November 2017 Newsletter

November 2017

Winbourne Consulting offers a full range of public safety services, including strategic planning, systems integration, specifications development, solution acquisition, and implementation project management and quality assurance.

Our Areas of Expertise encompass all segments of Public Safety, including:

  • PSAP Consolidation
  • NextGen/911 Strategic Planning and Implementation
  • Public Safety Communications and Telephony
  • Public Safety Applications and Systems Requirements and Implementation Support
  • Mission Critical Facilities Design and Fit-Out
  • 311 Call Centers and Implementation
  • PSAP Staffing and Operations Analysis

Our Clients include city, county, state, and federal agencies located throughout the United States and the world, as well as countries in Europe, the Middle East, Asia, the Caribbean, and South America.


We are interested in your thoughts on the newsletter topics. To share them with us, please visit our blog or follow us on Twitter.


For more information about our services and solutions, visit our website or follow us on LinkedIn.

Continuation Of Operations Planning/Disaster Recovery (COOP/DR) for 911 Operation Centers


We all know disaster can strike anytime and anywhere, often without warning. Unfortunately, many business organizations think only in terms of large, headline-generating natural disasters when formulating emergency plans. But many lesser events can become a disaster without proper business continuity and disaster recovery planning and response.


Technology systems are heavily relied on today to conduct day-to-day operations, including preparing for unseen emergencies. Disruption of services, regardless of the length of the outage, results in lost revenue, poor customer service, and in the case of 911 operations, lost lives. Simply recovering backup files is not helpful if there is no facility to work from or if you cannot stay in contact with your customer base, vendors or emergency personnel. Automated systems at times can be run in a diminished environment, but it is important that critical systems have back up plans and facilities when the primary location(s) are unavailable.


Continuation Of Operations Planning/Disaster Recovery (COOP/DR) for 911 Operation CentersThe need to have a robust continuity of operations (COOP) and disaster recovery (DR) plan are critical to serving the needs of the 911 service area. There are 6 phases involved in the development of this plan: 1) assessing the business impact and risk, 2) developing recovery strategies, 3) implementing the solution(s), 4) testing, 5) maintenance and 6) communicating the plans to all affected parties.


The 1st phase involves a gap analysis which determines the critical systems needed to operate on a limited basis or for a period of time depending on the severity of the incident. It is imperative that all department areas actively participate in this step and agree to the list of critical systems; during a disaster scenario all systems and functionality will not be available. The 2nd phase identifies various strategies that can be implemented to meet the critical system needs identified in phase 1. Examples include the necessary hardware, software (HW/SW), remote work sites, telecommuting, contracting with a third party vendor or creating reciprocal agreements with other 911 facilities not in the impacted area. In addition, this includes the development of associated triggers that will activate the plan as well as who is authorized to execute the plan and under what circumstances. The 3rd phase implements the proposed solution or solutions depending on the nature of the incident. This phase establishes the necessary H/W, S/W, alternative sites, telecommunications and people resources to meet the pre-defined level of service. The 4th phase involves testing the various implemented solutions and signing off on their viability. Test plans and extensive documentation are key elements in this phase. These plans should be posted in a secure area upon completion that is accessible only to authorized personnel. The 5th phase requires that the implemented solutions are fully maintained and updated as changes occur within the 911 servicing area. Examples include H/W, S/W, changes in personnel, expansion of geographical area serviced, etc. The 6th and final phase is communication which is a critical success factor in making the COOP/DR plan a living document where people, processes and technology are continually maintained and updated.


COOP - DR PlanPreparedness, attention to detail and participation of all parties in the development of the COOP/DR plan ensure continued 911 operations regardless of whether the primary site and systems are out of service. By implementing these phases, PSAPs can be assured that business continuity is maintained and backup systems are fully functional and ready to be engaged.


Winbourne Consulting has the experience and the Public Safety industry knowledge to help with all, or any of the steps required to acquire the best solution, and one that will meet your agency's needs now and well into the future.


Winbourne Happenings


Winbourne Consulting is working with the Jamaican Office of Utility Regulation (OUR).Winbourne Consulting is working with the Jamaican Office of Utility Regulation (OUR) to develop recommendations to providing enhanced emergency services in Jamaica. In addition to working closely with OUR, we will collaborate with the Jamaican Constabulary Service, Fire Brigade, Ministry of Science, Energy, and Technology, Office of Disaster Preparedness and Emergency Management, and other stakeholders to prepare options for a nationwide emergency response system, to include receiving and managing 911/112 calls.


The State of Connecticut’s Division of Statewide Emergency Telecommunications (DSET)The State of Connecticut's Division of Statewide Emergency Telecommunications (DSET), and the state's 107 primary Public Safety Answering Points (PSAPs) have recently completed the deployment of NG9-1-1 throughout the state. Winbourne Consulting assisted with implementation support. The system was successfully deployed as a fully interconnected system complete with statewide inter-agency call transfer capability, fault-tolerant routing and multi-tiered overflow provisions. The NG9-1-1 system is Internet Protocol based and utilizes the Connecticut Public Safety Data Network (PSDN) to deliver 911 calls from the mated Call Handling Host sites to the 107 PSAPs. The new system provides the infrastructure to allow "Text to 9-1-1", the ability to send images or video with a 9-1-1 call to a PSAP, and to call 9-1-1 directly via the Internet when telecommunication service providers make these features available to the public. Winbourne Consulting continues to be engaged in supporting this ongoing project.


Winbourne Consulting is pleased to announce a new Financial Analysis Service to Emergency Communication Centers (ECCs). This new offering has been designed to be utilized by all size centers - large metropolitan/urban ECCs, mid-sized and small centers. We focus on three (3) major areas: (1) Legislation - as it relates to 9-1-1 surcharges and 9-1-1 services charges; (2) Revenues - as it relates to 9-1-1 surcharge rates, collections and remittances; and (3) Expenses - as it relates to telecommunications and 9-1-1 service providers costs. Winbourne has worked with several ECCs in the development of this service and the resulting analysis has resulted in significant financial benefit for every ECC with whom we have worked. In every instance, we have led our clients to recognize an increase in their sustainable revenue, and a decrease in their ongoing expenses. For more information on this service, please contact Winbourne Consulting at

Industry Events


NG9-1-1 Standards & Best Practice Conference | Jan 15-18 Orlando




9-1-1 Goes to Washington | Feb 14-17 | Grand Hyatt

Articles of Interest


New APCO Standard Offers Best Practices for Vehicle Telematics 9-1-1 Calls

The Association of Public-Safety Communications Officials International received final approval from the American National Standards Institute for an American National Standard that identifies recommended best practices for public-safety answering points when processing vehicle telematics calls from telematics service providers.



American City and Country. Smarter Streetlights.Smarter Streetlights

Many municipalities in the U.S. are just discovering is that including new smart technology and communications capabilities with their LED upgrade is an even smarter proposition. For example, adding sensors, controls and communication technology to a streetlight vastly improves the utility of the streetlight. Smart technology can be included at the same time as the LED upgrade, or it can be added to LED streetlights already in place.



Urgent CommunicationsAT&T's Sambar Emphasizes Company's Commitment To Public Safety, Touts Disaster-Response Efforts

AT&T is committed to serving public-safety users that subscribe to FirstNet, which is illustrated by the carrier's enhancements of its network, personnel and disaster-recovery efforts that have been tested in recent months, according to Chris Sambar, AT&T senior vice president for FirstNet.



FCC Approves Privacy, Security Plan for 9-1-1 Indoor Location Database

The FCC approved the privacy and security plan for the National Emergency Address Database, submitted by national wireless carriers AT&T, Sprint, T-Mobile USA and Verizon, as well as NEAD LLC. NEAD, which is being developed to identify the dispatchable locations of wireless 9-1-1 callers when the caller is indoors, is a database that will enable wireless providers to use media access control address and Bluetooth public device addresses information of fixed indoor access points to locate wireless devices being used to call 9-1-1.