Full Notification

The City of Santa Clara went live with a new, state-of-the-art computer-aided dispatch (CAD) system today.

The Police Department selected an integrated suite of public safety software from Hexagon Safety & Infrastructure for emergency call handling, officer dispatch and incident management. Replacing an outdated and unsupported dispatch system, the Hexagon solution will expand the Santa Clara Police Department’s incident response capabilities through map-based views for calls, events and units in the field. The agency’s police officers also have new capabilities with their in-car computers, including real-time call information, enhanced mapping and historical data for calls for service to improve efficiency, situational awareness and officer safety. This innovative technology allows Public Safety Dispatchers to deploy priority resources based on GPS data and available resources.

This $3 million upgrade was funded by the City of Santa Clara via a Capital Improvement Project. Police personnel spent the last two years researching project, developing and testing the system to ensure the quality, accuracy and availability of critical information and increasing performance and productivity. This collaborative effort has been a success thanks to Hexagon, DELTAWRX, AT&T, Panasonic, Silke, Motorola and the City of Santa Clara’s Information Technology and Fire Departments.

The second phase of this modernization project includes an integrated Records Management System which will improve the flow of information from call to report in one system. This system is expected to go live in Fall, 2019.

In 2017, the City of Santa Clara Communications Center fielded 167,821 phone calls. Of these, 76,319 resulted in police calls for service (53,865 Police calls for service; 22,454 police officer self-initiated activity) and 10,097 in fire calls for service.