From Deseret News archives:
Provo falls one step short
Before long, the city will have equipment allowing it to trace cell phone calls. The rest of the state will do the same, but Provo has a particular need because of the many college students there who use cell phones as their primary phones.
But the settlement fell short in one important area, and that concerns a timely notification of the public when public-safety problems occur.
This week, the city finally released documents related to Aston's case. Those documents included the results of an investigation the city ordered into its dispatch system by Ogden police. Until now, Provo officials had refused to release these documents because they said the city might have to prepare to defend itself against a lawsuit.
Thanks to dogged reporting, led by reporters at this newspaper, much of what came out in the documents released this week was already known. But it dribbled out piecemeal over several months.
The report did, however, add information about Provo's Communications Center Operations Policy manual, calling it "haphazard and disorganized," which may have contributed to the problems. It also shed light on just how sloppy the dispatchers were. When Aston called 911 on his cell phone and said he thought he was dying, the dispatchers did not take him seriously. They didn't ask his name or verify his address, nor did they note the name of his apartment complex, even though he gave it. At least one dispatcher went as far as to tell emergency workers Aston seemed to be fine.
As a result, emergency crews never located him. Four days later, Aston was found dead in his apartment, from causes that never were determined.
Now that documents have been released, it is clear Provo officials took this tragedy seriously and worked hard to implement changes to make sure it doesn't happen again. They also disciplined the dispatchers involved.
But they risked losing a large measure of public trust by withholding important information for almost a year. A new policy on immediate and honest disclosure would have made the resolution of the Aston case complete.
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