Ep 69: Emergency response with advanced dispatch with Guilford Metro 911

In this episode, we explore how Guilford Metro 911 is upgrading its' emergency response through Hexagon's advanced dispatch platform, featuring AI-enhanced collaboration and predictive analytics.

Joining us are Tammy Heaton, Vice President of Customer Success at Hexagon Safety, Infrastructure, and Geospatial Division, and Melanie Jones, Executive Director at Guilford Metro 911 and President of the National Emergency Number Association (NENA).

Together, we discuss:

• The current landscape of Guilford Metro 911, serving multiple agencies and handling over 728,000 calls annually.
• The challenges of operating a 1990s-era Computer-Aided Dispatch (CAD) system.
• The decision-making process behind selecting Hexagon’s browser-based, AI-enabled platform.
• How AI and modern technology are reshaping workflows, resource allocation, and situational awareness for dispatchers and first responders.
• Lessons learned from the ongoing implementation and key takeaways for others considering CAD upgrades.

Key Takeaways:

1. The Shift to Modern Technology: Guilford Metro’s transition to Hexagon’s AI-powered CAD platform marks a significant upgrade from its decades-old system, enabling better remote access, user-friendly interfaces, and powerful AI capabilities.
2. AI in Action: Hexagon’s platform leverages AI for predictive analysis, trend identification, and real-time decision support, allowing dispatchers to focus on critical tasks without being overwhelmed by redundant calls or data.
3. Collaborative Implementation: A diverse team of stakeholders, including dispatchers, IT specialists, and first responders, ensures the new system aligns with the agency's operational needs.
4. Future-Proofing Emergency Response: AI is already transforming non-emergency call management, freeing up resources for emergencies—a trend poised to grow in the coming years.

Resources & Links:

• Hexagon Public Safety: hxgnpublicsafety.com – Learn more about Hexagon’s OnCall Dispatch platform and other public safety solutions.
• Guilford Metro 911: Follow Guilford Metro 911 on LinkedIn.
• NENA (National Emergency Number Association): Stay updated with NENA initiatives on LinkedIn.

Follow Our Guests:

• Tammy Heaton – Vice President, Hexagon:LinkedIn
• Melanie Jones – Executive Director, Guilford Metro 911: Find Melanie on Facebook at Melanie Jones, RPL, EMP, CPE CMCP.

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