Ariola questions advance notice of system update to partner agencies
Ariola asks whether NYPD, EMS, and FDNY were notified about the update. Barbera confirms changes go through the Change Advisory Board with all agencies. Gelobter clarifies this was assessed as low risk and did not require executive-level approval from all agencies, which Ariola questions.
The second question is, did you know that you were getting an update for your system?
How long before did you know?
And were the appropriate agencies like EMS, NYPD, and the FDNY notified that there would be an update and possibly a glitch could happen?
Because I know it happens on my own phone when I update.
Thank you for those questions.
Sorry, I'm making sure I'm capturing them all.
I remember them.
Don't worry, I'll repeat.
Okay.
So I think the first one is the call taker, what we call tap on the shoulder, was surfaced at 6 a.m.
And the ticket wasn't filed until 6.40 a.m.
That's not to say there wasn't diagnostic happening in that background, right?
And so the call taker surfaced it to their supervisor, who then also reached out to the support floor tech.
And so that's when they started looking at things around hardware, things that are around position.
So because the ticket wasn't filed doesn't mean that people weren't already looking at and trying to diagnose the issues.
I don't know if you want to speak to the time distinction between 6 and 640?
Besides that.
Elizabeth, if you want to explain what our call takers were flagging at six, just add a little more context.
Absolutely.
And thank you for your question.
So at 6 a.m., as the CTO mentioned, that was the tap on the shoulder moment.
And at that point, the techs reported right to the floor position to triage the issue in real time.
When they returned to their station, they put the ticket in the system.
That is the correct protocol to try to resolve the issue immediately upon notification and then put in the ticket.
Our call takers.
Did report around 6 a.m.
That they were not, they did not, they were unable to hear the alarm calls and they had 311 transferring some calls to 911 to receive service.
So that was the first question, I think.
Yes.
The gap between the notice and the ticket.
How long before the update did you know it was coming?
How long did you know?
The update goes through a process.
I will let you see Barbara speak with the timeline of it.
But Motorola does have to follow a change management process where they complete tickets, different kinds of tickets, to...
to make sure that a rollout is documented and we know what's about to happen.
But when did OTI know?