Common Challenges with Computer-Aided Dispatch Systems
Your CAD System May Be Functioning. That Does Not Mean It Is Helping.
Most agencies are not dealing with CAD failure. They are experts at managing their challenges. Dispatchers re-enter data across systems, call units for information, use technology that surfaces automatically and cross-reference logs just to keep incidents moving. Supervisors build status updates from disconnected sources, while field personnel arrive with less context than they need.
These workarounds can look normal because teams have adapted to them. However, the cost may show up elsewhere in slower coordination and weaker situational awareness, as well as delays in getting the right information to the right person at the right time.
Agencies that manage response well are not simply adding more integrations. They are using CAD software that moves information cleanly across the entire response workflow.
Improve the Flow of Information
Provide the visibility needed to make smart critical decisions with seamless data sharing.Deploy Across Jurisdictions
Share information easily across multiple areas for regional collaboration and incident tracking.Speed Up Dispatch Processes
Simplify workflows for faster personnel and resource allocation with a unified customizable system.Our Solutions
Contemporary CAD Software for Emergency Response
Contemporary computer-aided dispatch systems must support real-time coordination and interoperability while changing to meet emergency communication standards.
Versaterm CAD
Versaterm CAD is computer-aided dispatch software designed for law enforcement, fire and EMS agencies. It was developed with direct input from agencies, so the workflow reflects how dispatch and response teams operate.The result is a CAD system that feels familiar to experienced dispatchers and is easy for new personnel to learn. Versaterm CAD supports cloud-based and on-premises deployments with the same core functionality, helping agencies standardize operations without forcing changes to workflow. The platform also supports multi-jurisdiction coordination and NG9-1-1 readiness across police, fire and EMS, giving agencies a clear path to regular updates without requiring a complete replacement.
Guide
10 Critical Questions Every Agency Should Ask Before Buying a CAD System
Whether you’re replacing a system that’s been in place for years or evaluating CAD for the first time, most agencies discover the real questions late in the process after vendor demos have already shaped their thinking.
This guide covers deployment flexibility, interoperability, vendor stability, migration risk and total cost of ownership. These are the questions that surface hidden costs and long-term lock-in before they become your problem.
Download the GuideAgency Spotlight: City of Santa Monica
The City of Santa Monica selected Versaterm CAD and Versaterm RMS to replace aging dispatch and records systems, deploying both as cloud-based, fully hosted solutions that reduce IT overhead and eliminate the burden of manual maintenance and updates.
The move to Versaterm’s cloud environment also extended the city’s existing investment in Versaterm CommunityConnect, connecting community engagement, dispatch, and records into a single, integrated platform.
“By embracing modern technology like the cloud-based Versaterm CAD, Versaterm RMS, and Versaterm CommunityConnect solutions, we can better adapt to the evolving communication needs of our call centers and community.” — Lindsay B. Call, Chief Resilience Officer, City of Santa Monica
CAD-Integrated Drone Operations
CAD already serves as the center of response coordination, making it a logical place ot connect drone operations to allow incident reporting and response. With native DroneSense integration, that coordination extends to aerial assets. Dispatchers can request drone deployment directly from the CAD interface, just as they assign a patrol unit or fire apparatus.
When a drone is in the air, its feed and status flow back into the operational picture alongside ground units. Commanders and dispatchers see everything in one place, improving visibility and decision-making speed, and giving dispatchers a more complete operational picture with incident data moving automatically between systems. This creates a more connected response environment where incident data, field activity, and aerial support work from the same source of truth.
FREQUENTLY ASKED QUESTIONS
Common Questions About Public Safety CAD
Answers to the questions agencies most commonly ask when evaluating, replacing, or optimizing their computer-aided dispatch (CAD) systems.
What is computer-aided dispatch (CAD) software?
Computer-aided dispatch (CAD) software is a core system used by emergency communications centers to manage emergency response from call intake to unit dispatch and coordination. It enables dispatchers to receive and process calls, create incidents, assign and track units using GPS and automatic vehicle location (AVL), and communicate in real time with field responders. CAD systems are used by law enforcement, fire and EMS agencies. The solutions are typically integrated with records management systems (RMS), mobile data terminals (MDTs), drone management platforms and other software.
How does computer-aided dispatch (CAD) software work?
Computer-aided dispatch software supports the emergency response workflow from call intake to incident resolution. Dispatchers log incoming calls, create incidents, assign and dispatch units, monitor unit status and location in real time, and update information as the situation evolves. This allows responders and supervisors to operate from a shared, continuously updated view of the incident.
What is the difference between cloud-based and on-premises CAD?
Cloud-based CAD software is hosted by the vendor on remote servers (such as AWS), reducing the agency’s IT burden and eliminating the need for on-site hardware maintenance. On-premises CAD is installed within the agency’s own infrastructure, giving agencies direct control over their data and security environment. Some vendors, including Versaterm, offer both deployment models with identical functionality, allowing agencies to choose based on their policies and transition to the cloud at their own pace.
What is NG9-1-1, and why does CAD need to support it?
Next Generation 9-1-1 (NG9-1-1) is an IP-based emergency communications infrastructure that allows centers to receive calls, texts, photos and video from the public. CAD systems must be NG9-1-1-ready to accept and process this expanded range of inputs and to interoperate with other agencies within a regional NG9-1-1 network. Agencies planning for the transition should confirm whether their CAD system supports the underlying data standards and interoperability requirements.
How does CAD software integrate with RMS and mobile devices?
In a connected public safety ecosystem, CAD data flows automatically into records management systems (RMS), eliminating duplicate data entry. Field personnel access real-time call information through mobile data terminals (MDTs) in vehicles or via mobile apps on smartphones and tablets. When CAD integrates with RMS and mobile, information entered once at dispatch is immediately available to officers, supervisors and downstream reporting systems without transcription or manual transfer.
How does CAD software support multi-agency or multi-jurisdiction operations?
CAD systems designed for multi-jurisdiction operations allow agencies to share incident information, track units across jurisdictional boundaries, and coordinate responses regionally. This is particularly important for mutual aid situations and regional communication centers serving multiple agencies. Key capabilities include shared incident views, cross-agency unit tracking and interoperability with adjacent agency systems.
What should agencies evaluate when replacing a CAD system?
Key evaluation criteria include: deployment flexibility (cloud vs. on-premises), interoperability with existing RMS, mobile and third-party systems; the vendor’s migration support and training approach; total cost of ownership over 5–10 years; NG9-1-1 readiness; and the vendor’s long-term product roadmap. Agencies should also assess whether workflows can be configured to align with existing call taker and dispatcher procedures rather than requiring full retraining.
See What Connected CAD Looks Like
Talk to our team about how Versaterm CAD fits your agency’s operations and long-term goals.
