Four Things Every Agency Should Consider When Choosing Public Safety Software

If your agency has begun the search for public safety software, then you probably have more questions than answers right now.  There are many vendors out there and it seems like they all are offering something different.  The world of technology definitely moves at a fast pace.  It’s hard sometimes to keep up. 
 

So how do you narrow down your list? 

Here are four key factors that can help you make your decision:
 

1. Software Performance – That sounds like a really broad statement, but it’s really not.  Software should do what you want it to do and make you and your employees more efficient in the process.  You should be able to configure it to match up with your agency’s workflow so you aren’t retraining your entire staff on how to do their job just because the software says you should do it a certain way.  Information should be stored in one central location that’s easy to access by everyone who needs it.  Typing information into one application and then retyping it in another, that’s a waste of your valuable time.  The software should cut down on redundancy, not cause more of it.
2. Service – When it comes to software, it’s not location, location, location…it’s service, service, service.  Because technology changes so quickly, you have to be careful and find a vendor who can keep up with your agency’s needs.  That’s not always easy.  For some vendors, it’s more profitable and easier in the short term to not provide updates.  In the long run, that may cost them customers, but that is a chance they are willing to take.  Some vendors may say that you will get “frequent updates” but that’s just code for “we will fix the worst of the bugs so no one complains.”  Read the fine print on the maintenance agreement and make sure that you are receiving services like software enhancements and hardware maintenance.  Vendors should see you as an investment and want to foster a long term relationship with you.  And let’s not forget technical support.  There are always questions or requests that arise along the way.  Is someone there at any hour to help you out?  Crime doesn’t sleep, so neither should your tech support.
3. Vendor Stability – A vendor’s track record can speak volumes about the kind of service you can expect from them.  But don’t just trust their word.  Go online and do some research.  See if they have a solid track record of retaining their customers, and if they do, for how many years?  Have they ever failed an installation?
4. Cost of Ownership – Every agency is on a budget and most are not increasing.  So when evaluating companies, agencies should take several things into consideration.  First, the purchase price may seem like a great deal, but you may soon find out that several additional pieces of hardware or software are required to enable the system to work.  Again, it is very important to review the maintenance agreement closely to see not only what is included, but more importantly, what is not included.  Does the yearly maintenance agreement escalate?  If so, by how much?  Also, take into consideration undocumented costs, like system downtime for updates, backups, or time spent on the phone with support.  They may seem like small things, but those small things can add up to big expenses for your agency.

Obviously, your agency will have some specific items that you will want to take into consideration as well, but these general points will get you headed in the right direction.  It’s a long process with lots of research.  However, when you have found the new software that meets all of your needs and criteria, it will have been worth the time invested.