Voice of the Customer: Palm Beach County 911 Enables Telecommunicators to Work Remotely with Intrado VIPER® 7 Laptops

Remote Work and Virtual PSAPs Made Possible with VIPER® 7 Laptops

Palm Beach County 911 in Florida has worked with Intrado for 13 years. They support the ESInet and call handling equipment in 16 PSAPs across the county and they were one of the first agencies in the U.S. to receive Intrado VIPER® laptops. While the 50 laptops were first deployed for social distancing during the COVID-19 pandemic, Palm Beach County PSAPs now use the workstations on a regular basis. During heightened events when extra dispatchers are required, they can now set up the laptops as a virtual PSAP to ensure they can adequately address their needs.

Customer Experience and Collaboration are Key to a Successful Partnership

Palm Beach County 911 has had a highly positive collaboration with Intrado. Whenever Palm Beach 911 encounters any challenges, Intrado promptly addresses them. The service team at Palm Beach County 911 is open to feedback, and if dispatchers have any suggestions, the county conveys those ideas to Intrado for possible implementation.

"It’s a partnership with Intrado: it’s not a vendor/customer relationship. We've had a very good working experience – any issues are handled right away. We have a great service team who is very receptive to us," says Dan Koenig, Senior Manager for the Palm Beach County 911. "We're very excited to see what's coming along with VIPER® 7. Also, language translation with text, real-time text, and the integration of video into the call handling equipment. We're excited to see that and get that rolling in our county."

About Palm Beach County 911 Program Services

Palm Beach County 911 Program Services is a Division of Palm Beach County’s Public Safety Department. This team is responsible for deploying and maintaining the technical infrastructure that enables 911 call routing and supports the 16 PSAPs serving the citizens of Palm Beach County and its visitors.