FirstNet’s Johnson envisions new future role for PSAPs as ‘first part of the investigation’

Complicating matters further is the fact that PSAPs soon will have to wrestle with telematics data from companies like OnStar or automated information from alarm companies, video and images from multiple public and private sources, and voice talk groups that no longer are limited to a few public-safety subscribers on a closed LMR network, Johnson said.

In recent years, there have been many high-level discussions about the operational impact that this flurry of new information could have on PSAPs, with many expressing concern that call-takers and dispatchers could be overwhelmed if systems are not structured properly. Proposed solutions have varied widely, with some calling for physical PSAP consolidation to allow for more specialization to handle various forms of media, while others believe virtual sharing can accomplish the same goals without as much capital expenditure.

Johnson did not express support for any particular approach, but he said it is time for PSAP architectures to be updated in a manner that lets public safety take advantage of the latest information afforded by technology while ensuring practical workflow within PSAPs.

“I don't know who is to take it on, but I hope that someone from APCO or this group starts to vision that,” Johnson said. “I'm afraid technology is going to get here before we have contemplated it.”

PSAC Chairman Harlin McEwen said he believes that Johnson’s observations have merit and acknowledged that there are no easy answers.

“It’s going to be difficult,” McEwen said. “The reason it is going to be difficult is because we are not used to PSAPs making command decisions. We are used to them sending it to the appropriate command staff, and [members of the command staff] make the decision. These are going to be changes.”