Real World Case Studies

The Cyber Incident Response Case Studies for Emergency Communications Centers (ECCs)/Public Safety Answering Points (PSAPs) Suite highlights best practices from ECCs and PSAPs responding to real-world cyber incidents. The documents provide actionable tips to help ECCs and PSAPs prepare for and respond to cyber incidents. 

• Artificial Intelligence in Emergency Communications Centers (ECCs) (.pdf, 2.74 MB)
  (SAFECOM/National Council of Statewide Interoperability Coordinators (NCSWIC)) Provides insight on how AI is being integrated into ECCs to address staffing shortages, budget constraints, and increased work demands. Before integrating any AI capabilities, ECC operators should verify that their intended use of AI complies with all legal and policy requirements applicable to their ECC.
• Cyber Incident Response to PSAPs: A State’s Perspective(.pdf, 259.7 KB)
  (SAFECOM/NCSWIC) Provides insight to state-level responses to a cyber incident at a PSAP and shares their lessons learned from these responses.
• Malware Attacks: Lessons Learned from an ECC (.pdf, 286.6 KB)
  (SAFECOM/NCSWIC) Highlights the experience of a local ECC with a malware attack, which impacted their computer-aided dispatch (CAD) system, and lessons learned from this event.
• Telephony Denial of Service (TDoS) Attacks: Lessons Learned from a PSAP (.pdf, 257.2 KB)
  (SAFECOM/NCSWIC) Highlights a local PSAP’s experience with a multi-year TDoS attack and the actions they took to protect their center.