The San Diego Police Department’s Communications Division has implemented NICE Inform Elite to automate metrics tracking, QA reviews, and incident reconstruction.
Aiming to improve services to citizens and partner agencies, the police department is working on its digital transformation strategy that will enhance data management, evidence request overtime, and backlogs elimination.
The San Diego Police Department’s Communications Division is the public safety answering point for all police, fire, and emergency medical services (EMS) calls for San Diego, handling almost 1.5 million calls for service, including half million emergency calls and 911 texts.
Roxanne Cahill, Police Dispatch Administrator for the San Diego Police Department Communications Center, said: “Essentially, our division is the nerve center of the San Diego Police Department. We are the first contact citizens have when requesting help. Additionally, since we capture every communication, we also perform the vital work of fulfilling 911 evidence requests for investigations and court.”
“NICE is helping us provide better service to everyone we support – from citizens to justice partners. Using NICE Inform Elite, we’ve stepped up our 911 quality assurance and performance metrics tracking to provide better service to callers while speeding the delivery of 911 audio reproductions and eliminating related overtime and backlogs.”
By automating QA, supervisors target specific calls for manual reviews, such as high priority calls that present risk of injury or death.