Commissioners press Hexagon on delays and open tickets for countywide dispatch upgrade

Washoe County commissioners probed representatives of Hexagon and county technology staff on Feb. 10 about delays, open-ticket trends and disputed cost figures related to the HxGN Unified Computer-Aided Dispatch and Records Management Suite implementation.

Hexagon and county staff said the multi-jurisdictional contract (entered in September 2023) initially targeted a go-live in 2025 but missed accelerated timelines. The vendor representative said testing was in a final phase, a 90-day user training period would follow, and the project is being targeted for a fall 2026 go-live with a 90-day reliability window after cutover. "We were unsuccessful in doing that," the Hexagon representative told the board, referring to the earlier target dates.

Earlier public commenter Thomas Daley had raised a figure of about $1.9 million in cost overruns and multiple missed deadlines. Commissioners asked the vendor to clarify whether that specific number was accurate. The Hexagon representative said change orders to date account for less than 2% of the contract value and that some unplanned agency-incurred expenses are under discussion for remediation between parties.

Commissioners pressed Hexagon on operational metrics: open tickets historically ranged in the hundreds per month, and the board requested a clearer breakdown between enhancement requests, go‑live critical tickets and active blockers. Commissioner Garcia and others asked for contingency plans, a "plan B" and more frequent status updates to the board. Commissioner Clark asked for a meeting between Hexagon staff and the county fire chief to address the chief's public-safety concerns.

No formal contractual action was taken at the meeting. County staff said they would schedule regular updates to the board and work with Hexagon to accelerate resolution of go-live critical items.