Illinois County Selects NICE Intelligence Platform for Consolidated 9-1-1 Center
Monday, October 26, 2020 | Comments

NICE announced that the Cook County Sheriff’s Police 911 Center, a consolidated 911 center serving Cook County, Illinois, will be deploying the NICE Inform Intelligence Center and other advanced NICE Inform capabilities to digitally transform processes around tracking performance metrics and performing quality assurance reviews.

Through the transformation, the county expects to achieve time savings and improve levels of service for member agencies, communities, state’s attorneys and other stakeholders. Cook County is the second largest county in the United States, with a population of more than 5 million.

As a consolidated center, the Cook County Sheriff’s Police 911 Center takes approximately 150,000 911 calls a year (550,000 in total including non-emergency calls) and provides dispatching services for 13 other public-safety agencies. With consolidation now legally mandated in Illinois for any 9-1-1 center serving populations under 25,000, the center has grown dramatically, continuing to add member agencies and more than doubling dispatchers in the past six years. The center’s highly skilled dispatchers also handle calls regarding incidents and maintenance issues on the Metra rail system, the third largest rail system in the United States, used by more than 300,000 commuters each day.

“As we’ve grown, our challenges have become amplified,” said Martin Bennett, executive director for the 9-1-1 Center and Cook County Emergency Telephone System Board (ETSB). “We have more dispatchers, taking more types of calls, supporting more member agencies and more evidentiary requests coming from the court system. With all of these added complexities, we need access to timely data that can tell us what happened and how we can perform better. Today, all of this data resides in different systems, so finding it and piecing it together can consume enormous resources. The NICE Inform Intelligence Center, along with other advanced capabilities of NICE Inform, give us everything we need, all in one solution, to proactively address these challenges.”

Leveraging NICE Inform Intelligence Center’s incident intelligence dashboards and other advanced NICE Inform capabilities, the Cook County Sheriff’s Police 911 Center will digitally transform processes around:
• Tracking performance metrics to provide insights into where improvements can be made. The NICE Inform Intelligence Center’s dashboards automatically consolidate data from all systems to provide instant visibility into what’s happening, with dozens of real-time metrics including time to answer, time to enter, time to dispatch, time to on-scene and more. Managers can drill down to the dispatcher level and even view metrics for different incident types or individual member agencies. Member agencies will also have access to their own dashboards to view response metrics and heat maps that show what calls are coming from what locations, so they can better understand crime patterns and allocate resources accordingly.
• Automating quality assurance (QA) reviews and proactively addressing small problems before they become big issues. The Cook County Sheriff’s Police 911 Center will use NICE Inform to replace random quality checks with more consistent, automated, data-driven quality assurance reviews to keep up with growing call volumes. For example, using data from the CAD and telephony systems, NICE Inform can automatically pull specific types of calls for supervisors to review.
• Automating incident reconstruction to cut down on resource drain and save time. Freedom of Information Act (FOIA) and state’s attorney requests received by the Cook County Sheriff’s Police 911 Center have almost tripled in recent years. Instead of logging into different systems and databases and spending hours or days pulling data and piecing it together, records custodians will now be able to pull complete incident reconstructions, simply by keying in a CAD incident number.

The Cook County Sheriff’s Police 911 Center, located in Des Plaines, Illinois, serves a population of more than 200,000 residents throughout Cook County and more than 300,000 daily commuters who ride the Metra rail system throughout the six-county area in Illinois and Kenosha County, Wisconsin. It generates approximately 800,000 CAD incidents a year and processes an average of 550,000 calls annually. As a consolidated center, it provides dispatching services for the Cook County State’s Attorney’s Office Investigators and the Berkeley Fire Department. It is also used by the following Cook County police departments: Berkeley, Blue Island, Cook County Sheriff's Office & Police, Cook County Forest Preserve, Harvey, Hometown, Indian Head Park, Lyons, Merrionette Park, Metra, Palos Park and Phoenix. Several more departments have already signed on to join the consolidated center in 2021.

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