Case Study: Northwest Central Dispatch System and Capture911
Updated: May 23, 2019
By Licia Wolf
The second largest consolidated dispatch center in Illinois, Northwest Central Dispatch System provides 9-1-1 services for several communities in northwest Chicago area. The staff responds to an average of 1,677 daily phone calls, and dispatches approximately 246,000 calls per year for service.
With an older system that was unable meet the demands of the consolidating facility, NWCDS needed a cost-effective recording and incident reconstruction system that could support current requirements and evolve with future NG9-1-1 standards. The economic environment demanded that emergency 911 services upgrade their systems, and at the same time save costs. The consolidation of computer aided dispatch (CAD), recorder, mobile data, and radio systems, 9-1-1 hardware and software was the answer.
HigherGround Capture911 was chosen as the recording system, and provided ease of use and staff training. During that period in 2013 the police and fire agencies served by NWCDS switched to encrypted P25 radios, and HigherGround’s technicians worked diligently with Motorola to integrate the Capture911 recorder with the P25 system, developing a customized solution tailored to the NWCDS environment.
The seamless P25 integration without quality or data loss was an additional benefit. Advanced radio integration and comprehensive recording allowed them to easily and quickly search through archived call and radio transmissions, and filter searches by officer, dispatcher, time index, and talkgroup. They were also able to improve customer service with the quality assurance module.
NWCDS requires dispatchers to meet quality assurance standards, and HigherGround
worked closely with NWCDS to develop customized scorecards in the Capture911 Quality Assessment feature to ensure that supervisors could uphold standards for each dispatcher,
and discover and correct any problems that might develop.
Find out if Capture911 and its capabilities are right for your team. Learn more.
About the author - Licia Wolf is the Marketing and Communications Manager at HigherGround. She holds a Ph.D., and a professional background in electronics, internet marketing, and print/imaging technology. Click here for more information on the rest of the HigherGround team.
HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.