your agency maintain memorandums of understanding (MOU) or

memorandums of agreement (MOA) with other public safety agencies? )


Yes

No

102 []

Have you discussed the impact of FirstNet on your interworking policies?

*


Yes

No


46 of 54 2/19/2018, 1:08 PM

103 []

Do you think your agency acknowledges that there will be changes needed tointerworking policies?

*


Yes

No

104 []


*


Yes

No

105 []

If yes, please describe what steps have been taken. For example, have you formedany workgroups to explore changes to interworking policies needed in abidirectional multimedia-capable environment?


Answer was 'Yes' at question '104 [INT03]' ( Has your agency taken any planning steps? )



47 of 54 2/19/2018, 1:08 PM



Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


48 of 54 2/19/2018, 1:08 PM

MotivationPSAP Readiness Continuum

Minimal

Readiness

Limited


Staff use language

and references that

indicate skepticism

and no desire to

implement/adopt

FirstNet

Staff use

language and

references that

indicate

skepticism, but

show a desire to

plan and learn

more about the

benefits of

implementing and

adopting FirstNet



that, while they continue to

explore the possibilities of

implementing/adopting the

NPSBN, they have begun

conducting planning

activities



they have begun making

decisions based on the

expectation of

implementing/adopting the

use of FirstNet

Staff use language

and references that

indicate they are

excited to

implement/adopt

FirstNet and go live

when directed

107 []

Please share your thoughts and opinions about implementing FirstNet features orapplications.

*



49 of 54 2/19/2018, 1:08 PM

108 []

Please share your thoughts and opinions about the potential impacts of FirstNet onyour PSAP.

*


109 []

Do you anticipate that FirstNet will provide positive or negative changes to PSAPand field operations?

*



50 of 54 2/19/2018, 1:08 PM

110 []

Are there any other challenges and obstacles to FirstNet implementation andadoption do you think exist, that were not discussed?

*




Minimal Readiness

Limited Readiness

Mid-Range Readiness

Improved Readiness

Full Readiness


51 of 54 2/19/2018, 1:08 PM

PSAP and Participant Information

112 []Please include your contact information for follow up: *

Please write your answer(s) here:

Full Name

Agency/Department

Title

Email address

Daytime phone number

113 []Please provide details on your agency staffing. *


Number of Full-time Dispatch staff

Number of Part-time Dispatch staff

Number of Supervisory Dispatch staff

Number of Technical support staff

114 []Please provide details on the agencies dispatched *


Number of Police agencies dispatched

Number of Fire agencies dispatched

Number of EMS agencies dispatched

Number of Other agencies dispatched


52 of 54 2/19/2018, 1:08 PM

115 []Please indicate the number of PSAP workstations. *


Call-taking positions

Dispatch positions

Combined call-taking/dispatch positions


53 of 54 2/19/2018, 1:08 PM

Thanks for your participation as part of this PSAP assessment survey.

Submit your survey.

Thank you for completing this survey.


54 of 54 2/19/2018, 1:08 PM

90

Appendix B: PSAP Survey Responses

Quick statisticsSurvey 427793 'Arizona PSAP Readiness for FirstNet Survey'

Results

Survey 427793

Number of records in this query: 32Total records in survey: 32Percentage of total: 100.00%

page 1 / 217


Field summary for GOS11A

Describe the organizational structure of the agency.

Answer Count Percentage

Answer 32 100.00% No answer 0 0.00%

ID Response

20 paramilitaristic18 para-militaristic hierarchy28 PSAP is supervised by 4 shift supervisors. The PSAP is also supervised by 2 members of

the command staff.29 We are a secondary PSAP for Pima County in Tucson. Our Manager has been involved in

FirstNet technical committees in Florida as well as regional domestic security task forces. Therefore, we are at an Improved Readiness level. We answer to operational and policyboards who have signing authority of behalf of our agency.

30 The SPOC is the IT director for Pinal County34 The Communications Manager oversees the operations of the PSAP, with the

Communications Supervisors having oversight of the daily activity. Technological supportis provided by a Communications Supervisor with direct responsibility for technology withinthe PSAP with oversight by the Communications Manager. This role also works inconjunction with the Department's Technical Services Unit and City IT.

43 The City of Casa Grande PSAP falls under the authority of the Fire Department. Fire Chiefoversees a division with 1 Manager, 3 Supervisors, 1 IT staff, and 15 dispatchers.

47 Town Marshal (Police Chief)Commander x 1 (Patrol)Sergeants x 4Corporal x 1Deputies x 14Dispatch Supervisor x 1Dispatchers x 7Evidence Tech x 1

51 Chief, Professional Services Division Assistant Chief oversees Communications Manager;Field Operations Division Assistant Chief oversees Police Technology Director

53 Municipal Police Department led by Chief of Police (who answers to the City Manager andCouncil) Answering to the Chief are 2 commanders, one for patrol operations and one forsupport operations. The communications center manager is responsible forcommunications center and psap operations and answers to the support servicescommander. There are 3 shift communications supervisors who supervise dispatchers andtrainers. The City has its own I.T. division that supports the technology of the policedepartment and communications center, which includes a radio technician, GIS specialist,and I.T. technicians.

55 Chief of Police: Agency/City support for any FirstNet activities etc. Participates on thepolicy committee for FirstNet.

Public Safety Communications Manager: administrative and IT support.

Technical Services Manager: IT and telecom support.

GIS Manager: GIS system and services.56 Mid-Range readiness. IT and GIS personnel play a vital role in the PSAPs technological

advances. 63 The 911 Center Manager oversees the administration and operations as well as all radio

communication sites/equipment.64 Mesa Police structure is along the following lines - patrol and sworn is a division,

communications/IT/support services is separate division. Within the Comm/IT/SupportServices division each area has it's own chain of command, and the chains work togetherto support patrol. FirstNet activities would be handled mostly by the Police IT section as itrelates to systems they use to support the department.

65 Government organization

page 2 / 217


66 Tribal Governmental entity. Tribal Council with Community Manager, Assistant CommunityMgr, Police and Fire Chiefs over respective Public Safety entities. Multidisciplinary PSAPhoused under PD.

67 Our PSAP is Mid Range Ready. We have GIS personnel as well as PSAP personnel inplace and working with the State.

70 law enforcement chain of command71 Chain of Command - Top Down

Chief Dan BrownLt Ken Arend - Patrol/Dispatch (Technical Services)Dispatch Supervisor - Michael Jones (Technical Services)

Within our agency primarily myself and Ken Arend work towards advancing technology. Itthen goes through the Chief for approval. With the assistance of City of Winslow IT, weimplement the technology.

As for AZ FirstNet, primarily I know the Karen is over the project and it is cooperation withAT&T

73 United States Federal Government76 The Marana PSAP is contained in the Police Department Organizational Structure. There

are two Communications Supervisors which report to a Captain. Technology issues arecoordinated through Town IT Support personnel.

80 The City of Tucson has a large PSAP Consisting of a Director, Deputy Director,Administrators, and Managers that all play a role in project management and technologyoversight.

107 Police Chief, Assistant Police Chief, Lieutenants/Managers, Sergeants and first lineSupervisors.

92 New PSAP development100 All AMR managed PSAP's (5) within AZ. All 5 Comms centers are under the responsibility

of a AZ Communications Director, each center has a local manager/supervisor managingday to day duties. Comms Director reports to COO for AZ/NM. COO reports to AMR SouthVP who reports to CEO of AMR national.

97 Administrative and technical team that over see the 911 system and equipment for the 26PSAPs in the greater Phoenix area

103 yes we do have an organizational structure104 Mid range readiness109 Oversee Administrative & Technology Services: Support Services Assistant Chief, Support

Services Commander andCommunications Manager.

110 Prescott Regional Public Safety Communications Center (PRCC)is overseen by aLieutenant from Prescott PD and reports to a Deputy Chief. The Lt is supported by amanager and four civilian supervisors. The supervisor has a Lead and 5 or 6 dispatchersthat report to them

111 Assistant Chiefs oversee all functions and sections are run by deputy chiefs, withsupervisors that report to the deputy chiefs.

112 limited readiness

page 3 / 217


Field summary for GOS11C

How frequently do PSAP managers or personnel actively participate in workgroups, committees,commissions, etc., that are focused on public safety issues at the county, regional, state, or national

level? Has FirstNet been discussed at any of these sessions?



ID Response

20 monthly18 Continuously working with Mohave County and city partners. Intertribal Council of Arizona

(ITCA). Mohave County Fire Chiefs Association. Mohave County Emergency Management(FirstNet part of EM plan)No FirstNet conversations at most of these.

28 Minimal participation in any activities outside of the county.29 Monthly30 There are quarterly meetings. First Net has been mentioned in brief form.34 The PSAP manager participates in monthly regional meetings focused on public safety

issues. Also, the PSAP manager participates quarterly on county/regional issues. Otherstaff also participate in regional and county issues on a monthly basis. The PSAPmanager and some other staff participate at the state and national level on an "as needed"basis, but at least once a quarter. FirstNet has been a topic for discussion in all meetingsrelated to public safety based on the anticipated impact on operations.

43 Monthly47 quarterly/at least51 Various workgroups collectively meet several times a month53 Quarterly regional PSAP management meeting attended by State 911 office personnel.

FirstNet has been discussed.55 Committees and workgroup activities etc. typically occur on a quarterly basis. However,

action taken as needed may occur on a monthly basis. 56 Local Emergency Planning Committee meets every three months to discuss a wide range

of issues that might impact our county. The committee is made up of county, state, andfederal representatives.

63 Quarterly 911 meetings. I believe FirstNet has been mentioned.64 Mesa Police Communications participates in a large number of these forums. FirstNet is

discussed at some of the meetings where it is relevant. 65 Often; some groups include County PSAP meetings, GIS Networks66 PSAP mgr participates at least quarterly in MAG 911. FirstNet has been discussed.67 Regional PSAP meetings are held Quarterly. FirstNet is mentioned periodically. 70 meetings of some type every month. today's quarterly psap meeting is the first to discuss

firstnet.71 At Winslow PD - I attend two meetings quarterly but I am in weekly contact with area PSAP

Managers and Supervisors. AZ FirstNet has been discussed. In this area, the issue iscoverage from the contract agency AT&T.

76 Our PSAP Manager/Supervisor is extremely involved in APCO activities and has beenexposed to topical discussions. All Communications personnel have hear of FirstNethowever only supervisory personnel have attended any briefings for preparation.

80 Regularly participate107 Meetings are held several times a month and first net has certainly come up multiple times.

92 Often however FirstNet has not been discussed100 Infrequently - due to status as a secondary center.97 Quarterly PSAP Manager meetings, working groups such as NG911, Phase II, etc.103 When able to assist 104 Quarterly109 Not discussed at any of the meetings I have attended lately. It was highlighted at the

APCO conference in August.110 At least once a quarter and first net has been discussed at the state 911 meetings

page 4 / 217


111 Rarely112 quartely meetings

page 5 / 217


Field summary for GOS11D

Based on the descriptions in the readiness continuum at the top of the page and your answers, checkthe box that describes your agencies current status.


Minimal Readiness (SQ001) 9 28.12% Limited Readiness (SQ002) 5 15.62% Mid-Range Readiness (SQ003) 10 31.25% Improved Readiness (SQ004) 5 15.62% Full Readiness (SQ005) 3 9.38% No answer 0 0.00%

page 6 / 217


Field summary for GOS11D


page 7 / 217

/c/index.php/admin/survey/sa/view/surveyid/427793


Field summary for GBF01A

Describe the agency’s financial forecasting and budgeting practices.



ID Response

20 PD has there own for the PD. For shared services we do a multi agency budget processwe have strategic planning process.

We just went through an exercise with the state for the 911 budget. Do not have muchcontrol over it but make sure they support us and the overall maintenance and equipmentthat they pay for.Forecasting is 4 - 5 years out that will impact software, equipment and new technology.Sometimes budget doesn't allow implementing new technologies even though they supportthe concept.Work for 2 separate political bodies (city and county) under one psap.

18 Use grant and budgetary funds to meet annual goals. Budget meeting with Duane to setgoals for upcoming year. Have an annual budget. No forecasting done at this time.Supported by the Council. Have been pretty successful so far.Homeland Security, FEMA, small foundation grants, Homeland security tribal grants(numerous that qualify for). Growing span of different areas and have been successful.Not contingent upon regional goal-setting but not opposed to working with others if can beleveraged.

28 Budgeting is based on historical data and increased as allowed by governing agency(County Board of Supervisors)

29 Various fire service agencies in Pima County fund our agency. The CommunicationsManager makes budget requests, and then executes the budget that is approved by theadministrative principal and the Policy Board.

30 Zero base budgeting34 There are regional budgeting discussions on the overall LMR system shared by multiple

agencies. Furthermore, regional budgeting for NG911 is discussed on a quarterly basisand involves all PSAPs within the county.

43 We work from a zero-based budget stance for the Division but project expenses based onhistoric trends and add anticipated replacements as needed.

47 minimal51 Funds exist for current data charges to Verizon. Also some funding for infrastructure. There

are no current budgetary strategies in place for FirstNet in the PSAP. Year to year for themost part. Generally go out 5 years. No dependencies.

53 911: requests are submitted to the state by the 911 regional committee - projects, ifapproved, are funded by the stateother tech projects: Funded by City through capital improvement funds or operatingexpenses - income sources vary - most are general fund from sales tax revenues, feescollected for dispatching services, or grant funding

55 Operations are typically a one year forecast.

Capital is a 10 year plan.

Budgetary changes are contingent upon council and revenue available each year.56 Santa Cruz county works closely with our local Office of Emergency Management to

determine and plan for any contingent emergencies. 63 We are dependent on the federal budget process.64 The City has an annual budget that is forcast at least 6-9 months prior to the budget year.

There is long term planning in place that is used to develop annual budgets. 65 Fiscal Year

Budget PlanningEquipment Maint

66 Mid-range. Until plan is vetted, community tends to reserve funding67 Currently our funding is not a topic of discussion as our structural makeup changed over

page 8 / 217


the year with new administration and different goals. 70 5 year strategy because we are very dependent on grants for system improvements and

updating technologyPart of the eastern homeland security group - there is a board that meets and weighs theneeds of our requests. Everything we do is collaborative.

71 At Winslow, budgetary expenses are primarily at the direction of the Chief, with mostoversight held by the City Manager and City Council. So long as expenses/expeditures fallwithin guidelines. As far as long term planning, they are typically looking at three years outon limited (Council approved) projects.

73 United States Federal Government. Our budget determined by Congress.76 I am not aware of any specific funding discussions regarding FirstNet. Our IT planning is

forecasted based upon agency needs with a minimal eye towards FirstNet planning.80 The City of Tucson manages through a 5 year budget plan, and annual planning conducted

early each calendar year.107 We conduct annual budget requests around December/January to prepare for the fiscal

year that starts July 1. 92 Can not provide at this time100 Calendar year budgeting process. Proposed budgets established fall of year, review and

approvals last month of year and new budgets established 1st of new year. Forecasting isdone monthly, quarterly next year and 5 year.

97 a five year budget is completed each year for 911 call taking equipment and 911 systeminfrastructure needs for the 26 PSAPs

103 n/a104 Improved Readiness109 Set on agency needs and goals.110 Budget of 2.8 mil. This budget is approved by the City of Prescott and based on number of

calls for service. PRCC serves 8 entities and bills for calls for service on a percentage 111 Unsure112 we are a small agency so budgeting and funding is very limited for our department

page 9 / 217


Field summary for GBF01B

Are senior officials and policymakers supportive of budgetary requests related to the adoption ofemerging technologies or public safety national initiatives?


Yes (Y) 27 84.38% No (N) 5 15.62% No answer 0 0.00%

page 10 / 217


Field summary for GBF01B

Are senior officials and policymakers supportive of budgetary requests related to the adoption ofemerging technologies or public safety national initiatives?

page 11 / 217



Field summary for GBF01C




page 12 / 217


Field summary for GBF01C


page 13 / 217



Field summary for GBF01D




page 14 / 217


Field summary for GBF01D


page 15 / 217



Field summary for GBF01A1




page 16 / 217


Field summary for GBF01A1


page 17 / 217



Field summary for BFEnd




page 18 / 217


Field summary for BFEnd


page 19 / 217



Field summary for GOAA1

Describe the level of autonomous decision-making the agency’s leadership team is permitted (i.e.,project management decisions that maintain budgetary parameters but alter operational procedures).



ID Response

20 If 50k or more has to be approved by council for the financial part. After that we have theauthority to manage it - city and countyUsually can get requests in within 3 months.Yearly budget process starts in Dec and wraps up July 1

18 Duane (acting director) puts together ideas, submits them to the tribal council for approvaland then manages approved projects. Liaison directly with tribal council and chairman. Keyis maintaining open communication.

28 NONE29 Our Communications Manager executes the policies of the Operations and Policy Boards.

However, he has considerable latitude in how best to execute policy.30 Minimal decision making ability at the PSAP level.34 Depending on the project, the decision-making is set at a regional level and/or a

multi-agency level, or local agency level.43 The Fire Chief has the authority to alter operational procedures. The Communications

Manager also has some discretion for internal procedures not affecting overall Fire orPolice operations.

47 minimal51 Full autonomy in decision making with collaboration and in relationship with regional

partners53 project management decisions that maintain budgetary parameters but alter operational

procedures55 While decision making autonomy occurs, it is not without discussions and collaborative

efforts to ensure best choices are made for the whole.56 Leveraged with the input from our command staff. 63 Because our agency is not just Public Safety, our leadership team could change anything

at anytime....and take or give money based on whatever their priorities are which may notbe public safety at that or any given time.

64 This question is too vague to provide a detailed answer. 65 Board Of Supervisor approval

Sheriff66 Nothing is autonomous. All decisions have the ability to have impact from and to council,

especially where IT and any records or communicae about the Community are related.67 We are under constraints of the County Manager70 County can make decisions, sheriff is an elected official but is also subject to County Board

of Supervisors approval for funding.71 We operate largely independent from other agencies in the area. Regarding project

management, the decisions are primarily kept in house within the police department andPSAP.

73 United States Government76 Limited Readiness. Without defined project perimeters our agency retains sole discretion. 80 Public Safety Communication Department was created 12/19/17. This is yet to be

determined in full.107 We are able to make decisions within the framework of the budget. 92 Will need to go thru Tribal Commission board as well as Tribal Council100 Limited, all local projects are vetted by AZ senior leadership and then vetted through South

regional leadership and finally corporate.97 Project decisions in coordination with the PSAP Manager, maintenance, network decisions

for the region.103 N/A104 Improved Readiness109 Agency makes decisions based on the interest of the department. Able to make decisions

page 20 / 217


based on University standards110 High Level111 Unsure112 .

page 21 / 217



Is the agency an active participant in a multiagency entity, such as a collocated or consolidated PSAP,with some level of collaboration and/or decision-making latitude?



page 22 / 217



Is the agency an active participant in a multiagency entity, such as a collocated or consolidated PSAP,with some level of collaboration and/or decision-making latitude?

page 23 / 217



Field summary for AAEnd




page 24 / 217


Field summary for AAEnd


page 25 / 217



Field summary for GSC01

Describe the agency’s communication plan—with internal stakeholders, external stakeholders, orboth—concerning FirstNet, particularly how integration with the network will impact PSAP operations.



ID Response

20 Participating in regional meeting and committees. Talk about at our co-location meetings.But not sure if we are moving forward with it so don't have a plan for it yet. Will be takinginformation back from regional meeting and discussing it.Other psaps in the county sometimes come to the meetings. But haven't reached out andhad a meeting focused on this topic.

18 Overall hit on it more with Mohave Co EM. Plan is much better than years past.Restructured in the last year into a tiered organization of division chiefs. Exercise beingplanned for March/April 2018 including thinking about FirstNet and dispatch.

28 Nothing planned at this time29 While a secondary PSAP, we are co-located with Pima County's primary PSAP. The

managers of both agencies offices are next to each other. We work through operationalissues together every day.

Our Operations and Policy Boards are familiar with FirstNet and how it will potentiallyintegrate with our 9-1-1 network.

30 PSAP operations will be enhanced.34 Planning discussions are currently underway at the local agency level with some

discussion on the broad regional impact.43 Mostly sharing information and attending the State of AZ meetings recently held.47 CVMO dispatches for CVMO it's self and outside LE agencies of Clarkdale Police, Jerome

Police and Yavapai Apache Police departments51 No current communication plan regarding FirstNet. Chief announces new initiatives in his

monthly video. For training, notices are made. Smaller things are put out through emailgroups. Anything to the public and/or media through PIO groups. Depends on what it isand who it impacts.

53 no established plan55 There is no active plan.

Again, however, the stakeholders are working collectively to ensure the appropriateapproach and plan is implemented as changes are made to incorporate FirstNetrequirements.

56 The communications plan consist of an agreement between neighboring PSAPs to serveas secondary call-takers should our site ever become inoperable and vice-versa.

63 There seems to be too many unknowns at this time. So this cannot be answered. We arein a very remote area with limited resources (which included broadband) and already havecommunications with stakeholders.

64 Our agency has not determined whether we will go to FirstNet or not at this time, thereforethere is no communication between the decision makers and the end users.

65 No part of our agencies plan includes FirstNet partially because of AT&T. Discussionduring Quarterly meetings do occur regarding FirstNet.Product wont work in the fielddifficult ot have in the PSAP

66 limited. Agency had no PSAP representation for extended time due to a death and aretherefore behind the curve on how integration will work for and with the Community

67 Open discussions and operations between local and regional agencies in place. 70 Have an internal communications plan but have not talked about firstnet. Sheriff has

monthly meetings. Currently communications is not always involved, but this could change.71 Integration with AZ FirstNet...at least for now...will not happen. Primarily because the

network in the area is limited and inconsistent. Recent testing demonstrated inconsistentfunction of the 3g/4g network.

76 Minimal Readiness. 80 City of Tucson participates regularly with stakeholders, internal and external, through the

page 26 / 217


radio coorperative, the regional fire/ems customers served for dispatch, and through thecounty Fire/EMS Chiefs group.

92 Working with our Emergency Management at this time100 Nothing currently established.97 NG plan for the regional ESInet includes bringing in a wireless carrier, preferably, FirstNet

through AT&T 104 Mid Range Readiness109 No meetings or communication has taken place.110 As soon as we get this on the councils agenda we will communicate that111 Unsure112 it will make a impact but we are in a remote area i'm not sure how beneficial it would be

page 27 / 217



What is the established process to collaborate with stakeholders on issues and topics that influence thepublic safety community?



ID Response

20 Have regular user group meetings. Multiple groups; 911 user group (regional, quarterly),local user group for the agencies they dispatch for - 2 per year, co-location for sharedservices (every other month), ad hoc for current issues.

18 Because we are restructuring the public safety within the reservation and incorporatingMohave Co in our response plan (Mohave County Risk and Emergency ManagementDepartment) there is a group and collaboration taking place.

28 Have a meeting when matters of concern arise.29 We host, or attend, countywide level meetings several times per year to work through

operational issues, develop policies and procedures, or plan future technologicaldeployments.

30 The established process is quarterly discussions of public safety county wide.34 This has yet to be determined.43 Community Outreach, Social Media, and Special Events.47 We meet quarterly51 There are multiple committees depending on the topic - Regional Wireless Cooperative

(RWC) has the executive committee, and various working groups. Public Safety AnswerPoint (PSAP)Managers through Maricopa Association of Governments (MAG), MotorolaTrunked Users Group (MTUG), Urban Area Security Initiative (UASI) InteroperableCommunications Subcommittee

53 Yavapai Region 911 Committee meetings, local stakeholder operational and policymeetings

55 There is no established process. However, communications take place through existingweekly, monthly and quarterly meetings that occur.

56 Communication outreach is primarily done through social media i.e. advising the public ofdown telephone lines and providing them alternate methods to reach us. This departmentemploys the assistance of the Wireless Emergency Notification System to assist innotifying the community of any critical incidents.

63 Meetings64 Meetings, committees, directive from the chain of command. 65 Regional Working Groups66 Through the PSAP mgr or Chief to bring to the Council.67 MOU's are in place with all surrounding agencies. 70 Leverage the quarterly regional PSAP meetings.76 There is not really an established process. Issues are addressed as they arise utilizing

Department, Town and sometimes state resources. 80 this has not been identified with the creation of a new department within the City, though

these relationships already exist. 92 Regional PSAP meeting100 N/A97 911 System issues and planning are discussed by the local 911 planning authority

established by the council of governments, Maricopa Association of Governments.104 Monthly Small User Group Meetings

Quarterly All User Group Meetings109 Communicated tot he chief to take to the stakeholders. 110 Liaisons for each agency 111 Unsure

page 28 / 217



Do internal stakeholders promote operational and/or technological advancement in the public safetycommunity?



page 29 / 217



Do internal stakeholders promote operational and/or technological advancement in the public safetycommunity?

page 30 / 217




Do external stakeholders promote operational and/or technological advancement in the public safetycommunity?



page 31 / 217



Do external stakeholders promote operational and/or technological advancement in the public safetycommunity?

page 32 / 217



Field summary for SCEnd




page 33 / 217


Field summary for SCEnd


page 34 / 217



Field summary for OOP1

Does your management team routinely meet and discuss the impact of FirstNet on the operation?



page 35 / 217



Does your management team routinely meet and discuss the impact of FirstNet on the operation?

page 36 / 217



Field summary for OOP1A




page 37 / 217


Field summary for OOP1A


page 38 / 217







page 39 / 217




page 40 / 217







page 41 / 217




page 42 / 217



Field summary for OPS01

Has the PSAP management team reviewed current systems to determine their readiness for NG9-1-1and FirstNet applications?



page 43 / 217



Has the PSAP management team reviewed current systems to determine their readiness for NG9-1-1and FirstNet applications?

page 44 / 217



Field summary for OPS01A

Have you reviewed your PSAP systems’ capabilities to integrate with FirstNet applications?



page 45 / 217


Field summary for OPS01A

Have you reviewed your PSAP systems’ capabilities to integrate with FirstNet applications?

page 46 / 217




Do you have plans to receive video from callers or public safety agencies?



page 47 / 217



Do you have plans to receive video from callers or public safety agencies?

page 48 / 217




Do you have plans to send video to public safety agencies?



page 49 / 217



Do you have plans to send video to public safety agencies?

page 50 / 217




Do short-range plans (1-2 years) exist for system upgrades or replacement, particularly computer-aideddispatch (CAD) and 9?1-1 customer premises equipment (CPE)?



page 51 / 217



Do short-range plans (1-2 years) exist for system upgrades or replacement, particularly computer-aideddispatch (CAD) and 9?1-1 customer premises equipment (CPE)?

page 52 / 217




Do your requirements for new PSAP equipment include specifications for NG9-1-1 and/or FirstNet



page 53 / 217



Do your requirements for new PSAP equipment include specifications for NG9-1-1 and/or FirstNet

page 54 / 217




Do you have the appropriate technical staff and support staff to undertake an integration of FirstNetapplications into the PSAP?



page 55 / 217



Do you have the appropriate technical staff and support staff to undertake an integration of FirstNetapplications into the PSAP?

page 56 / 217







page 57 / 217




page 58 / 217



Field summary for OPP01

Does your agency have policies and procedures in place to address the use of FirstNet applications?



page 59 / 217



Does your agency have policies and procedures in place to address the use of FirstNet applications?

page 60 / 217



Field summary for OPP01A

If not, has your agency staff met to discuss the implementation of policies and procedures related toFirstNet applications?



page 61 / 217


Field summary for OPP01A

If not, has your agency staff met to discuss the implementation of policies and procedures related toFirstNet applications?

page 62 / 217







page 63 / 217




page 64 / 217



Field summary for TMD01

Does your PSAP currently host a mobile data system that supports bidirectional data communicationsbetween the PSAP and personnel in the field?



page 65 / 217



Does your PSAP currently host a mobile data system that supports bidirectional data communicationsbetween the PSAP and personnel in the field?

page 66 / 217



Field summary for TMD01A

Is the PSAP responsible for providing the mobile data client software to field personnel?



page 67 / 217



Is the PSAP responsible for providing the mobile data client software to field personnel?

page 68 / 217




Who is responsible for procuring and deploying field computing equipment (i.e., laptops, tablets andsmartphones)?



ID Response

20 City and County do own procurements then LEAF IT would install and support it18 Agency Director28 LOcal Agency29 Agency head30 The Pinal County Information Technology(I.T.) Department34 This falls under the Technology Services Unit for the Department in conjuction with City IT.43 IT Division47 Mary Newton51 Police Technology Division53 Individual agencies55 PD in conjunction with IT56 Operations staff. 63 There are no capabilities now so we don't have somoene in particular.64 Mesa Police information Technology Section. 65 MIS, Yavapai County Sheriff66 SRPMIC IT67 patrol staff intergrated with IT personnel70 Sheriff's Office IT71 Mike Jones (with approval from Lt Arend and Chief Brown, then it goes through City

Procurement)73 Our IT department76 IT Support personnel 80 City IT107 CAD Administrator 92 Police department and Emergency Management100 Corporate IT team97 Each individual PSAP in the region103 EMS FIRE CHIEF104 IT109 Comms Manager and IT110 Patrol111 Technical Services112 it

page 69 / 217



What wireless infrastructure is used by field personnel to connect to the mobile data environment?(Example: Wireless Carrier Aircards, Private or municipal owned wireless network, satellite provider.)



ID Response

20 Verizon MiFi and Gobi18 commercial provider28 Wireless Air card29 Virtual Private Network30 Wireless Carrier Aircards.34 Wireless aircards and Department issued cellular telephones.43 ?47 Wireless/in laptop 51 Wireless Carrier Aircards53 Wireless carrier aircards (Verizon) municipal microwave55 Internal modems in laptops, wireless hotspots and PSAP has private tunnel with Verizon

for direct data connection.56 Wireless Carrier Aircards. 63 None-there is no mobile data environment here.64 Wireless carrier aircards are used. 65 wireless carrier aircards, Mobile VPN Client 66 Unsure, SRPMIC contract or through tribal provider67 Wireless Carrier Aircards70 Wireless carrier aircards71 Presently, 4G through Verizon Wireless (SmartPhones). We begin testing SurfacePros in

two weeks.73 N/A76 Wireless Carrier Aircards80 Mobile hotspots in vehicles connected via aircard to a VPN network via private carrier.107 Jetpacks 92 Do not currently have 100 Wireless Carrier Aircards97 unknown103 wireless network104 Wireless Carrier Aircards109 Wireless air cards110 Aircards111 Aircards112 wireless carrier aircards

page 70 / 217




ID Response

20 Verizon18 None 43 Unknown66 no information67 Verizon71 Presently iPhone Smartphone, Samsung Galaxy Book, and HP Elite X273 NA107 Unknown92 none

page 71 / 217




page 72 / 217







page 73 / 217




page 74 / 217




What carrier or carriers?


AT & T (SQ001) 4 16.00% Boost (SQ002) 0 0.00% Sprint (SQ003) 2 8.00% T-Mobile (SQ004) 4 16.00% Verizon (SQ005) 24 96.00% Other 0 0.00%

ID Response

page 75 / 217



What carrier or carriers?

page 76 / 217



Field summary for TMD05B

What is the monthly cost per device?

Calculation Result

Count 14Sum 5487.0000000000Standard deviation 1277.88Average 391.93Minimum 0.00000000001st quartile (Q1) 33.752nd quartile (Median) 42.53rd quartile (Q3) 50Maximum 4999.0000000000

Null values are ignored in calculationsQ1 and Q3 calculated using minitab method

page 77 / 217


Field summary for TMD05C

What are the data usage limits, if any?


Answer 22 68.75% No answer 10 31.25%

ID Response

20 unlimited for government18 unlimited28 none known29 Unknown30 Unknown at this time. Contact IT department at the Pinal County Government offices.34 None, unlimited data rates.43 Unknown51 unlimited55 unlimited63 Unlimited64 This information is not available to the PSAP as it is handled through our IT section. 65 unlilmited66 unknown70 unlimited71 Unlimited80 unkown/PSAP does not manage92 NA100 N/A104 Unknown109 None110 n/a112 idk

page 78 / 217



Can field personnel access CAD data through a Web browser or an Android or iOS application?



page 79 / 217



Can field personnel access CAD data through a Web browser or an Android or iOS application?

page 80 / 217







page 81 / 217




page 82 / 217



Field summary for TNI01

Who is responsible for maintaining the PSAP network infrastructure?



ID Response

20 Century Link (911) Motorola (radio)LEAF IT (all other)

18 do not have independent network but associated with the Tribes and the GCW Corp whohas responsibility for maintaining network

28 La Paz Conty Sheriff's Office29 Pima County Sheriff's Office and Pima County Information Technology Department.30 Pinal County I.T. Department.34 This is a joint approach. The telephone system is a regional approach, the CAD system is

a Department and City IT approach; and the LMR is a regional approach.43 CenturyLink for 911 premise equipment, City IT division for general network including CAD47 Mary Newton51 Police Technology and City IT53 CenturyLink55 City IT, Maricopa Region 9-1-1 (MR911) and Regional Wireless Cooperative (RWC).56 CenturyLink. 63 Center Manager and IT Department64 There are several networks that support our PSAP maintained by MR911, City of Mesa,

and Mesa Police. 65 Yavapai County SO, MIS, Century Link66 SRPMIC IT - Jason Sywak67 Frontier Communications70 911 network - Centurylink71 Michael Jones

Police Communications Dispatch/PSAP ManagerWinslow Police Department

73 Our telecommunications department and century link76 CenturyLink80 City IT107 City IT Department and CAD Administrator. 92 Police department and Frontier100 Corporate IT team97 Maricopa Region 911 manages the 911 network or the region ESInet103 corporate i.t 104 IT109 University Technology Office110 City of Prescott IT staff111 Technical Services112 psap

page 83 / 217



When was the last time the PSAP network hardware and security appliances were updated?



ID Response

20 phones 2 years ago, radio within next 2 years, century link within next year, systems alongwith CAD upgrade within one year, security within the last 6 months

18 Unknown28 7 years ago29 3 months ago30 unknown at this time 34 Within the last month.43 201747 March of 201651 2017 continous improvement process53 201555 Each entity is responsible for their own and would have to be solicited directly from them.56 July 201763 Done as needed or lifecycle replacement64 They are regularly updated. 65 201766 Unknown67 201770 2017 but is a continous process71 201573 January 201876 Unk but recent80 regularly.107 Unknown92 Brand new system100 Unknown97 in the last 4 weeks103 last year104 5 years ago109 Checked regularly. Looking to upgrade or move to new CAD system110 Ongoing 111 Unsure112 in the process of updating

page 84 / 217




ID Response

18 copper53 not sure55 T1 line64 Multiple connections are used. 65 IP network66 unknown73 NA103 na104 This is an IT quesiton

page 85 / 217




page 86 / 217







page 87 / 217




page 88 / 217




Is there a county or municipal intranet that rides on the same network connection?



page 89 / 217



Is there a county or municipal intranet that rides on the same network connection?

page 90 / 217







page 91 / 217




page 92 / 217



Field summary for TNS01




page 93 / 217




page 94 / 217







page 95 / 217




page 96 / 217




Who is responsible for creating and monitoring virtual private network (VPN) connections, monitoringthe network, and maintaining the network management software?



ID Response

20 Both County IT and LEAF18 Tribal IT28 Agency IT department29 Pima County Information Technology Department.30 Pinal County I.T. department34 It depends on which system. Telephone - MR911, Radio - RWC, CAD and other internal

systems - City IT.43 IT Division47 For 911 / Century Link

Network / Merit TechnologiesSpillman CAD / Mary Newton

51 Police technology and City IT53 city IT, CenturyLink55 City IT56 CenturyLink. 63 IT 64 Mesa Police IT65 MIS County Network

Century Link and vendor partners for Next Gen network66 SRPMIC IT67 County IT and Frontier Communications as well as DataMax70 Sheriff's IT71 Related to the PSAP and 9-1-1 system, its through CenturyLink in conjuction with myself -

Michael Jones73 IT Department76 CenturyLink, Motorla80 City IT network services107 IT92 FMIT Telecom100 Corporate IT97 Maricopa Region 911103 I.T Dept104 IT109 University Technology Office and IT110 City of Prescott IT staff111 Technical Services112 0

page 97 / 217



Has a PSAP security assessment been conducted of network-connected devices to determine whetherthey are configured properly with virus/malware prevention software and are updated with the latest

antivirus definition files?



page 98 / 217



Has a PSAP security assessment been conducted of network-connected devices to determine whetherthey are configured properly with virus/malware prevention software and are updated with the latest

antivirus definition files?

page 99 / 217




Has your server room/data center undergone a Criminal Justice Information System (CJIS) audit by thestate?



page 100 / 217



Has your server room/data center undergone a Criminal Justice Information System (CJIS) audit by thestate?

page 101 / 217




Are any systems (i.e., CAD, radio console) connected to the internet? If so, for what purpose?

ID Response

18 n/a30 Internet via desktop34 There are no internet connections on CAD, Radio or CPE.47 none51 separate city pc used for internet access53 not sure64 Police and City IT would have to answer this. 65 none66 unknown70 separate computer at workstation for accessing email, internet, etc.76 None80 some peripheral computers used for application access/payroll/ect.92 no104 ACJIS110 unknown111 None112 just the workstation

page 102 / 217



Are any systems (i.e., CAD, radio console) connected to the internet? If so, for what purpose?

page 103 / 217




Have measures been implemented to protect computers and the network from unauthorized physicalaccess? (This includes disabling USB ports, removing CD/DVD drives, and air-gapping the CAD

system.)



page 104 / 217



Have measures been implemented to protect computers and the network from unauthorized physicalaccess? (This includes disabling USB ports, removing CD/DVD drives, and air-gapping the CAD

system.)

page 105 / 217




Do policies exist that address personnel connecting devices to PSAP computers? (This includessmartphones, USB memory sticks, external hard drives, etc.)



page 106 / 217



Do policies exist that address personnel connecting devices to PSAP computers? (This includessmartphones, USB memory sticks, external hard drives, etc.)

page 107 / 217







page 108 / 217




page 109 / 217



Field summary for CAD01

What CAD software currently is being used?



ID Response

20 Intergraph (Hexagon)9.1.118 none, however Spillman is being implemented in March 201828 SPILLMAN (Motorola)29 Tritech DispatchNow30 Spillman/Motorola34 Versaterm CAD, version 7.543 New World Enterprise47 SPillman51 Versaterm v7.3 - moving to 7.5 to be completed mid February53 Spillman55 Spillman56 Spillman 6.363 SFcad, Windows64 Hexagon IPS65 Spillman 6.366 New World/Tyler AEGIS67 Spillman70 Spillman 6.3 1702 build71 Kaseware73 CIS76 Spillman80 Hexagon107 Spillman92 Crimestar100 Tritech97 unknown103 tri tech104 New World109 Tyler New World110 ADSi111 Northrop Grumman112 Spillman

page 110 / 217



Does the PSAP currently receive text or media files (image, video or audio) that are stored as part ofthe CAD record?



page 111 / 217



Does the PSAP currently receive text or media files (image, video or audio) that are stored as part ofthe CAD record?

page 112 / 217




If so, what systems are interfaced to the CAD system to facilitate the import of such files (e.g., CPE,email, third-party software)?



ID Response

29 email and thumb drives55 Workstations on the secure network that are authorized for access to the Spillman system.64 PD network is set up to handle these.

page 113 / 217



Does the PSAP currently receive media files on another platform or application, but does not importthem into the CAD system?



page 114 / 217



Does the PSAP currently receive media files on another platform or application, but does not importthem into the CAD system?

page 115 / 217




Has the capability of receiving attachments been discussed with the CAD or CPE vendors?



page 116 / 217



Has the capability of receiving attachments been discussed with the CAD or CPE vendors?

page 117 / 217




Is the PSAP capable of receiving images, video, or audio files from the mobile data system?



page 118 / 217



Is the PSAP capable of receiving images, video, or audio files from the mobile data system?

page 119 / 217




Is the PSAP able to transmit such files to the mobile devices via the mobile data system?



page 120 / 217



Is the PSAP able to transmit such files to the mobile devices via the mobile data system?

page 121 / 217




Have you discussed with your mobile data system vendor the capability of sending and receiving suchfiles from the mobile data environment into the CAD system and vice versa?



page 122 / 217



Have you discussed with your mobile data system vendor the capability of sending and receiving suchfiles from the mobile data environment into the CAD system and vice versa?

page 123 / 217




Has the PSAP leadership or other departments (i.e., information technology) considered the datastorage requirements to archive text, audio, images, and video files in CAD and a records management

system (RMS)?



page 124 / 217



Has the PSAP leadership or other departments (i.e., information technology) considered the datastorage requirements to archive text, audio, images, and video files in CAD and a records management

system (RMS)?

page 125 / 217







page 126 / 217




page 127 / 217



Field summary for HR01




page 128 / 217




page 129 / 217




Have the potential impacts of FirstNet and NG-911 on staff been identified and assessed?



page 130 / 217



Have the potential impacts of FirstNet and NG-911 on staff been identified and assessed?

page 131 / 217




If yes, describe the outcome of those conversations.



ID Response

29 Monitoring47 Not needed at this time64 Conversations were related to NG911. Staffing usage is being evaluated and operational

impacts are being determined. 65 FirsNet side utilizing AT&T would not benefit our organization. On the Next Gen side

discussed the impact of video,text etc.66 Staffing requirements, specialized staffing, additional training, dispatchers becoming

witnesses, job related stress92 Planning and budgeting being discussed

page 132 / 217



If no, what are the obstacles and challenges to discussing the impacts?



ID Response

20 No real obstacles, just not there yet18 No real obstacles just are in the beginning stages28 FUNDING and POLITICS30 The actual cost was only explained one day ago.34 We are still learning and determining how/when we would take advantage of the FirstNet

offering.43 We are already understaffed for current demands and not sure what additional demands

will be required51 Been thought and discussion but nothing final has been presented to the Chief for approval53 Time and understanding55 The extent to which FirstNet will be impacting our staffing is as yet unclear. Additional data,

info and expectations from FirstNet would be needed to make those decisions.56 Identifying the stakeholders. 63 Due to budgetary limitations we are not currently looking to implement anything that

increases the workload on current staff-since we cannot add staff.67 Budgetary constraints70 no obstacles identified yet, just learning about firstnet71 Presently, we are bringing online several new systems and protocols already. In this

immediate area there is limited need for NG. And presently AT&T's footprint in the area isnot stable enough to warrant the service with FirstNet.

73 we haven't heard about FirstNet before receiving this survey.76 A firm understanding or description of how this will impact or change operations.107 We need to fully understand how this will change the way business is conducted before we

make assumptions about staffing. 100 N/A97 Does not apply to Maricopa Region 911 Office103 na104 We have not identified obstacles109 not enough information has been shared/received regarding how first net will work for a

non-traditional PSAP.110 not enough information111 Unaware112 we are such a small agency

page 133 / 217



Does leadership understand the potential impacts (i.e., exposure to images or videos from the scene)?



page 134 / 217



Does leadership understand the potential impacts (i.e., exposure to images or videos from the scene)?

page 135 / 217




Does your agency have staffing plans or models in place that you think are adequate to meet the needsof a FirstNet capable PSAP?



page 136 / 217



Does your agency have staffing plans or models in place that you think are adequate to meet the needsof a FirstNet capable PSAP?

page 137 / 217



Field summary for HR08A




page 138 / 217


Field summary for HR08A


page 139 / 217



Field summary for HR08B

Please describe what steps you have taken. For example, have you formed any planning workgroups?



ID Response

18 Discussions to implement personnel and policies43 Working on Strategic Plan to outline planning process needed to move forward64 We are evaluating information available on NG911 impacts from other agencies and

working on a regional group ref NG911. 66 Training academy, increased stress management, discussion about future dispatch needs107 Our plan has been to fill all current vacancies and add FTE's to provide a better service to

the community. 92 Yes upon becoming a new PSAP103 committee w/ other agencies

page 140 / 217


Field summary for HR08C

Has the potential impact of the FirstNet applications been shared with the PSAP staff?



page 141 / 217


Field summary for HR08C

Has the potential impact of the FirstNet applications been shared with the PSAP staff?

page 142 / 217



Field summary for HR08D

Has the agency taken any steps toward planning to mitigate any potential negative impacts?



page 143 / 217


Field summary for HR08D

Has the agency taken any steps toward planning to mitigate any potential negative impacts?

page 144 / 217



Field summary for HR08E

If yes, please describe what steps have been taken. For example, have you formed any workgroups toexplore the safeguards needed for staff support in a bidirectional multimedia-capable environment?



ID Response

66 input and feedback from existing staff on training and stress67 topic of discussion at staffing and budget meetings.

page 145 / 217


Field summary for HR08F

Do you think your agency has staff support programs in place that are adequate to meet the needscreated by FirstNet?



page 146 / 217


Field summary for HR08F

Do you think your agency has staff support programs in place that are adequate to meet the needscreated by FirstNet?

page 147 / 217







page 148 / 217




page 149 / 217




Is your agency following FirstNet activities for potential impacts on recruiting and hiring?



page 150 / 217



Is your agency following FirstNet activities for potential impacts on recruiting and hiring?

page 151 / 217




Has your agency taken any planning steps toward planning for changes in the hiring process?



page 152 / 217



Has your agency taken any planning steps toward planning for changes in the hiring process?

page 153 / 217




Have PSAP recruiting and hiring models changed to accommodate the impact of the FirstNet onstaffing?



page 154 / 217



Have PSAP recruiting and hiring models changed to accommodate the impact of the FirstNet onstaffing?

page 155 / 217




If yes, describe what changes you have made.



ID Response

29 We haven't implemented any yet, but we know that there will a tremendous increase in thedata/video delivered with the voice calls. Funding for personnel may become a threat tofull implementation.

67 Re-write of job description to include more of a technologically based foundation andunderstanding for incoming staff.

page 156 / 217






ID Response

20 No real obstacles, just not there yet18 No obstacles just in the beginning stages28 Funding and lack of qualify-able laboe pool.30 unknown obstacles at this time.34 We are still learning and will need to have a better understanding of the changes that will

be made if/when we adopt FirstNet applications/functionality.43 Unknown47 not needed at this time51 Been thought and discussion but nothing final has been presented to the Chief for approval53 Time and awareness55 Not enough information to identify a need to change recruiting/hiring models.56 Identifying the stakeholders and full awareness of FirstNet.63 Federal budgets64 Our agency has not determined if we will be utilizing FirstNet. FirstNet APPS, which this

survey seems to imply will impact us, are unknown and searching the FirstNet web pagedoesn't reveal what these apps are, what they are capable of, or how they may change ourhiring models.

65 FirstNet is not a current platform that would work for our organization66 Community desire versus Pubic Safety needs70 no obstacles identified yet, just learning about firstnet71 Allocated staffing levels approved by city officials. We need and want more but they wont

authorize additional positions just yet.73 We follow federal recruiting and hiring standards.76 There are unknown impacts on the process.80 Changes are due to already low staffing and length of recruitment process, no Firstnet

impacts.107 Without fully understanding all that comes with FirstNet, it is very difficult to figure out how

to best change hiring models and recruiting. 92 New PSAP just starting to learn FirstNet100 N/A97 Doesn't apply to Maricopa Region 911103 na104 impact has not been discussed110 not enough information to know111 Unaware112 .

page 157 / 217



Do you think your agency’s recruiting and hiring practices are adequate to meet the needs andadditional duties created by FirstNet?



page 158 / 217



Do you think your agency’s recruiting and hiring practices are adequate to meet the needs andadditional duties created by FirstNet?

page 159 / 217







page 160 / 217




page 161 / 217



Field summary for TRN04

Is your agency following FirstNet activities to identify potential impacts on training?



page 162 / 217



Is your agency following FirstNet activities to identify potential impacts on training?

page 163 / 217







page 164 / 217




page 165 / 217




If yes, describe the content and outcome of those conversations.



ID Response

28 We'll see when it comes out !29 Communications Manager and Training Coordinator have discussed potential impacts.

Monitoring continues, but no decisions have yet been made.43 Preliminary discussion - information/education at basic level65 Conversations have been about how FirstNet would not work for rural AZ66 Adding time on to training course, adding additional duties on to existing staff, creating

training curriculum67 NEXTGEN has been a topic of training for the 911 center. 112 people are now aware of firstnet

page 166 / 217






ID Response

20 No real obstacles, just not there yet18 No obstacles just in the beginning stages30 initial information just received.34 Again, we are still learning of the full impact potential of FirstNet.47 not needed at this time51 To early in the process53 Time and understanding55 Again, no real data/information to support the need to provide training.56 Full awareness of FirstNet. 64 See the answer from the last section on the limited info on FirstNet apps, and how they

would impact PSAPs. Without knowing what apps are out there, this is a data network onlyand doesn't change that much in the PSAP.

70 no obstacles identified yet, just learning about firstnet71 Knowledge of who to implement it in our area.73 We have never heard of FirstNet.76 Lack of definition of obstacles or challenges.107 Obviously this will have an impact on training. Once we know how it will work, we will add

that to our training program. 92 New PSAP just learning about FirstNet100 N/A97 Doesn't apply to Maricopa Region 911103 na104 have not identified impact110 Not enough information on FirstNet to know111 Unaware

page 167 / 217






page 168 / 217




page 169 / 217




If you have taken planning steps, describe what steps you have taken. For example, have you formedany workgroups to explore the training needs created by FirstNet, including position-specific content?



ID Response

43 Exploration and research67 Training staff is working on lessons and continued training and refreshers on new

equipment and modifications to P&Ps103 in quarterly meeting w/ other agencies discussions and training112 attended meetings at the county level

page 170 / 217



Because of your planning, has your agency taken any actionable steps toward implementing training fora FirstNet capable PSAP? For example, are you making decisions—including budgetary—to modifytraining programs and draft content to include broadband capabilities and technology proficiency?



ID Response

43 Not yet67 Only within the Center itself with training. Budget constraints won't allow equipment

advancements. 103 non yet112 not at this time

page 171 / 217



Do you think your agency training plans are adequate to meet the needs and additional duties createdby FirstNet?



page 172 / 217



Do you think your agency training plans are adequate to meet the needs and additional duties createdby FirstNet?

page 173 / 217







page 174 / 217




page 175 / 217



Field summary for INT05

Does your agency maintain memorandums of understanding (MOU) or memorandums of agreement(MOA) with other public safety agencies?



page 176 / 217



Does your agency maintain memorandums of understanding (MOU) or memorandums of agreement(MOA) with other public safety agencies?

page 177 / 217




If yes, at what level(s) do the MOU/MOA exist? Local, regional, state, federal?



ID Response

20 all of the above18 local, county28 Local , Regional, State and Federal29 Regional30 local level34 MOU/MOA exist across all agency levels.43 Local47 local51 local through federal53 local, regional state, federal55 All levels.56 Local, state, and federal level. 63 all levels65 Local, regional, state and federal relating to dispatch

State agencies regarding multi band radio

Federal for communications related services66 All67 Local, regional and with state and federal agencies are in place with regards to dispatching

and assists. 70 local through federal71 All of the above.

Local, Regional, State, Federal.

(Being that Winslow is on the line of two counties and two tribal nations we have tomaintain multiple MOA/MOU's)

73 Federal, local and state.80 local, regional, state107 Local and regional for sure. 92 All above97 Regional103 local104 Local and regional109 Local 110 Local, regional, and state112 local, state and federal

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If no, is there currently, or has there been in the past, any research, discussion, or development ofMOU/MOA?



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If no, is there currently, or has there been in the past, any research, discussion, or development ofMOU/MOA?

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Do you think your agency acknowledges that there will be changes needed to interworking policies?



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Do you think your agency acknowledges that there will be changes needed to interworking policies?

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If yes, please describe what steps have been taken. For example, have you formed any workgroups toexplore changes to interworking policies needed in a bidirectional multimedia-capable environment?



ID Response

18 Discussions between fire/ems and PD leadership. Mohave County EM discussion.71 For now, mostly just opening dialog and discussion.97 911 Study Group provided a strategic plan which included wireless LTE as part of the 911

ESInet103 not yet with in company

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Field summary for MOT01

Please share your thoughts and opinions about implementing FirstNet features or applications.



ID Response

20 Always open to new technologies that will improve our ability to serve our citizens. Haveconcerns with coverage that need to be addressed.

18 Love capabilities but concerned where we are at today with AT&T and their 5 year plan.Questioning AT&Ts commitment. But the technology is great. To fresh right now foreveryone to understand. There will be an eye-opener and what they will be able to do.Education and outreach will be needed.

28 Don't know enough to form an opinion.29 It is very easy to busy-out a 9-1-1 center with just voice traffic. The likelihood of task

saturation is going to be an implementation inhibitor.30 First Net requires more study. Coverage in our county is insufficient as provided by AT&T34 We are still learning of the potential impact of FirstNet and coverage will be the primary

concern, followed by the cost to switch from our current vendor and equipment availability.43 Concerns for budget impacts at local level47 not needed at this time51 Exploring what it is. Think we are cautious. Just learning now and will be able to make

some decisions once we learn more.53 still learning about FirstNet55 While FirstNet is great in concept and theory, I don't believe the detailed information

sharing is making its way to the appropriate people.56 I would like detailed information on FirstNet and the impact on our NG9-1-1 hardware and

software. 63 There really isn't any talk of it because we don't even have the basics now. We don't know

what will be available in our area, if anything since we are remote. AT&T doesnt haveservice in our area. There's no broadband here.

64 Our agency has attended FirstNet meetings, and while accessories such as the Sonimphone may change how officers get data in the field and the type of data - I have yet to seeany applications relating to the dispatch center that would impact the PSAP directly. Wealready do most of the activities impliled by the survey in our current CAD system.

65 FirstNet will not serve the rural area of AZ66 Outreach is necessary to engage all the communities. SRPMIC needs this and could use

additional education and support to gain understanding67 Our biggest hurdle is funding for both staffing and equipment. 70 It is definitely something we want to look into and establish the coverage viability. Would

look forward to getting some of the responders off a command channel and open it up toother personnel.

71 The education for FirstNet is limited and overly complicated. Lets face it, maintainingattention especially in public safety is difficult.

Outside of that, the bulk of the spending goes to the bulk of the population (MaricopaCounty). Its practical and possible to use it there. AT&T does not have a good reputationin this area and it will be extremely difficult to change the hearts and minds of people. Notwithout significant savings and reliability.

73 This survey was less than helpful. Our agency hasn't received any information aboutFirstNet prior to the survey.

76 The process remains undefined on how it will impact my operations. 80 This must be coordinated between all regional PSAP for consistent public services107 I believe that overall, there is a limited understanding at best about the true impacts of

FirstNet in Communications. However, I believe that technical personnel probably have themost information on the impact it will have in Communications.

92 Brand new PSAP just learning of FirstNet100 As a secondary PSAP under a private ownership our participation has always been limited

due to our position as a non-governmental agency.

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97 Adding to the MR911 ESInet would give addition diversity to the ESInet103 FirstNet will be very much important for our agency to be part of being able to

communicate with the rest of the ems/fire/police agencies104 None at this time109 More information and meetings on the application and implementation on First Net would

be helpful. 110 Need more information111 Unknown112 none at this time

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Please share your thoughts and opinions about the potential impacts of FirstNet on your PSAP.



ID Response

20 Not sure how it is going to make what we currently have any better. Reliability andcoverage of it. Not sure that FirstNet is going to be bringing in anything that is not comingin anyway.

18 It is a big advancement for our program. The capabilities are exciting. Would better serveus not only as an agency but for those we serve.

28 OHHH, Bad initially.29 More staff will be needed.30 A positive opportunity to improve service to the customer.34 There will be immediate negative impact to the PSAP upon adoption of FirstNet, even with

proper communication and planning, but it will improve over time.43 Unsure47 not needed at this time51 We don't know what we don't know. No hesitation for technology, we are driving

technology and the unit is always looking at new technology to improve operations. Lots ofpieces still unknown.

53 still learning about Firstnet55 I can't speak to the impacts as I don't know the full scale of what those impacts will be for

us.56 I would like detailed information on FirstNet and the impact on our NG9-1-1 hardware and

software. 63 I personally embrace new technology but can't do much when we currently have nothing,

do not know what (tech wise) is going to be available, and do not know where our budgetswill be.

64 See #107. Current knowledge of FirstNet and limited info on apps referred to in this surveyprevent me from developing a good opinion on the impacts of FirstNet.

65 None66 Daunting but if phased and structured, rather than deadlined, it can be a meaningful

upgrade for Public Safety67 We are at moderate staffing levels. We are able to maintain a major catastrophic event for

a short period but could not forgo a major event lasting a long duration. 70 The impacts are going to be on staffing, media storage, policies, protocols and data

management.71 It would be great. The information and data sharing potential would help tremendously.

However, there are already systems in place from several different entities that offer thesame information sharing resources such as ACTIC and N-Dex. The advantage being thatwe can access through our individual provider or internet lines at any given time.

73 N/A76 I think it will open the door for unintended impact of the PSAP both on personnel and

equipment. 80 minimal, as we have all function capabilities now.107 I am hopeful that FirstNet will have a gradual positive impact on PSAPS. 92 Brand new PSAP just learning of FirstNet100 We will adapt or adopt once the governmental PSAP have it in place.97 Adding to the MR911 ESInet would give addition diversity to the ESInet103 being able to communicate via radio across the board w/ everyone 104 None at this time109 Not sure110 Need more information111 Unknown112 none at this time

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Do you anticipate that FirstNet will provide positive or negative changes to PSAP and field operations?



ID Response

20 Potential to provide positive it the connectivity and reliability are there.18 All positive28 NO IDEA !29 Mixed. FirstNet ties into NG-911, and other than system efficiency there is little to be

gained from passing video to a communications center. If we get it, then we're liabile to acton it. NG-911 has been driven by vendors, not the response community.

30 Positive34 The initial impact has a potential to negatively impact the PSAP but will be positive for field

operations.43 Positive47 not needed at this time51 Hope it is positive but we don't know that yet.53 not sure55 That remains to be seen.56 Anything that enhances our day-to-day operations will be a positive. 63 Unable to answer at this point.64 FirstNet has the potential to improve field operations through reserved data spectrum

during large scale events. Our agency is also trying to determine what the actual coverageof AT&T is in our municipality and if going to FirstNet would negatively impact ourcoverage.

65 FirstNet would not have a positive impact for our operation because of our ruralenvironment and having to utilize AT&T

66 It will change traditional dispatching for the negative, basically eradicating who and how wehire. It will breate burnout to a higher degree. For Public Safety overall it will end up beinga good thing, but will take time to get the right personnel in the right places.

67 The initial hurt will be on the PSAP and Street personnel. Without funding for the advancedequipment required our agency will have to make due. We have been makingadvancements however we have restrictions on budget that are outside are realm ofcontrol.

70 positive71 To be quite blunt, it will take a lot of new tech savvy staff with a vision of what is capable.

As is, we are struggling with staff members who hold strongly to archaic methods.73 N/A76 There will be some positive changes but the overwhelming feeling of a need to remain

on-guard to the protection of our personnel for operational changes and liabilities. 80 both107 I think it will be positive once the features are fully trained and understood.92 Brand new PSAP just learning of FirstNet100 unknown97 Positive for PSAP103 positive104 Positive109 I think if will have a positive impact to operations.110 positive111 Unknown112 not sure

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Are there any other challenges and obstacles to FirstNet implementation and adoption do you thinkexist, that were not discussed?



ID Response

20 Limited financial resources. Coverage (18600 sq miles). Tried AT&T and no coverage.Switched from AT&T to Verizon because support was horrible. They say they have fixed itbut they need to proved. Would be able to get to Tier 3 support immediate (14 hour supportis not acceptable)

18 Right now biggest obstacles is just that we are in the beginning stages and where AT&T isat.

28 Politics and Funding !! 29 Public education is going to be critical, and there needs to be a funding mechanism for

that.30 NO34 The primary considerations for FirstNet adoption will be coverage and the potential cost to

switch from our current vendors.43 Funding sources for equipment and training47 not needed at this time51 If we are going to sign up what are the standards we can expect. What are our choices.53 not sure55 We need further information/clarification on what the implementation phases will be and

what is required.56 Further detailed information on FirstNet is required in order to fully understand its'

implications. 63 no64 This survey keeps implying if our Agency goes to FirstNet it will have a drastic impact on

the PSAP - however no one has ever indicated exactly how (apps that are referred to butno info is available... ???) and our agency already has attachments in cad, attaches PDFsto cases, etc.

65 Again, the rural area of AZ and AT&T66 Still lack the puzzle pieces that make it all work. Still missing the systems, the training, the

details to the picture. Its still theoretical and IT based, so its difficult to see how it will allcome together in practical application.

67 Open spending as we are constricted by our Board of Supervisors and outside ourdepartment personnel.

70 no71 NA73 N/A76 No80 addition of non verbal communication makes gathering information more difficult, or slow107 No. 92 Brand new PSAP just learning of FirstNet100 Non-governmental agencies were not a primary concern during development and roll out.97 funding103 no -being able to budget to update or purchase equipment104 None at this time109 Gaining a better understanding on how it works and the benefits would help.110 Need more information111 Unknown112 no

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Field summary for PSAP01 [Full Name]

Please include your contact information for follow up:



ID Response

20 Irene Hunkler18 Duane Clarke28 Karl Hartmetz29 CARL R. FORTNER III30 Robert Woodhul34 Patrick Cutts43 Carla Reece47 Mary Newton51 Michelle Potts53 Marie Carpenter55 Domela Finnessey56 Javier I. De La Ossa 63 Sean Fielding64 Darin Douglass65 Samantha I. Russell66 Cathryn Masters67 Jody Schanaman70 Debra Williams71 Michael Jones73 Stephanie Brazell76 Sheila Blevins80 Geoffrey Kuhn107 Mike Folia92 Tanya Williams100 Kirk Schmitt97 Liz Graeber103 elisa murillo104 Deann L. MacLeod109 Trish Pryce110 Kevin L Perlak111 Martha Johnson112 Jaclyn

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Field summary for PSAP01 [Full Name]


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Field summary for PSAP01 [Agency/Department]




ID Response

20 Flagstaff PD18 Hualapai Emergency Services28 La Paz County Sheriff/91129 VALLEY EMERGENCY COMMUNICATIONS30 Pinal County Sheriff's Office34 Tempe Police Department43 City of Casa Grande47 Camp Verde Marshals Office51 Chandler PD53 Cottonwood Police Department55 City of Surprise/Police Communications56 Santa Cruz County Sheriff's Office 63 NPS Grand Canyon Regional Communications Center64 Mesa Police 65 Yavapai County Sheriff's Office66 Salt River Police Department67 Mohave County Sheriff70 Gila County Sheriff's Office71 Winslow Police Dept73 Glen Canyon Regional Communication Center76 Marana Police80 City of Tucson/ Public Safety Communications107 Avondale Police 92 Fort Mojave Tribal Police Department100 American Medical Response - AZ97 Phoenix Fire103 rural metro fire dept104 Kingman 9-1-1 Communications Center109 ASU Police110 Prescott Police Department 111 Phoenix Fire Department112 Page PD

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Field summary for PSAP01 [Agency/Department]


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Field summary for PSAP01 [Title]




ID Response

20 Communications Manager18 Acting Director28 Comm/IT support29 COMMUNICATIONS MANAGER30 911 Administrator34 Communication Manager43 Communications Manager47 Communications Manager51 Communications Manager53 Communications Manager55 Public Safety Communications Manager56 Communications Division Supervisor 63 Communications Center Manager64 Public Safety Communications Administrator65 Communications Supervisor66 Public Safety Communications Manager67 Dispatch Supervisr70 911 Coordinator71 Dispatch Supervisor73 Dispatch Supervisor76 Commo Supervisor80 911 Administrator107 Communications Manager92 911 Dispatch Supervisor100 Director of Communications, AZ97 911 Administrator103 911 Lead Dispatcher104 Communications Center Manager109 Comms. Mgr.110 Lieutenant111 Fire Communications Supervisor112 Dispatch Sup

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Field summary for PSAP01 [Title]


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Field summary for PSAP01 [Email address]




ID Response

20 [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected] [email protected]

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Field summary for PSAP01 [Email address]


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Field summary for PSAP01 [Daytime phone number]




ID Response

20 928-213-337318 928-769-610428 9928)669-614129 520-351-417530 520866519134 480-350-875643 520421871547 928-554-831551 480-782-414953 928-340-210555 623-222-432356 520377525563 928-638-780364 480-644-374165 928777723966 480362797067 92753075370 928-402-189371 928-289-2431 x144573 928-608-630176 520382203880 520-388-1023107 623-333-736392 9283461521100 623-463-395697 6025349775103 928-783-1805104 9287538171109 480-965-2599110 928-777-2020111 602-495-7401112 928-645-4361

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Field summary for PSAP01 [Daytime phone number]


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Field summary for PSAP02 [Number of Full-time Dispatch staff]

Please provide details on your agency staffing.

Calculation Result

Count 32Sum 833.0000000000Standard deviation 33.92Average 26.03Minimum 0.00000000001st quartile (Q1) 82nd quartile (Median) 12.53rd quartile (Q3) 24.75Maximum 150.0000000000


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Field summary for PSAP02 [Number of Part-time Dispatch staff]


Calculation Result

Count 32Sum 68.0000000000Standard deviation 4.13Average 2.13Minimum 0.00000000001st quartile (Q1) 02nd quartile (Median) 03rd quartile (Q3) 2Maximum 20.0000000000


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Field summary for PSAP02 [Number of Supervisory Dispatch staff]


Calculation Result

Count 32Sum 140.0000000000Standard deviation 4.8Average 4.38Minimum 0.00000000001st quartile (Q1) 12nd quartile (Median) 33rd quartile (Q3) 5.75Maximum 20.0000000000


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Field summary for PSAP02 [Number of Technical support staff]


Calculation Result



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Field summary for PSAP03 [Number of Police agencies dispatched]

Please provide details on the agencies dispatched

Calculation Result



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Field summary for PSAP03 [Number of Fire agencies dispatched]


Calculation Result



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Field summary for PSAP03 [Number of EMS agencies dispatched]


Calculation Result



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Field summary for PSAP03 [Number of Other agencies dispatched]


Calculation Result



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Field summary for PSAP04 [Call-taking positions]

Please indicate the number of PSAP workstations.

Calculation Result

Count 32Sum 127.0000000000Standard deviation 8.8Average 3.97Minimum 0.00000000001st quartile (Q1) 02nd quartile (Median) 0.53rd quartile (Q3) 4Maximum 48.0000000000


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Field summary for PSAP04 [Dispatch positions]


Calculation Result



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Field summary for PSAP04 [Combined call-taking/dispatch positions]


Calculation Result



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