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Boston Police Department Selects NICE Solutions to Bolster Efficiency, Service and Next Generation 9-1-1 Readiness

Date: 2017-06-15
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The first police department in the U.S. is now redefining what it means to be a technology leader

NICE has announced that the Boston Police Department will be deploying the full suite of NICE Inform solutions for quality assurance, multimedia incident reconstruction, and IP telephony and radio recording. The solutions will be deployed at three sites, including its primary and backup 9-1-1 centers. The new technology will also support Boston's EMS Dispatch Operations, which is co-located with the Police 9-1-1 center.

The NICE solutions anchor on other technology investments that the Boston PD has made as it transitions to an IP-based, interoperable, Next Generation 9-1-1 (NG9-1-1) ready, public safety environment.

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"Our mission is to use innovative strategies and partnerships to protect and serve the citizens of Boston," said Shawn Romanoski, Director of Telecommunications, Boston Police Department. "The work we're doing with NICE to upgrade our 9-1-1 center technology is one way we're accomplishing that. It's also critical to our preparation for Next Generation 9-1-1."

NICE's certified direct integration with the Airbus DS VESTA® VoIP 9-1-1 system means that the Boston PD can reliably capture its IP-based emergency communications. The Boston PD will begin accepting SMS 9-1-1 texts next year, and thanks to the new NICE technology, they'll already be prepared to record and manage these communications as well.

Boosting Efficiency and Quality Assurance

The Boston PD will use NICE Inform Evaluator to ensure that its telecommunicators are following proper protocols and that the systems they rely on are properly supporting them – so they can provide the highest levels of service to Boston's residents and visitors.

Like many police departments, the Boston PD performs QA reviews on telecommunicator calls today, but until now it has been a highly manual and subjective process. With NICE Inform Evaluator, manual call selection will be replaced by automated call selection; and paper-based forms will be replaced by electronic scoring where evaluation results are automatically tabulated, tracked and shared.

Boston PD also plans to use NICE's screen recording, synchronized with voice recordings, to better understand what happens during calls.

Expediting Records Requests

The Boston PD churns out about 6,000 records requests annually, for district attorneys, detectives, media and private citizens. NICE Inform will eliminate wasted time on duplicate requests. Records will be stored in Inform's electronic incident folders, cross-referenced to computer aided dispatch (CAD) Incident IDs or court case numbers, so there will never be a need to do the same work twice.

NICE is working with its partner Business Electronics (BEI) to deploy the NICE solutions at the Boston PD.

More information about Boston PD: see: www.boston.gov/departments/police and http://bpdnews.com/emergency-9-1-1

More information about NICE see: www.nice.com.

- Corporate News/9-1-1magazine.com (via NICE, 6/12/17)

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