Excerpts from the ChicagoTribune.com:
After enduring frequent computer crashes and technical issues for three months, New Lenox Fire Chief Steve Engledow has finally had enough. He is now pushing the Will County 911 board to abandon the newly upgraded 911 system provided by Motorola Solutions.
Since the Premier One system was launched on November 6th, dispatchers and emergency personnel have reported a range of problems, including sudden system crashes, frozen screens, and unresponsive maps that fail to provide accurate directions. Dispatchers have also struggled with sending critical information to field units, which can be a matter of life and death in emergencies.
According to Engledow and other local officials who attended a special meeting of the Emergency Telephone System Board (ETSB) on January 29th, the system sometimes provides incorrect information about responding agencies or sends the wrong personnel or equipment to an incident. This has raised serious concerns about public safety and the effectiveness of the new technology.
Deputy Sheriff Robert Contro described the situation as an "IT nightmare" for the sheriff’s department, where 175 laptops were affected, leaving officers unable to perform basic tasks like issuing tickets. “We are very frustrated,†said Mokena Police Chief Steve Vaccaro. “People on the street can’t do their job. Police officers’ lives are at stake. Community safety is at risk.â€
Although no one has been harmed yet due to the system failures, the potential for harm is real. Steve Rauter, director of Wescom — one of the busiest dispatch centers in the county — warned that the system's instability could lead to dangerous consequences if not resolved soon.
Channahon Police Chief Jeff Wold shared a particularly alarming example: during a domestic violence call, his officers were unable to receive critical information from dispatchers because the system froze for 10 minutes. A suspect was hiding in a house with a knife, and the delay put officers in danger.
The meeting, which lasted over two and a half hours, saw emotions run high as emergency personnel voiced their frustrations directly to representatives from Motorola Solutions. The company responded with a statement saying, “Motorola Solutions developed a dispatch software solution tailored to meet Will County’s needs. We remain committed to working closely with our customer to resolve these issues using priority resources and expertise, ensuring we meet or exceed the county’s expectations for reliability and service.â€
The ETSB started looking for a new 911 system four years ago, aiming to upgrade its six dispatch centers rather than replace the old system entirely. 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 ETSB is withholding $900,000 of the total payment until all issues are fully resolved.
“Motorola is working on an aggressive timetable set by the board,†said Steve Figved, chief administrator of the ETSB. “They have guaranteed this will be fixed. … I really believe they will meet that deadline.â€
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