September 2018 Newsletter

September 2018

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.

Updating Your Agency’s PSAP Evacuation Plan


APrimary PSAPs (P/PSAPs) provide a life-critical service to the community and public safety personnel they serve. This high-level standard of care includes the need for redundancy for PSAP operations and mission critical systems. A key component of the redundancy plan is the ability for PSAP personnel to evacuate to a Secondary PSAP (S/PSAP) when required. For Primary PSAPs along the East Coast (Atlantic) and Southeast Coast (Gulf), preparation for the annual hurricane season is always a driving force to evaluate their ability to re-locate to a Secondary PSAP (S/PSAP) if needed. Of course, there are numerous reasons in addition to a hurricane that P/PSAP personnel may have to evacuate to a S/PSAP location including 1. Weather/natural disaster, 2. Fire/toxic fumes, 3. Infrastructure failure, 4. Equipment failure and 5. Domestic security/hazard to PSAP personnel. It is therefore critical that relevant personnel have a current and actionable plan to evacuate to a S/PSAP when needed.


As with any action plan, a PSAP Evacuation Plan should start with a thorough determination of the agency needs and objective analysis of their current ability to implement a PSAP Evacuation Plan.


Reasons for PSAP Evacuation

All PSAPs are unique in their capabilities and capacity to handle different problems. Some PSAPs are built to mission critical specifications and standards regarding building sustainability, electrical/generator back-up, and system redundancy. Typically, these PSAPs have the ability to maintain 24/7 operations when the external world is in chaos. On the other side of the spectrum, there are PSAPs that are at risk for a multitude of problems and do not have built-in redundancy capabilities. All PSAPs should have a current objective assessment of their evacuation plans including:

  1. An identification of the types of problems that could cause an evacuation as noted above
  2. A probability assessment of each type of problem (e.g. an objective risk analysis of the problem)
  3. Assessment of the PSAP building, infrastructure, electrical, networks, systems, etc. and the impact on the PSAP for each type of identified problem.


S/PSAP Objectives

What are the primary objectives for the S/PSAP? Do all services provided by the P/PSAP need to be offered by the S/PSAP or is the intent to use the S/PSAP for a temporary period of time while the P/PSAP is repaired? For example:

  1. 100% redundancy – The S/PSAP can provide the same level and quality of service as the P/PSAP. All P/PSAP systems and relevant interfaces are located at the S/PSAP. The S/PSAP can operate at 100% for an indefinite period of time
  2. Mission Critical Operations – Only specific mission critical systems such as 9-1-1, admin telephone, radio and CAD will be located at the S/PSAP. The S/PSAP will have limited capabilities and all operations will adjust accordingly.


S/PSAP Location

The requirements for a S/PSAP differ from jurisdiction to jurisdiction. Each jurisdiction should determine the requirements for S/PSAP. For example:

  1. Location of the S/PSAP – What is the geographical distance needed from the P/PSAP to the S/PSAP to ensure the S/PSAP will not be impacted by the problem that is causing the P/PSAP evacuation?
  2. Partnerships – Can the P/PSAP partner with other PSAPs to share their building, infrastructure and systems?


Type of S/PSAP – Hot/Warm/Cold

Does the jurisdiction need the ability to immediately transition to the S/PSAP with an extremely short notice; in which case the S/PSAP is kept “hot” with all systems running and personnel using the S/PSAP systems 24/7/365. Or, is a S/PSAP that is “cold” sufficient to the jurisdiction? In this case, many systems in the S/PSAP will need to be activated prior to a transition occurring.


Decision to Evacuate

Have formal policies, procedures and training curriculums been completed regarding the decision to evaluate to a S/PSAP?

  1. What are the factors that must be considered?
  2. Who has the authority to make the final decisions?
  3. What are the roles and responsibilities for all personnel once a decision has been made (e.g., PSAP, IT, 9-1-1, radio, CAD, operations, etc.)
  4. How long does it take for the evacuation to occur? How will the P/PSAP and public safety agencies operate during the interim period?


P/PSAP Evacuation Testing

As with all plans, it is imperative that they be fully tested to ensure there are no deficiencies with the plan.

  1. How often is the evacuation plan tested and updated?
  2. Who has responsibility to ensure all changes with any mission critical system includes the S/PSAP?


We encourage all jurisdictions to have an up-to-date, accurate and actionable PSAP Evacuation Plan that is customized to its PSAP. APCO, NENA, NFPA, IACP, IAFC and other public safety organizations have excellent information regarding PSAP standards and specifications. If you would like further assistance in developing a PSAP Evacuation Plan, please contact us via email at or via phone at 703.584.5350.


Winbourne Happenings


Winbourne Consulting has been selected by Irvine, CA to provide program management and subject matter expertise consulting services associated with the City’s replacement of its legacy computer-aided-dispatch (CAD), records management system (RMS), and mobile software systems.


Winbourne Consulting is assisting Virginia Beach and the Hampton Roads region in preparing for its migration from legacy, circuit-switched 9-1-1 with limited interoperability to a Next Generation 9-1-1 (NG9-1-1) regional system built on a standards-based Emergency Services IP [Internet Protocol] Network (ESInet) that will enable seamless interoperability across the region. In addition, we are assisting the city in modernizing its Customer Premise Equipment (CPE) and Customer Relationship Management (CRM) software.


Lisa Madden, Vice President of Vice President, NG911, FirstNet will be attending the iCERT Annual meeting on Oct 5th in Melbourne, FL. Winbourne Consulting will meeting fellow iCERT members on advancing emergency response technology across the US and the world.


Julie Heimkes, Winbourne Consulting LLC, was elected to the APCO International Editorial Committee for the 2018-2019 year. The Editorial Committee assists APCO and Naylor Association Solutions in producing the quarterly PCS magazine. Julie stated “I am excited to serve on this committee as the magazine is a critical part of keeping the APCO membership informed and educated on critical issues and topics.”


Julie was also elected for a second year to the APCO International Member & Chapter Services Committee which supports the membership by keeping chapters informed of membership initiatives and Association programs. During the recent conference in Las Vegas the committee hosted a New Attendee event that was a great way for new attendees to network and find out how to get the most out of the conference.


Zdravko Zdravkov, Southeast Asia Director, Winbourne Consulting, recently spoke at an Investment Forum in Ho Chi Minh City that was focused on the City’s implementation of a Smart City Strategy. Winbourne Consulting is leading Ho Chi Minh City’s efforts to develop an Integrated Emergency Communications Systems (IECS) which is at the core of their Smart City solution. His presentation covered the costs and benefits of having an IECS and its role in their Smart City initiative.


Public Safety News


APCO Launches APCO IntelliComm™ in an Ohio 9-1-1 Center

APCO International announced today that the Union Township Police Department has launched the first live installation of APCO IntelliComm™, a new configurable system designed to streamline the way emergency communications centers gather and process data in real-time from 9-1-1 calls while improving the guidance about the incident they provide to both the responder and the citizen in distress.



Industry Events


Since 1893, the IACP has been shaping the law enforcement profession. The IACP Annual Conference and Exposition has been the foundation, providing leaders with new strategies, techniques, and resources they need to successfully navigate the evolving policing environment.



Emerging Technology Forum | October 31-November 1, 2018 | Pittsburgh, PA.

This two-day event will bring together attendees and industry leaders to discuss technologies that are on the horizon and address the challenges of the ever-changing landscape of public safety communications. Anyone who wants to keep up-to-date on what is happening not just in their PSAP, but around the country and on Capitol Hill. Past attendees include telecommunicators, trainers, PSAP managers, vendors, representatives from the FCC and FirstNet, and other government officials.


ENVISION | Anaheim, California | September 20, 2018

Tampa, Florida | January 15, 2019

Intensive, one-day training focused on cybersecurity and Next Generation 9-1-1.



Learn, Collaborate, & Contribute! | Jan 21-24, 2019 | Embassy Suites LBV South | Orlando

Consider a world where 9-1-1 calls automatically reroute in the event of a PSAP failure or overload… where additional data associated with the call describes, in an instant, the source and type of the call… where dynamic queue analytics identify areas of high calling and sort likely duplicate calls to the bottom of the answering queue… where the ability exists to pass along video and audio from the scene to responders effortlessly… where a fully-redundant “system of systems” links PSAPs and all 9-1-1 calls are answered in a timely manner by a trained dispatcher—no matter what the condition or emergency... This is the world of Next Generation 9-1-1.


Articles of Interest


Text-to-911 Program Showing Early Benefits, Palm Beach County Says


In a Wellington, Fla., home in early August, a woman in her 20s locked herself in a bathroom with her cellphone.


She began sending text messages to a 911 dispatcher, saying her ex-boyfriend had threatened her and her family. Moments later, when her ex left the home, she ran to safety at a nearby store, where she called police.


It was the kind of scenario that public-safety officials envisioned when Palm Beach County launched its text-to-911 system in June.


"We consider the program to be a success so far," Dan Koenig, the county's 911 planning coordinator, said last week as the program approached its two-month mark.


To read the full article visit:


Better Identity and Access Management

Agencies are making strides in identity and access management. In fact, a May Office of Management and Budget report found that 93 percent of civilian users have enforced usage of personal identification verification cards. Yet this alone is not enough to keep an agency safe. Multifactor authentication is just one piece of the IAM puzzle, which should also take into account authentication, authorization, administration and auditing to ensure security without sacrificing usability.


Authentication is an important place to start. As agencies examine approaches, they should consider adaptive authentication, which can reduce the impact on workers, easing security fatigue and increasing the likelihood users follow appropriate protocols.


Read the full story at:


CentralSquare Technologies Merges 4 Companies to Provide Public-Safety Software

CentralSquare Technologies — formed by the merger of Superion, TriTech Software Systems and Zuercher Technologies — launched as a provider of public sector software. The completed merger brings together the three companies with the public sector and healthcare business of Aptean.

CentralSquare provides technology solutions that help more than 7,500 public sector agencies deliver vital safety and administrative services to three out of every four residents of the U.S. and Canada. CentralSquare’s mission is to innovate on behalf of the public sector to create the broadest and most agile software platform to help solve some of the most pressing issues facing local governments today.


Visit to read the complete article


Three State-Level Cases Are Primed To Mold The Future Of Mobile Privacy

How the Massachusetts Supreme Court rules on these cases is expected to set precedents for how law enforcement is permitted to use location data going forward nationwide.


Three judicial cases brought to the Massachusetts Supreme Court this month will influence the enforcement of mobile data privacy cases nationwide. Other states are expected to pay close attention to the rulings, which will help clarify the intersection between traditional expectations of privacy and the fast-moving world of mobile technology.


The three cases — Commonwealth v. Almonor, Commonwealth v. Johnson and Commonwealth v. Feliz — are scheduled just months after the U.S. Supreme Court issued a groundbreaking ruling in Carpenter v. United States, deciding that law enforcement officers must obtain a search warrant before obtaining past customer location information from cell phone companies.


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