Success Through Technology

Combining quality people with modern technology has helped the Mesa Public Safety Communications Division maintain consistently high levels of service. Although Communications handles almost 1.4 million phone calls and dispatches over 400,000 calls for service a year, through technology, our members  have been able to provide quality service.

CAD  - Computer Aided Dispatch

Mesa Public Safety Communications utilizes a sophisticated Computer Aided Dispatch (CAD) system.  The CAD system combines mobile computing, mapping and dispatching in a format that enhances the ability of emergency responders to arrive quickly on scene.  This new generation of CAD also allows dispatchers to "see" police and fire units in the field.  The field units are plotted on a detailed map and move as their locations are updated through global positioning technology.  On an emergency call the dispatcher may ask the computer to recommend a unit for the call.  The computer generates the likely candidates, based on their ability to navigate faster than other units to be dispatched.  Another benefit on this CAD system allows dispatchers to quickly identify the real location of a field unit that is in trouble.  Field units are equipped with the same map and ability to "see" other units. 

Automated Call Distribution System

This computer based system distributes incoming emergency and non-emergency phone calls by priority and availability of operators. Emergency calls through 9-1-1 have the highest priority, followed by calls received on the non-emergency lines.  When an operator becomes available, the longest waiting call is presented to them first. All 9-1-1 calls are distributed first, followed by non-emergency calls (480-644-2211). When volume increases, operators are able to place citizens in a hold queue, where they resurface after incoming emergency calls are managed.  (The photo to the right shows a 9-1-1 Operator's computing environment. On the left is the CAD call entry computer. On the right is the Vesta computer-telephony system.

800 mHz Radio System

The City of Mesa has transitioned to an 800 MHz digital trunking radio system.  The Project 25 radio system is utilized by dispatchers to send the appropriate police and fire units to citizens in need.