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News
Evaluating Emergency Calls: Tools for Dispatcher Effectiveness
Public safety communications centers that record calls for compliance shouldn't overlook the usefulness of those recordings in evaluating dispatcher performance. That's a lesson learned from the call center industry, where recording and evaluation is widespread.
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Rogers Approves New HigherGround 9-1-1 Recording Solution.
The City Council of Rogers, Arkansas weighed the cost of upgrading their 911 system against that of continued maintenance. The following are excerpts from a NWAnews.com article dated September 7, 2009.
By Tom Treweek
The city's 911 system is nearing its last days. It is old in technological terms. If the city keeps it, a maintenance fee comes due. "We could spend $12,000 to maintain a system whose hardware has gone past its life," said Information Technology Director Rufus Ramey. The alternative being presented to the Rogers City Council on Tuesday is a $57,495 contract with Commercial Electronics Corp., of San Antonio for a new 911 system. But the council isn't being asked to simply compare $12,000 with $57,000. There's also the issue of maintenance to consider. The new equipment includes an annual maintenance cost that is only about two-thirds the current cost.
Ramey, Mayor Steve Womack, Police Chief Steve Hamilton, Fire Chief Tom Jenkins and Treasurer Jerry Hudlow reviewed Commercial Electronics' product. Upgrading from the current system, even from a top-of-the-line model would come with some new perks. Ramey noted its capacity for integration with voice-over and video-over Internet protocols. It will also have benefits in court.
"It's extremely easy to create the entire call scenario, put it on evidence grade media and distribute it to the appropriate personnel," Ramey said. Because the city must have 911 service, Ramey plans to have the new system operational before taking the current one off-line. "The date we are looking for is probably about six weeks out," Ramey said. The city's current 911 maintenance contract ends in October, and Ramey wants to have the new system installed before it expires.
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