The Challenge
Before Collier County implemented ASAP Service in 2014, alarm calls reached the ECC through 10-digit, nonemergency administrative lines — a process that created significant inefficiencies.
- Alarm activations often required back-and-forth phone conversations between ECC staff and alarm-monitoring centers, adding six to eight minutes to response times.
- Telecommunicators then had to manually enter details into the computer-aided dispatch (CAD) system — a time-consuming, error-prone process.
- As many as 99 percent of alarm notifications did not require a public safety response, diverting resources from higher-priority calls.
Like many ECCs nationwide, Collier County faced chronic staffing shortages. Telecommunicators worked extended hours and carried excessive workloads, leading to fatigue and burnout, while budget pressures made it difficult to hire and retain personnel.
“We began to look at how we could shorten response times to emergency incidents and also deal with some of the staffing shortages that are predominant around the ECC community,” said Bob Finney, director of communications technology for CCSO. “We were getting nearly 27,000 alarm calls a year—answered by the same people handling 911 calls. We needed a way to ease that burden without sacrificing service.”
The Solution
To address these challenges, Collier County implemented the Automated Secure Alarm Protocol (ASAP) Service, a standards-based solution developed by The Monitoring Center (TMA).
ASAP Service automates the exchange of alarm information between alarm-monitoring companies and ECCs, allowing verified alarm details to flow directly into the CAD system. The result: faster response, fewer manual processes, and reduced workload for telecommunicators.
“We looked at ASAP Service to see if it would benefit us and found it was one of the easiest technology changes we’ve ever made,” Finney said. “Most of the work happens behind the scenes. Our telecommunicators didn’t have to change anything — they just needed 15 to 30 minutes of training. It was really a no-brainer from a technology and change-management perspective.”
The Results
Since adopting ASAP Service, Collier County’s ECC has seen dramatic improvements in efficiency, accuracy, and staff workload.
- 30 percent of alarm calls now flow automatically in the CAD system — saving two minutes per call or about 26 staff hours each month (the equivalent of two 12-hour shifts). This translates into long-term operational cost savings.
- Automated data entry eliminates transcription errors and accurate, pre-verified addresses eliminate misdirected responses.
- Telecommunicators report less stress and fatigue, improving performance and morale. They now can focus on higher-priority emergencies that require their unique skills and experience.
- Administrative lines no longer are clogged with alarm notifications enabling citizens to report nonemergency situations more easily.
- ASAP-delivered alarms are prioritized, resulting in faster and better-informed response decisions.
- Rich alarm data — including audio, video, and images — flows directly into the CAD system, giving responders better situational awareness and improving safety and effectiveness in the field.
