Get it Right Every Time with Targeted QA/QI

Quality Assurance and Improvement (QA/QI) is essential to telecommunicator success. When problems are left unchecked, frustration and turnover can bubble over. Still, with limited resources and budgets, making QA a priority is challenging. Manual QA processes only make the problem worse.

If you’re still doing QA the manual and random way, and not focusing on risky incidents or performance patterns, you’re missing out on opportunities for improvement. After all, you can’t improve things you don’t know about in the first place.

Our automated and targeted QA solutions help you get to the truth faster. You can instantly see where telecommunicators are struggling, and get more reviews done in less time. Focus QA on what matters most, and provide faster, meaningful feedback. So your telecommunicators are happier in their work, and perform their best.

Benefits

Double QA Productivity
Automated scheduling of incidents using CAD data saves time
Expand QA Coverage
Review EMD, police and fire call taking, radio dispatch and administrative calls 
Targeted QA Evaluation
Rapidly identify, diagnose and resolve critical issues
Understand What Happened & Why
Get complete picture with synchronized audio, operator screens, text, multimedia and maps
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NICE’s Evidencentral platform for Public Safety & Justice agencies revolutionizes the way data is managed, from the time an incident happens, until cases are successfully closed and prosecuted.
“We use NICE’s Automated Quality Assurance as a training to ensure our dispatchers have good, timely feedback so that they can continue to grow and support citizens.”
Elora Forshee
Director Sedgwick County Division of Emergency Communications Wichita, Kansas
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Datasheets

NICE Inform Evaluator Quality Assurance

Consistent, ongoing quality assurance (QA) is vital to every emergency communications center (ECC). NICE Inform Evaluator helps ECCs ensure that telecommunicators are following proper protocols and providing the best possible service to callers. It combines automated, rules-based QA call selection with a form builder for creating customized evaluation forms for call review and scoring. Results of evaluations are automatically tabulated and can be used to pinpoint coaching and training gaps, while also improving feedback and employee retention.

Webinars

9-1-1 Quality Assurance Training Day Class with Denise Amber Lee Foundation

Does your Quality Assurance (QA) program need a boost? In this on-demand 911 QA Training Class, jointly hosted by NICE and the Denise Amber Lee Foundation, we share best practices to help you get the most out of your QA/QI program.

White Papers

eBook: 5 Ways to Improve PSAP Staff Performance

Running a Public Safety Answering Point isn’t easy. Problems can come at you from every direction. Take 911 turnover, for example. Your telecommunicators are the very heart of your 911 center, but the revolving door is working against you. Supportive supervision and perceived recognition are two key factors in predicting employee commitment. But as a manager, you can’t allocate time to provide individualized supportive supervision if you’re too busy doing other things. And you also can’t provide effective support if you don’t know where your telecommunicators are struggling in the first place. In this eBook we show you 5 ways to address these challenges to improve performance in your PSAP.

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NICE’s Evidencentral platform for Public Safety & Justice agencies revolutionizes the way data is managed, from the time an incident happens, until cases are successfully closed and prosecuted.