Phoenix G2 Testimonials
See what our satisfied station alerting customers have to say.
We are really enjoying your product, it has not only replaced and improved our dispatch system, it has also increased our performance.
“GOT THE PRODUCT WE WANTED QUICKER!” We got the product from US Digital Designs that we wanted, were able to save tax payer dollars, and met our procurement requirements by piggybacking off the contract. Everybody wins with FireRescue GPO/NPPGov!
Our prior system required the dispatcher to take the call, take down all of the information and talk over the speaker, which meant putting the caller on hold. Now we’ve got it down to 13 seconds from taking the call to pushing the button and sending the dispatch. Meanwhile, the dispatcher can still talk to the caller and continue to take down information.
The U.S. standard is six minutes from call to scene. All fire departments must have an average six-minute response time. Therefore, we’re looking for ways to shave off time. Previously, it had been roughly five minutes from the time we took the call to the time we dispatched and were en route. The Phoenix G2 system gives us more time to get to the apparatus with more information at hand. Our average response time now is about 4.5 minutes. I think the whole thing has been a really good experience.
“Response times are very critical in an emergency. In a fire, it will grow exponentially over time, so if we can shave off 30 seconds or a minute in our response, it may be the difference between just the couch being involved in a fire, or the whole room, or possibly a large portion of the house. We are looking to save every second possible in the process, and the new [integrated station alerting/CAD] system allows us to do that in a number of ways.
Under the previous system, a person who received the 911 call would be trying to do three things simultaneously: talk to the caller, start alerting the fire stations and talk over the radio to the firefighters to tell them what was going on and where, and also flipping through flip charts trying to give pre-arrival instructions to the by-standers on how to help this person before we get there. Now, because the system is automated, as soon as key information is entered into the system by the dispatcher, it automatically sends that information to alert the firefighters in the stations and starts that process happening sooner.
It [Phoenix G2] just helps alert them in a timely manner and provides them a variety of methods that ensures that it gets their attention through sounds and lights and other devices, and passes that information to them very effectively to help speed their response to the emergency.”
“This [Phoenix G2] system has many different parts and facets that we will be able to utilize to reduce response times, get our firefighters out to response scenes quicker, get them better information before they get there, and also reduce some stress on our people.
[Through automated alerting], we’re able to avoid human error. We’re able to avoid certain accents or people that speak too fast or people that speak too slow. We’ll be able to do all of these things that affect the critical need to get this information out to our first responders as quick as possible.”
The standard, quite simply, is . . . the expectation . . . that a dispatch center that receives an emergency call is able to receive that information, process it in 60 seconds or less, 90 percent of the time. And that was the one area of glaring weakness that we had, mainly due to our outdated technology. Our dispatch processing time was not even coming close to meeting that standard. So we looked at the technology, and we found US Digital Designs as a technology that can improve our dispatch processing time. That single piece of technology literally cut our dispatch processing time in half.
“We would be looking at 8-, 10-, 12-, 15-minute response times. Looking back, it’s almost like that was totally unacceptable. The public is very critical of us. They expect a lot out of us and we expect a lot out of ourselves.”
“During the design and construction [of our new fire stations], we wanted to improve our capabilities to alert the firefighters more efficiently and quickly. [The new Phoenix G2 system] will alert all the systems simultaneously, instead of stacking them one after the other with the radio system like the old system worked. Let’s say [we experience] a structure fire call where we are alerting five pieces of apparatus … that last station [out of five] wasn’t actually alerted until 30-40 seconds after the first one.
Seconds count. Fire doesn’t give us a pause when things are going on, so every second matters.”
“[G2 Message sign] screens in the fire stations will spell out the call’s location. That can help firefighters verify whether they heard, for example, ‘Grand Avenue’ or ‘Graham Avenue.'”
“What firefighters know is what works and what doesn’t work, and what’s important is, for us, is that it works. And US Digital Designs’ package works. It’s extremely reliable equipment, it’s extremely well made, it’s first-class, and it performs for us.
Station alerting… I know for a fact that it shaves seconds off of calls. The earlier we get there, the quicker we can [save a life].”
We’re pleasantly surprised at how efficient the Phoenix G2 system has been. Our dispatchers see the benefit of what automated dispatching can do for us. Another thing that we changed in 2014 was our CAD provider; the dispatchers really like the integration and how the Phoenix G2 and OSSI systems work together. It was pretty seamless, and it works well.
“Dispatchers can handle multiple station calls faster and deal with simultaneous calls more quickly. In the past, the alert system would notify stations one at a time. Now, several fire stations can be alerted simultaneously, which will be a time-saver.”
The Phoenix G2 has enabled us and enabled the department quicker because it can dispatch [in] more than one way. So it alerts the stations without . . . having to only use the radio.
“I love to sing your praises. The customer service I receive [at US Digital Designs] is phenomenal. You guys always answer me immediately, even when it is a silly question. We absolutely love our Phoenix G2 Fire Station Alerting System. So thank you!”
I can’t express the gratitude I have and always had for the professionalism every one of your employees provides. We have come a long way from the initial install at Orland. Today we had a final with Calumet City, a few small unexpected issue did come up, and your team did not hesitate to make adjustments. From Paul making sure audio quality met standards you have instilled, to Dustin rewriting the code, to Scott fixing the APP. Thank you for everything you do and keep up the good work.
“As time progresses, fire services are becoming more technologically advanced. This [Phoenix G2 system] allows us to stay up with the trends. [Our firefighters] really like it.
When you hear something over a loudspeaker, especially in a noisy environment, it can be really hard to understand what the call is. Now they can go out and look at the message boards, or the screens, or grab [a dispatch alert] from the printer.”
“[The Phoenix G2] has decreased the dispatch alerting time for resources while improving the capacity of Miami-Dade Fire Rescue dispatch radio channels. By reducing the dispatch time to a fire, it increases the likelihood of a successful interior rescue of trapped people, and the loss of property due to fire damage.
It would have taken the old system almost 27 seconds to send out alerts. The new system, however, is able to alert all stations simultaneously in one second, drastically improving response time. The new system also allows MDFR to implement less jarring tones that are more ‘heart-friendly.’”
We had a great day today. The training was fantastic. We are even more impressed with the [Phoenix G2] product line. Ed did a great job and it was one of the better manufacturer trainings I have attended in a long time.
“I am very impressed with the power, yet simplicity of the USDD G2 System. The fact that it is user expandable and programmable is a very big selling feature from my perspective.
Based upon the experience with Strathcona County, I would not hesitate to recommend it to other future clients that are looking at such systems.”
“The [Phoenix G2] Station Alerting System will be one of the most exciting features of the [new fire department] building. The system will combine the building’s lights with the communication system to alert firefighters to emergencies.”
In our 15+ years in business, we’ve replaced all of our competitors’ station alerting systems, with over 99% customer retention. Wow!
More happy customers
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