Will County finds problems with new 911 system (more)
June 21 12:34:09, 2025
From recent coverage in the Chicago Tribune:
Despite some progress, public safety officials in Will County admit they're still facing significant challenges with their revamped 911 system. Dan Gewargis, an area sales manager for Motorola Solutions, addressed the Emergency Telephone System Board last week, noting that most of the issues with the new PremiereOne software have been resolved, though constant monitoring is ongoing.
Gewargis highlighted improvements over the past few weeks: Between February 19 and February 25, there were 8,713 calls from the county's dispatch centers, with only eight reported hiccups tied to the "Top 10" problem areas. Additionally, there were 1,099 login attempts, with three noted glitches, while 4,938 mobile terminal log-in attempts resulted in just nine reported issues.
However, Mike Shay, a board member and chair of the technology committee, contested these claims. He expressed skepticism, citing numerous calls and emails from people reporting far more problems during that timeframe. The ETSB had previously given Motorola until February 19 to resolve ten critical issues, including crashes, freezes, and user lockouts. The company now has until March 19 to tackle the remaining concerns.
Sluggish performance remains a persistent issue, noted ETSB member Brad Veerman from the Lincolnway 911 Communications Center. Even after logging in, the program often takes anywhere from 5 to 20 minutes to fully load, causing delays in emergency response times.
Gewargis admitted that the system’s 1,000 mobile units, of which roughly two-thirds have been updated, continue to present challenges. However, he stated that once upgraded, the devices tend to operate more smoothly.
Mokena Fire Chief Howard Stephens voiced frustration over ongoing connectivity problems since Motorola Solutions launched the PremierOne Computer Aided Dispatch (CAD) system on November 7. Despite investing in new laptops that met or exceeded the software's minimum requirements, his department experiences daily disruptions in connecting to the system. Technicians from both Motorola and Verizon have attempted to fix the issue but have been unable to pinpoint the root cause.
Gewargis proposed testing different laptop models as a potential solution. New Lenox Fire Chief Steve Engledow echoed similar frustrations, describing the system as inconsistent and unreliable.
In contrast, Peotone Police Chief Bill Mort reported no issues, stating, "Things are working fine from my perspective."
Julie Ponce-Doyle, ETSB chairperson and wife of a Motorola employee, began the meeting by dismissing rumors suggesting she personally profited from the contract awarded to Motorola Solutions. She clarified that when the initial contract was signed, the company was under different ownership, and she was merely one vote among many on the board at the time.
As the debate continues, the future of Will County's 911 system remains uncertain.
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