PEMA 7/11 Intermittent Outage After Action Review (AAR) Stakeholder Survey

PEMA is requesting your feedback on the July 11, 2025 intermittent 911 system outage to better understand its impacts and identify areas for improvement. This survey covers outage notifications, operational challenges, outage communications and lessons learned. This survey is intended to supplement the in-person AAR on 10/7/2025. Your participation at the 10/7/2025 in-person AAR is strongly encouraged. The information you provide here will be used anonymously and aggregated for discussion at the AAR Event and in the AAR report. Your insights are critical to strengthening Pennsylvania’s 911 systems and improving response during future incidents. We appreciate you taking the time to provide feedback
  • 1.1. Full Name
  • 1.2. Email Address
  • 1.3. Phone Number
  • 1.4. Organization/Agency
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  • 2.1. How did you first become aware of the outage on 7/11/2025?
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  • 2.2. NG911 Dashboard
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  • 2.2. How clear and timely were the outage notifications you received?
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  • 2.3. Were the email notifications received during the outage effective?
  • a. Rate the effectiveness of notifications on a scale of 1 (ineffective) to 5 (very effective)?
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  • 2.4. How can notifications for high priority (SIL 1 & 2) events be improved?
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  • 2.5. Was the 911 dashboard a useful tool during the incident?
  • a. Rate the usefulness of the dashboard on a scale of 1 (not useful) to 5 (very useful)
  • b. How can the dashboard be improved to support future impairments?
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  • 2.6. Was there value and consistency of the information sharing on the customer bridge?
  • a. Rate the value and consistency of the customer bridge on a scale of 1 (not valuable and inconsistent) to 5 (very valuable and consistent)
  • b. What are the strengths / positives of the customer bridge during the impairment?
  • c. What improvements can be made to the customer bridge experience for future impairments?
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  • 2.7. Was the WEA, EAS, Social and traditional media messaging effective?
  • a. Rate the effectiveness of the WEA, EAS, Social and traditional media messaging on a scale of 1 (ineffective) to 5 (very effective)
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  • 2.8. Do you have any feedback on the impact of PEMA press releases & PennDOT 511 and socializing PSAP non-emergency numbers?
  • 2.9. Identify positives / areas for improvement related to notifications and messaging during critical events.
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  • 3.1. Describe how this outage affected your call-taking and dispatch operations.
  • 3.2. What were the most significant challenges your PSAP faced during this outage?
  • 3.3. Were there any failures or challenges with backup systems or protocols? If Yes, please provide details.
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  • 3.4. Do you know how many 9-1-1 call attempts were successful vs. failed at your PSAP during the outage? If Yes, please provide details.
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  • 3.5. Were you aware of any inbound 9-1-1 calls being routed elsewhere during the event? If Yes, please provide details.
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  • 3.6. Were callers able to reach administrative / non emergency numbers for your PSAP?
  • 3.7. Do you have call logs for the period of time that the system was disrupted? If Yes, please let us know if you noticed any increase or decrease to the common call counts.
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  • 3.8. Did failover occur as expected?
  • 3.9. Did you activate any contingency measures (public notifications, social media, call forwarding, interagency alerts, first responders staffing station)?
  • 3.10. Were emergency services delayed because of the outage?
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  • 4.1. Did the Root Cause Analysis (RCA) provide sufficient detail to understand the cause, impacts, restoration, and corrective actions for the impairment?
  • a. On a scale from 1 (ineffective) to 5 (effective), please rate the effectiveness of the Redacted Preliminary Root Cause Analysis Report.
  • b. What strengths / positives did you observe in the RCA document?
  • c. What improvements can be made to future RCA documents?
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  • 4.2. Was the document useful in communicating the details of the impairment to stakeholders?
  • a. On a scale from 1 (ineffective) to 5 (effective), please rate the effectiveness of the Preliminary Root Cause Analysis Executive Summary.
  • b. What strengths / positives did you observe in the Executive Summary?
  • c. What enhancements should be considered in Executive Summaries for future impairment events?
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  • 4.3. Did the July 16, 2025 meeting provide sufficient detail to understand the cause, impacts, restoration, and corrective actions for the impairment?
  • a. On a scale from 1 (ineffective) to 5 (effective), please rate the effectiveness of the Preliminary RCA Review Meeting that was conducted on July 16, 2025.
  • b. What are the strengths / positives from the RCA Review meeting Summary?
  • c. What improvements can be made to the future RCA Review meetings?
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  • 4.4. On a scale from 1 (non-transparent) to 5 (transparent), have the communications on the impairment been transparent and open?
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  • 5.1. Describe any strengths or gaps you encountered in communications with external agencies, field responders, or other PSAPs during the outage.
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  • 5.2. How well do you feel your PSAP’s training and exercises prepared you for this event?
  • a. Rate your preparedness on a scale of 1 (not prepared) to 5 (very prepared).
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  • 5.3. Describe any training or preparedness gaps you noticed during the outage response.
  • 5.4. What resources, training, or tools would have improved your response to this outage?
  • 5.5. What aspects of your outage response went well and should be maintained?
  • 5.6. What recommendations would you make to Comtech to improve outage prevention, notification, and resolution?
  • 5.7. What recommendations would you make to PEMA to improve outage notification and communication?
  • 5.8. What recommendations would you make to your PSAP to improve outage response and resilience?
  • 5.9. Any additional comments, observations, or lessons learned.
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