Beyond the Launch: 911 Customer Success and Implementation Podcast

Episode 14: Turning 911 Innovation into Real-World Impact at Scale -Michael Chime, CEO of Prepared

Episode 14: Turning 911 Innovation into Real-World Impact at Scale What does it actually take to modernize 911, the system most Americans assume is already cutting-edge, but isn't? In this episode of Beyond the Launch, host Ivan Whitaker sits down with Michael Chime, co-founder and CEO of Prepared by Axon, to unpack how a college side project sparked by a childhood brush with an active shooter event grew into AI-powered technology now supporting over 1,000 public safety agencies across 49 states and on track to touch more than 50 million 911 calls in 2026. Michael shares the raw, personal story behind Prepared's founding: leaving Yale as a Thiel Fellow, the awkward conversation with his mom about dropping out, and the moment he first walked into a 911 center expecting cutting-edge technology and found the opposite. From there, the conversation goes deep into the real work of driving 911 innovation, why public safety technology lags behind other industries, what separates agencies that successfully adopt new tools from those that stall out, and how AI can fill capability gaps (like real-time language translation and call quality assurance) without replacing the humans doing the hardest job in the room. Listeners will also hear Michael's perspective on the 2025 Axon acquisition of Prepared, what it means for the future of emergency communications, how Prepared's integration with Carbyne is shaping a more modern, cloud-based infrastructure for dispatch centers, and his direct advice for a brand-new 911 director trying to figure out where to even start with new technology. Whether you're a 911 director, dispatcher, emergency manager, public safety technology vendor, or startup founder building in a mission-critical space, this episode offers a candid look at what it takes to scale innovation responsibly in one of the most high-stakes environments in the country. In this episode: * Michael Chime's personal journey from Thiel Fellow to CEO of Prepared by Axon * Why 911 technology has historically lagged behind other industries * How Prepared's AI synthesizes call audio, video, text, and real-time translation * Inside the 2025 Axon–Prepared acquisition and what it means for public safety tech * How AI can fill gaps and reduce burden for 911 dispatchers without replacing them * Framework for evaluating and implementing new 911 technology, center by center * The future of 911 infrastructure: cloud migration, Carbyne integration, and the Axon ecosystem * Practical advice for new 911 directors navigating a crowded technology landscape Keywords: 911 innovation, emergency communications technology, Prepared by Axon, Michael Chime, AI in 911 dispatch, public safety technology, 911 dispatch center technology, emergency management technology, Axon acquisition, Carbyne, 911 director advice, public safety AI, dispatch center innovation, Beyond the Launch podcast

Episode 13: Right Care, Right Time: Redefining 911 Response with Shanel Fields, CEO of MD Ally

How can 911 systems deliver better patient outcomes while reducing unnecessary transports and easing strain on emergency services? In Episode 13 of Beyond the Launch, host Ivan Whitaker sits down with Shanel Fields, CEO of MD Ally, to explore how virtual care, alternative response models, and healthcare innovation are transforming the future of emergency response. As public safety agencies face increasing call volumes, workforce challenges, and growing demands on healthcare systems, many are looking beyond traditional dispatch-and-transport models. Shanel shares how MD Ally is helping agencies connect callers with the right level of care at the right time through integrated virtual care solutions that improve operational efficiency, support first responders, and enhance patient outcomes. Throughout the conversation, Shanel discusses the challenges of implementing alternative care pathways, strategies for building trust among frontline personnel, and the critical role customer success plays in ensuring long-term program adoption. She also shares insights into the future of Mobile Integrated Healthcare (MIH), Community Paramedicine, telehealth, and the evolving relationship between healthcare and public safety. Whether you're a 911 leader, emergency communications professional, EMS executive, healthcare innovator, community paramedicine advocate, or public safety decision-maker, this episode offers valuable insights into what it takes to successfully operationalize modern care delivery models. KEY TOPICS COVERED 🔹 Alternative response models in 911 systems 🔹 Virtual care and telehealth integration 🔹 Mobile Integrated Healthcare (MIH) programs 🔹 Community paramedicine initiatives 🔹 Customer success and program adoption strategies 🔹 Public safety and healthcare collaboration 🔹 Improving patient outcomes through innovative care pathways 🔹 Reducing unnecessary ambulance transports and emergency department utilization 🔹 The future of emergency response and healthcare innovation ABOUT SHANEL FIELDS Shanel Fields is the CEO of MD Ally and a recognized leader in healthcare innovation, public safety transformation, and Mobile Integrated Healthcare. She is dedicated to advancing patient-centered care by connecting emergency response systems with virtual care solutions that help agencies deliver better outcomes while optimizing resources and improving community health. 🎧 Listen now and discover how agencies across the country are redefining success in emergency response by ensuring the right care is delivered at the right time. #BeyondTheLaunch #ShanelFields #MDAlly #Podcast #911Response #PublicSafety #EMS #EmergencyCommunications #HealthcareInnovation #VirtualCare #Telehealth #MobileIntegratedHealthcare #MIH #CommunityParamedicine #PatientOutcomes #FirstResponders #EmergencyManagement #HealthcareLeadership #PublicSafetyLeadership #EmergencyMedicine #AlternativeResponse #911Communications #CareCoordination #Innovation #DigitalHealth #HealthcareTechnology #PopulationHealth #EmergencyDispatch #RightCareRightTime

Episode 12: Driving Adoption of Technology in 9-1-1 | Trusting AI and Overcoming Skepticism

How can 9-1-1 agencies embrace disruptive technology while maintaining trust, reliability, and operational excellence? In Episode 12 of the Beyond the Launch Podcast, host Ivan Whitaker sits down with Reinhard Ekl, COO and Co-Founder of Hyper, to explore the future of technology adoption in emergency communications and public safety. With decades of experience spanning EMS, public safety technology, RapidSOS, RapidDeploy, and innovative startup leadership, Reinhard shares valuable insights into what it takes to successfully introduce new technology into mission-critical 911 environments. The conversation challenges the common misconception that 911 centers are resistant to change. Instead, Reinhard explains why public safety agencies are often eager to adopt new solutions when they clearly improve outcomes, enhance operations, and support telecommunicators in their daily work. The episode also dives into one of the most pressing issues facing emergency communications centers today: staffing shortages. Reinhard discusses how artificial intelligence (AI) can serve as a force multiplier for dispatch centers—not by replacing call takers and dispatchers, but by reducing workload, streamlining processes, and allowing personnel to focus on high-priority incidents and critical decision-making. In this episode, you'll learn: * Why 911 agencies are more innovative than many people realize * How AI can help address staffing and retention challenges in emergency communications * Strategies for building trust in new public safety technologies * The role of human expertise in an AI-assisted future * Lessons learned from implementing technology in mission-critical environments * What the future of Next Generation 911 (NG911) may look like Whether you're a 911 professional, emergency communications leader, public safety executive, technology innovator, or anyone interested in the future of emergency response, this episode offers practical insights on driving change while maintaining trust and reliability. Key Topics: 911 Technology, Public Safety Innovation, AI in Emergency Communications, NG911, Telecommunicator Staffing, Dispatch Technology, Emergency Response, Public Safety Leadership, Hyper, RapidSOS, RapidDeploy, Public Safety Technology Adoption. 🎧 Listen now to discover how technology, trust, and innovation are shaping the future of 9-1-1.

Episode 11: Driving Adoption and Measurable Success in 911 Technology, AI, and Workforce Management

Episode 11: Stephen McDonnell on AI, Workforce Management, and the Future of 911 Operations In Episode 11 of Beyond the Launch, host Ivan Whitaker sits down with Stephen McDonnell, President and CEO of WilMac Technologies, to discuss how artificial intelligence, workforce management, and technology adoption are reshaping the future of emergency communications. With more than 30 years of experience supporting Public Safety Answering Points (PSAPs) across the United States and Canada, WilMac Technologies is helping 911 centers modernize scheduling, forecasting, staffing, and telecommunicator wellness through innovative workforce management solutions and AI-powered tools. During this conversation, Stephen shares insights on: * The challenges PSAPs face with staffing and scheduling * Why many 911 centers still rely on spreadsheets for workforce management * How AI is improving forecasting, staffing stability, and operational efficiency * The importance of telecommunicator wellness and burnout prevention * Building successful partnerships between public safety agencies and technology providers * Overcoming barriers to technology adoption in emergency communications * The future of AI in 911 centers and public safety operations Whether you're a 911 Director, PSAP leader, emergency communications professional, dispatcher, telecommunicator, public safety executive, or technology innovator, this episode delivers valuable insights into the evolving landscape of public safety technology. Listen now to learn how AI-driven workforce management solutions are helping agencies improve staffing, support employee wellness, enhance operational readiness, and better serve their communities. Keywords: Public Safety, 911, PSAP, Emergency Communications, Dispatch, Telecommunicator, Workforce Management, AI in Public Safety, Artificial Intelligence, Public Safety Technology, Emergency Management, Staffing, Forecasting, Telecommunicator Wellness, NENA, APCO, Leadership, Innovation, WilMac Technologies, Stephen McDonnell, Beyond the Launch Podcast.

How to Measure Implementation Success: Beyond NPS, Adoption, and Customer Satisfaction

What does a great implementation actually look like and how do you measure it? In this episode, Ivan Whitaker reflects on his first experience leading an implementation organization and the pivotal question that transformed his approach to customer success: How do we know we're providing great implementations? After discovering that many organizations struggle to define and measure implementation success, Ivan shares how his team developed a framework that moved beyond traditional customer satisfaction metrics and focused on measurable outcomes, time-to-value, product adoption, and long-term customer success. Drawing from real-world public safety technology deployments, Ivan explains how implementation teams can use simulations, scenario-based training, and operational readiness exercises to improve user confidence, increase adoption rates, and create smoother go-live experiences. He discusses how one strategic change led to a 15% improvement in tool usage and accuracy, reinforcing the importance of preparation and change management. The conversation also explores the role of customer success leaders, implementation managers, and executives in creating accountability, measuring impact, and ensuring implementation strategies align with organizational mission and vision. Ivan challenges leaders to rethink how they evaluate implementation performance and asks whether their teams can clearly define what success looks like after go-live. Whether you work in SaaS, GovTech, public safety technology, software implementation, customer success, or organizational leadership, this episode offers actionable insights on building implementation programs that drive adoption, deliver value, and create lasting customer outcomes. Topics include: * Customer success and implementation leadership * Measuring implementation success * Time-to-value strategies * Product adoption and product stickiness * Change management and organizational readiness * Go-live planning and simulations * User training and adoption metrics * SaaS implementation best practices * Executive leadership and accountability * Aligning implementations with company mission and vision