How CAD Integration Can Benefit Your PSAP

February 27th, 2024

Written by Lada Kozachok, Marketing Specialist

Blog, Public Safety

In the dynamic realm of public safety, every second counts. From the moment an emergency call is placed to the dispatch of responders, efficiency and accuracy are paramount.

This is where Computer-Aided Dispatch (CAD) systems come into play, serving as the backbone of operations for Public Safety Answering Points (PSAPs). However, the true potential of CAD is unlocked when seamlessly integrated with advanced solutions like NICE Inform.

Let’s delve into how CAD integration elevates PSAP performance and efficiency, offering five key benefits.

Achieve Instant Incident Retrieval 

One of the most critical aspects of emergency response is the ability to swiftly access relevant information. With CAD integration, PSAPs can search for and retrieve entire incidents using CAD Incident Numbers. Whether it’s 911 calls, radio transmissions, or CAD events, this feature streamlines incident reconstruction, providing a comprehensive timeline for efficient decision-making.

Use Case: Gathering Relevant Information to Coordinate Response 

“During a critical incident, such as a natural disaster or a major accident, PSAP operators need to quickly gather all relevant information to coordinate response efforts effectively. By leveraging CAD integration with NICE Inform, operators can instantly retrieve all incident-related data and recordings using the CAD Incident Number. This enables them to make informed decisions and dispatch resources promptly, ultimately enhancing the speed and efficacy of emergency response,” said John McDonnell, Wilmac’s Public Safety Sales Director.

Efficient Records Management

PSAPs often face demands for evidence reconstruction and sharing. By consolidating CAD incident data and related recordings in a single interface, NICE Inform accelerates records retrieval, enabling quicker response to requests while ensuring accuracy and precision.

Use Case: Retrieving Incident-Related Recordings 

Following an incident, law enforcement agencies and legal authorities require timely access to accurate evidence for investigations and legal proceedings. With NICE Inform’s CAD integration, PSAPs can efficiently manage and retrieve incident-related recordings and CAD data from a unified platform. This streamlines the process of evidence reconstruction and sharing, facilitating faster investigations and judicial processes.

Automated Quality Assurance

Maintaining service quality is non-negotiable in public safety operations. Leveraging CAD incident types, automated Quality Assurance (QA) call scheduling becomes seamless. PSAPs can prioritize monitoring essential calls, enhancing performance and compliance effortlessly.

Use Case: Monitoring and Evaluating Dispatcher Performance

“PSAPs are subject to stringent quality assurance standards to ensure the delivery of optimal emergency response services. By utilizing CAD incident types, NICE Inform automates the process of QA call selection and scheduling based on predefined criteria. This enables PSAPs to consistently monitor and evaluate performance against established standards, ensuring compliance and continuous improvement,” said Mark Huber, Wilmac’s Sr. Director of Sales Engineering.

Geospatial Insights

Location-based information is invaluable in emergency response scenarios. NICE Inform’s integration with GIS mapping facilitates visualization of CAD incidents, calls, and radio communications on interactive maps. This capability enables PSAPs to expedite investigations by pinpointing incident locations and accessing associated recordings promptly.

Use Case: Allocating Resources Properly with GIS Mapping and CAD Data 

During emergencies, such as wildfires or large-scale accidents, PSAPs must efficiently allocate resources based on geographical data to ensure a swift and effective response. With NICE Inform’s GIS mapping integration, PSAP operators can visualize the locations of CAD incidents and associated resources in real-time. This enables them to make data-driven decisions, optimize resource deployment, and coordinate response efforts more effectively.

Actionable Intelligence Dashboards

In the fast-paced environment of PSAPs, real-time insights are indispensable for informed decision-making. NICE Inform offers customizable Incident Intelligence Dashboards that amalgamate critical 911 performance metrics. By combining CAD data with telephony, radio, and QA data, PSAPs gain deeper insights, empowering them to make smarter, faster decisions.

Use Case: Identifying Opportunities for Improvement

“PSAP managers and supervisors require real-time visibility into operational performance to identify areas for improvement and make informed decisions. With NICE Inform’s Incident Intelligence Dashboards, PSAPs can visualize key 911 performance metrics, including response times, call volumes, and incident types. This enables them to monitor performance trends, identify bottlenecks, and allocate resources more effectively to optimize operational efficiency,” said John McDonnell.

In Summary

In essence, integrating CAD data with a recording solution like NICE Inform revolutionizes PSAP operations, fostering efficiency, accuracy, and agility. With NICE Inform, PSAPs can harness the full potential of CAD integration and unlock a myriad of benefits in quality assurance, reconstruction and discovery, and gathering real-time insights.

John McDonnell and Mark Huber share more about how NICE Inform’s CAD integration can help you achieve these benefits in our on-demand webinar Know What to Expect: NICE Inform CAD Integration. During the webinar, the two leverage the NICE Inform demo system to display the advantages of having an integration with your CAD data.

Efficiency and effectiveness are not just aspirations; they are imperatives in the realm of public safety. With CAD integration powered by NICE Inform, PSAPs can navigate the complexities of emergency response with unprecedented efficiency and efficacy. 

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