Chicago OEMC to Launch CentralSquare Technologies 911 Dispatch System

CHICAGO (WLS) — Chicago’s Office of Emergency Management and Communications is set to begin a phased launch Tuesday of a new 911 center system, starting the city’s shift away from dispatch technology that has been in use for roughly three decades.

The city signed a six-year contract with CentralSquare Technologies and began training employees to implement the new computer-aided dispatch system, commonly known as CAD. The upgrade is Chicago’s first major overhaul of its dispatch technology in more than 30 years.

City officials say the updated system should make the 911 process more efficient and could help reduce emergency response times.

“The old system was one that predated Windows ’95, so if you can think about that from a technology perspective,” Deputy Mayor of Community Safety Emmanuel Andre said.

Andre said initial testing has pointed to possible gains in how quickly emergency calls are handled.

“The preliminary examples we have seen in seconds. It seems like that’s not a lot, when you talk about 15-30 seconds, but for that person responding to that call, it is absolutely critical time,” Andre said.

The rollout follows concerns from dispatchers and alderpersons, who warned that problems with the new technology could affect emergency response operations.

“They are dropping calls. They are not calling back. Some are delayed responses. My concern is it will trickle down to services out here in City of Chicago,” said Ald. Chris Taliaferro, chair of the City Council’s Police and Fire Committee.

According to the mayor’s office, the CAD software will first operate during a live data simulation period before being introduced in stages. Officials said the current dispatch system will remain available as a backup throughout the transition.

Following concerns raised by dispatchers, 14 alderpersons wrote to Mayor Brandon Johnson with questions about the new software and its implementation.

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Ald. Ray Lopez said city officials must be certain the system is dependable before moving ahead with the launch.

“Unless we are 100% certain that it’s going to work properly, then we should be figuring out what we need to do in terms of next steps, so that there isn’t a single life lost or injury that could have been avoided if the system fails,” Lopez said.

In a response, the mayor’s office said, “This key milestone aligns directly with industry best practices for major system transitions. As part of the readiness process, the system underwent rigorous testing and was required to successfully handle call volumes far exceeding those anticipated under real-world conditions.”

CentralSquare Technologies said it has implemented the same technology in cities around the country. Company officials believe that experience will help support Chicago’s transition to the new 911 dispatch system.

The mayor’s office said city employees have completed more than 4,600 hours of classroom training since October 2025. The implementation effort has taken six years, with delays caused by the COVID-19 pandemic.

Andre said alderpersons have had multiple opportunities to voice concerns during the process. He said the new CAD system should simplify 911 operations, noting that many large cities already rely on similar technology while Chicago has fallen behind in modernizing its dispatch infrastructure.

“What people need to keep in mind is we are in no way, shape, or form compromising public safety when it comes to this system,” Andre said.

City officials said they are confident the technology is ready for its initial deployment. Still, the transition will take place in phases, with the existing system available if problems arise.

The new CAD system is scheduled to go live Tuesday. Chicago’s existing 30-year-old dispatch system will remain in operation as a backup, while alderpersons have said they will pursue hearings if issues—including reports of dropped calls—surface after the rollout.