It is crucial that dispatch solutions empower their users with access to the latest communication technologies and technology integrations; anything less could leave critical communication channels vulnerable and inefficient. Many industries utilize dispatch console systems to operate their day-to-day operations, such as police, fire, EMS, utilities, aviation, rail, and many more. Some of these public safety and mission-critical organizations may still be utilizing console systems that are 10-15 years old since their initial installation. While these console systems may still be functioning as needed for the operation at hand, they may be unable to integrate with new communication technology, and possibly not prepared for new cyber security threats that have arisen during that time. Compounding this, 9-1-1 dispatch centers are experiencing critical staffing shortages and global pressures that are leading to geo-political instability. Now more than ever, organizations are looking to consider their current and future challenges and solve them with reliable and evergreen systems.

In this article, we will give an overview of the history of dispatching solutions, including where they have been, where they are now, and where they are going. We will review some of the advanced features and integrations that make modern dispatch console systems a powerhouse that keeps your communication lines operational and secure.

Contents

• The Evolution of Dispatch Consoles

• Emerging Technologies in Dispatch Consoles

• Improving Response Times and Accuracy

• Ensuring Security and Reliability

• Conclusion

The Evolution of Dispatch Consoles

Brief Historical Overview

Early Beginnings: Call Switchboards used during the advent of telephony can easily be seen as the great-grandfather of the modern dispatch console system. They were used to connect telephone calls to the correct recipient within an organization.

Mid-20th Century Developments: With the development of radio technology in the 1930s and 1940s, what started as basic call switchboards evolved to incorporate two-way radio communications, significantly improving the speed and efficiency of their missions.

Analog to Digital Transition: From the late 1980s into the early 2000s the dispatch industry saw a major transition from mostly analog to digital Internet Protocol (IP) based systems, which provided clearer communication, better data handling, the ability to integrate computer-aided dispatch (CAD) systems, and less need for proprietary equipment.

Current State

Integration with Mobile and GPS Technologies: Modern dispatch consoles can be integrated with various mobile and GPS technologies, enabling precise location tracking and real-time updates from field units. This can include live video feeds of worn bodycams, tracking work vehicles, or keeping track of other important assets.

Unified Communication Platforms: Current systems feature unified communication platforms that combine voice, video, and data communications, ensuring seamless coordination across various disparate communication channels at a single point of contact.

Enhanced User Interfaces: User interfaces have become more intuitive and user-friendly, designed to reduce dispatcher workload and improve efficiency through customizable dashboards and What You See Is What You Get (WYSIWYG) dispatch screen editors.

Data-Driven Decision-Making: With the integration of data analytics, current dispatch consoles can provide predictive insights that support data-driven decision-making processes. An example of this data could be location-based crime data, logistic bottlenecks, or tracking of mechanical breakdowns for preventitive maintence.

Focus on Cybersecurity: As the reliance on digital systems grows and agencies continue to utilize cloud-hosted services, there will continue to be an increased focus on cybersecurity measures to protect sensitive data and ensure the reliability of dispatch operations.

Emerging Technologies in Dispatch Consoles

Artificial Intelligence (AI): The emergence of Artificial Intelligence tools such as ChatGPT, Dall-E, and Google Cloud AI has showcased significant capabilities in aspects of prompt generation, image recognition and coding. In the not so distant future, AI tools will be used to empower dispatchers by decreasing response time and handling redundant tasks, allowing the dispatcher to have better control over the ongoing situation. AI image recognition may be used in conjunction with Next Generation 9-1-1 to process sent images and accurately describe the scene. There are many ways AI will enhance dispatch communications as it continues to become more capable and integrated into other surrounding control room systems.

Augmented Reality (AR): Augmented Reality can project real-time data, such as maps, video feeds, or entire dispatch console screens into the dispatcher’s field of vision. For example, during a large-scale emergency, AR can display the locations of all emergency responders, their statuses, and the areas they cover. This immediate visual representation helps dispatchers make informed decisions quickly, ensuring a coordinated response. AR can also provide a powerful tool for training dispatch console users without real-world responsibility. It can simulate emergency scenarios where trainees can practice their response strategies, manage virtual emergencies, and learn to handle stress in a controlled environment.

Cloud Dispatch: Cloud-based dispatch systems offer significant advantages for modern organizations, providing unparalleled flexibility and scalability. These systems allow dispatch operations to scale resources dynamically based on demand, ensuring optimal performance without the need for substantial capital expenditure on physical infrastructure. The cloud-based approach also facilitates remote access, enabling dispatchers to operate from any location with an internet connection, which enhances continuity and disaster recovery capabilities.

Additionally, cloud-based dispatch systems can lead to substantial cost savings by reducing the need for on-site hardware and ongoing maintenance. The cloud service provider manages security and updates, ensuring that the system is always up-to-date with the latest protections and features. This model supports a more agile and resilient dispatch operation, making it ideal for organizations looking to modernize their communication infrastructure while maintaining high levels of reliability and efficiency.

• Learn more: Enlite™ Cloud Ready Dispatch

Improving Response Times and Accuracy

Real-Time Mapping and Tracking: With the ability to integrate GIS mapping and location device tracking, Dispatch consoles allow their users to get real-time information for both field personel and equipment. This can allow the dispatcher to make educated quick decisions on which units are closest to an ongoing emergency situation or field call. Additionally, real-time mapping enhances safety and accountability. For instance, dispatchers can monitor the real-time location of field personnel to ensure they are out of harm’s way and provide immediate assistance if needed. This technology also enables comprehensive record-keeping and reporting, offering valuable data for analyzing response times, efficiency, and areas for improvement.

Predictive Analytics: With the wealth of possible data integrations, dispatchers utilizing modern dispatching solutions can use historical data to predict and prepare for future incidents or equipment breakdowns. Predictive analytics has applications in many industries already utilizing dispatch systems such as police, fire, utilities, manufacturing, and rail. Dispatch consoles that integrate with your existing statistic and analytic resources will provide more accurate response paths to address the current situation.

Ensuring Security and Reliability

Cybersecurity Measures: With the emergence of cloud-ready dispatch solutions, monitoring and detecting potential cybersecurity threats requires less equipment and resources than would have been utilized with legacy console systems. This is possible with automated vulnerability scanners that detect any known vulnerabilities in componentry connected to the system. If sourcing a replacement for your current console systems, it is important to look for manufacturers that adhere to the latest National Institute of Standards (NIST) Cyber Security Framework that outlines how to assess and measure information systems, especially for mission-critical and public safety comm centers.

Deployment Flexibility: Organizations have several options for deploying their dispatch system to best meet their operational needs: cloud-based, on-premises, or a hybrid approach. A cloud-based deployment leverages the scalability and flexibility of cloud resources, allowing organizations to dynamically adjust their resource usage without significant upfront investment in hardware. This model also supports remote access, enabling staff to work from anywhere with an internet connection, and provides disaster recovery capabilities since data can be stored off-site. Security updates and system maintenance are managed in the cloud, ensuring the system remains monitored and secure.

On-premises deployments offer organizations complete control over their hardware and software, allowing for extensive customization to meet specific operational requirements. This model is often preferred by organizations with stringent data privacy and security needs, as it keeps all data within the organization’s physical premises. A hybrid deployment combines the best of both worlds, utilizing both cloud and on-premises resources to balance flexibility, cost, and control.

• Learn more: InterTalk Cyber Security Framework

Conclusion

The evolution and modernization of dispatch console systems represent a transformative shift in how mission-critical communications are managed and delivered. From the early 20th century’s basic switchboards to today’s sophisticated platforms utilizing cloud technologies, and the increased use of AI and AR tools, these systems have continually adapted to meet the demands of dynamic operational environments over time. Agencies preparing for their current and future needs will gravitate toward incorporating more data integrations and services that help to increase the overall efficiency of their operations.

Ultimately, the goal of dispatch operations remains the same: To provide reliable, efficient, and secure communication solutions that empower its users and enhance the overall effectiveness of critical information.

Is your organization experiencing challenges due to an aging dispatch console system?

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