Program Manager Update

As we head into fall, we head into the home stretch of our Platform Modernization implementations. With 9 of the 11 PSAPs cutover to the new system, the team has gotten very proficient at the process! With so many PSAPs now on the system, the focus is shifting to day-to-day operations. Like any large technology project, there have been some reported issues, many of which are related to being one of the first to utilize the “native” Next-Generation 911 voice/data format. While many of the issues have been resolved quickly, a few others have lingered longer than we like. With that in mind, we have shifted our processes to ensure that the highest priority issues get the most attention. It has been a learning process for our office, the PSAPs, and Intrado. We are confident that the habits we are creating today will pay benefits throughout the life of the system.

The end of summer also marks the end of our busiest public education event season. The team has had a highly successful summer, reaching more of the public than ever, partnered with greater levels of participation and collaboration from our PSAP and county colleagues. The slower fall/winter season allows for reflection on what works, what doesn’t, and what needs a bit of improvement. As we plan for next year, the team will adjust as necessary, while also working to increase our presence in schools and traditionally underserved communities.  

Financial

When Tech isn’t Technical…

The Technical teams are staying very busy. This quarter, three PSAPs were cutover to the Platform and a major software revision was tested and implemented. Two PSAPs are still supported on the Legacy systems and are in the implementation phase for the Platform. Training and testing are constantly in progress. As more PSAPs migrate to the Platform, new operational processes must be worked out with Intrado. This all-inclusive support is a new model for them. The King County team has not had this level of visibility and engagement before. There are new maintenance routines, accelerated change management timelines, and new tools to navigate.

At the same time, the PSAPs are learning the nuances of the new environment. There will be challenges to work through. Learning to communicate, prioritize, and set expectations is fundamental to the system’s success. New processes are put in place and every existing process is evaluated and updated. This builds the relationship with Intrado and the PSAP community. It is an environment of continuous improvement.

Platform benefits:

Port of Seattle suffered a nationally reported ransomware attack on the Port operated network in late August. They are still dealing with the impacts of this event. King County worked with Intrado to quickly reconfigure another PSAP’s contingency resources to augment the communications available to the Port PSAP. This is the first example of resource sharing that has been made possible by the Platform.

Public Education & Outreach

Another successful event season has wrapped up! Heartfelt thanks are extended to everyone who supported the team in making this the best season yet. The team has participated in nearly 60 events so far, not to mention the multiple shifts worked at the Washington State Fair last month. The team is looking forward to the various seasonal events scheduled for the fall and winter. 

Recently, the Outreach team conducted an internal equity impact review to guide future planning, decision making, and execution of outreach methods and approaches.

The primary mission of the Program Office is to ensure equitable access to 911 services in King County. Achieving this requires identifying and addressing gaps that create inequities among different groups. 

The Outreach Team plays a crucial role in this process by pinpointing these gaps and implementing solutions.

Regular and comprehensive reviews of the team’s efforts are essential to better serve all communities in King County, particularly those that are underserved.

The team will spend the upcoming months further analyzing the results of the equity impact review and adjusting for 2025. Additionally, they aim to implement a data tracking system next year to gather more targeted data form community members, enhancing planning and decision-making processes.