Public Safety Answering Point (PSAP) Consolidation — Sustema
The demand for better and faster emergency services has urged government agencies such as 911 PSAPs to consider the benefits that consolidation can bring to their communities.
By definition, PSAP consolidation refers to merging the resources of two or more public safety agencies to form one single and stronger organization.
Cost savings being one of the major benefits from PSAP consolidation, the return on investment of such a project will only materialize several years later due to the high start-up costs. Therefore, the focus should be geared towards improving the level of service by streamlining the technology and training process. Consolidation will result in faster communications and make it easier to raise funds to keep the 911 call center updated. The principal consolidation models include a full, partial, co-location and a hybrid PSAP.
PSAP Consolidation Process
The consolidation of a 911 dispatch center is a complex process that requires the collaboration of multiple stakeholders. The following list describes the major steps to make a smooth transition.
- Leadership: PSAP consolidation is very similar to mergers as seen in the corporate world. All too often we see successful companies fail to collaborate due to the discrepancy between their corporate cultures. For this reason, it is important to consider the way of working from the different PSAPs involved and plan how to manage the new culture. The leader will be someone displaying high commitment from the beginning to the end of the project.
- Stakeholders: Key decision-makers and principal stakeholders will need to meet and discuss the potential benefits of combining their efforts. If enough interest exists a preliminary feasibility study will serve to formalize the project viability.
- Analysis: A thorough feasibility study will first examine the current issues of the 911 dispatch center. Major issues often involve PSAP design, staffing, call processing, budget allocation, equipment, and software. The goal of the study is to find if consolidation makes sense from a service and financial standpoint but also provides recommendations for the issues mentioned previously.
- Planning: At this phase, the needs of the PSAP facility are listed. The planning for procurement begins. A detailed report identifying key participants, funding requirements, HR, and governance structure is prepared to guide the project.
- Implementation: The PSAP slowly starts to take shape with facilities being constructed or renovated. The dispatch furniture is ordered and installed, hardware and software tools are updated, and training for call takers/dispatchers working in the new facility begins.
- Post-Consolidation: Not surprisingly, after the PSAP is up and running some issues will certainly arise both at the human and technology level. Therefore, it is important to have evaluation controls in place to quickly identify and resolve these issues.
PSAP Consolidation Timeline
PSAP Furniture Consoles
Acquiring new dispatch furniture for your PSAP is often necessary when consolidating the PSAP. Dispatch consoles are ergonomically designed to accommodate PSAP call-takers and dispatchers to perform their work. Dispatch consoles are built to support multiple monitors, keyboards/mice, radio consoles and other equipment. Console manufacturers also integrate cable management systems to provide easy access to power and network. Sustema’s Transit Series C-300 consoles is equipped to hold task lights, heaters, fans, and an alerting system to help reduce the fatigue and eyestrain of dispatchers. In conclusion, even though consolidating a PSAP is a complex and lengthy process, it can substantially increase service levels, retention rates, and safety in the workplace.
Sustema Inc.
Sustema specializes in the design and manufacturing of 911 dispatch consoles. Contact us to request a free quote for your PSAP consolidation project.
- Our Website: www.sustema.com
- Guidebook Link: https://dps.mn.gov/divisions/ecn/programs/911/Documents/PSAP_Guidebook.pdf
Originally published at sustema.com on September 24, 2019.
