Voices of first responders - identifying public safety communication problems: findings from user-centered interviews, phase 1, volume 1

Abstract

The public safety community is in the process of transitioning from the use of land mobile radios (LMR) to a technology ecosystem including a variety of broadband data sharing platforms. Successful deployment and adoption of new communication technology relies on efficient and effective user interfaces based on a clear understanding of first responder needs, requirements and contexts of use. This project employs a two-phased data collection approach for an in-depth look at the population of first responders, along with their work environment, their tasks, and their communication needs. This report documents the data collection of Phase 1 and the resulting data analysis. Phase 1, the qualitative component, focuses on interviews with approximately 200 first responders (law enforcement, fire fighters, emergency medical services, communications/dispatch) across the country. The results include user needs and requirements expressed by first responders. These needs and requirements have been organized into five categories of technology opportunities. Further analysis identified six user-centered design guidelines for technology development. Finally, the importance the role of trust plays in first responders' adoption and use of communication technology is presented.

Voices of first responders - examining public safety communication problems and requested functionality:

“…Through both rounds of data collection, nearly 200 first responders were interviewed, representing 13 states in eight FEMA regions. The first round of interviews of Phase 1 was documented in, "Voices of First Responders -Identifying Public Safety Communication Problems: Findings from User-Centered Interviews, Phase 1, Volume 1" [1]. This report, Phase 1, Volume 2, includes data from both rounds of interviews.…”

“…Phase 1, Volume 1 reported on the overall qualitative analysis methodology and the research results from the first round of data collection (FY2017) [1]. Given that most of the interview questions focused on understanding first responders' characteristics, their tasks and contexts of use, the Phase 1, Volume 1 report focused on those areas.…”

“…In addition, one interview question specifically asked first responders to think outside the box and describe their technology wish list: "pie in the sky here-if technology could do whatever you wanted it to, what would you want?" Thus Volume 1 also included brief descriptions of problems and new functionality requests expressed by first responders (see Phase 1, Volume 1, Appendix D: User-Identified Technology Opportunities and Needs) [1].…”

“…A key finding of Volume 1 is that first responders do not want technology for technology's sake [1]. What first responders want is improved technology to address their problems and requested functionality.…”

“…Given the large quantity and variety of first responder-identified technology problems and functionality requests expressed in the interview data, a comprehensive analysis further characterizing those data was required. The qualitative analysis and refinement of the thousands of functionality requests, requirements, and problems with communication technology explicitly voiced by first responders throughout the course of the in-depth interviews is reported here, as a follow-up to Phase 1, Volume 1 [1]. This Volume 2 report includes data from the entire in-depth interview dataset (both FY2017 and FY2018).…”