Usability Success Story
Effectiveness and Usability
Using Verint Public Safety Solutions for improving the effectiveness of PSAPs and first responders
A public safety communications center located in a major Midwest US city is staffed by 24 full-time dispatchers - plus four supervisors - who field about 400,000 calls every year from a population of more than 141,000. This busy PSAP dispatches for the city’s police and fire departments, as well as a dozen volunteer fire departments and the sheriff’s department in the county that it serves, and uses Impact 360 for Public Safety to record all of its telephone and radio transmissions.
The center’s Communications Manager notes that he has used many public safety recording solutions throughout his career and finds Impact 360 for Public Safety particularly easy to use. He cites several instances where this ease of use has been especially important:
- When providing recordings for use in legal proceedings, the PSAP has to detail how calls are captured, stored, and handled, so that courts are assured that recordings have not been altered. Impact 360 for Public Safety handles all of these functions, making it easier to demonstrate that recordings have not been tampered with.
- The city’s fire department asks for recordings of radio transmissions to assess how it handles large fires so that it can better train fire fighters and other personnel. With Impact 360 for Public Safety, the PSAP can quickly and easily “burn” recordings onto CDs and hand them off to the fire department for its own performance initiatives.
- The Communications Manager uses Impact 360 recordings to engage dispatchers in improving their own performance. By giving dispatchers a full day of their radio transmissions on CD, they can listen to their own interactions and evaluate the job they’ve done. This has proven to be an especially easy and effective way to improve performance.
The center’s Emergency Communications Manager also notes that Impact 360 provides immediate access to call recordings, enabling dispatchers and supervisors to rapidly determine if calls contained any critical information that they initially missed. This positions the center’s staff to provide more complete and accurate information to police, fire fighters, and other first responders en route to the scene. According the Emergency Communications Manager, Impact 360 doesn’t just make his life easier – it helps both dispatchers and first responders perform more effectively.