Here's an updated version of the article based on recent developments:
For the past three months, New Lenox Fire Chief Steve Engledow has been dealing with persistent issues related to the newly installed 911 system by Motorola Solutions. He has voiced his frustration to the Will County 911 board, emphasizing the need to abandon the current system due to recurring crashes and malfunctions.
Dispatchers and first responders across the county have been grappling with slow responses and unexpected shutdowns since the Premiere One system went live on November 6. The software often freezes without notice, causing the map interface to go blank or fail to provide accurate directions. This has led to significant challenges in relaying critical information to field units. There have been multiple reports of incorrect data being transmitted, including details about responding agencies and personnel, which has raised serious concerns among local law enforcement and firefighting teams.
Deputy Sheriff Robert Contro described the situation as an ongoing IT crisis affecting the sheriff’s department's 175 laptops. Officers have experienced difficulties in completing basic tasks such as issuing citations. Mokena Police Chief Steve Vaccaro expressed his frustration, stating, “Our officers are unable to perform their duties effectively. The risks to both police officers and public safety are growing increasingly alarming.â€
Although no injuries have occurred directly linked to these technical failures, the potential for harm remains a pressing issue, according to Steve Rauter, director of Wescom, one of the busiest dispatch centers in the region. Channahon Police Chief Jeff Wold recounted a harrowing incident where his team failed to receive crucial information about a domestic violence situation involving a suspect armed with a knife. The system froze for ten minutes during this critical moment, putting everyone involved at risk.
During a heated 2 ½-hour meeting held on January 29, representatives from Motorola Solutions listened to the grievances of county emergency personnel. In response, the company released a statement affirming its commitment to resolving the issues through dedicated resources and ensuring the system meets or exceeds expectations for reliability and performance.
The decision to upgrade the 911 infrastructure stemmed from a four-year-long initiative aimed at modernizing the county's six dispatch centers. The initial $2 million contract awarded to Motorola proved more challenging than anticipated, leading to delays and complications that stretched over two years. As a result, the Emergency Telephone System Board (ETSB) has withheld $900,000 of the agreed amount pending resolution of these problems.
ETSB Chief Administrator Steve Figved noted that Motorola is addressing these concerns under a strict timeline established by the board. “They’ve assured us this problem will be resolved promptly,†he stated confidently. “I genuinely believe they’ll stick to their promise.â€
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