City and County of San Francisco, CA
Project Overview
The San Francisco Department of Emergency Management (DEM) engaged DELTAWRX to lead an effort to replace the City and County of San Francisco’s (CCSF) aging CAD and Mobile systems used to dispatch the Police, Sheriff, Fire, EMS and Municipal Transportation Department resources. In conjunction with this effort, DEM sought to streamline business practices when possible and prepare its public safety departments for organizational change.
Client Profile
The CCSF DEM owns, operates, maintains and supports a CAD system that is used by five public safety agencies. Collectively, these agencies service a population of nearly 900,000 permanent residents.
Client Challenges
Faced with aging technology for call taking and dispatching and limited support offerings from their legacy vendor, CCSF sought to replace their existing CAD and Mobile technologies with a solution that would address current and future needs of an extremely diverse group of public safety stakeholders. While the system supported many processes, it lacked features that could facilitate operations and prevent unintentional actions. Contributing to unconventional business processes was system underutilization by users in the departments.
DELTAWRX Solutions
DELTAWRX involved end-users and stakeholders in an in-depth assessment of the current environment. We documented and analyzed business processes to identify business needs for the technology procurement, as well as opportunities for more efficient workflows. The business needs were a basis for detailed functional specifications, including interfaces.
DELTAWRX has worked closely with DEM to procure new CAD/Mobile applications and provide guidance on the procurement of ancillary equipment and applications that will further improve operational efficiency. We are currently providing project oversight and assistance with change management as the DEM implements the new system.
Benefit to Client
The involvement of end-users has created a cooperative partnership between DEM and the other public safety departments in the City and County of San Francisco. As DEM moves through the CAD/Mobile implementation, it is relying on the current environment assessment, business process analysis and detailed contract documentation to ensure that DEM and each department are configuring and using the software to maximize operational efficiency.