Philadelphia Selects NICE NG 9-1-1 Technology for New 9-1-1 Center
Thursday, June 17, 2021 | Comments

The city of Philadelphia selected NICE Inform Elite to enhance emergency communications for its new 9-1-1 center slated to open in 2022.

NICE’s next-generation 9-1-1 (NG 9-1-1)-ready technology will enable the center to improve operational performance by streamlining auditing of 9-1-1 calls for quality assurance and by eliminating manual processes involved in reconstructing incidents. The implementation of NICE Inform Elite is part of a larger, multi-year initiative by the city to upgrade its 9-1-1 infrastructure and technology to enhance emergency communications and better serve the citizens of Philadelphia. The newly-renovated Philadelphia Public Safety Building will consolidate 9-1-1 communications for the Philadelphia Police Department and Philadelphia Fire Department under one roof.

As the busiest public-safety answering point (PSAP) in Pennsylvania, the city of Philadelphia’s primary Police Communications PSAP currently receives about 3 million 9-1-1 calls annually, one-third of all 9-1-1 calls statewide. The ability to accurately record these communications and reconstruct incidents is essential to daily police and fire operations. Communications recording and incident reconstruction are vital to quality assurance and improvement (QA/QI), training, investigations, court cases and citizen Freedom of Information Act (FOIA) requests. NICE Inform Elite eliminates time-consuming manual processes involved in reconstructing incidents and auditing calls for quality assurance purposes.

“We need to reconstruct incidents for about a third of the 9-1-1 calls we take, for evidence and court cases,” said Kelly N. Collins, IT director for 9-1-1 administration and 9-1-1 coordinator for the Office of Deputy Chief Information Officer (CIO) for Public Safety, Office of Innovation and Technology, Philadelphia. “Additionally, the state of Pennsylvania requires that we audit at least 2% of our calls for quality assurance, along with any catastrophic incidents. Today, we have to go to different systems to pull this incident data together. We want our 9-1-1 centers to have the latest technology available to streamline operations. We’re looking forward to using NICE Inform Elite to automate our incident reconstructions and QA so we can save time and improve the quality of our interactions with first responders and the public.”

Since the city is currently laying the foundation for NG 9-1-1, it was also looking for a solution that was next-generation capable.

“NICE is pleased to support our long-time customer, the city of Philadelphia, in this initiative to upgrade and enhance the city’s emergency communications infrastructure to better serve the citizens of Philadelphia,” said Chris Wooten, executive vice president, NICE. “In addition to being NENA i3-compliant and next-gen ready, NICE Inform Elite addresses many of the practical challenges PSAPs face every day around automating manual processes and freeing up supervisors, so they can focus more time on improving PSAP performance, and coaching and mentoring telecommunicators to increase the speed and quality of service to citizens.”

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