Excerpts from the Chicago Tribune:
Although Will County has seen some improvement in its 911 system upgrade, officials say the work is far from complete. During a recent meeting of the Emergency Telephone System Board (ETSB), Motorola Solutions, the company responsible for the new PremiereOne software, reported that most issues have been resolved, but challenges still remain.
Dan Gewargis, area sales manager for Motorola Solutions, told board members on Thursday that the company has addressed nearly all of the problems with the new system and continues to monitor performance. He highlighted that between February 19 and February 25 — the deadline for fixing key issues — there were 8,713 calls handled by dispatch centers, with only eight reports of problems related to the “Top 10†issues. In the same period, there were 1,099 log-ins, three reported issues, and nine problems out of 4,938 attempts to access mobile terminals.
However, Mike Shay, a member of the ETSB and chair of its technology committee, disagreed with Gewargis’ assessment. “I’m hard-pressed to believe that,†Shay said, adding that he had received numerous calls and emails about more serious problems during that time.
The ETSB had set a February 19 deadline for Motorola to resolve 10 major issues, including system crashes, freezes, and user lockouts. The company now has until March 19 to address the remaining concerns.
Despite the progress, some ETSB members still report significant issues. Brad Veerman, a member from the Lincolnway 911 Communications Center, noted that the system remains slow. Once logged in, it can take between five to 20 minutes before the program becomes fully functional.
Gewargis acknowledged that problems persist with the 1,000 mobile units, about two-thirds of which have been upgraded. He added that once upgraded, the units perform better.
Mokena Fire Chief Howard Stephens shared his frustrations, stating that since the PremierOne CAD system was launched on November 7, his department has faced ongoing connectivity issues — even after purchasing new laptops that met or exceeded the system’s requirements. “We haven’t enjoyed the CAD system since that day,†he said, explaining that the fire department often loses connection throughout the day. Despite multiple visits from Motorola and Verizon technicians, the issue remains unresolved.
Gewargis suggested trying different laptops, but the problem persists for many departments.
New Lenox Fire Chief Steve Engledow also reported similar issues. “It’s hit or miss. It’s very unreliable,†he said.
On the other hand, Peotone Police Chief Bill Mort had no complaints, stating, “Things are working fine from my perspective.â€
ETSB chairman Julie Ponce-Doyle addressed rumors about her personal involvement in the contract with Motorola Solutions. She denied any conflict of interest, clarifying that when the ETSB first purchased the system, it was owned by a different company, and she was just one vote on the board at the time. She emphasized that her husband works for Motorola, but she has not benefited personally from the contract.
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