San Francisco DEM Chooses NICE to Transform its 911 Communications

The San Francisco Department of Emergency Management (DEM) has chosen NICE Inform Elite to enhance its 911 communication and incident management capabilities.

As one of the busiest dispatch centres in the U.S., handling over a million calls annually, San Francisco DEM, a NICE customer since 2006, will upgrade to this advanced solution to improve service efficiency.

NICE Inform Elite will provide a unified platform for capturing and analysing various types of 911 communications, such as calls, texts, radio traffic, and CAD data, while automating Quality Assurance (QA) reviews and fulfilling FOIA requests.

Michelle Geddes, Chief Information Officer, San Francisco Department of Emergency Management, said, “For DEM to provide the best possible emergency services to San Francisco, we need to excel in how quickly and effectively we respond.

NICE is going to enable us to support first responders during an emergency response swiftly and accurately. NICE also helps DEM partner agencies in the criminal justice process who rely on us for incident reproductions and evidence.”

This integration streamlines the QA process, allowing managers to focus on staff training and support, and it automates evidence retrieval for over 15,000 requests annually, saving time for the records management team.

This solution aims to improve performance and provide deeper insights into incident data, helping the department continue to meet its response time goals and enhance service to the public.

Chris Wooten, Executive Vice President, NICE, said, “NICE is excited to build on our nearly two-decade-long relationship with the San Francisco Department of Emergency Management with these latest upgrades and enhancements.

We’re committed to supporting the San Francisco DEM in its mission to provide the highest levels of emergency services to all San Franciscans. When 911 calls come in, lives quite literally are on the line. Our solutions unlock the truth from interactions, so 911 centres can get call handling right, every time.

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Author: Hannah Swankie