De La Rosa asks about 311 failover alerts and detection

So one of the questions that we asked of OTI when we were doing the 911 hearing was if there were any

redundancies or failover procedures, if something is failing, like live, like something is failing and someone like for the 911 outage, it wasn't.

Clear that something was failing until some of the 911 dispatchers began to notice things that were happening that were out of the ordinary.

So can you walk us through what that looks like for the 311?

Yeah, sure.

Thank you for the framing of that.

So we do have a number of alerts and flags that are designed from a system perspective, right?

So it's built into our operating systems are alerts, and then there's systems that do monitor just for alerts.

So that's a necessary requirement, somewhat of a standard requirement.

But we also have built in over the years tools that will alert us if something were to happen.

Our telecom platform is very robust.

It operates very well, but things can happen.

We have built in, I'll give just a simple example.

If a call has not been received for X minutes, there's going to be a trigger and an alert and an email generated to one of our 24-7 operating people.

So during the course of a day,

know if that were to happen, it would be very quickly detected simply

Because there's a lot of calls during the day.

But we also tweak it so even on the overnight when there may be gaps in calls because not a lot of people are calling, if we go for a certain period of time, minutes, there is a trigger and an email report and it goes to a live person to be able to say, now what do we do?

The city has a very structured process that OTI oversees.

I mentioned before the citywide service desk.

That's the first step.

Open up a ticket.

Let's get everyone involved.

Let's start to understand what it is.

But the identification of that is something we have built in over the years.

Okay.