Problems with the District of Columbia’s 911 system were well documented and widely publicized through the late 1990s. A 1998 DC Inspector General's report identified a number of shortcomings in 911 system technology, operational procedures, personnel policies, and facilities. A series of news media reports also highlighted problems with the District’s antiquated technology, delays in answering calls, poor coordination between the Metropolitan Police Department (MPDC) and Fire and Emergency Medical Services (FEMS) departments, and other critical aspects of the system. The bottom line: Public confidence in 911 had been seriously eroded to the point that the District was facing nothing short of a public safety crisis.

The July 2001 opening of the Public Safety Communications Center with police and Fire/EMS sharing the dispatch center was a critical step in advancing the District’s emergency communications strategy and realizing the Mayor’s vision for improved service. In addition to leveraging the previous reforms that have been made, this move addressed key issues such as outstanding technology needs, infrastructure shortcomings, and improved coordination among police and Fire/EMS communications personnel.