Improving 9-1-1 Service Delivery and Response

Article Posted by Daphne Rhoe, Chief, California 9-1-1 Emergency Communications Office

At the state level, we are always working on ways to improve emergency response to better serve Californians. One way we are working on improving 9-1-1 service delivery and response is with the new Emergency Call Tracking System (ECaTS).

ECaTS will replace the two separate services provided by the Frame Relay Network Information System (FRNIS) and the Compliance and Review System Network (CARSNET) with a single, statewide data tracking system. These systems serve over 34 million people in 58 counties, and are used by the 9-1-1 network and about 500 police, fire, and paramedic dispatch centers across the state ("Public Safety Answering Points" – PSAP).

By installing a single system, a number of benefits will be realized:

  • Ability to compare and analyze call statistics by PSAP, county, or state.
  • Better tracking of calls since all data associated with 9-1-1 calls within the state will be collected by a single system.
  • Consistency in the way calls are measured across the state (e.g., answer times, call durations).
  • Ability to share data with other PSAP managers or county coordinators.
  • Improved reporting capabilities, including standard and ad-hoc reports on items such as calls answered and abandoned, calls per hour, top 20 busiest hours, call counts, call duration, ring time, talk time, calls transferred to other PSAPs, etc.
  • Many of these new features were virtually impossible in the past with the two separate systems, so we are very excited about these changes.

The new statewide emergency tracking system was awarded through a competitive process, and implementation has already begun. The ECaTS will be rolled out to PSAPs in groups of 15 at a time through October 2010.