CAD (Computer-Aided Dispatch) is the cornerstone technology in a PSAP, serving as the software platform that manages emergency calls from the public and coordinates the dispatch of the most appropriate resources. Essentially, CAD functions as the “operating system” of the PSAP, with the efficiency of emergency services largely depending on its performance and capabilities.
The availability of CAD in the cloud marks a significant leap forward, offering emergency services a dual advantage: maximizing the benefits of cutting-edge technological advancements while addressing the growing need for interoperability between different agencies, both domestically and with neighboring countries.
PSAPs have historically been hesitant to adopt cloud-based CAD as a replacement for on-premises systems. This caution stems from the need to carefully manage critical applications and services that handle sensitive data. However, it’s important to evaluate each critical aspect on its own merits, using objective criteria to make well-documented decisions. In fact, CAD in the cloud offers several significant benefits that would require substantial financial and organizational investment to replicate with on-premises solutions:
Resilience and scalability. An on-premises installation demands substantial physical, logical, and organizational resources, including data centers, software platforms, and disaster recovery procedures. In contrast, cloud-based CAD utilizes redundant resources across multiple geographic locations, effectively eliminating the risk of total downtime. Additionally, the cloud enables on-demand scalability to handle sudden surges, such as during major emergencies.
Maintenance. Cloud providers handle ongoing maintenance tasks, including operating system and core software updates, backups, and more. This means that operational activities no longer disrupt service, as they are managed by the provider rather than the PSAP’s IT department.
Data security. One common vulnerability is outdated software. Cloud providers address this issue proactively with continuous and comprehensive update processes, reducing the risk of security breaches.
GDPR and compliance. European cloud providers are legally required to adhere to the General Data Protection Regulation (GDPR). They implement robust measures to safeguard users' personal data, ensuring its security and confidentiality.
Integrated AI services. Cloud platforms like Microsoft Azure provide advanced artificial intelligence services that are seamlessly integrated into CAD systems. These AI tools can analyze large volumes of data in real time, enhancing incident prediction, resource allocation, and call management. By automating complex processes, AI significantly improves the effectiveness and efficiency of rescue operations. Integrating AI into cloud-based CAD enables PSAPs to achieve more responsive and informed emergency management, thereby increasing the speed and accuracy of operational decisions.
Using cloud-based CAD provides significant advantages for operational management and enhances the efficiency of rescue missions. It enables organizations to optimize mission management by facilitating the sharing of information and resources among various response agencies.
Deploying cloud-based CAD offers significant advantages due to its multi-tenancy architecture. Consider a major traffic accident involving multiple emergency services, each operating from their own control center. Traditionally, the exchange of information between these centers is sequential, which can slow down the process and reduce efficiency.
Cloud-based CAD with multi-tenancy architecture addresses this issue by optimizing communication between PSAPs. For example, platforms like Life 1st implement this architecture in the cloud. This setup involves a single CAD infrastructure where different centers use the same application functions and share real-time information. Data from the field is shared immediately, eliminating the need for subsequent communication. Moreover, the multi-tenancy architecture ensures that each center’s data remains confidential and secure, thanks to predefined rules and configuration parameters. In summary, integrating cloud-based CAD with a multi-tenancy architecture significantly improves emergency management, making operations faster, more efficient, and safer.
The technological frontiers of emergency services are continuously advancing. Innovations such as NG112 (Next Generation 112) provide capabilities and information previously unavailable to organizations. To fully leverage these advancements, CAD systems must be equipped with robust infrastructure, including sufficient processing capacity, scalability, and effective information-sharing capabilities. Cloud-based CAD and multi-tenancy architecture are key to achieving these goals. They offer a dual advantage for PSAPs: first, they provide access to virtually unlimited processing resources, ensuring service continuity and data security; second, they facilitate effective collaboration among agencies, improving service delivery and enhancing citizen protection during emergencies.