Tacoma-Area First Responders Adopt Private Wireless to Boost Dispatch Efficiency

Twenty-one different fire departments depend on Pierce County Fire Protection District #2, commonly known as Fire Comm, for dispatch coverage over a large suburban area around Tacoma, Washington. In 2006, however, the district's Computer Aided Dispatch (CAD) system was scheduled to reach the end of its lifecycle. Pierce County needed a replacement that would meet the district's needs for responsiveness and reliability.

"The district began planning for 2006 more than five years ago," says Pierce County Computer Aided Dispatch (CAD) system specialist Jeff Axtell. "We wanted our system to include mobile data to reduce our dependency on voice communication. We would evolve our existing CAD system, but the mobile data component would be entirely new."

For Pierce County, the clean slate proved to be both a blessing and a challenge. "We didn't have any pre-conceived expectations to get in the way," says Axtell, "but we also didn't have the experience to address the challenges. Fortunately, we got it right." According to Axtell, the new system reveals valuable lessons about the benefits of improved communications, the need for mission-critical reliability, and the importance of hands-on manufacturer support.

Wireless Data Changes Communications Dynamics for Dispatch and First Response

Pierce's wireless data system has changed the dynamics of first responder communication. "The difference between voice and data communications is great," says Axtell. "Without a mobile data system, the call goes to the dispatch center. The call taker determines the service needed and sends the call to the dispatcher. Then the dispatcher sends the call to the units and tells them where to go. Each step requires information to be read, heard, remembered or written down, and confirmed."

"This is a time consuming process," he explains. "A call could take up nearly five minutes. That's a long time for a dispatcher to be tied up. Add the fact that sirens are blaring and the person on the receiving end is running to a fire, and you can understand how easy it is to get lost in the voice communications effort."

"Wireless data completely changes the dispatch process," he explains. "Now, rather than engage in a conversation with the dispatcher, the driver can simply walk into the truck and all the information will be there: updated call info, directions, maps, and relevant details. And confirmation can be delivered through the system. Wireless data eliminates the burden of voice communication, and it eliminates nearly all the opportunities for error. The benefits are great-our most important challenge was to make sure that the system delivered with absolute, mission-critical reliability."

Private Wireless System Enables Mission-Critical Reliability

The need for reliable communications among first response teams and dispatchers is well known. For Pierce County, the story was driven home several years ago when fire units were involved in a terrorism drill that included all first responders in the area.

"At the time of that drill, we used a public network system for voice communications," says Axtell. "The trouble was, so did everybody else. So when our trucks pulled into the parking lot at the staging point, about 60 police units were there also using cellular connections. When we turned on our equipment, we couldn't communicate because the network was overloaded. Most people were not even using the network to communicate at the time. They were just keeping it open, and in doing so they took up space. That's the nature of our business. We must have uninterrupted availability, even if we're not actively communicating. A commercial carrier couldn't guarantee that availability."

A private wireless system gave Pierce County the mission-critical reliability it needed. "If there's a disaster in the area, we may have no access to public networks whatsoever," he says. "The public should expect us to function reliably in just such a situation. A private wireless system puts control of the network into our hands. We're responsible for maintenance and support, and we're the ones who allow and deny access to the network."

Manufacturer Support Ensures System Performance

Pierce County decision-makers needed to find a manufacturer that would work with them to deliver on the promise of private wireless mobile data. "We were covering new ground with our private wireless data system, but on the recommendation of the project integrator, we adopted an equipment solution by Dataradio," he explains.

"When you deploy a system, no amount of testing and preparation will completely predict what will happen in the field," says Axtell. "Until you have a computer with a modem in a car driving down a street, you may know that the system will work, but you won't know how well it will work. Commitment and hands-on support from the manufacturer is crucial for achieving the performance you expect."

"We had challenges when we deployed the first unit, but we also had no experience with the system, so we turned right back to the manufacturer for remote trouble-shooting," explains Axtell. "When that didn't resolve the issue, Dataradio sent a technician to work it out. That engineer addressed every detail. He drove throughout our coverage area, he evaluated performance, and he made adjustments accordingly.

"When he finished, the system met every performance expectation. By taking the time to work with us, that engineer turned a potential problem situation into a positive experience. That's the kind of support we needed."

Scalability Enables Incremental Addition of New Users

Since implementing its mobile data system, Pierce County has installed routers and computers in 25 field units. The district expects to have 75 units connected by the end of 2005. "We have the system up and running, so now our participating departments can deploy to expand usership as needed," says Axtell. "They can simply install the new equipment when a unit comes in for a six-month service. By the end of 2006, approximately 150 units will be operating on the district's wireless data system.

"On paper, mobile data promised us great enhancements in speed and efficiency," says Axtell. "Our main concern was: would it deliver in the field? Thanks to the right planning, equipment, and support, we have a system that performs like we need it to perform. For the fireman driving the truck down the street and the dispatcher at the communications center, we have a system that will deliver for many years to come."