Newspaper Clipping - Newspaper Clipping Scan - Officials strive for glitch free 911 calls - 8/2/2008Officials strive for glitch -free 911 calls
Joint dispatch calling problems appear to be improving
by Laura Adelmann
THISWEEK NEWSPAPERS
Since opening in De-
cember, the Dakota Com-
munications Center has
experienced problems with
its cutting-edge emergency
joint dispatch technology
and software.
Issues include dropped or
rerouted calls, an emergency
siren system that failed an
area during a severe storm,
and several dead zones
where emergency pagers
don't work.
DCC Executive Director
Kent Therkelsen said the
"We have had three separate incidents of
unrelated software issues that crashed the
system and interfered with our ability to
answer calls. "
— Kent Therkelsen
JOINT DISPATCH EXECUTIVE DIRECTOR
joint dispatch center's tele-
phone system locked up on
June 8 for one -and -a -half to
two hours, preventing dis-
patchers from receiving any
911 calls.
When staff members re-
alized what was going on,
they contacted Qwest, and
calls were instead rerouted
to Ramsey County dis-
patchers.
About 40 calls were re-
routed, and Therkelsen said
he's not aware of any life-
threatening' calls that did
not get answered.
The system had similarly
locked up twice in May for a
few minutes each time.
Calls made during those
times were returned. They
consisted of an animal com-
plaint, two cell phone hang-
ups and a situation in which
a man had fallen but did not
need medical transport.
"We have had three sepa-
rate incidents of unrelated
software issues that crashed
the system and interfered
with our ability to answer
calls," Therkelsen said.
Three times, from Jan. 22
to Feb. 5, problems with -the
system left dispatchers un-
able to enter caller informa-
tion through computers and
instead resorted to pen and
paper.
News of the problems
first surfaced in March,
when it was reported that
an Apple Valley resident
was desperately attempt-
ing to report a prowler, but
her calls to 911 went unan-
See 911, 5A
911/from 1A
swered.
Technicians found the
system was incorrectly iden-
tifying calls as hang-ups and
diverting them into a queue
that operators check and call
back to check on the caller's
safety.
The problem has since
been addressed, and opera-
tors continue to closely moni-
tor the system.
Therkelsen said he and
other local officials are frus-
trated with the various prob-
lems, and he is has frequent
contact with software vendor
Independent Emergency Ser-
vices of Hutchinson, Minn.,
and California-based Plant
CML, the software manufac-
turer.
Plant CML North Central
regional account manager
Dick White said that, while
he wasn't familiar with the
DCC system's exact problems
because he represents anoth-
er nearby area, the company
takes connectivity issues very
seriously.
He noted that since there
have been no problems since
June 8, the issue "has likely
been addressed."
Although both companies
are working with DCC staff
to solve the problems, and
everything has run smoothly
since the June 8 situation,
Therkelsen said he is frus-
trated with the history of
software glitches and techni-
cal problems.
"It has not met our stan-
dards," Therkelsen said, add-
ing that DCC officials have
discussed legal options.
Cliff Woodbury, Inde-
pendent Emergency Services
manager, did not return
phone calls seeking com-
ment..
According to the IES Web
site, the company has suc-
cessfully set up customized
911 systems and provided
training for several emer-
gency call centers throughout
Minnesota, including Brown
County.
The company's Web site
includes a testimonial from
Lt. Mike Mathiowetz from
the Brown County Sheriff's
Office.
Mathiowetz said IES has
managed Brown County's da-
tabase for a decade and "the
residents of Brown County
are safer because of IES."
In Dakota County, many
officials are cautiously confi-
dent and note that any time
a new system is employed,
there's bound to be issues.
Apple Valley Police Chief
Scott Johnson said he appre-
ciates the fact that there will
be a few bugs to work out of
any new system, but when it
comes to 911, failure is not an
option.
"I'm concerned any time
the software that drives the
911 system isn't functioning
as it should be.... We've ex-
perienced that three times
now. There's always the po-
tential that something bad
could happen," he said.
At the direction of City
Administrator Tom Lawell,
Apple Valley residents are re-
ceiving stickers with their wa-
ter bills with the seven -digit
alternative emergency call
number — 322-2323.
That number works in any
area code and will connect
callers with a dispatcher day
or night.
Anderson added that he
thinks consolidation was a
better use of resources and is
confident the problems will
eventually be fixed.
Rosemount Police Chief
Gary Kalstabakken said
since the software issue has
been ironed out, the prob-
lems appear to be solved.
Plant CML regional ac-
count manager Lena Pen-
wright said no two 911
systems are exactly alike be-
cause they feature various
components, hardware and
software.
"It's very complicated,
she said.
Therkelsen said there are
about eight similar systems
in the country, and none
have experienced identical is-
sues.
Farmington Police Chief
Brian Lindquist said there
was a considerable amount
of planning that went into
creating the DCC, and a few
glitches are to be expected.
He also emphasized,
however, that emergency re-
sponders are all striving for
complete system reliability,
and his police force is getting
the information they need to
respond to emergencies.
Therkelsen said there
have been no problems with
the DCC system since the in-
cident, and, on . average, ' 911
calls are answered within five
seconds of ringing.
"That's less than one ring,
and we're taking a lot of
calls," Therkelsen said.
He remains cautious
about declaring everything is
completely bug free, and said
the goal is 100 percent reli-
ability.
"I've learned not to de-
clare victory over any issue
until we get a little more of
a track record, but ... since
June 8, we've handled about
25,000 911 calls without a
problem," Therkelsen said.
Laura Adelmann is at
dceditorWrontiernet.net.