Digital Dispatch Management in Practice: Concept Overview

In modern security technology and property protection services, automated, digitally traceable interventions are becoming increasingly important.

The concept of dispatch management addresses this need: its goal is to enable dispatchers to efficiently initiate a response, monitor its progress, and allow response teams to document events in real time and electronically. The resulting report is not only suitable for internal use but can also be easily forwarded to the client.

INTEGRATED OPERATION WITH THE MONITORINGBOOK PRO REMOTE MONITORING SOFTWARE

Dispatch management is integrated into the intervention worksheet of the existing MONITORINGBOOK PRO remote monitoring platform. The dispatcher can initiate an event based on the preconfigured response parameters and assigned tasks for the client. Response teams and the response report can be predefined, with multiple users assigned to each team, who log into the system when starting their shifts.
A response can be initiated from a given intervention worksheet or even as a so-called manual event, without a prior alarm. Each intervention involves one response task, but the dispatcher can assign multiple teams to the same intervention.

RESPONSE PROCESS AND DOCUMENTATION

The response process consists of three main phases:

• Departure

• Arrival on site

• Departure from site

The system automatically records these events with timestamps and location data. The response personnel handle documentation through RAPTOR, a dedicated application accessible via both web browsers and mobile devices. In the app, users can attach photos, fill out forms, and validate reports with electronic signatures on-site.

Form fields cover, among others:

• recording client and site data,

• identifying individuals present,

• results of site inspections,

• on-site observations,

• documentation of measures taken,

• and confirmation of report delivery.

The report is created in electronic format, and the software logs any changes or status updates.

THE ROLE AND PERMISSIONS OF THE DISPATCHER

The dispatcher can monitor every detail of the response in real time and, if necessary, take over the documentation process (for example, if the responding officer dictates the data by phone). The dispatcher decides whether the editing rights of the report belong to a particular response unit or to themselves. They also initiate the email notification to the client once the intervention is completed.

AUTOMATED ALERTS AND MULTI-USER COORDINATION

If a responder fails to acknowledge a task within the allotted time (by default within one minute), an automatic alert is triggered for the dispatcher. Each response team can only view and handle one active task at a time. New instructions can only be acted upon after the previous task has been closed. The dispatcher can flexibly reassign a task to another team if needed.

DIGITAL STORAGE AND REPORTING

Each partner is allocated a secure storage space where attachments, such as photos, are stored and linked to the response report. These files are retained for a specified period before being automatically deleted. Documents can be exported, for example, in Excel format, and filtered by client, response, or intervention.
Attachments are not included in the PDF version of the report; however, their existence and attachment history remain traceable within the system.

SUMMARY

The new dispatch management system significantly improves the transparency, speed, and traceability of responses. Data flow between dispatchers, response teams, and clients is automated, real-time, and searchable. Electronic reporting, automated alert logic, and the integrated mobile application ensure that every intervention is carried out professionally, transparently, and fully documented—making it an essential part of modern remote monitoring services.