Case Study | City of Denver, Colorado
Key Benefits
- Partnership with client to reach long-term goals and continued success
- Accomodate for continued growth and new technology through open platform
- Ensure operating on latest, innovative technology through continuous product developments
Agencies
- Denver Health
- Denver Fire
- Denver Police
Vital Statistics
Area Served - 120 sq. miles
Population - 2 million
Call Volume - 1.5 million (annually)
Go Live - 1996
Dispatcher/Call-taker Seats - 90+
Mobile Units - 100+ (Fire and EMS)
Products
VisiCAD, VisiNet Mobile
Interfaces (partial listing)
ANI/ALI, FireBox, Paging, Radio, FireHouse‐RMS, Records Check, Silent Dispatch to Versadex Mobile
Challenge
Denver 911 was only an idea not long ago where different public safety agencies (law, fire and EMS) servicing the City of Denver all worked under separate agendas and structures. Sharing resources was non‐existent and each organization had different technology platforms, systems and
technology vendors. Duplicative processes and repetitive staffing needs naturally required excessive costs to support the infrastructure. A lack of centralized authority and decision making also prevented a clear “Denver‐wide” approach. The reality meant that each public safety agency and its staff, Denver Fire (125 personnel), Denver Police (110), Denver Health (50) and the 911 Communications Center (70) worked in a mutually
exclusive vacuum.
Another major challenge was problem resolution and communications breakdowns to address existing technology and user issues within departments.
Solution
The Denver Leadership and TriTech’s team worked together to lay the foundation for a sweeping city‐wide initiative called Denver 911. Denver 911 is an initiative for its Public Safety agencies to work together as team and provide fully optimized public safety services under common and shared goals. Creating the vision and mission as well as building the technology infrastructure goes hand‐&‐hand with its long‐term success.
“The highest priority for Denver 911 is to protect and serve our community, so aligning all of the organizations goals and objectives to point that direction creates a focused environment. Each agency has its unique mission‐critical needs, but working as a team which includes leveraging
TriTech’s enabling technology, the entire city and county can be served efficiently and cost effectively,” said Carl Simpson, Executive Director, Denver 911.
Denver 911 Goals
- A vision for the future – A clear technology, service and operational roadmap
- Constantly improve the status quo – Keep the organization moving forward with process improvements
- Setting team goals and involving input from each agency – Hire motivated and competent personnel that understand operations and technology
- A solid relationship with TriTech and expectations to reach shared goals
TriTech’s leading technology and services helps Denver 911’s mission by enhancing multi‐agency, multi‐jurisdictional capabilities. VisiCAD – The award winning dispatch system with GIS mapping and VisiNet Mobile, extending VisiNet Command to in‐car computers also interfaces to NCIC and CCIC databases for records checks as well as other third party systems. With mission‐critical technology, Denver 911’s agencies are equipped with improved decision‐making capacity at all levels, enhanced interoperable communications, faster incident response times and
joint‐response capabilities. First responder/officer safety is also
improved with better communications between dispatchers and
its field personnel.
"Each agency has its unique mission‐critical needs, but working as a team which includes leveraging TriTech’s enabling technology, the entire city and county can be served efficiently and cost effectively.”- Carl Simpson, Executive Director, Denver 911, Colorado
“”
- VisiNet Black Box – onsite install of the new application problem resolution technology that trouble shoots and resolves issues at a record increase of 60%
- Process improvements – employ new technology for interagency communications during joint responses to emergencies
- IPC Server upgrades – Increase inter‐agency messaging capacity and dispatcher to field personnel communications (CAD to mobile device)
- Stratus Back Up Server ‐ Employ a 99.999% fault‐tolerant server for Disaster Recovery
Client Benefits
TriTech provides Denver 911 with a very unique approach to customer service where diverse teams of experts are dedicated to their needs to ensure ready access to training, technical and account support throughout the life of their system. Every TriTech client is supported with this methodology and approach.
Client Focused Support
The Client Account Manager (CAM) is the primary contact and liaison for non‐technical support issues, system changes and billing questions. The CAM drives weekly meetings with Denver 911 to discuss overall account support and ongoing projects or issues.
The Technical Services Consultant (TSC) serves as the primary point of contact for technical support issues or upgrades. The TSC provides first level analysis of issues as well as level escalation. Additionally, the TSC will periodically review the list of issues, while providing updates and prioritization of these issues. This approach provides Denver 911 with assurance that progress is being made on certain issues.
The Technical Services Engineer (TSE) performs technical research and diagnosis of issues in specific product areas under the guidance of the TSC to ensure expertise in troubleshooting. Whether it's a training inquiry, a technical issue, or a simple question, Denver 911 has one single point of contact who addresses the issue at hand.
TriTech’s mission is to provide leading technology and superior services that support Denver 911’s immediate needs and future plans for fully optimized public safety services.
