The advancement of technology has transformed our world, but our emergency response system lags behind. Over one billion emergencies rely on the limited context of a phone call every year, which results in delayed dispatch. In response to this problem, RapidSOS built an emergency response data platform to securely link data from connected devices and sensors directly to first responders during emergencies. Instead of having to rely strictly on a phone conversation to dispatch appropriately, RapidSOS supplies intelligent, real-time data to first responders to support a faster and smarter emergency response.  Thousands of 9-1-1 centers, or Public Safety Answering Points (PSAPs), are improving their response to mission-critical situations by leveraging the life-saving data of the RapidSOS Clearinghouse. Through the integration of NICE and RapidSOS, 9-1-1 centers can be empowered and transformed with rapid data-driven incident response, complete incident lifecycle reconstruction, improvements in response time and cost effectiveness, and, most importantly, saving lives.  There are three key benefits to leveraging the RapidSOS integration with your NICE platform. 

Reducing Time from Emergency to Dispatch 

The first few minutes are the most critical to patient outcomes in emergencies, so an accurate location is the first necessity for dispatching emergency responders.  Around 5% of the 240 million 9-1-1 calls placed in the United States every year are life-threatening emergencies. In these situations, an antiquated 9-1-1 infrastructure hinders critical information from reaching PSAPs, which can negatively impact response. Along with that, around 3 quarters of all 9-1-1 calls come from mobile phones. Location information for these devices is derived from cell phone towers and not the actual caller location, so calls are often misrouted to the wrong PSAP.  RapidSOS has become a bridge between emergency response and the world of connected devices. But, for many PSAPs, accessing that data within the RapidSOS Clearinghouse can be a manual, time consuming process. A call-taker receiving a 9-1-1 call must first identify the caller’s phone number and then manually enter the ten-digit number into the RapidSOS portal to obtain the precise location. This process not only adds unnecessary time, but it also increases the risk of human error. To add more to an already dire situation, these steps would have to be repeated if the 9-1-1 call is transferred.  With the integration of the RapidSOS Clearinghouse solution into NICE Inform Verify, this process becomes completely automated, alleviating the manual steps and improving response times. 

Single Source of Truth for All Incident Data 

A key feature of the RapidSOS interface is that it only presents location information for the duration of an incident and approximately 10 minutes afterwards. It is not stored. However, proper incident reconstruction and investigation demand the context for call taker and dispatcher decisions to be documented, and this includes location information.  NICE Inform connects directly with the RapidSOS Clearinghouse to collect the location data and serves as a storage location for extended storage to use this information for holistic incident reconstruction. The RapidSOS data is stored in the same structure as ANI/ALI collected from other sources, while also making it available for precision searches, incident reconstruction requests, and associated quality assurance reviews.   RapidSOS data captured in the NICE Inform system is combined with data from CAD, 9-1-1, and radio to graphically represent what happened. When selecting any recorded calls for playback, users can visualize the movement of the caller on a map while listening to the call recording at the same time.   With the capture and storage of RapidSOS and all other critical incident data in the NICE recording system, users can get a much fuller picture of what happened during an incident while also leveraging a single source to pull all that data from. 

Gain Insights into Operations and Incidents while Improving Overall Effectiveness 

Enhanced location data coming from the RapidSOS integration adds depth to understanding and identifying patterns, strengths, and weaknesses of your emergency response processes. You also have the ability to measure the impact of RapidSOS on your critical PSAP functions like number of calls for service, time to answer, time to dispatch, and time on-scene.  Besides those critical metrics like time to dispatch and time on-scene, you can better understand the difference in performance metrics for each agency you dispatch for or for each incident priority or type. Closely monitor your people, processes, and technologies while gaining visibility into the impacts of each. With this quality monitoring, you can then improve call taker and dispatcher performance.  The integration of RapidSOS and NICE Inform offers significant value to its users. From more holistic incident reconstruction to quality assurance to responding to emergencies quicker, this integration has the potential to improve the efficiency and effectiveness of your emergency response team.  With the assistance of Wilmac as a premier implementation and service partner of NICE Inform, we have the knowledge and experience to help you leverage RapidSOS data and experience the benefits of integrating it with your recorder. To understand the extensive possibilities of leveraging RapidSOS in your PSAP, contact Wilmac. 

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