New technological advancements take hold so quickly these days, that we soon forget what we ever did without them. And that holds true whether it’s a technological innovation in cars, computers or in PSAPs.

There have been so many changes in the way PSAP technology works over the past few decades that it’s difficult to comprehend them all.

But that’s as it should be, because emergency dispatchers' quick responses are vital to managing emergency situations. If you factor in the continued interconnection of different centers and the growth in population around the United States, the dispatcher position takes on more importance than ever before, and it becomes more complicated. Technology plays a vital part in helping to improve the tools that they have at their disposal.

Not that these changes always go smoothly. If you consider the amount of equipment that might need to be added to a PSAP work space to keep it up to date, you might imagine a dispatcher being inundated with several different screens and keyboards, with bulky computer towers all around them.

Streamlining public safety software systems

One of the biggest developments in PSAP tech lately has been the creation of software systems that streamline this process, making workflow less complex and allowing a more efficient flow of information between different departments.

Software companies like Verint have made huge advancements over the last decade in PSAP technology, creating systems that organize and optimize 911 dispatch services, taking up less space and more importantly, making response times quicker.

Dispatcher feedback

Many of the new innovations in PSAP technology have originated with the dispatchers themselves, simply because they are the most likely to spot potential areas for improvements and relay that firsthand knowledge to their supervisors.

For example, dispatchers all over the country have given feedback about the durability of their equipment, noting that their consoles need to be able to work at high levels for extended periods of time.

They also want platforms that have been “future-proofed,” allowing new upgrades in call-receiving and Computer-Aided Dispatch (CAD) to be easily installed, and allowing for the combination of broad- and narrow-band capability. All of these innovations, once incorporated, will allow more flexibility in the way dispatchers are able to do their jobs.

Physical and technical improvements

But it’s not just changes in technology that have revolutionized the modern PSAP - it’s also the way the technology is presented.

There’s been a new focus on ergonomically designed workstations that are set up more sensibly and comfortably for the dispatcher. This more efficient design plan is far more modular than workstations have ever been before, and it provides support for a multimedia approach that older workstations simply couldn’t handle.

But perhaps more importantly, this approach eases the pressure on the dispatcher, making them feel less stressed even under extreme emergency conditions. This allows them to make decisions with more confidence.

Customizable  interfaces

The interface that a dispatcher encounters in their day-to-day work needs to not just work perfectly, but also maximize productivity.

These systems must incorporate flexibility into their designs, and be able to suit the current and anticipated future needs of the PSAP.

Customization is probably the fastest-evolving area of 911 dispatch technology, and that’s because customizable solutions these allow dispatchers to work with greater accuracy and efficiency.

On the frontlines of emergency services, nothing it more important than being able to accomplish a task quickly and correctly, and technology allows a dispatcher to do that. In this case, technology is absolutely about saving lives.

And that’s probably the most important thing to remember about the ever-evolving world of PSAP technology: It’s all being done to save the lives not just of victims of emergencies, but the lives of the police, firefighters and EMS workers in the field.

To learn more about PSAP technology, download our whitepaper on emergency communications training.