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In recent months, the frustrations surrounding the newly implemented 911 system in Will County, managed by Motorola Solutions, have reached a boiling point. New Lenox Fire Chief Steve Engledow has publicly expressed his dissatisfaction after enduring numerous computer crashes and malfunctions over the past three months. He's now urging the Will County 911 board to abandon the current Premiere One system, which has been causing widespread issues since its launch on November 6th.
Dispatchers and first responders alike have been dealing with frequent system freezes, blank maps, and incorrect data being sent to mobile units. These technical glitches have made it difficult for dispatchers to relay crucial information to field officers, creating significant challenges for law enforcement and firefighting teams. Deputy Sheriff Robert Contro highlighted during a recent meeting that the situation has become an IT nightmare, with officers even finding themselves unable to issue tickets due to laptop malfunctions.
At a special meeting held on January 29th, emotions ran high as various police and fire chiefs shared their experiences. Mokena Police Chief Steve Vaccaro emphasized the seriousness of the situation, stating, "People on the street can't do their job. Police officers' lives are at stake, and community safety is compromised." Channahon Police Chief Jeff Wold recounted an incident where officers were left uninformed about a dangerous domestic violence case involving a suspect armed with a knife, all because the system froze for ten minutes.
While no injuries have occurred directly linked to these failures, Steve Rauter, director of Wescom, one of the busiest dispatch centers in the area, pointed out the inherent risks. The meeting provided a rare platform for county emergency personnel to voice their grievances directly to Motorola Solutions representatives. In response, the company released a statement promising to dedicate priority resources and expertise to address the issues and ensure the system meets the county's reliability standards.
The decision to upgrade the 911 system instead of replacing it entirely came four years ago, with a $2 million contract awarded to Motorola. However, the project became increasingly complex, taking two years to finalize. As a result, the Emergency Telephone System Board (ETSB) has withheld $900,000 of the initial payment pending resolution of the ongoing problems. Chief Administrator Steve Figved expressed confidence in Motorola's commitment to fix the issues by a set deadline, stating, "They have guaranteed this will be fixed."
As the pressure mounts, both the public and private sectors remain hopeful that the technical kinks will soon be ironed out, ensuring the safety and efficiency of emergency services across Will County.