New 911 Communication Center

About the Program

Category: Information Technology (Best in Category)

Year: 2013

The Baltimore County Office of Information Technology (OIT) launched an initiative to improve its 911 Communications capabilities. After conducting a needs analysis, plans for design, construction, and implementation were developed. The new 911 Communication Center boast’s state-of-the-art digital communications systems, upgraded supporting infrastructure, and creation of an ergonomically designed work environment. This project is reflective of Baltimore County’s commitment to provide model programs for other counties to follow. Ours is the first Maryland County to employ a total Voice over Internet Protocol (VOIP) solution for its 911 Communications Center. The upgrade to digital technology expanded coverage, improved communication quality, improved situational awareness by first responders, and provides interoperability with other regions throughout the State. Complementing these technological advances were upgrades in building infrastructure to improve system reliability during adverse events such as power outages, as well as environmental lighting and air quality. Work stations and furnishings for staff operators and dispatchers were redesigned with a focus toward improving their health, safety, comfort and productivity. The Baltimore County 911 Communications Center Improvement Project met its objectives to improve operational effectiveness and efficiency, resulting in optimal service delivery to our citizens in need.