2 Easy Ways to Double Your 9-1-1 Quality Assurance Productivity

Sometimes it’s the simplest things that can make the biggest differences in our daily lives.

Take the modern convenience of on-line bill pay. Who remembers when writing paper checks was the norm? Write checks. Stuff them in envelopes. Apply stamps. Trek to the post office. What a nightmare!

Now, it’s practically unheard of to pay bills this way. Online banking is a simple convenience that we all take for granted – but just imagine the time it saves! No more going back and forth between paper checks and stacks of bills. The time we’re not wasting manually writing checks and running to the post office is now time that we can spend doing other things.

Or course, this same principle applies to other daily undertakings. We’re always looking for ways to be more efficient in our busy work lives as well.

I can think of few environments busier than a 9-1-1 center, and all the work that goes into not only handling calls, but reviewing them as well. An estimated 240 million calls are made to 9-1-1 in the U.S. each year. And the new standard for Quality Assurance and Quality Improvement for PSAPs (APCO/NENA ANS recommends that a minimum of 2% of these calls be randomly reviewed. Even at just 2%, it’s a huge number of calls – close to half a million.

So how does that translate for your 9-1-1 center?

Let’s say your PSAP is on the smaller side and handles 150,000 9-1-1 calls annually. That’s still 3,000 calls that need to be reviewed, roughly 60 a week. Now let’s say it takes 30 minutes on average for an evaluator to pull up a call, listen to it, and complete a quality evaluation. At 60 calls, that’s 30 hours a week!

And of course, the more calls your PSAP takes, the greater the time that needs to be allocated. For example, one city in North Carolina with a population just shy of a half-million puts the number of 9-1-1 calls at 860,000 a year. So that PSAP would need to set aside about 165 hours to QA calls each week. That’s no small number.

Now, what if you could cut that time in half?

It’s not a hypothetical question. You actually can!

NICE gives you two easy ways to streamline your 9-1-1 Quality Assurance process and double your productivity. First, using NICE Inform Evaluator, PSAPs can schedule 2% of calls to be randomly selected for evaluation so your Quality Assurance Evaluators (QAEs) don’t have to waste time manually hunting and pecking for them. Just set your schedule and calls are automatically recorded and can be scored using NICE Inform Evaluator’s customizable forms. It’s that simple.

If your PSAP uses protocol-driven software, like Priority Dispatch’s AQUA, NICE also has a solution for you.Recently, we announced that NICE Inform is now integrated with Priority Dispatch’s AQUA Evolution. Priority Dispatch’s AQUA is a powerful software solution that guides telecommunicators through protocol-driven responses for police, fire and EMS calls. The software also includes case review tools for quality-checking calls. By integrating Inform and AQUA, NICE is able to help evaluators reduce QA review time by 50%, because calls can now be queried and automatically pulled up right from the AQUA Evolution interface. Evaluators don’t have to waste valuable time toggling back and forth from one system to another.

3-call_audio_playback_within_aqua-v2.jpg“While they are going through the evaluation form to check on whether the operator complied with the correct process, they can listen to the call that was recorded in the NICE system at the same time,” said Botz. It saves a lot of time and it simplifies the process because the QAE doesn’t have to work in two interfaces. It’s a whole lot easier and straightforward.”

Botz demonstrated the integrated solution recently at the IAED Navigator Conference in Washington (DC) and at the NENA Conference in Orlando (FL).

“The reception has been great,” Botz added. “Every Priority Dispatch customer who I talked to wanted it.”

Botz says if you’re already an AQUA ProQA customer that also has NICE Inform, you can add the new capability at the nominal cost.

“It’s not terribly expensive and yet there’s so much value added by not having to navigate two systems to do evaluations,” he explained. “It’s really worth it.”


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