Services · Public Safety Support
Public Safety Technology Support Services For public safety organizations and the technology providers that serve them.
PA NextGen supports Pennsylvania public safety organizations directly, and provides support services to a national public safety technology provider: field support, IT fulfillment of hardware and software, and 24x7 field services dispatch, delivered with our field services partner.
The engagement
Pennsylvania support services for a national public safety technology provider
The provider brings the technology. PA NextGen provides the support services on the ground in Pennsylvania, with our field services partner’s technicians doing the on-site work.
A platform still runs on equipment
The provider’s technology depends on physical equipment at each customer site: network and telephony equipment, power and backup systems, and out-of-band devices.
Remote support needs local hands
Remote engineers can diagnose a problem, but device resets, cabling checks and hardware replacement happen on-site, at the rack.
Critical sites cannot wait
A site that is down or degraded needs a technician on-site within a defined response window, day or night.
What we deliver
Support services
Support across the life of the provider’s deployments in Pennsylvania, from the first site visit to ongoing support.
PA NextGen: scoping, partner selection, master scheduling, coordination, reporting and single point of accountability. Field services partner: technicians, help desk, staging and integration centers, Pro AV specialists and on-site delivery.
Site surveys
Site contacts and access procedures, documentation of the technology at each location, photos, and an inventory of existing site infrastructure.
IT fulfillment
Hardware and software sourced through distribution, with delivery coordinated ahead of staging and installation.
Staging and configuration
Network and communications equipment received, inventoried, staged, configured and tested before it ships to the site.
Installation and cutover
Installation of staged equipment at each site, connectivity and integration checks, and after-hours go-live cutover.
24x7 help desk and field services dispatch
Around-the-clock dispatch coordination, with technicians assigned by location and skill set and priority-based on-site response.
On-site break/fix
Smart-hands support: device resets, cabling validation and hardware replacement under the direction of the provider’s remote engineers. Technicians stay until the site is released.
Proactive maintenance visits
Scheduled site visits for inspection, validation, preventive maintenance, cabling review, and power and UPS checks.
Documentation and reporting
Dispatch reports, ticket closure notes, maintenance reports and service activity reporting.
Delivered to the provider’s design
Work performed to the provider’s hardware specifications, configuration documentation and remote engineering direction.
Ecosystem partner selection
How we close the gap
Identify the gap
A national public safety technology provider had the technology but no field services organization in Pennsylvania to install, maintain and repair it at its customer sites.
Select the partner
PA NextGen brought in a national distribution and field services partner with Pennsylvania technician coverage, a 24/7 service desk, configuration and integration centers, and multi-site deployment experience.
Align the model
The provider, the field services partner and PA NextGen agreed on the dispatch workflow, escalation path, priority levels and on-site response windows.
Deliver and stay accountable
IT fulfillment of hardware and software, recurring site support, proactive maintenance visits and 24x7 on-demand dispatch, with PA NextGen as the single point of accountability for the support services.
One support model
The same support services, beyond public safety
The support model behind this engagement is not limited to one provider. Public agencies, counties, education, enterprises and technology companies that need technology deployed and supported in Pennsylvania can use the same support services.
Where it applies
Multi-site technology rollouts
Equipment surveyed, sourced, staged and installed across many locations on one schedule.
Network and communications equipment
Switching, telephony, wireless, power and backup equipment deployed and kept running.
End-user devices
Computers, displays and peripherals fulfilled, configured and supported on-site.
Critical facilities
Operations centers, data rooms and around-the-clock sites that need on-site response day or night.
See Field Services & Pro AV for how the model works for any technology deployment.
For public safety organizations
Advisory, field services and support for public safety
PA NextGen brings advisory, field services and support to Pennsylvania public safety organizations: IT advisory, procurement navigation, cybersecurity, telecom and networking, and field support delivered with our field services partner.
Need technology supported in Pennsylvania? Talk to PA NextGen.