https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • Microwave/RF
    • T&D World
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookies Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

APCO


Need for PSAP quality-assurance processes will rise with next-generation 911

  • Written by Donny Jackson
  • 13th May 2014
Many public-safety answering points (PSAPs) have yet to adopt a formal quality-assurance (QA) program, according to the results of a survey administered during a recent Association of Public-Safety Communications Officials (APCO) webinar.However, the quality-assurance processes will rise as next-generation 911 is deployed, according to one speaker.

What is in this article?

  • Need for PSAP quality-assurance processes will rise with next-generation 911
  • Need for PSAP quality-assurance processes will rise with NG-911

Need for PSAP quality-assurance processes will rise with next-generation 911

Many public-safety answering points (PSAPs) have yet to adopt a formal quality-assurance (QA) program, according to the results of a survey administered during a recent Association of Public-Safety Communications Officials (APCO) webinar.

More than 500 North American PSAPs registered for the webinar, and about 12% of participants said they check 10 calls or more each month for quality assurance. Between 40% and 50% of the participants do not have a formal QA program.

Of the PSAPs that have a program, about 32% manually select calls. About 11% have an automated process in place that randomly selects a sampling of calls. About 26% only check EMD calls, 9% randomly sample all high-priority incidents, and 7% review all high-priority incidents.

The need for QA programs will increase as PSAPs introduce new technologies and procedures for next-generation 911, said Patrick Botz, vice president of marketing with Voice Print International (VPI). APCO and the National Emergency Number Association (NENA) are working to develop a QA standard.  

“There’s obviously protocols that we need to follow, and it really helps with defense against liability lawsuits and making sure that we’re following regulations, and with next-generation 911 coming just around the corner—and it’s already kind of in full swing—there’s going to be a lot of things that we’re going to be asking from our call-takers that they’re not doing today,” Botz said during the webinar.

“So quality assurance is going to become more and more important in the coming months and years, as we introduce next-gen 911.”

A manual QA process can be a time-consuming task for call-center managers, with an evaluation typically taking about three to six weeks to complete, Botz said. Automated processes can simplify the task for evaluators, enabling them to provide more consistent and timely feedback to call-takers.

Manual evaluations—especially where calls are only pulled in response to a complaint—can be just as odious for call-takers, Botz said. A good program can help ensure that citizens are receiving the level of service they deserve while also boosting staff morale and helping employees develop professionally, he said.

1 | 2 |
Need for PSAP quality-assurance processes will rise with NG-911
Tags: APCO/ANSI NENA i3 PSAP PSAP Telecommunicators APCO NENA News NG-911 Public Safety Standards Training News

Leave a comment Cancel reply

To leave a comment login with your Urgent Comms account:

Log in with your Urgent Comms account

Or alternatively provide your name, email address below:

Your email address will not be published. Required fields are marked *

Related Content

  • Need for PSAP quality-assurance processes will rise with next-generation 911
  • Need for PSAP quality-assurance processes will rise with next-generation 911
  • Need for PSAP quality-assurance processes will rise with next-generation 911
  • Need for PSAP quality-assurance processes will rise with next-generation 911

Commentary


LTE and liability: Why the fire service must move forward with digital incident command

  • 2
6th May 2022

Partnership and collaboration must be the foundation for emergency communications

18th April 2022

FirstNet success means no hypothetical ‘shots’ need to be fired, Swenson says

22nd February 2022
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

Newscan: ‘Predator’ spyware let government hackers break into Chrome and Android, Google says dlvr.it/SR2lBG

25th May 2022
UrgentComm

Malicious Python Repository Package drops Cobalt Strike on Windows, macOS & Linux systems dlvr.it/SR0Qb2

24th May 2022
UrgentComm

T-Mobile’s CEO explains the company’s new private 5G strategy dlvr.it/SQyzhc

24th May 2022
UrgentComm

Hytera, Motorola Solutions refile appeal, cross-appeal in civil case dlvr.it/SQxNX1

24th May 2022
UrgentComm

Amid shifting workplace expectations, local government employers must adapt dlvr.it/SQwVVs

23rd May 2022
UrgentComm

The private-wireless networking opportunity shouldn’t stay too private dlvr.it/SQw7MT

23rd May 2022
UrgentComm

Europe’s first driverless-car test completed dlvr.it/SQvqyY

23rd May 2022
UrgentComm

FCC approves order to modernize priority-service rules dlvr.it/SQmSN0

20th May 2022

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • Microwave/RF
  • T&D World
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookies Policy
  • Terms
Copyright © 2022 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X