Public Safety Managed Services Program

Project Description

SDI has a team of 27 staff members deployed across a City’s Public Safety Headquarters and its 911 Center. The team hosts the operational and data tracking systems along with the network that they run on. SDI has dedicated personnel at each site working with the City for 24/7/365 support. Responsibilities for the dedicated LAN and WAN teams for IT operations range from help-desk support to crisis-response support. The team supports servers that run continuously to facilitate day-to-day operations, such as squad-car video, body-worn cameras, Microsoft applications at districts locations, communications between firehouses, 911 call-center support, and maintenance/repair for all PCs and peripheral equipment for 911 calls.

Project Goals

The City wants a safer city for its residents and visitors. As part of this, the City needs day-to-day operational support and upgrades to new technologies, including an anticipated CPD desktop refresh for end-of-life computers.  With the onset of COVID-19, City leadership decided to split the 911 call center into smaller silos to mitigate the risk of an outbreak.

Services Delivered

SDI adapted to the pandemic and fluid circumstances, providing continuous support for the City’s 911, police, and fire department locations in a remote capacity.  SDI and the client created and executed an effective plan to swiftly accommodate their changing needs while continuing normal service. We minimized person-to-person contact by reducing from 27 staff on-site to 3-person rotations (3 on-site and 24 off-sites) while supporting 3 additional sites.

Services delivered but not limited to include:

  • Project Management
  • Integration and Professional Services
  • Subject Matter Expertise
  • Software Configuration
  • Training
Project Results To Date
  • Imaged and installed 250 computers in 3 weeks at 2 districts ahead of schedule during the pandemic
  • Assistance for building auxiliary 911 centers at the CPD Training Academy and 311 center within 2 days
  • Ongoing support for new auxiliary centers
  • Transition support and ongoing support for VPN and remote workers during the pandemic
  • Support for CPD, CFD, and OEMC during George Floyd riots that included 65,000 calls to 911 in 24 hours
  • Faster response
  • Interoperability

SDI has delivered cost-effective, innovative technology systems to organizations throughout the public and private sectors.

Learn more about how the SDI Team can advance your organization to a secure digital enterprise.

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