Cincinnati Emergency Communication Center Leverages NICE Inform Elite for Digital Transformation to Improve Operations
NICE Inform Elite unlocks the truth from incident data and helps the center improve
PSAP operations with automated performance metrics tracking and quality assurance
NICE Inform Elite provides the Cincinnati ECC with a single solution for capturing and analyzing ECC data, and automated solutions for data analysis and performance metrics reporting, as well as quality assuring emergency and non-emergency calls. NICE Inform Elite’s intelligence center dashboards provide instant visibility into what’s performing and what isn’t in the center with dozens of real-time dashboards and metrics focused on call handling and response. Administrative staff can also create their own custom dashboards with no technical expertise required.
“We have a lot of data in our center but it’s not easily viewable and digestible,” added Vedra. “With NICE Inform Elite, instead of waiting months or weeks for reports, in a very short amount of time, I was able to dive in and immediately start creating custom dashboards myself.”
For example, the Center has been able to gain insight into how its use of ASAP-to-PSAP (a national service which streamlines exchange of alarm information between monitoring stations and emergency dispatch), has helped to reduce 911 call volume and improve PSAP operations. "Using NICE Inform Elite, we were able to create a dashboard to track the number and types of alarm incidents we were getting through ASAP-to-PSAP (versus traditional 911 calls), and their ultimate disposition,” said Vedra. A separate dashboard was also created to analyze how often and effectively police officers were using self-service tools, in lieu of calling 911 operators to communicate basic information.
"We've had ASAP-to-PSAP for a few years now, but we've never really been able to analyze whether we achieved a return on our investment,” said Vedra. “Using NICE Inform Elite, we were able to create a dashboard to track the number of alarm incidents we were getting through ASAP-to-PSAP, versus traditional 911 calls.” The ECC was also able to quantify and track the types of alarm calls, and their ultimate disposition (false alarms or true emergencies). Vedra also created a separate dashboard to analyze how often and effectively police officers were using self-service tools, in lieu of calling 911 operators to communicate basic information.
The ECC will also rely on NICE Inform Elite to continuously improve call handling for non-emergency and emergency calls. NICE Inform Elite enables automated quality assurance of calls based on CAD incident type. The ECC plans to use NICE Inform Elite to conduct quality assurance reviews of high-risk calls, such as cardiac arrests, and to ensure proper transfer of calls to the 988 Suicide and Crisis Lifeline. With the addition of screen recording, operational support staff are able to review what telecommunicators said, heard and did during the call, and troubleshoot system issues and human factors which impact call handling.
To learn more about NICE’s digital transformation solutions for Emergency Communications Centers, visit the NICE website by clicking here or email PSInfo@NICE.com for more information.
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With over 3,000 customers and 30 years of experience, NICE helps all types of public safety and criminal justice agencies, from emergency communications and law enforcement to prosecutors and courts, digitally transform how they manage digital evidence and data from beginning to end, to get to the truth faster. NICE’s Evidencentral Platform features an ecosystem of integrated technologies that bring data together to give a single view of the truth, enabling public safety and justice agencies to do what they do better – whether it’s responding to incidents, investigating and building cases, or prosecuting crimes. With comprehensive digital transformation solutions that can be deployed across entire counties and states, NICE also helps everyone work better together, so justice flows more smoothly, from incident to court. https://www.nicepublicsafety.com
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