Greenup County E911 QA/QI Case Study

NICE Inform Evaluator in Action at Greenup County E911

Summary:

In 2015, APCO and NENA adopted new national standards for Quality Assurance and Improvement in Public Safety Answering Points (PSAPs).  To fulfill these requirements, Greenup E911 chose NICE Inform Evaluator to streamline their QA/QI processes.  Through their use of Inform Evaluator, Greenup E911 has cut their processing time in half and is able to more accurately and fairly score their 18 dispatchers.

About Greenup E911:

Greenup E911 is in downtown Greenup, Kentucky, and is staffed 24/7 by at least two dispatchers.  The PSAP covers all of Greenup County, spanning about 350 miles.  They offer enhanced 911 service along with phase II cell service.  They currently use the NICE Inform recording solution to log their critical communications (www.greenupe911.com).

Garth Wireman is the Quality Assurance and Training Program Coordinator at Greenup E911.

The Challenge:

When Garth Wireman stepped into the role of Quality Assurance and Training coordinator at his agency, his goal for the QA/QI program was to improve the overall skills and performance of his dispatchers.

Wireman faced a difficult process to score the requisite amount of calls per week.  First, he had to manually select a call from each dispatcher to score.  When he found a call, he had to tally the score for it by hand. As is common in a PSAP, emergencies would sometimes come up that would pull him away from scoring, so sometimes his score tallies would have to be recounted.  When the score was finalized, the scoring sheets were sent to the dispatcher, but the audio for the calls could not be attached.  Although Wireman was able to keep his various scoring sheets organized on his flash drive, he had no way of knowing if his dispatchers had read all his comments and studied their results.

The Solution:

When Wireman enabled his agency’s license to NICE Inform Evaluator, he was eager to transfer all his QA/QI processes to the program.  He found that Evaluator was able to automate and streamline many steps of the QA/QI process that he had previously been struggling through.

First, Evaluator was able to randomly select calls from all his dispatchers, effectively removing any sort of bias that could arise from a human doing the same action.  Evaluator comes pre-programmed with APCO-approved QA/QI questions, so users can quickly grade audio as they listen to it.  If a user wants to add additional questions, that process is quick and simple.

Once Wireman graded his calls, he was able to send the score sheets with the call audio, so the dispatcher could listen and note why they received the score they did.  If the dispatcher has a dispute with their score, they can listen to the full audio and write notes on their score card explaining why their score should be reconsidered; before Evaluator, this process was done via email and conversation, which often led to longer processing times.  Wireman believes this is a key feature of the Evaluator program, because it allows the QA/QI process to be more transparent and effective.

“By using Evaluator, the days of saving score sheets to a flash drive and emailing them was over. The overall functionality of Evaluator versus what I was doing [before] is a thousand times better!”

-Garth Wireman

 

Results:

The effectiveness of Evaluator in this case is unquestionable.  According to APCO standards, every PSAP should evaluate the quality of at least 2% of their calls.  Wireman used to take three or four days to complete the evaluations, depending on how much radio and phone traffic there was.  Now, Wireman can complete the process in a day, or maybe two if there is heavy traffic.  This is over a 50% reduction in QA/QI processing time.  This is particularly notable since Wireman must evaluate all communications relating to an incident.  Evaluator allows him to group together radio communications, 911 calls, and dispatch instructions for one incident and evaluate them together.  He can stay organized and accurate more often and finish his responsibilities in half the time.

Wireman has also had great results working with Applied Digital Solutions for his sales and technical support needs.  Our team is always available to answer questions, offer additional training, and monitor your recording solution so it is always operating optimally.

“The customer service is excellent, and the quality of work exceeds our expectations!  I look forward to a very long working relationship with ADS!”

-Garth Wireman

About Applied Digital Solutions:

Applied Digital Solutions (ADS) was founded in 2005 in Louisville, Kentucky to provide and support call recording software to public safety answering points (PSAPs), law enforcement dispatch centers, and commercial contact centers. Since those early days of digital voice and radio recording, ADS has supported thousands of call centers in the recording of their telephone and radio communications, and within the expanding realm of public safety software and law enforcement software for emergency event recording, reporting and analysis.

ADS takes great pride in delivering the highest quality of service to our customers. As a result, we achieve near 100% client retention and steady growth, and we are now one of the leading independent dealers of contact-recording solutions in North America. We attribute our growth to the dedicated partners and employees who understand the importance of their products and services to ADS customers, and their eagerness to go the extra mile to exceed the needs of our clients.

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