Integrating Computer-Aided Dispatch Data with Traffic Management Centers

Chapter 5. Challenges

While there are many compelling safety, mobility, and efficiency benefits of law enforcement agencies sharing Computer-Aided Dispatch (CAD) data with transportation operations, there are States and regions that have challenges advancing this key data sharing partnership. In some cases, there have been technology and data compatibility issues cited as a primary reason for not being able to share CAD data; in other instances, agencies have noted a concern over transportation agencies obtaining access to sensitive information contained in CAD data entries.

In nearly all instances, if there is a willingness to share data, and leadership support to work toward CAD integration, solutions can be put into place to address technical challenges and mitigate data security concerns.

This section presents some of the more common barriers agencies have cited to facilitating CAD data integration and highlights alternatives or solutions to addressing those challenges. Innovative strategies and best practices are highlighted to show where agencies have collaborated to be able to successfully integrate CAD data with Traffic Management Centers (TMC).

Overcoming Institutional Barriers and Processes

Leadership support for sharing data is one of the key influences that will help to advance CAD integration between law enforcement and transportation operations agencies. Champions can help to identify the needs and business case, generate momentum, and work through technical issues encountered, but without agency leadership buy-in, many States find it challenging to fully implement CAD integration.

Top-level support is needed to help institutionalize and formalize this data sharing partnership and ensure that CAD data sharing continues long after champions transition. With strong executive support, there is an added level of motivation at other levels within law enforcement and Department of Transportation (DOT) organizations to find solutions to any technical or data issues that might impact a successful CAD integration endeavor. Formalizing this relationship, through a policy or memorandum of understanding, can further help to institutionalize CAD integration. Ongoing demonstration and documentation of the benefits of integrated CAD will further support the continued sharing of CAD data with transportation operations.

State of the Practice Highlight: In Washington State, a Joint Operations Policy Statement (JOPS) was signed between the Washington State Patrol (WSP), Washington State DOT (WSDOT), and the Washington Fire Chiefs. This policy outlines common traffic incident management (TIM) expectations and objectives, and also includes provisions for sharing CAD data to support TIM program needs. This strong support from three agencies has helped to elevate Washington’s TIM program and created a strong foundation for sustaining collaboration. The JOPS model established by Washington has been applied in several other States.²³

Addressing Data Security and Access to Sensitive Data

Law enforcement and public safety agencies are specially trained in handling sensitive data and applicable information security requirements of the Criminal Justice Information Systems (CJIS) and the Health Insurance Portability and Accountability Act (HIPAA). The CJIS Security requirements govern data storage and access (including storage on servers, cloud-based systems, and transmission to internal and external systems), and these requirements are intended to protect sensitive information that could be contained in CAD data. The Eastern Transportation Coalition summarized these requirements and acknowledged that there is limited guidance available from CJIS regarding CAD to TMC standards, but the CAD-to-CAD integration can be referenced as a starting point.²⁴

There is a similar concern with HIPAA compliance in that there might be personally identifiable or sensitive information contained in free-form CAD data fields. Information such as names, medical conditions or extent of injuries could be information protected from disclosure under HIPAA. Limiting the amount of free-form text that is provided from a CAD system through an external data feed, such as to a TMC, can mitigate the risk of transmitting sensitive data.

State of the Practice Highlight: Many agencies will filter out, firewall, or separate the CJIS-related data. Information such as incident location, incident type, and incident severity are the primary data elements desired by TMCs to support transportation operations and traveler information. The Pennsylvania Turnpike Commission is a registered user of the state’s CAD system and has access to all CAD data and uses the CAD system to actively manage incidents. The Turnpike requires specific training and certification for TMC operators. All TMC operators are required to have the Association of Public-Safety Communication Officials (APCO) 40-Hour Basic Telecommunicator course prior to applying for an operator position. Once hired, the TMC operators go through an in-house training program which covers access and handling of CAD data. The Turnpike Commission’s TMC operators are certified to access the Pennsylvania State Police Commonwealth Law Enforcement Assistance Network (CLEAN), and this certification must be renewed every two years.

Overcoming Data and Technology Compatibility Challenges

As data standards have evolved, and as there continue to be more examples of successful CAD integration with TMCs, there are fewer technical barriers to integrating CAD data. It is important to engage both CAD vendors and Advanced Traffic Management Software (ATMS) developers to work through any issues with importing data and populating fields within the TMC ATMS software systems. If there is a willingness to share the CAD data from law enforcement, regardless of what form that data takes, there is usually a good solution within the ATMS to be able to process it.

It is important to consider the full breadth of technologies that both CAD and TMC must interface. On the law enforcement side, there are often mobile technologies and systems linked to CAD, remote sensing, Geographic Information System (GIS), or video applications that could potentially be linked with CAD. TMC software will also typically include links and data feeds to and from other devices, data feeds from external entities (public and private), and data feeds out to publicly accessible traveler information systems. ATMS software is often aggregating multiples sources of data to provide TMC operators with usable and comprehensive real-time information.

Understanding the full complement of the different systems that are linked and potentially providing data—for CAD and for TMC systems—can help to uncover any potential technology conflicts that could be addressed during planning for CAD integration or as part of future enhancements. Engaging Information Technology staff early in the process can also help to identify specific security concerns or requirements and help facilitate a project that complies with agency Information Technology policies and needs.

Summary of Innovative Approaches to Addressing Challenges

This section has presented some innovative solutions and approaches that have resulted in successful CAD integration efforts in States and regions throughout the United States. There are numerous examples of creative approaches that have been implemented to overcome challenges and barriers, resulting in win-win data sharing programs that benefit both law enforcement and transportation agencies. Table 2 below summarizes some important considerations and alternatives for addressing potential challenges and barriers.

Table 2. Summary of Computer-Aided Dispatch (CAD) integration needs and solutions.

Needs	Solutions
Agency support and willingness to share Computer-Aided Dispatch (CAD) data	Demonstrate value of integrated CAD through performance measures. Limit law enforcement resources needed to facilitate data exchange through cost share or Department of Transportation (DOT) taking the lead.
Institutionalize data sharing roles and responsibilities so that it is not dependent on individual champions	Develop formal policies and memoranda of understanding to define roles and responsibilities. Promote ongoing training and awareness of data sharing relationship. Garner leadership support for sustaining commitment to sharing CAD data. Develop a maintenance plan to guide future expansion, enhancements and ongoing operations of data sharing strategy.
Address concerns with Traffic Management Centers (TMC) accessing sensitive data and comply with CJIS requirements	Provide training to TMC operators on Criminal Justice Information System (CJIS) requirements and handling of sensitive data. Obtain CJIS certifications for TMC operations staff. Filter, firewall or encrypt any sensitive data from CAD data feeds before data is ingested in TMC software. Develop data safeguards for incident information that is shared externally through publicly available traveler information systems.
Address Health Insurance Portability and Accountability Act (HIPAA) regulations on personally identifiable information	Standardize text fields and message structures to limit the amount of free-form text that could be transmitted to TMCs. Understand HIPAA requirements and protections provided to dispatch staff under Federal law.
Data compatibility between CAD and TMC systems	Use established standards for descriptions, data formats, and location identifiers. Use common map coordinates and mapping processes. Establish appropriate filters for data being sent to TMC systems. Formalize agreements on what data needs to be shared. Modifications to crash form to address unique data requirements. Provide training to law enforcement personnel on crash form definitions. Engage CAD vendors to enable CAD data streams that can be easily ingested by Advanced Traffic Management System (ATMS) and TMC systems. Engage ATMS developers to implement appropriate configurations within ATMS software.
Technology compatibility among multiple platforms	Engage a broad range of stakeholders and agency groups, including Information Technology staff, to understand the required technology and system interfaces. Develop a neutral platform with a common format to facilitate data sharing, such as from multiple CAD systems.