NICE News Special Edition - Volume 2, Issue 10

	JIM PARK UPDATE SECURING THE EIFFEL TOWER TRAINING BREAK: SCENARIO REPLAY WIN AN IPOD: ENTER OUR CONTEST KANSAS CITY MISSOURI PUBLIC SAFETY TELECOMMUNICATOR OF THE YEAR: JUDI REEVES MASSACHUSETTS BAY TRANSPORTATION AUTHORITY NICE IN THE NEWS "ALL IN ORDER" INTELLIGENT SECURITY CYCLE WHITE PAPER STRATHCLYDE POLICE PUBLIC SAFETY RESOURCE CENTER NICE EVENTS




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KANSAS CITY MISSOURI’S PUBLIC SAFETY DEPARTMENTS SELECT NICE TO BOOST WORKFLOW EFFICIENCY AND QUALITY

The City of Kansas City Missouri’s Police and Fire Departments will be implementing a NICE interaction capture and analysis solution to improve workflow efficiency and quality in their 9-1-1 center. The solution will include the NiceLog® capture platform, NICE Scenario Replay™, and NiceUniverse® for quality assurance.

The Kansas City Police Department is the primary PSAP for Kansas City, Missouri, handling more than a quarter of a million police, fire and EMS 9-1-1 calls a year. As the custodian of records, the Department also fields requests for audio recordings used in investigations and court proceedings. Rick Brisbin, Communications Manager for the Kansas City Police Department, expects the NICE solution to substantially improve the Department’s workflow efficiency in this area.

“With our old VHS recording system, if we received a subpoena or request from an investigator for a 9-1-1 recording or radio transmission, it would be rigorous to go back and create those tapes,” said Brisbin. “NICE is a much more user friendly application. It’s relatively simple to build a scenario. It’s a much more efficient solution for us, and it meets our users’ needs exceeding well.”

The Kansas City Police Department, which recently undertook a major departmental Efficiency Study, will leverage other NICE capabilities to further boost workflow efficiency. “Like other sizable city police departments, the Kansas City Police Department has thousands of employees spread out among multiple locations,” said Brisbin. “In the past, if Department personnel wanted to listen to a recorded 9-1-1 call or radio transmission, they’d have to make a trip to our communications center to do so. With our new NICE solution, they’ll be able to review calls remotely from their desktops, so there’s an obvious workflow improvement there.” Using the NICE system, recorded scenarios can also be emailed as .wav files to internal Kansas City Police units, such as homicide or internal affairs.

The Kansas City Police Department is also intently focused on providing excellent customer service to the citizens of Kansas City, Missouri, and the NICE solution with NiceUniverse will be central to helping the Department achieve this goal. Brisbin elaborates: “We’re a big operation, and we process a lot of 9-1-1 calls. We want to be the best we can be. The only way to accomplish that is through a proactive quality assurance program that ensures our call-takers and dispatchers are consistently meeting the needs of our citizens.”

Using the old recording system, Brisbin says the Department’s approach to quality assurance was random and haphazard at best. “With NICE, we’ll be able to listen to a host of calls to make sure policies and procedures are being followed,” he said. “If we discover by listening to the calls that something is missing, or that we can do something better, we’ll be able to tweak our policies and procedures and fold that into our training program.”

When the NICE solution is installed, it will record all of the 9-1-1 positions and administrative lines in the Kansas City Police Department’s communications center, as well as talkgroups on the Department’s M/A-COM EDACS® radio network – a system that the Police and Fire Department share with several other Kansas City public service agencies. Initially, only police and fire talkgroups will be recorded, but Brisbin says that NICE’s ability to accommodate future growth in capturing radio interactions was another deciding factor in the Department’s selection of NICE. “NICE came to the table with a very unique, modular approach that’s going to give us the flexibility we need to grow the system long-term,” he said.

For more information on the Kansas City Missouri Police Department, please visit www.kcpd.org.

Learn more about NICE’s public safety solutions at
www.nice.com/solutions/public/index.php.