1. NEXT GEN QUALITY ASSURANCE FOR PSAP John WyniaMay 7, 2014

2. Overview of Quality Assurance Current QA Methods Next Gen QA Solution Q&A

3. WHY QA

4. Purpose of QA  Promote service excellence  Adherence to standards, procedures and policies  Consistent performance and level of service In the QA process we want to evaluate the operator’s strength as well as identify areas for improvement

5.  CALEA Public Safety Communications Accreditation Program  APCO Project 33 Training Program Certification  IAED – International Academies of Emergency Dispatch  NENA’s Recommended QA/QI Standards (to be released)  Main Requirements/Recommendations Common to all:  Establish fair and consistent evaluation program  Evaluate both call taking and dispatch processes  Document the QA evaluations  Enable the operator to provide feedback on their evaluations  Generate reporting on evaluations Standards and Accreditation Authority’s

6.  Developed by NENA Development Standards Committee Quality Assurance Working Group  Created to assist with the establishment, implementation and maintenance of a QA/QI program  Defines R&R of the Agency and the Evaluator  To be approved by APCO Standards Development Committee and released within few weeks Upcoming NENA/APCO Standards for QA/QI

7.  Adherence to protocols and standard operating procedures  Overall performance of each operator  Customer service (Positive attitude  Effective use of resources (Caller details verified? Entered into CAD properly)  Quality of operation as a whole What to QA

8.  Seamless/Non-intrusive – should not impact operators behavior  Random/Fair – not picking specific bad / good calls  On-going – not one time but part of standard process  Consistent – eval form, etc  Comprehensive  Documented  Automated Attributes of an Effective QA Program

9. METHODS OF QA

10.  Manual  Semi automated  Automated  Next Gen QA Methods of QA Programs

11.  Word/Excel-based evaluation forms  Search and replay call  Advantages:  Easy to learn  Low investment  Doesn’t require additional application  Disadvantages:  Cumbersome process  Hard to follow consistent and fair selection  Highly time consuming reporting Manual QA Process

12.  Automated form based but not necessarily tied to audio recording  Doesn’t include screen and other media  Provided by non-logging vendors  Advantages:  Procedure specific, e.g. medical dispatch  Built for accreditation – e.g. IAED, Total Response  Disadvantages:  The user has to deal with two applications: reply and evaluation  Manual selection of calls – could be perceived as inconsistent and unfair  Limited to call-taker (phone only) evaluation Semi Automated

13.  Based/built for Commercial Call Center  Limited to single call – call-taker phone interaction  Partial compliance with QA accreditations/standards  Screen recording is optional, limited to single screen  Advantages:  Allows random selection of calls  Complete evaluation while listening to the call and watching screen activity  Includes reporting capability  Disadvantages:  Not comprehensive – no way to look at the entire incident handling process  No way to include multimedia incident data Automated

14. NEXT GEN QA SOLUTION

15. Next Gen QA  Designed bottom up for Public Safety environments  Compliance with CALEA, APCO P33 and the upcoming NENA Standards  Tied to the incident communication capture system: phone, radio, text, screen, video, GIS, etc.

16. Next Gen QA Requirements  Call selection  Manual – important for high attention calls  Truly random  Flexible – minimum number of calls per incident type, user, etc.  Complete incident capture and review  Capture and synch all incident related voice recordings: phone and radio  Capture and synch operator’s screen  Assess operator’s quality of incident handling involving all forms of incoming data  Targeted coaching and training  Easily pin point knowledge gaps, e.g.: text interaction, reference to GIS data, etc.  Provide needs-based coaching and training to groups or specific operators  Ensure operator on track acquiring new skills and adhering to evolving procedures

17. Next Gen QA Requirements - Screen Recording  Capture all screens of operator’s workstation  Compliments entire incident evaluation  What action did the operator take on CAD / CPE / other? Operator’s Workstation Replay Workstation

18. Next Gen QA Requirements - Reporting  Activity reporting – insight into the volume of phone and radio traffic to help support decisions on staffing  QA reporting - quality performance and trending each individual staff member  Measure performance against KPIs to maintain QA and Training accreditations

19.  Supervisors and Training Managers:  Reconstruct and evaluate  Identify knowledge gap  Provide proper training  Operator:  ‘how am I doing?’  Review evaluations  Feedback and sign-off  PSAP Managers:  Periodic reports to gauge overall team’s and center’s performance  Take improvement measures Workflow that Involves All Users Call / Incident Evaluation Operator Review Management Reports

20. EXAMPLE OF A NEXT GEN QA APPLICATION 20

21. Automatic Selection of Calls for QA

22. Evaluation of Incident as a Whole Phone call and related dispatch radio Fill evaluation while listening

23. Multimedia Incident Evaluation

24. Operator’s Feedback

25. Flexible Evaluation Form Design

26. Reporting Capability

27.  Reduced turnover  Empowered call taker/dispatcher  Increased Professionalism  Adherence to existing and evolving protocols (e.g. Text-to-911)  Effectively and efficiently run PSAP The Value of Next Gen QA Program

28. Thank You