DC's 9-1-1 center is part of the Office Unified Communications (OUC). But, I sit here thinking how it should be reacronymed to OUCH. Residents, visitors and people who work in our nation's Capitol call them on the worst days of their lives.
To understand the story, you have to read Dave Statter's article (linked below) and watch the videos that are referenced there. He's been doing the heavy lifting on this story for some time now. And, he proposes a comprehensive external audit to help find the way forward.