IT Governance Business Case Advanced Public Safety 911 Recording/Reporting System Durham Emergency Communications Center (DECC)
Current Pain Points from DECC/911
• Lack of resiliency primarily due to the fact that the current systems has too many dependencies on other individual components creating multiple points of failure that all have to be monitored
• Lack of data protection and data redundancy that reduces the ability to guarantee that all records are recorded and accessible
• Limitations within the data retrieval processes
• Inability to add metadata directly to each instance of a recorded incident
• The current system does not adequately align to the City’s Next Generation 911 (NG911) platform
Goal: Innovative & High Performing Organization
Initiative: Develop and implement a continuous improvement model that includes evaluation and process improvement to analyze and improve City services
Desired Business Value
Implement a solution that:
• Generates potential savings by increasing effectiveness, efficiencies, that directly generate a higher value
• Ability to enhance the transparency of a program’s operations which can yield favorable outcomes for all stakeholders
• Post implementation allows for better tracking, reporting, that is results based and directly contributes to improve operational capabilities
Goal: Creating a Safer Community Together
Initiative: Implement quality assurance systems that support divisional programming efforts.
Desired Business Value
Implement a solution that:
• Improved operational efficiency & data resiliency
• Provides additional visibility into handoff of emergency response between agencies and the cause of delayed handoffs
• An all-in-one recording platform (audio, screen, and text to 911 recording)
• Increased quality assurance standards with incident analytics capabilities
Goal: Creating a Safer Community Together
Initiative: Transition to contemporary dispatch methods that allow emergency communications to better process 911 calls and deploy first responders.
Desired Business Value
Implement a solution that:
• Improved operational efficiency & data resiliency
• Provides additional visibility into handoff of emergency response between agencies and the cause of delayed handoffs
• An all-in-one recording platform (audio, screen, and text to 911 recording)
• Increased quality assurance standards with incident analytics capabilities
Future State Benefits
Benefits of implementing an advanced public safety 911 recording/reporting system should include the following:
• Has the required redundant components to ensure that hardware does not keep important records from being recorded
• Has adequate backup to ensure that critical recorded data is backed up
• Multimedia information capture and integration capability which can be used to report out on in minutes not hours/days.
• Streamlined reporting capabilities that make it easy to identify, understand, and address multiple factors that rapidly improve of operational performance metrics.
• More robust portal that simultaneously increases oversight, transparency, and online accessibility functions.
• On-premise first model that supports the dual data retention models.
• Future proof system that is built to support NG911 and the Internet of Emergency Things (IoET)
Recommended Solution and Analysis
Why we recommend the NICE Solution
• NICE has all the capabilities we do not currently have in our current system such as data redundancy, data resiliency, which provides the data protections that are currently pain points for DECC
• NICE is the industry leader for Public Safety 911 Recording / Reporting Systems
• NICE has the unique ability to integrate into critical 911 technologies such as CAD, CPE, Radio and QA systems to provide unmatched analytics capabilities.
• NICE is the sole recording vendor certified to integrate directly into the Motorola Radio network.
• This system is currently being utilized by both Wake County and Fayetteville
• NICE is currently being utilized by 17 of the top 20 Metropolitans areas across USA (New York City, Boston, Los Angeles, etc.)
• This system is in use at over 3,000 locations globally.
NICE Solution: Implement the NICE Solution for 911/DECC
Description
• This solution is a Public Safety 911 Recording/Reporting System that aligns to industry standards and supports the City’s NG-911 needs
Pros
• Has the capabilities of providing the redundancy to ensure that recordings are made and data is protected
• Have other added capabilities such as screen recording and data analytics that we do not have in the current system
Cons
• N/A
Nice Recording / Reporting System : Financials Estimate
COST ESTIMATES FUNDING
Description Year 1 Costs (Hours) Annual Run Costs (Hours)/ KTLO Funds Available From Department Budget: $58,000 Labor $ (Hours) Internal TS: 112 hours 52 hours Funding Requested (Y/N): Y Business Analysis 10 hours 0 hours TS Services 82 hours 52 hours Project One Time Costs: $755,374 TS PMO 20 hours 0 hours Annual Run Costs: $56,265 Internal Department: DECC 0 hours 0 hours *Total Project Funding Requested for Year 1 $811,639 External (Implementation Cost): Professional Services $172,725 $0 *Recurring Costs Requested After Year 1 $0 Professional Services (Installation Services) $91,575 $0 Professional Services (Training) $37,575 Professional Services (Project Management) $43,575 $0 Non-Labor $ Hardware: (System Components) $129,150 $0 Hardware: (Rack Setup Cost) $20,000 $0 Software (Recording & Intelligence Applications) $312,499 $0 Software (Screen Recording): $121,000 $0 Software (Annual Maintenance): $56,265 $56,265 *Total Project Funding Requested, Includes Year 1 Implementation & Run Costs
Risk Identification
Description of Risk Risk Impact Mitigated (Y/N) Contingency(Y/N) Poor execution High N Y Project team turnover Low Y N Vendor performance High N Y Cyber Security High Y N
Mitigation Risk (Costs)
• No Cost
Contingency Risk (Costs)
• No Cost
Our Ask
We are asking the IT Governance Steering Committee to approve the NICE Business Case for submission to the City Manager for approval and funding through the BMS department.