IT Governance Business Case
DECC Technology Solution Design
Durham Emergency Communications Center (DECC)
Background
The Durham Emergency Communications Center (DECC) exists to ensure uninterrupted, modern 911 services to Durham County. It dispatches 911 services, Police, and Fire as needed. Its dispatching service is powered by numerous interdependent IT systems, including CAD, GIS/mapping, radio consoles, call recording, workstations, scheduling/timekeeping, reporting & analytics, PSAP re-routing and a backup system.
The DECC is currently in the process of relocating its backup system and mapping out the entirety of its IT stack, which has grown organically over time as new technologies have emerged.
Current Business Problem
The DECC datacenter was originally designed only for CAD resiliency, not full systems resiliency. For example, in September 2024 the DECC experienced a rare power failure that disrupted operational capabilities for several days. This event highlighted the need to plan for a fully resilient and modernized 911 center with enhanced backup capabilities to ensure continuity of operations.
Although Computer Aided Dispatch (CAD) is resilient, there are other servers used in this environment that do not have backup servers in the case of equipment failure or power outage. Since many of these servers and computer systems are interconnected with other Public Safety systems (Fire, PD, EMS), there is a growing discomfort with the current lack of resiliency. Without having a full resilience strategy for all systems, DECC and our other Public Safety units remain vulnerable to lengthy downtimes in the case of future power outages, computer system failures, and natural disasters.
Pain Points
• Complex, fragmented system design
• High reliance on manual processes
• Lack of redundancy across all servers and key systems
• Lack of network resiliency
• Poor geographic distribution of infrastructure
• Risk of 911 operational interruption
• Negative downstream impact on connected public safety operations (Police, Fire, EMS, Radio, etc.)
Future State Benefits
• Modernized 911 system design
• Enhance processes with automation and AI-capabilities
• Full redundancy across all servers and key systems
• Fully resilient network connections
• Enhanced geographic distribution of infrastructure
• 100% operational uptime for 911
• Enhanced connectivity between all internal public safety systems
Strategic Alignment
Analysis and Recommended Solution
Solution Analysis
• No Native Solution. Insufficient in-house expertise – no experience designing entire 911 centers
• Consultant Needed. An Emergency Communications Consultancy will be engaged for specialized expertise.
• Holistic Scope. A holistic technology audit has never been performed, and will provide valuable perspective for 5-10 year software and hardware acquisition planning. The below quotes provide a cost basis for the artifacts required.
Artifacts
Resiliency & Redundancy Plan
Roadmap
Recommended Solution: Issue RFP for a public safety consultant
Description
Partner with an Emergency Communications consultant to design a holistic technology acquisition plan for developing full redundancy & resiliency, technology refresh, future acquisition and GIS optimization.
Pros
• Holistic evaluation for maximal impact
• Technical expertise on highly technical solution design
• Aligns with NG911 industry standards
• Identification of redundant systems
• Provides documentation required for future funding approvals
Cons
• N/A
TS Architecture Review
The recommended solution does not require an Architecture Review.
Cybersecurity Review
The recommended solution does not require a Cybersecurity Review.
Develop and Present FY27
Business Case
Solution Design Roadmap
Develop Solution Design
Procure and implement solutions
Post RFP for Solution Design Consultant
Develop and Present FY28 Business Case to fund implementation
Recommended Solution - Project Financial Estimate
Risk Identification
Mitigation Risk (Costs)
• N/A
Contingency Risk (Costs)
• N/A
Our ask
We are asking the IT Governance Steering Committee to approve and score the business case to partner with a consultant to develop a technology solution design for DECC. If approved, the business case will be scored, ranked and submitted to the City Manager for final approval.