Annual Public Safety PSAP Survey results

Stratus PSAP Survey March 2016 From March 2016 through July of 2016, Stratus Technologies surveyed 573 PSAP employees, primarily in North America. Respondents were recruited through emails sent to subscribers of leading public safety publications, notices on forums, and previous year respondents. The 21 question survey featured topics including call volume, staffing, next-generation 9-1-1 migration, use of virtualization technologies, system outages and more. Data was collected without respondents having to identify themselves or their PSAP organization. The following pages outline the results of the survey, as well as select comparisons to the previous survey. 2016 Stratus Technologies. All Rights Reserved. 2

About the Respondents Role in PSAP operations The survey respondents represented a number of roles within the PSAP. 49% identified themselves as Communication Center Managers. This was up 10% over last year (39%) but on par with the previous year s survey (48%). IT participation has decreased 2% from 17% last year. Currently, 15% of the participants are in IT Staff or Management positions. n = 573 2016 Stratus Technologies. All Rights Reserved. 3

PSAP Geography and Population n = 573 n = 573 In terms of geography, over half the respondents covered a city or county (55%). Larger PSAPs, those presiding over multiple counties or a region (18%), metro areas (6%) and states (3%) took up a little over a quarter as a group (27%). Smaller PSAPs took less than a quarter of the pie with 18%. Populations served was split with 45% serving less than 80,000 people, and 55% serving over 80,001. There was a slight shift in percentage population to last year which was 51% and 49% respectively. This may be due to consolidation. 2016 Stratus Technologies. All Rights Reserved. 5

PSAP Call Volume and Dispatched Number of 9-1-1 calls per year? Percentage of 9-1-1 calls that require dispatch to a first responder? n = 529 n = 454 Looking at annual call volume, 56% receive over 50,000 calls per year and 44% handling less than 50,000 calls. Annual call volumes are increasing, as last year these groups were at 49% and 51% respectively. Thirty-seven percent of respondents said more than 80% of calls received required dispatch to a first responder, while only two percent reported Under 20% of 9-1-1 calls required immediate response, a decrease from last year s 4%. 2016 Stratus Technologies. All Rights Reserved. 6

Call Intake / Dispatch Function Function by Population Served n = 565 2016 Stratus Technologies. All Rights Reserved. 7 n = 555 In terms of call intake and dispatch responsibilities, 67% of PSAPs combine the two functions, a 4% decrease from last year. Therefore, not surprisingly, there was an increase in almost every population group separating these functions, except for the 80,001-200,000 category. This group actually increased combining call intake and dispatch functions from 60% to 70% this year.

Population Served PSAP Staffing by Population How many call takers and dispatchers are working on a typical peak shift? This past year has seen an overall increase in peak staffing. The ranges gaining are highlighted in green and losing in orange. 1 2 3 to 5 6 to 10 11 to 25 26+ Under 20,000 42% 50% 8% Number of Dispatchers PSAPs that serve populations under 20,000 people typically have one to two dispatchers working at peak times. Last year the shift was towards 3-5, but this year it was reversed with 3-5 decreasing from 16% to 8% and 1 increasing from 31% to 42%. PSAPs serving populations over 200,000 people also had a significant shift, with the bulk moving from 26+ to the 11-25 range. 11-25 increased from 32% to 38%, further marking it as the most likely range, while 26+ decrease from 25% to 20%. 20,001 to 40,000 8% 51% 38% 3% 40,001 to 80,000 30% 65% 4% 1% 80,001 to 200,000 8% 48% 37% 5% 2% 200,001+ 1% 18% 23% 38% 20% n = 563 2016 Stratus Technologies. All Rights Reserved. 8

Yearly Call Volume PSAP Staffing by Yearly Calls The following is a comparison of how many dispatchers are working on a typical peak shift by annual call volume. Most of the shifts from the previous year were small and not enough to modify the dark red selections for each cross section. The exceptions were: 100-200k, which showed both a downward and upward shift. This caused the dark red ranges to include the 3-5 range, while at the same time increasing the 11-25 range 8% to 25% from 17% last year. Over 200,001, which had a significant shift from over 26 dispatchers toward the 11-25 and 6-10 ranges. The shifts from last year were 6-10 up 8%, 11-25 up 6% and >26 down 11%. 1 2 3 to 5 6 to 10 11 to 25 > 26 Under 10,000 33% 62% 4% 10,001 to 25,000 25,001 to 50,000 50,001 to 100,000 Number of Dispatchers 4% 41% 50% 5% 23% 69% 8% 11% 54% 30% 4% 100,001 to 200,000 1% 39% 32% 25% 3% Over 200,001 7% 23% 44% 26% n = 528 2016 Stratus Technologies. All Rights Reserved. 9

IT Infrastructure n = 514 With regard to how a PSAP s IT is structured, 50% of PSAPs host their own data center and provide their own IT support. 20% have their own data center but outsource IT support to another organization. 20% have a data center hosted and managed at a central location, and only 10% share their data center with another PSAP organization. When compared to last year, there has been a small shift from all infrastructures towards having IT and the data center in-house, with 50% reporting this year vs. 46% last year. 2016 Stratus Technologies. All Rights Reserved. 11

Next-Generation 9-1-1 Implementing/Running NG 9-1-1 Trend 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 53% 47% 41% 59% 26% 24% 74% 76% 2012 2013 2014-15 2016 No Yes n = 442 Looking at the NG 9-1-1 implementation trend, there is a consistent increase in departments planning to implement. Although slowing down to a 2% increase (12%, 15%, 2%), the number of respondents implementing NG 9-1-1 is up again this year. As PSAPs move towards full NG 9-1-1 implementations, it s no surprise that Currently Running showed a 14% increase to 27% while those planning to implement decreased 12% and no plan decreased 2%. Note: we assume that none of the PSAPs reporting Currently Running have fully implemented, but more likely have some portions of NG 9-1-1 implemented. We are considering a follow-up question to detail areas of implementation. 2016 Stratus Technologies. All Rights Reserved. 12

Inside the Numbers: Next-Gen 9-1-1 When we look at Next-Gen 9-1-1 by geography served, we found most PSAPs were likely to be making NG 9-1-1 upgrades in the next year. Like the previous chart, all segments are down in the plan to implement bucket as they grew in the currently running bucket significantly. Only Metro Area is bucking the trend, with a 9% increase in the No Plan bucket, 32% this year vs. 23% last year. 2016 Stratus Technologies. All Rights Reserved. 13 n = 442

Inside the Numbers: Next-Gen 9-1-1 Currently Running/Implementing Next-Gen 9-1-1 by Geography Served The chart on the right compares the year over year changes for Next-Gen 9-1-1 by geography served. This year s average is 76%, up just 2% over last year s 74%. Only Metro has shown a decrease, which appears to be due to a smaller percentage implementing compounded by a larger percent reporting no implementation plans. State/Federal had the largest increase. At this point, we are unsure if this is a correction of the past two years or anomaly like 2012. Either way, we suggest discounting the State/Federal percentage. 2016 Stratus Technologies. All Rights Reserved. 14

Inside the Numbers: Next-Gen 9-1-1 Next Generation 9-1-1 plans are running an average of 76% (blue line), up only a few percent from last year s average of 74%. When we look at those running, there was a 15% increase, with those reporting to be running NG911 averaging 29% (red line) this year vs. only 14% last year. We also see a clear progression of those implementing as the population served increases. 2016 Stratus Technologies. All Rights Reserved. 15 n = 437

Seven Things to Consider When Migrating to NG9-1-1 Your PSAP should not be satisfied with anything less than 99.999% availability for most critical applications. Get the paper and learn: Why 99% system availability is not good enough for PSAPs What technologies can be employed to increase system uptime The pros and cons of various availability technologies hardened servers, clusters, virtualization, high availability and fault tolerance in terms of ease-of-use, administration and cost What technologies are the best fit for your specific environment Download Seven Things to Consider When Migrating to NG9-1-1 at: go.stratus.com/ng911 2016 Stratus Technologies. All Rights Reserved. 16

Virtualization in PSAPs More PSAPs are planning to implement virtualization. When asked about virtualization, 40% of PSAPs have no plans. This is down 3% compared to 43% reporting no virtualization plans last year. This shows a continued trend towards virtualization, as it was only a few years ago when almost half (49%) had no plans. n = 331 2016 Stratus Technologies. All Rights Reserved. 17

Inside the Numbers: Virtualization Deploying Virtualization For those planning to deploy virtualization, 61% of PSAPs said they plan on deploying virtualization for critical applications. While this is up from last year, it is on par with those currently running critical applications in virtualized environments (63%). Those currently running applications in a virtual environment, the split between critical and noncritical applications remains the same at 63%. This continues the trend of PSAPs seeing virtualization as a potential solution to downtime. Deeper dives into the results will see if this holds true. n = 199 2016 Stratus Technologies. All Rights Reserved. 18

Inside the Numbers: Virtualization Looking at PSAP virtualization results by population served, there is a correlation between geographic size and those who are currently running or planning to implement virtualization. As the population increases so does virtualization. 63% 57% 37% 33% 30% n = 328 2016 Stratus Technologies. All Rights Reserved. 19

Inside the Numbers: Virtualization This chart looks at just those running CRITICAL applications in a virtualized environment by the technology used to prevent downtime. Respondents could choose multiple solutions and averaged 2.8 selections. This verifies multiple technologies are used to ensure application availability. When looking at responses from IT staff or management, this increased to 3.1 selections and the use of fault tolerant servers increase 4% to 33%. n = 66 2016 Stratus Technologies. All Rights Reserved. 20

Learn More About Virtualization Is your PSAP interested in leveraging virtualization technologies? Don t know where to start? Download Virtualization for Dummies to learn: The basics of virtualization and why availability is important How organizations of all sizes can take advantage of virtualization The role virtualization plays in cloud computing How to ensure virtualized applications are always up and running The top ten things to consider when virtualizing business-critical applications Download Virtualization for Dummies at: go.stratus.com/dummy 2016 Stratus Technologies. All Rights Reserved. 21

PSAPs in The Cloud Deploying in the Cloud n = 365 n = 121 Similar to last year s 66%, and unlike other technologies, 67% of PSAPs have no cloud plans. When we looked closely, most deployment changes happened in noncritical deployment, most likely for back-up and DR. For those deploying in the cloud, 37% of PSAPs said they plan on employing the cloud for critical apps. This remains the same compared to last year, but a 12% increase over those currently running critical applications in the cloud, which decreased 6% to only 19%. 2016 Stratus Technologies. All Rights Reserved. 22

System / Application Downtime According to respondents, 67% of PSAPs have experienced an outage in the last 12 months. With only slight movements over the past 3 surveys, we see that downtime is consistently a grim reality for 2 out of 3 PSAPs. n = 457 2016 Stratus Technologies. All Rights Reserved. 23

Inside the Numbers: Downtime Events Looking at outages by the size of the population served, downtime has affected PSAPs of all sizes, with 67% of all PSAP reporting at least 1 outage (blue dashed line). This is down slightly from last year (68%). The 1% change can be attributed to the 10% decrease in outages for PSAPs serving under 20,000 who dropped from 68% to only 58% reporting an outage. The bulk coming from the 2-4 outage range, which reported 17% less outages this year. n = 447 2016 Stratus Technologies. All Rights Reserved. 24

Inside the Numbers: Outages by Technology n = 424 This chart looks at the technology used to prevent downtime by how many outages the PSAP had. Many things can cause downtime and some outages cannot be prevented. But, as expected, PSAPs who included Fault Tolerant Servers as part of their technology mix had both a higher percentage without outages as well as less incidents in the two higher downtime ranges (5-10 and over 10). 2016 Stratus Technologies. All Rights Reserved. 25

Inside the Numbers: Downtime Duration In addition to the sheer number of outages, it s also important to examine the average length of downtime events. Because if you do go down, it s vital that you recover fast. The results show good news, as downtime lasting more than one hour decreased from 32% to 25%. n = 307 2016 Stratus Technologies. All Rights Reserved. 26

Inside the Numbers: Downtime Duration Virtualization Plans by Outage Duration When we cross tabulate outage outage length length for those for those running or planning to implement virtualization, we see that 55% of running those with or over planning 15 minutes to implement of downtime virtualization, are planning to we employ see that virtualization. 64% of those This with suggests over the 15 minutes thinking of downtime virtualization are as planning a possible to employ solution. virtualization. But, when we This look at those currently running virtualization, there are still 61% is with up downtime considerably events from lasting 55% more last year than and 15 minutes. suggests the This continued 6% increase thinking indicates of virtualization virtualization as alone a solution. is not really But, resolving when the we downtime look at those issue currently and is why running employing virtualization, complementary there high are availability still 62% or with fault downtime tolerant technology is important. events lasting more than 15 minutes. This indicates virtualization alone is not really resolving the downtime issue and is why employing complementary high availability or fault tolerant technologies is important. n = 469 2016 Stratus Technologies. All Rights Reserved. 27

Inside the Numbers: Downtime Duration When comparing the length of application outages to call volume, 25% reported having downtime events over one hour. Additionally, 62% reported having downtime events over 15 minutes. The chart on the next page will give you further detail on the impacts of downtime length as call volume increases. > 15 min > 1 hr. 2016 Stratus Technologies. All Rights Reserved. n = 287 28

Length of System Outage 911 Calls Affected by Downtime Number of 911 Calls Per Year The chart to the right outlines how many 911 calls could potentially be affected during an application outage of various lengths. A relatively short system or application outage can have a major affect on emergency response. Even partial outages, or outages to less critical systems, can impact first responders ability to perform at their best. Calls should always be routed to a secondary location, but even then dispatch could be delayed. 10,000 25,000 50,000 100,000 250,000 500,000 1 Minute 0 0 0-1 0-1 0-1 1 15 Minutes 30 Minutes 0-1 1 2 3 7 14 1 2 3 6 14 29 1 Hour 2 3 6 12 29 57 2016 Stratus Technologies. All Rights Reserved. 29

Disaster Preparedness Plans Does PSAP have formalized disaster recovery / contingency plans in case of a catastrophic outage? n = 433 The final questions centered around disaster preparedness. According to responses, 18% of PSAPs do not have a disaster recovery or contingency plan in place in case of a catastrophic outage. As shown by the chart on the right, those serving over 80,000 have a higher propensity to have formalized plans. 2016 Stratus Technologies. All Rights Reserved. 31

Disaster Preparedness Does PSAP have a standby / backup PSAP location in case of catastrophic outage or natural disaster? n = 461 Twenty percent of PSAPs do not have a backup PSAP location in case of a catastrophic outage or natural disaster. This is only a 3% decrease over last year s report of 23%. When we look at the breakout by population served, we see those serving < 80,001 are below average, and >80,000 are above the average of 80%. Next we look at the trend over the last 4 surveys. 2016 Stratus Technologies. All Rights Reserved. 32

Inside the Numbers: Disaster Preparedness Last year when drilling in we saw unexpected results for this question, so we started looking at the responses over time. We expect more PSAPs to have backup locations as we move forward, not less. But we do see the 2014-15 spikes were an anomaly and have returned to a more plausible range. One theory is that with technologies, consolidation and coverage models, it is less necessary to have a formal standby or back-up location. 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% No Standby/Backup Location by Population by Year 0% Under 20,000 20,001-40,000 40,001-80,000 80,001-200,000 Over 200,000 2012 2013 2014 2016 2016 Stratus Technologies. All Rights Reserved. 33

The Availability Continuum Stratus Always-On Zone Conventional Unmanaged Typical Cloud Service Level Conventional Clusters, VMs Stratus Software Stratus Platform Always on Level 99% 99.9% 99.95% 99.995% 99.999% Downtime / Year 87 hrs. 36 min. 8 hrs. 46 min. 4 hrs. 23 min. 44 min. 5¼ min. Downtime Risk Factor* 87.6 8.77 4.38.73.09 Today s always-on world is more demanding than ever before, leaving traditional approaches to managing uptime falling well short of acceptable protection for your business. While offering great convenience and attractive new economic models, cloud services today leave availability management up to the client with sometimes disastrous results. Alternative availability management technologies deliver a modest level of coverage but require costly centralized storage or specialized staff expertise. Stratus software solutions with proactive support by design, combine to deliver the highest levels of availability while leveraging your existing apps and staff. Stratus platform solutions with proactive support by design, combine to deliver the highest levels of faulttolerance while leveraging your existing apps and staff. * Take your hourly cost of downtime and multiply it by this figure for each level to get your average yearly potential exposure. i.e. If hourly cost of downtime is $1,000 then 99.9% will have a potential exposure of $87,600 2016 Stratus Technologies. All Rights Reserved. 35

The Right Choice for You Platform Solutions Flexible, Compatible, System Enhancing Hardware defined downtime prevention Software Solutions Easy, High Performance, All-in-One Software defined downtime prevention Fully integrated solution hardware, software, service Utilizes standard x86 dedicated servers Traditional environment; Intel Xeonbased servers running Windows, Linux, VMware and OpenVOS environments Virtual environment; embedded KVM hypervisor 2016 Stratus Technologies. All Rights Reserved. 36

Partners in Public Safety Stratus works with leading public safety software providers to ensure that your most critical applications never go down. Our hardware and software solutions require no application code changes and are easy to deploy and manage. Refreshing your data center technology? Upgrading your applications? Ask your CAD vendor or systems integrator to supply Stratus always-on solutions. 2016 Stratus Technologies. All Rights Reserved. 37

Learn More In the Always-On World of E-911, Stratus keeps your critical applications running continuously We prevent downtime, not just simply recover from it. Stratus products, services and people provide worry-free availability, so you can rest easy. As a result, the world's most critical applications rely on Stratus. Learn more about our flexible hardware and software always-on solutions for Public Safety at www.stratus.com/safety Learn more about keeping your PSAP applications running at: www.stratus.com/safety 2016 Stratus Technologies. All Rights Reserved. 38

For more information, contact Stratus Technologies: 1-800-STRATUS (1-800-787-2887) www.stratus.com/contact Specifications and descriptions are summary in nature and subject to change without notice. Stratus and the Stratus logo are registered trademarks of Stratus Technologies Bermuda Ltd. All other trademarks are the property of their respective holders. 2016 Stratus Technologies. All Rights Reserved. 39