I live just outside Houston and every couple of weeks we hear yet again about the problems with the Houston area 911 emergency call center. I did a quick search and found this article. With the seemingly huge target painted on Reliant Stadium and the Port of Houston ... especially for February 2 ... I thought I might throw this into the mix. I guarantee it will make your hair stand on end.
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Nov. 29, 2003, 2:41PM
911 Call Center Fails Again
Officials unsure what caused computer software crash
By KRISTEN MACK
Copyright 2003 Houston Chronicle
As waves of shoppers flowed toward area malls early Friday, the computer system at the new Houston Emergency Center was swamped by waves of a different kind.
Calls backed up, and the resulting "information bottleneck" caused the second system failure in as many months at the center, although the new director, Sharon Counterman, said it had nothing to do with the traditional start of the Christmas shopping season.
Call takers had to write down information and relay it to police officers and firefighters via radio for almost four hours after the system failed at 8:28 a.m.
While public safety officials said no emergency calls were lost and no one was endangered by the computer crash, critics noted that this was another in a long list of problems since the center opened in September.
"It seems like there is a lack of communication, cooperation and coordination over there," said Johnnie McFarland, vice president of the Houston Police Patrolmen's Union.
"They need a change in management. They haven't addressed technical, operational or personnel issues."
Officials said they were not sure why the computer software failed but should have more answers by Monday. The system was put back into service at 12:23 p.m., and no more problems had been reported as of late Friday.
Counterman, who became the center's first director this month after overseeing communications in the Las Vegas Police Department, said she still has faith in the system. "We never lost any 911 calls," she said. "It was not as efficient, but it was still functional and the public got the service they need and want."
The emergency center was designed to put the city's 911, police, fire and emergency medical services dispatchers under one roof and improve response. But technical problems continue to cause delays, union officials say.
If the system crashes on the busiest shopping day of the year, McFarland said, he questions whether it can withstand the demands of the upcoming Super Bowl in February.
"I can't believe they are going to bring visitors from all over the place and our system isn't ready," he said. "We are the fourth-largest city in the country, and they designed a system to handle Mayberry."
Counterman said she can't guarantee that the system will never fail again, but she added, "I can guarantee that citizens will continue to be served."
I sure am glad you posted RMWife! Hope you do more!