Case Study: University of California, Berkeley achieves faster, more accurate 9-1-1 response with Spok pc/psap

University Of California Berkeley - Customer Case Study

The University of California, Berkeley Police Department — which serves more than 50,000 students, faculty, and staff and operates its own 9-1-1 public safety answering point with 70 full‑time officers — needed to replace an aging, Y2K-era call handling system that was outdated, maxed out, and unable to support enhanced 9-1-1 features. Key requirements included reliable mapping and locator information for cell phones, NENA Phase II compliance, integration with future technologies (VoIP, texting, images), and tools to improve dispatcher efficiency and situational awareness across a complex campus environment.

Working with Altura and Spok, UC Berkeley installed Spok pc/psap integrated with its Avaya PBX, enabling precise ALI-based mapping, customizable location descriptions, and one-click call transfers. The system now delivers caller location for 16,260 campus Centrex lines, 3,664 dorm lines, 481 emergency phones, and 231 main lines, streamlines cell‑phone 9‑1‑1 routing, improves staffing and patrol decisions through call analytics, and provides a scalable platform to support future communications needs.

University of California Berkeley

Jeanine Edwards

UC Berkeley Communications Center Supervisor