Deschutes County’s 911 service district will likely add towers and other features around Bend to upgrade its new digital radio system, which hasn’t been performing to expectations for more than a year.

The upgrades, which still must be approved by county officials, were discussed at a lengthy meeting of the chiefs of Deschutes 911’s various fire and police agencies on Tuesday at district headquarters. All three members of the Deschutes County Commission — which oversees district administration — attended the meeting, which stretched far longer than any other recent one. One day later, during a county study session Wednesday, the commissioners called the meeting a success and pushed district leaders to work as fast as possible.

“I believe that the system is basically stable and operating within the manufacturer’s recommendations,” said Joe Blaschka of the county’s consultant ADCOMM Engineering. “It may not yet be providing the coverage that all of the users want, but the coverage is what you’re going to get from the sites you have up today.”

Deschutes 911’s new radio system has caused problems for users since it went live in July 2017. The $5 million Harris Corp. system is currently used by all Deschutes County police agencies and none of the fire agencies.

The district started planning for a digital upgrade around six years ago. Initial estimates ran upward of $25 million for a digital system.

In 2015, the district hired Steve Reinke as director and shortly afterward, the project accelerated when the state approached with an offer to partner on a statewide police radio project. This option cut the project cost considerably.

The ribbon was cut on the system last summer, and right away, officers reported issues with audio quality, missed calls and poor coverage inside buildings.

A majority of those complaints originated in Bend, which is hillier and larger than other cities along the state’s major highways, where communication towers are located. Bend also has lots of big concrete and steel buildings.

Reinke quit his position in April, telling The Bulletin he was retiring. And this month, the district brought in administrative consultant Rick Allen to coordinate on behalf of the county commission.

The district’s first priority now, Allen said Wednesday, is getting a third radio tower operating in Bend. A temporary tower is currently working out of a trailer on Overturf Butte with plans for a permanent location moving through the permitting process.

Commissioner Phil Henderson encouraged district representatives several times on Wednesday to work as fast as possible.

“It would be faster to build a house up there,” said Henderson, a builder himself.

Another priority for district and county officials is to write rules concerning the district’s desired coverage level.

Consultant Blaschka said it’s rare for an agency like Deschutes County to not have policies in place when it undertakes this kind of technological upgrade.

“We clearly haven’t done a good job discussing defined expectations,” he said.

The communication industry measures audio quality on a scale of 1 to 5. The contract between Harris and Deschutes County specifies the district will get a “Delivered Audio Quality” of 3 out of a possible 5. Harris officials have said many of the radio issues experienced by Bend Police are to be expected given the product the county purchased.

District officials now say adding radio sites around Bend should help get coverage to a level of 3.4. Allen estimated one to three sites are needed, and would cost between $500,000 and $750,000 each.

Smaller, cheaper equipment like repeaters will also be needed, Allen said. But before it’s known for sure which improvements are needed, Harris must supply updated coverage maps and further testing must be performed locally.

The analog-to-digital transition is more complicated than many people understand, Allen said.

“Digital is different. It’s finicky. It’s picky. It even sounds different — it takes some getting used to,” he said. “We’ll probably have to change a little how we operate.”

Allen said after speaking with the district’s fire chiefs, he’s recommending delaying the date fire agencies move to the new system from fall until probably spring.

Bend Police chief Jim Porter told The Bulletin on Wednesday his officers still lodge around 30 complaints per week.

This month, Reinke was hired as executive director of the newly formed Spokane Integrated Communications Center Public Authority.

— Reporter: 541-383-0325, gandrews@bendbulletin.com