Excerpts from the ChicagoTribune.com:
After months of dealing with frequent system crashes and technical issues, New Lenox Fire Chief Steve Engledow is now pushing for the Will County 911 board to abandon the newly upgraded 911 system from Motorola Solutions.
The Premier One system, which was launched on November 6th, has been plagued by problems since day one. Dispatchers and first responders have reported that the software often crashes or freezes unexpectedly, the map screen goes blank, and directions are sometimes inaccurate. This has led to serious communication delays between dispatch centers and field units, making it harder for emergency personnel to do their jobs effectively.
According to Engledow and other local officials who attended a special meeting on January 29th, the system has also provided incorrect information about which agency is responding, and in some cases, sent the wrong personnel or equipment to the scene. This has raised serious concerns about public safety and the reliability of the system.
Deputy Sheriff Robert Contro described the situation as an "IT nightmare," noting that the sheriff’s department's 175 laptops have been unreliable, leaving officers unable to perform basic tasks like writing traffic tickets. Mokena Police Chief Steve Vaccaro echoed these frustrations, saying, “We’re very frustrated. People on the street can’t do their job. Lives are at stake.â€
Although no injuries have been reported yet, Steve Rauter, director of Wescom, one of the busiest dispatch centers in the county, warned that the potential for harm is real. He added that the system failures could lead to life-threatening situations if not resolved quickly.
Channahon Police Chief Jeff Wold shared a specific example of how dangerous the system’s failures can be. During a domestic violence call, his officers were unable to receive critical information from dispatchers because the system froze for 10 minutes. The suspect was hiding in a house with a knife, and the delay put officers at risk.
The meeting, which lasted over two and a half hours, was filled with strong emotions as emergency workers voiced their concerns directly to representatives from Motorola Solutions. In response, the company issued a statement saying, “Motorola Solutions developed a dispatch software solution tailored to meet Will County’s needs and is committed to resolving the issues with priority resources and expertise to meet or exceed the county’s expectations for reliability and service.â€
The ETSB had started looking for a new 911 system four years ago and decided to upgrade rather than replace the old system. They awarded a $2 million contract to Motorola, but the project became more complex than expected and took two years to complete. As a result, the board is withholding $900,000 of the total payment until all issues are fixed.
Steve Figved, the ETSB’s chief administrator, said that Motorola is working under an aggressive schedule set by the board. “They have guaranteed this will be fixed,†he said. “I really believe they will meet that deadline.â€
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