The New Haven Police Department (NHPD) and the city’s 911 Public Safety Access Point (PSAP) switched to a new computer‑aided dispatch (CAD) system on Monday, Sept. 21, at 10 a.m. The rollout, managed by the technology firm ProPhoenix, marks the culmination of a three‑year effort to replace an aging legacy platform.
Contract and expectations
In July 2023, New Haven aldermen approved a six‑year, $4.8 million contract with ProPhoenix to design, install, and maintain a comprehensive CAD/Record Management System/Jail Management System (CAD/RMS/JMS). The agreement covers consulting fees, hardware, software, training, and ongoing support.
Former Police Chief Karl Jacobson explained in a March 2023 cover letter that the city selected ProPhoenix after a competitive Request for Proposals. He noted that the legacy system had limited support and that the new platform would “increase efficiencies in all aspects of record management, improve geographic information systems on patterns and trends of criminal activity, and provide tools for a safe and secure detention center for staff and inmates.”
Initial performance and glitches
Officer Christian Bruckhart, spokesperson for NHPD, told the Independent that the system is currently functioning, though “some glitches over the past few days are being fixed as they come up.” He emphasized that such issues are typical when integrating new technology across multiple agencies.
The transition required coordination among the police department, the fire department, Yale University Police Department, and the PSAP. Bruckhart said the delay in full implementation was largely due to this integration effort.
Training and ongoing support
Joe Vitale, who has overseen the city’s 911 call center since 2022, added that the implementation timeline also included extensive user training and hardware upgrades, all while keeping the communications center fully operational.
Public concerns and city response
Former city police officer Jason Bandy posted a video on Instagram criticizing ProPhoenix and former lieutenant Sean Maher, who now works for the vendor. Bandy suggested a conflict of interest, noting that Maher helped oversee the system’s selection before joining ProPhoenix.
In response, Bruckhart clarified that Maher retired from the police department on July 1 under the DROP plan, which allows recently retired officers to continue working for a limited period. Maher fully separated from service on Aug. 31 and is now employed by ProPhoenix. Bruckhart stated, “Any allegations of corruption have no merit: the city put out a Request for Proposal due to the size of the bid and involved representatives from several city departments in addition to the ones mentioned above (e.g., purchasing and IT). Lt. Maher would not have been able to single‑handedly select a company.” Maher could not be reached for comment.
Vendor comment
ProPhoenix spokesperson Paul Hoppe declined to comment, citing the company’s policy of not discussing active customers or ongoing projects.
Looking ahead
City officials remain confident that the new CAD system will deliver the promised efficiencies and improved data capabilities once the remaining technical issues are resolved. They plan to monitor performance closely and provide additional training as needed to ensure a smooth transition for all emergency‑response agencies.
Original reporting: New Haven Independent — read the source article.
