NICE announced that the City of Cincinnati Emergency Communications Center (ECC) has implemented NICE Inform Elite, one of the solutions in NICE?s Evidencentral platform, to digitally transform and automate processes around tracking performance metrics and performing targeted quality assurance reviews. Through this transformation, NICE is helping the Cincinnati ECC improve operations while also supporting them in their mission to provide exceptional service. As a combined 911/311 center, the ECC serves the Cincinnati metro area, handling approximately 750,000 emergency and non-emergency calls annually, with non-emergency 311 calls on a trajectory to double over the next year.

NICE Inform Elite provides the Cincinnati ECC with a single solution for capturing and analyzing ECC data, and automated solutions for data analysis and performance metrics reporting, as well as quality assuring emergency and non-emergency calls. NICE Inform Elite?s intelligence center dashboards provide instant visibility into what?s performing and what isn?t in the center with dozens of real-time dashboards and metrics focused on call handling and response. Administrative staff can also create their own custom dashboards with no technical expertise required.

For example, the Center has been able to gain insight into how its use of ASAP-to-PSAP (a national service which streamlines exchange of alarm information between monitoring stations and emergency dispatch), has helped to reduce 911 call volume and improve PSAP operations. A separate dashboard was also created to analyze how often and effectively police officers were using self-service tools, in lieu of calling 911 operators to communicate basic information. The ECC will also rely on NICE Inform Elite to continuously improve call handling for non-emergency and emergency calls.

NICE Inform Elite enables automated quality assurance of calls based on CAD incident type. The ECC plans to use NICE Inform Elite to conduct quality assurance reviews of high-risk calls, such as cardiac arrests, and to ensure proper transfer of calls to the 988 Suicide and Crisis Lifeline. With the addition of screen recording, operational support staff are able to review what telecommunicators said, heard and did during the call, and troubleshoot system issues and human factors which impact call handling.