New computer-aided dispatch (CAD) system will enhance Turnpike handling of emergency situations

Robert L. Brown (left), Deputy Executive Director - Information Technology; Cathy Towers, Communications Field Technician

Late this spring, when travelers on the Pennsylvania Turnpike summon help from an emergency call box or dial *11, a new computer-aided dispatch (CAD) system will assist operators in the Turnpike’s Operation Center as they respond to the call.

The new state-of-the-art Genesis 2001 CAD system will replace the Operation Center’s current system, which is not "Year 2000" compatible. "The existing system has certainly been functional," explained Communications Field Technician Cathy Towers. "But our new system allows us to address the Year 2000 problem and upgrade by adding many new tools to assist our dispatchers in responding to emergency situations."

A windows-based system, Genesis 2001 gives dispatchers instant access to information with a click of the mouse. Chief among the new features on the system is a mapping program tied into the Turnpike’s new Geographic Information System (GIS). This will allow the dispatcher to view, on screen, a map of the incident scene showing the Turnpike and nearby local roadways.

"The radio operators will also have pop-up screens with such information as what volunteer fire departments, emergency medical services, and police units or vehicles are in the vicinity of an accident," Towers explained. "Then, with the click of a mouse, the responder is contacted and the operator can proceed with the dispatch."

Turnpike radio operators are already trained in emergency medical dispatching. They are able to "walk" callers through certain first aid procedures. The new CAD system will include scripts for operators to read when instructing callers in administering first aid.

There will also be a tie-in with the National Crime Information Center, so the system can perform drivers’ license and vehicle registration checks. It will be equipped as a telephone device for the deaf (TDD) to respond to calls from the hearing challenged. A Spectracom Net Clock will also ensure that all components are operating on synchronized time.

"This new system will shorten our response time and allow operators to dispatch in a more timely and reliable manner," Towers continued. "The back-up systems incorporated in Genesis 2001 also will tremendously minimize any down time due to servicing or equipment malfunction."

Genesis 2001 incorporates both a primary and back-up server into the system, ensuring the service will be highly reliable. The main server and ten computer terminals will be located at the Turnpike’s main Operations Center near Highspire. The Eastern Regional Office near Philadelphia will be home to the back-up server and will have three dispatching terminals. Thus, the Eastern Regional Office can function as a complete back-up facility to the main Operations Center if necessary.

Additional terminals with incident reporting, but not dispatching, capability will be placed at each of the Pennsylvania State Police Troop T barracks throughout the state. Another set of terminals will be placed in various Turnpike department offices for administrative purposes. "The system will serve not only a dispatching function, but also a record-keeping and administrative function," said Towers.

As a companion project to the new computer-aided dispatching system, the Turnpike is replacing its equipment that decodes the emergency call box system. When Genesis 2001 becomes operational in late spring, calls from the emergency call boxes will be fed directly into the CAD system. "The dispatcher will get an audio signal and an on-screen cue," said Towers. "From the time the call for emergency help is placed at a call box, thru the provision of emergency service, to generation of the incident report, all functions will be handled on the new system."

The Turnpike has budgeted $740,000 on the new computer-aided dispatching system. While Pennsylvania’s will be the first turnpike in the country to utilize the system, many of the state’s county control centers are in the process of installing the same system.

"We felt the Genesis 2001 met out needs at a reasonable cost," Towers continued. "There are more expensive systems on the market, but we didn’t feel they met our needs as well as this system does."

As part of the conversion from the current dispatching system to the new CAD system, radio operators and duty officers will be undergoing an intensive retraining program. In addition to being trained on the Turnpike’s new standard desktop system, the dispatchers will be trained by the equipment vendor to operate the new CAD system.

"The new system is very different from the one we use now," Towers concluded. "When Genesis 2001 goes on-line this spring, Turnpike travelers should know an excellent support system will be there to assist them if they have need for emergency service."