Excerpts from the Chicago Tribune:
Although Will County has seen some improvement in its 911 system upgrade, officials say the road to full functionality is still long. At a recent meeting of the Emergency Telephone System Board (ETSB), Motorola Solutions, the company responsible for the new PremiereOne software, reported that most of the key issues have been resolved. However, several board members expressed concerns about ongoing problems.
Dan Gewargis, Motorola’s area sales manager, told the ETSB that the company has addressed nearly all the issues with the new system and continues to monitor it closely. He cited data from February 19 to 25, during which there were 8,713 calls handled by dispatch centers, with only eight reports of problems related to the "Top 10" issues. Additionally, there were 1,099 log-ins and three reported problems, while 4,938 attempts to log on to mobile terminals resulted in nine issues.
Despite these numbers, Mike Shay, a member of the ETSB and chair of its technology committee, disputed Gewargis’ claims. “I can’t imagine that happening,†Shay said, adding that he had received numerous calls and emails about more significant issues than what was reported.
The ETSB had set a deadline of February 19 for Motorola to fix 10 major problems, including system crashes, freezes, and user lockouts. The company now has until March 19 to resolve any remaining issues.
Slowness remains a persistent problem, according to Brad Veerman, an ETSB member from the Lincolnway 911 Communications Center. He noted that after logging in, the program can take between 5 to 20 minutes before it becomes fully functional.
Gewargis acknowledged that challenges still exist with the system’s 1,000 mobile units, two-thirds of which have been upgraded. He said that once upgraded, the performance improves significantly.
Howard Stephens, chief of the Mokena Fire Department, reported ongoing connectivity issues since the PremierOne CAD system was launched on November 7, despite purchasing new laptops that met or exceeded the system's requirements. “We haven’t had a stable system since then,†he told the board, adding that his department frequently loses connection throughout the day. He mentioned that technicians from both Motorola and Verizon have visited but have been unable to resolve the issue.
Gewargis suggested trying different laptops as a potential solution.
Steve Engledow, chief of the New Lenox Fire Department, also voiced concerns about the system’s reliability. “It’s hit or miss. It’s very unstable,†he said.
In contrast, Bill Mort, chief of the Peotone Police Department, had no complaints, stating, “From my perspective, things are working fine.â€
Julie Ponce-Doyle, the ETSB chairman, addressed rumors about her personal involvement in the contract with Motorola Solutions. She denied any conflict of interest, noting that when the system was first purchased, it was owned by another company, and she was just one vote on the board at the time.
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