San Francisco Updates 9-1-1 Center Technology
Tuesday, April 18, 2017 | Comments

The San Francisco Department of Emergency Management (SFDEM) selected NICE solutions for its 9-1-1 center upgrade. The SFDEM 9-1-1 center will improve productivity and effectiveness across the SFDEM’s entire operation with the new technology, a statement said.

The SFDEM’s 9-1-1 call-takers and dispatchers are a critical lifeline between the public and first responders with 3,474 calls coming into the 9-1-1 center each day. The SFDEM is aggressively recruiting telecommunicators to keep pace with the workload while looking for other ways to bolster telcommunicator efficiency and effectiveness.

“Our telecommunicators perform difficult and life-saving work every day,” said Mitch Sutton, SFDEM chief information officer (CIO). “Here at the SFDEM there has been a big push to process calls more efficiently to get first responders on scene faster. We’re also placing a heightened emphasis on quality assurance to ensure our telecommunicators are handling calls efficiently and according to protocols. NICE Inform is going to help us streamline our quality assurance process and meet our goals.”

The SFDEM also expects to achieve efficiency gains in its records custodians unit. This unit processes close to 25,000 requests for 9-1-1 records annually for district attorneys and other requestors. The technology will streamline the fulfillment of these requests by making it easier to find, retrieve and share audio recordings.

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