Case Study: DuPage County achieves consolidated, faster countywide 911 response by merging 18 PSAPs into 2 with Hexagon's Safety, Infrastructure & Geospatial Division

DuPage County - Customer Case Study

DuPage County, Illinois — home to nearly 1 million residents and handling about 600,000 911 calls annually — faced a decade-long effort to consolidate 18 PSAPs into two centers while unifying four different CAD systems and dozens of local workflows. To create a seamless, countywide dispatch environment and reduce transfers, DuPage County selected Hexagon's Safety, Infrastructure & Geospatial Division and deployed Hexagon’s CAD, RMS, analytics and mobile solutions across 62 police and fire agencies.

Hexagon's Safety, Infrastructure & Geospatial Division implemented a single integrated CAD/RMS/analytics/mobile system with standardized dispatch codes, a shared pending queue and interfaces to existing technologies, supporting 60 CAD, 975 mobile, 700 RMS and 350 field-reporting users and more than 50 integrations. The new system cut handoffs and sped response: events were created in seconds (examples include 13s to create an event and police/fire dispatch within 52s, and a later incident with a 9s ticket creation, 12s police on scene and 2m27s first-arrival), enabling agencies to self-dispatch from a live queue and markedly improving efficiency and response times.

DuPage County

Linda Zerwin

Executive Director