City of Detroit 911 to Implement NICE Inform Elite to Improve Service to Citizens and Communities

NICE (Nasdaq: NICE) today announced that the City of Detroit (Michigan) 911 communications center will be deploying NICE Inform Elite to digitally transform processes around tracking performance metrics, performing quality assurance reviews, and reconstructing incidents. Through this transformation, the 911 center expects to improve productivity, enhance staff performance and satisfaction and provide better service to citizens and communities. Detroit is the largest city in the state of Michigan and the 27^th most populous U.S. city with over 639,000 residents.

NICE Inform Elite features Intelligence Center dashboards with dozens of real-time metrics that offer instant visibility into what's happening in the 911 center, and why. Metrics can be viewed on an overall 911 center level, or by individual telecommunicator, the agency served (police, fire, EMS) or incident priority or type. The solution automatically consolidates data from various 911 center systems into meaningful metrics which are presented on intuitive dashboards. Managers can drill through metrics to the underlying 911 incident recordings for context.

Art Thompson, Chief Information Officer, City of Detroit, said, “With over a million 911 calls received annually, our call volume is on par with the top 10 US cities. Citizens call us during their most vulnerable moments. We want to do everything we can to take 911 to the next level. NICE’s performance metric capabilities are going to help us hold ourselves accountable. We’re also looking to NICE’s solutions to help us better self-reflect and support our front-line telecommunicators, so they can be successful in their careers. We plan to use the dashboards to better understand the types of calls telecommunicators are taking, and their impact, so we can further enhance staff performance and satisfaction and the level of service we provide to citizens.”

Chris Wooten, Executive Vice President, NICE, said, “As a single system of record that sits at the center of the 911 data ecosystem, our NICE Inform Elite solution brings all incident-related data together from multiple systems to give 911 centers a single view of the truth and automate incident reconstructions and Quality Assurance. We give 911 managers the operational intelligence and free up the time they need to provide targeted training and coaching to telecommunicators, improve incident response and keep communities safer.”