Case Study: DuPage County achieves faster, unified 911 dispatch with Hexagon’s CAD solution

DuPage County, Illinois’ consolidated PSAPs use Hexagon technology to operate on a shared system to reduce transfers and create a smoother workflow for dispatching calls

DuPage County, Illinois, faced the challenge of consolidating its 18 separate public safety answering points (PSAPs) and their four different computer-aided dispatch (CAD) systems into just two centers. This complex process, which took over a decade, required creating a single, seamless system to handle 911 calls from initiation to court disposition efficiently. To meet these goals, the county selected vendor Hexagon for its CAD, records management system (RMS), analytics, and mobile solutions.

Hexagon implemented a fully integrated, countywide system that supports numerous concurrent users across the two PSAPs. The solution standardized workflows and provided live access to a shared queue of calls, allowing agencies to dispatch themselves based on priority. This resulted in dramatically faster response times; for instance, a structure fire was dispatched to police in 12 seconds and to fire units in 15 seconds. The measurable impact was getting help to residents faster and creating a more efficient workflow for all 62 served agencies.

DuPage County

Linda Zerwin

Executive Director