​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​​Operator Performance Management​​

​​Improving your PSAPs performance and productivity

As the first point of contact in an emergency situation, Public Safety Answering Point (PSAP) operators have a tremendous responsibility. It's their job to get accurate information and dispatch it accordingly in extreme situations. Optimal performance is a must. And with NG9-1-1 / NG112 implementation, this has become even more complex.  

Ensuring PSAP optimal performance

NICE's operator performance management solution monitors performance, and identifies knowledge gaps and training opportunities, so that your PSAP continually improves. As the new skills and knowledge necessary for text-to-9-1-1 and, ultimately, NG9-1-1 / NG112 are integrated, quality assurance becomes more important than ever. Working in conjunction with NICE Inform, for incident info​rmation management our performance management solution includes:  ​

  • Comprehensive evaluations - both for specific and random incidents, addressing the entire incident handling process, including: phone and radio calls, screen, text, video and other related multimedia
  • Support for industry standards - CALEA (US), APCO Project 33 (US), NENA/APCO QA/QI standards, and the National Call Handling standards (UK)​
  • Identification of skill and knowledge gaps - via complete incident information, analyzing all aspects of PSAP performance​
  • ​Mitigation of risk and liability -​ both by improving performance and monitoring compliance to protocol​


​Designed from the bottom up for PSAPs

Our performance management and quality assurance solution was specifically designed to address the needs of the PSAP. As one of the leading experts in public​ safety and an active participant in the industry's transition to NG9-1-1 / NG112, we understand the needs of your PSAP and the challenges that lie ahead. NICE Inform QA helps you maintain and improve your operator's performance with​ PSAP-specific tools that address the complete QA process.

Accurate and objective​

NICE Inform QA allows you to select specific incidents for evaluation, as well as automatically and randomly selecting calls for review. With all relevant data, communications, actions and multimedia included in the evaluation, QA is performed on the entirety of an incident, down to individual keystrokes. Managers can access reports on individuals or on team performance, and measure them against identified KPIs. Moreover, operators are directly involved in the process - reviewing and commenting on the data - ensuring fairness and giving your personnel confidence in the evaluations.​


With NICE Inform Evaluator, we’re able to set our own parameters and guidelines for what we’ll be looking for, based on our call taking and dispatch policies and procedures.
Kathi Yost, C.M.C.P.
Director of Communications
Harris County (TX) Sheriff’s Office

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