The City of Detroit 911 communications center will deploy NICE Inform Elite, a Multiple Award Winner in the Annual ‘ASTORS’ Homeland Security Awards Program, to digitally transform processes around tracking performance metrics, performing quality assurance reviews, and reconstructing incidents.
Through this transformation, the 911 center expects to improve productivity, enhance staff performance and satisfaction and provide better service to citizens and communities.
Staffed by 30 highly trained licensed Public Safety Emergency Medical Technicians and Medical First Responders, the Detroit 911 Center operates 24 hours a day, 365 days of the year, serving 639,000 city residents within a 143 square mile area, and responding to over a million police, fire and emergency medical calls from the public annually.
“With over a million 911 calls received annually, our call volume is on par with the top 10 US cities,” explains Art Thompson, Chief Information Officer, City of Detroit.
“Citizens call us during their most vulnerable moments. We want to do everything we can to take 911 to the next level.”
“NICE’s performance metric capabilities are going to help us hold ourselves accountable.”
“We’re also looking to NICE’s solutions to help us better self-reflect and support our front-line telecommunicators, so they can be successful in their careers.”
“We plan to use the dashboards to better understand the types of calls telecommunicators are taking, and their impact, so we can further enhance staff performance and satisfaction and the level of service we provide to citizens.”
(Is your staff spending hours and hours manually compiling data from various systems to prepare reports on PSAP performance metrics? Are you still relying on time-consuming, error-prone spreadsheets? Are you still lacking the insight needed to drive real operational improvements in your emergency communication center? See how the NICE Inform Intelligence Center can liberate your organization from these problems and can uncover hidden issues before they get out of hand. Courtesy of NICE and YouTube.)
NICE Inform Elite features Intelligence Center dashboards with dozens of real-time metrics that offer instant visibility into what’s happening in the 911 center, and why.
Metrics can be viewed on an overall 911 center level, or by individual telecommunicator, the agency served (police, fire, EMS), or incident priority or type.
The solution automatically consolidates data from various 911 center systems into meaningful metrics which are presented on intuitive dashboards, which allow managers to drill through metrics to determine the underlying 911 incident recordings for context.
“As a single system of record that sits at the center of the 911 data ecosystem, our NICE Inform Elite solution brings all incident-related data together from multiple systems to give 911 centers a single view of the truth and automate incident reconstructions and Quality Assurance,” says Chris Wooten, Executive Vice President, NICE.
“We give 911 managers the operational intelligence and free up the time they need to provide targeted training and coaching to telecommunicators, improve incident response and keep communities safer.”
The Detroit 911 center, which currently partners with an outside agency to randomly quality check calls, will also use NICE Inform Elite technology to take a more proactive approach to 911 Quality Assurance (QA).
When metrics reveal calls where telecommunicators need additional assistance, managers will be able to assign these calls for QA review directly through the dashboard. Additionally, the center will focus more heavily on reviewing medical calls, thanks to NICE Inform Elite’s ability to use computer-aided dispatch (CAD) incident data to automatically pull specific types of high-priority calls for quality assurance review.
When a full review of incidents is necessary, NICE Inform Elite can also streamline incident reconstruction, by automatically pulling 911, dispatch, and first responder radio communications and associated CAD incident data into a timeline view, so managers are able to synchronously replay incidents exactly as they happened.
“We run pretty lean for a 911 center,” Mr. Thompson further explained. “Anywhere we can improve processes by having technology assist and cut down on man-hours is monumental.”
“With our current technology, we have to go into multiple systems to retrieve recordings and understand what happened.”
“By migrating to NICE, we’ll be able to capture everything in one system for a complete picture, which will significantly cut down on time spent investigating incidents and help us answer questions faster. NICE Inform Elite checks all the boxes for us.”
To learn more about NICE Inform Elite, please visit www.nicepublicsafety.com/nice-inform.
With over 3,000 customers and 30 years’ experience, NICE Public Safety delivers end-to-end digital transformation, improved collaboration, efficiency and cost-savings to all types of public safety and criminal justice agencies, from emergency communications centers and police departments to prosecutors and courts.
The company’s Evidencentral platform (which includes NICE Inform, as well as NICE Investigate, and E-Request, each a 2021 ‘ASTORS’ Homeland Security Award Winner, and NICE Justice) features an ecosystem of integrated technologies that bring data together to improve incident response, accelerate investigations, streamline evidence sharing and disclosure, and keep communities and citizens safer.
American Security Today’s Annual ‘ASTORS’ Awards is the preeminent U.S. Homeland Security Awards Program, and now entering its Seventh Year, continues to recognize industry leaders of Physical and Border Security, Cybersecurity, Emergency Preparedness – Management and Response, Law Enforcement, First Responders, as well as federal, state and municipal government agencies in the acknowledgment of their outstanding efforts to Keep our Nation Secure.
NICE Public Safety (First of Two)
Best 911 Recording & Analytics
E-Request from NICE is a new cloud-based solution in the Evidencentral platform that supports timely disclosure of 911 audio evidence through automation.
As disclosure laws mandate stricter deadlines for reproducing and sharing 911 audio recordings and other evidence, agencies across the public safety and criminal justice continuum are struggling to keep up with requests using current manual processes.
E-Request digitally transforms how emergency communications centers (ECCs) receive and process 911 audio evidence requests and share incident information with district attorneys, police investigators, and other key stakeholders.
NICE’s e-Request works with NICE’s existing recording solution (NICE Inform) to address this challenge, by ensuring timely disclosure of 911 audio evidence through automation.
(Law enforcement leaders are under more pressure than ever coming from every possible direction demanding greater transparency – to questions and complaints over police response and incident handling. The key to getting answers to questions lies in getting control of your data. NICE Investigate brings all of your data together in one place so you can get operational insights and answers to questions fast. Courtesy of Nice Public Safety and YouTube.)
NICE Public Safety (Second of Two)
Best Investigation/ Surveillance/Detection
Today, police departments have a “big data” problem, and crime solving hinges on digital evidence.
But there’s so much data coming from so many silos that it’s becoming increasingly difficult for investigators to ingest it, correlate it and absorb the relevant facts of a case.
The NICE Investigate Digital Investigation and Digital Evidence Management Software (DEMS) Solution which automates the entire digital investigation and evidence management process, helping investigators close more cases faster.
(Explore the challenges law enforcement investigators face every day, and the many ways that NICE Investigate, one of the solutions in the Evidencentral cloud-based, open, end-to-end digital transformation platform, can help. Courtesy of Nice Public Safety and YouTube.)
*NICE has now been recognized with Multiple Awards in all Six of the Annual ‘ASTORS’ Homeland Security Awards.
The Annual ‘ASTORS’ Awards highlight the most cutting-edge and forward-thinking security solutions coming onto the market today, to ensure our readers have the information they need to stay ahead of the competition and keep our Nation safe – one facility, street, and city at a time.
The United States was forever changed 20 years ago on September 11th, and we were fortunate to have many of those who responded to those horrific tragedies join us at the 2021 ‘ASTORS’ Awards Luncheon.
In the days that followed 9/11, the critical needs of protecting our country catapulted us into new and innovative ways to secure our homeland – which is how many of the agencies and enterprise organizations that are today ‘ASTORS’ Awards Champions, came into being.
Our keynote speaker featured a moving and informative address from TSA Administrator and Vice-Admiral of the United States Coast Guard (Ret), David Pekoske; to our attendees who traveled from across the United States and abroad, on the strategic priorities of the 64,000 member TSA workforce in securing the transportation system, enabling safe, and in many cases, contactless travel.
Legendary Police Commissioner William Bratton of the New York Police Department, the Boston Police Department, and former Chief of the Los Angeles Police Department was also live at the event, meeting with attendees and signing copies of his latest work ‘The Profession: A Memoir of Community, Race, and the Arc of Policing in America,’ courtesy of the generosity of our 2021 ‘ASTORS’ Awards Premier Sponsors.
The 2021 ‘ASTORS’ Awards Program was Proudly Sponsored by AMAROK, Fortior Solutions and SIMS Software, along with Returning Premier Sponsors ATI Systems, Attivo Networks, Automatic Systems, and Reed Exhibitions.
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(See just a few highlights of American Security Today’s 2021 ‘ASTORS’ Awards Presentation Luncheon at ISC East. Courtesy of My Pristine Images and Vimeo.)
To learn more about ‘ASTORS’ Homeland Security Award Winners solutions, be on the lookout for the 2021 ‘ASTORS’ CHAMPIONS Edition Fully Interactive Magazine – the Best Products of 2021 ‘A Year in Review’.
The Annual CHAMPIONS edition includes a review of Annual ‘ASTORS’ Award Winning products and programs, highlighting key details on many of the winning firm’s products and services, including video interviews and more.
It will serve as your Go-To Source throughout the year for ‘The Best of 2021 Products and Services‘ endorsed by American Security Today, and can satisfy your agency’s and/or organization’s most pressing Homeland Security and Public Safety needs.
From Physical Security (Access Control, Critical Infrastructure, Perimeter Protection, and Video Surveillance Cameras and Video Management Systems), to IT Security (Cybersecurity, Encryption, Data Storage, Anti-Malware and Networking Security – Just to name a few), the 2021 ‘ASTORS’ CHAMPIONS EDITION will have what you need to Detect, Delay, Respond to, and Mitigate today’s real-time threats in our constantly evolving security landscape.
It will also include featured guest editorial pieces from some of the security industry’s most respected leaders, and recognized firms in the 2021 ‘ASTORS’ Awards Program.
For a complete list of 2021 ‘ASTORS’ Award Winners, begin HERE.
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