The Harris County Sheriff’s Office (HCSO), the largest sheriff’s office in Texas and the third largest in the United States, receives 12,000 records requests annually, from courts, district attorneys, defense attorneys, detectives, media and private citizens. The responsibility for churning out all these records falls on six audio records custodians. The HCSO’s old methods of reproducing audio recordings onto CDs and accompanying documentation on paper, was very time consuming and costly, and caused frequent backlogs.
By leveraging NICE Inform for electronic evidence delivery, the HCSO has been able to reduce turnaround times significantly, from 3 to 6 weeks to 10 to 15 days. Thanks to NICE Inform Evaluator, the center also now has a more systematic and objective process for quality assuring calls, and is paving a path to improved performance.