New World Responds To Everett Mayor

New World

A new emergency dispatch system is still having issues after years of planning.

On June 15th Everett Mayor Ray Stephanson sent a letter to Tyler Technologies, owner of New World Dispatch software expressing his concerns over their product and calling its performance unacceptable.

Today the City of Everett released Tyler’s response which came in the form of a letter dated June 23rd. In the letter the company outlines its plan to address issues with the New World system…

1. Based on the type of identified issues and the associated county priorities, Tyler will increase the resources assigned to Snohomish by June 30, 2016.

2. Current delivery plans will be re-evaluated based on Tyler resources as well as the county’s resource availability. Adjustments to the current delivery plan will be made in an iterative fashion with the first set of adjustments targeted for July 8th, 2016.

3. Continue to investigate and triage configuration and network items specific to the environment at SNOPAC and SNOCOM. Advise the county on resolution of network issues created by third-party interfaces and bandwidth limitations.

4. Provide additional user training and/or “best practice” sessions as necessary and requested.

5. Deliver upgrades, enhancements and fixes as we make them available as part of our maintenance and support commitment to you.

6. Make senior leadership available for issue escalation and other collaboration.

We have worked collaboratively with SNOPAC, SNOCOM and their member agencies for almost eight years, assisting both groups to meet the goal of a countywide integrated public safety software deployment. Because of our partnership with you and your colleagues, Snohomish County is a national leader in public safety and can be a leader in justice technology integration.

Here is the letter from Tyler in its entirety…

06 23 16 Tyler Ltr to Mayor Stephanson

Here is the Mayor’s statement provided today by the City of Everett in response to Tyler’s letter…

I appreciate Tyler Technologies’ timely response to my June 15 letter and their acknowledgment of the challenges we have experienced in Everett. I am pleased that they are allocating additional resources to address identified issues, implement fixes and support additional training as needed in order to ensure that Snohomish County has a dependable dispatch system. I look forward to meeting with their leadership in the coming month to learn more about how they plan to deliver on their commitment to our residents and emergency responders. will continue to follow the challenges as all work to get this New World dispatch system up and operating properly.

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