Case Study: Greene County 911 halves dual-county response times and speeds dispatch with Tyler Technologies' New World Enterprise CAD

Greene County 911 - Customer Case Study

Greene County Emergency Services (population ~47,000) serves a roughly 700-square-mile, tourist-heavy area in upstate New York and dispatches for 11 police, 27 fire and 12 EMS departments. With 15 full-time dispatchers handling about 83,000 calls a year, the 911 center was using an end-of-life CAD system with no mobile or GIS capabilities, poor inter-county communication and a mostly one-way information flow between dispatchers and first responders.

In October 2018 Greene County implemented New World Enterprise CAD and added CAD-to-CAD interoperability with neighboring Ulster County in 2020. The upgrade delivered mobile access, two-way communications, real-time mapping of units, 5–10 fewer keystrokes per transmission, and secure information sharing off the radio—cutting dual-county response times in half and greatly improving situational awareness and collaboration.

Greene County 911

Randy Ormerod

Deputy Director of Emergency Services