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Computer-assisted dispatch (also called CAD) is a method of dispatching taxicabs, couriers, field service technicians, or emergency services assisted by computer. It can either be used to send messages to the dispatchee via a mobile data terminal (also called an MDT) and/or used to store and retrieve data (i.e. radio logs, field interviews, client information, Schedules, etc.)
Manual dispatching
Computer-assisted dispatching improves the efficiency and accuracy of each step of the manual process:
- The call taker records the details on a paper card and offers advice to the caller.
- The paper card is passed by hand or sent on a conveyor belt or pneumatic tube to the dispatcher.
- The dispatcher allocates the task to one or more available mobile units depending on each units capability and location.
- The dispatcher passes the details of the task to the mobile unit by reading the details over two-way radio or telephone.
- The mobile unit advises the dispatcher of their progress through the task till it's completion which are recorded on a paper log.
- Paper logs can be reviewed afterwards for accounting for services and investigating problems with service delivery.
Computer-assisted method
Computer-assisted dispatch systems use one or more servers located in a central dispatch office, which communicate with mobile data terminals installed in the remote vehicles. There are a multitude of CAD programs that suit different department needs, but the layout of each system is the same. The purpose of CAD in the first place is to quicken the information that is received or transmitted from the call-taker or dispatcher to those who will facilitate the original call.
In an ideal setting, a call is received by a call-taker and information about the call is inputted into the CAD template. Generally, Location, Reporting Party and Incident are the main the fields that have to be populated by type-codes. For example, if there was a Burglary in progress, the type-code for that Incident could be "BURG;" when BURG is typed out, then the Program will spell out "BURGLARY (in progress)." If the Location was at the 1400 block of Madison, the type-code could be "14MAD." The Reporting Party information would be populated by the call-taker including Last Name, First Name, Call-Back number, etc.
A typical CAD printout look something like this based on the examples above:
LOCATION - 1400 Madison RP - Doe, John, 555-5555 INCIDENT - BURGLARY (in progress)
Again, granted as it can be seen that the fields are spelled out, the call-taker uses those abbreviations that are already predetermined in order to quickly gather and transmit the information.
The dispatcher then receives the call from the call-taker and is able dispatch the call to those available. The dispatcher's screen would show the available personnel that are dispatchable. A typical setting can be exemplified by this:
--- INCIDENT # - 554123 LOCATION - 1400 Madison RP - Doe, John, 555-5555 INCIDENT - BURGLARY (In Progress)
--- Units available - (3) Units out of service - (2) 745 - Avail. 746 - Not Avail. Inc # 554121 747 - Avail. 748 - Avail. 749 - Not Avail. Inc # 554122
---
Everything that is gathered, dispatched and disposed is usually stored in a central server where the type codes reside in, or possibly another server. All of these calls which have incident numbers attached to them can be recalled by an internal search engine. For example, a request for a printout of all calls to Madison in the past hour could be gathered by querying the CAD program by Location:
Search by: Location LOCATION --- Result: (Now filled in) Search by: Location LOCATION --- Result: (1) Incidents
CAD can be used in a multitude of ways, whether it is for radio logs, call logs or statistical analysis.
Computerized mapping, GPS, and caller-identification technology are often used to enhance the service by pinpointing the locations of both the client and the most suitable vehicle for serving the client.
External links
CAD & Related Software Packages
- ADSI (Application Data Systems, Inc.)
- Hitech Systems, Inc.
- Sundance Systems, Inc.
- Extra Duty Detail (System for tracking Law Enforcement 'Extra Duty Details')
"Computer-assisted dispatch"