911 Quality Assurance Software Solutions from VPI. Experience VPI's Award-winning 911 Quality Assurance Software Solution
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Comply with Quality Assurance standards easier.

VPI QUALITY™
QA/QI Workflow Automation
VPI 911 Quality Assurance Software Solutions Resource Library

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As consistent and effective Quality Assurance and Improvement (QA/QI) is critically important. VPI QUALITY™ Quality Assurance (QA) software makes objectively assessing call taker and dispatcher performance easy and efficient with automated call selection, evaluation form management, reporting and feedback delivery. VPI saves you time by eliminating the need to hunt and peck for calls to evaluate and the need to rely on tedious spreadsheets and paper forms for scoring and reporting.

How VPI QUALITY makes it easier to comply with QA standards.

Set up rules to automatically select and schedule a random sample of recordings for evaluation, and 100% of high priority incidents. Let the rule determine when the evaluation is due to be completed.
Library of pre-built QA forms for call taking and dispatching of EMS, Fire and Police that follow recommended standards and are easily customizable. Smart QA forms automatically assign reminder messsages and E-learning based on the score of individual QA questions.
Report on your QA/QI data virtually any way you want to with easy-to-customize dashboards and reports. Schedule different QA reports to be automatically delivered to different recipients the way they need to see them.
Feedback instantly delivered to call takers and dispatchers via desktop tickers – allowing them to review the assessment and self-evaluate the call prior to a coaching session.
Ensure consistency of evaluators with automated Calibration workflow and reporting.

VPI's Quality Assurance software gives us the ability to give direct feedback to our people and get them back on procedure quickly before they get way off base.

Hamilton County 911 Emergency Communications District

Objective QA Forms

VPI QUALITY allows you to maximize the value of your evaluations with customized call taking and dispatch QA Evaluation Forms. Your quality assurance reviewer or 911 center supervisor can easily score for knowledge, empathy, compliance and other criteria. You can tailor a set of evaluation questions and forms to different job responsibilities, seniority, types of incidents, and anything else that reflects your priorities. In addition to measuring individual performance, use the reviews to determine whether the processes used by the dispatchers and call takers to handle incidents are functionally efficient on a regular basis. Case study video from Alachua County provides additional insights and examples.

Streamline the evaluation process with secure Web-based access to unified interface for evaluation and playback of synchronized call and screen recordings.
Rate employees on any number of standards and requirements. Add comments that pertain to the evaluation or other issues requiring attention.
Set up rules for triggering of coaching and messages/notifications when designing QA forms, to automatically launch appropriate feedback based on quality scores and selected question-level results - invaluable in the documentation of remedial action.

 

Scoring with Web-based forms is easy - simply scroll and page through the list of evaluation questions and enter your observations.  Scores per skills are automatically calculated as you go through the evaluation process.Scoring with Web-based forms is easy – simply scroll and page through the list of evaluation questions and enter your observations. Scores per skills are automatically calculated as you go through the evaluation process.

Reports

With VPI QUALITY, you can objectively analyze individual and team performance via comprehensive graphical and tabular reports. VPI QUALITY collects results of evaluations in a central database, where quality scores are calculated. Management can use the resulting information to view performance metrics of individual employees or the entire communication center, to determine whether call takers or dispatchers require more training, qualify for a promotion, or are in line for termination. You can also identify a process of your 911 communications center or a dispatch point that requires modification. VPI QUALITY helps you gain unprecedented insight into the productivity and service levels of your center, quality of service to the public, and the effectiveness of training programs.

Customize the selection and configuration of reports according to each system user’s needs and responsibilities.
Visualize data in dynamic, easy to understand score cards, heat maps, charts, and dynamic reports that allow for easy navigation through layers of information (video presentation).
Easily save, print or export reports to standard file types to deliver feedback to call takers or other parties.

 

Results and trends of evaluations can be easily assessed for a group, or the entire center, or individual call takers or dispatchers.  Reports are dynamic in nature – you can easily adjust ranges of dates, selection of employees, and other parametersResults and trends of evaluations can be easily assessed for a group, or the entire center, or individual call takers or dispatchers. Reports are dynamic in nature – you can easily adjust ranges of dates, selection of employees, and other parameters.

Desktop Tickers

VPI QUALITY enables you to drive ongoing quality improvements by keeping employees informed about their achievements – in comparison to goals and team performance. Now you can provide prompt, personalized feedback to employees with Web-based scorecards and desktop tickers that show individual and team quality scores and other statistics and their deviation from goals. The same tickers can also be used for the delivery of updates, announcements and notifications of assigned training, according to the needs of each call taker, dispatcher and supervisor.

Keep employees engaged and motivated to excel by providing near-real time views of individual achievements and ranking in comparison to the team
Boost morale by recognizing employees for top performance by sending messages automatically via pre-defined rules or ad-hoc
Send instant updates about accidents, emergencies and other events that require fast and efficient team coordination

 

Desktop tickers are an invaluable tool that helps you keep everyone engaged, informed and motivated. You can have custom tickers that are relevant for different types of employees, e.g. dispatchers, call takers, managers.Desktop tickers are an invaluable tool that helps you keep everyone engaged, informed and motivated. You can have custom tickers that are relevant for different types of employees, e.g. dispatchers, call takers, managers.

QA Standards

VPI solutions have been designed to meet quality standards that are evolving in parallel to NG9-1-1 standards. VPI provides leading technologies for NG9-1-1 multimedia recording and incident recreation solutions, complemented with modules designed to conform to newly emerging quality assurance and training standards, developed by APCO in cooperation with NENA and thought leaders from top emergency communications agencies.

Automate the selection of calls for evaluation according to your needs and APCO requirements, such as a specific number of calls per month per employee, prioritized selection by incident type, or higher frequency of new employee evaluations vs. veterans.
Automatically assign the appropriate Quality Assurance form to the incident based on employee category and incident type
Customize the evaluation forms and processes to match your needs and evolving quality evaluation standards.

 

Flexible interface allows you to define rules for automated selection of recordings for evaluation.  Use it to enter APCO (or any other) criteria for frequency, type, and timing of evaluations.Flexible interface allows you to define rules for automated selection of recordings for evaluation. Use it to enter APCO (or any other) criteria for frequency, type, and timing of evaluations.

 

For additional information on best practices in QA, read an article published by Emergency Number Professional Magazine: Take Some Quality Time: Getting the Most from Your Quality Assurance Process.

Frequently Asked Questions and Answers

Will the VPI QA software work with other logging recorders? Yes, VPI QUALIY can co-exist with any other system.  We simply record a copy of console audio which allows us to serve the recorded calls (with optional screen video recording of up to 3 console monitors) you want along with the appropriate QA form up to your evaluators. If calls are not selected either by an automated business rule or manually for quality evaluation within a period of time that you define, they are deleted to free up space to record future calls for quality evaluation. The VPI QA application and its console recording element share the same the hardware platform.

Which CAD systems can the VPI QA software integrate with? VPI can integrate with virtually all CAD systems including Intergraph, PSSI, Sungard and Tritech/Tiburon, and provides a variety of integration options for any other CAD system. The CAD data is used for automated classification and visualization of recorded calls and screens for fast evidence assembly and value-driven analysis – by incident types, numbers, severity, and/or other parameters. For example, your local requirement may be to evaluate ALL domestic violence calls, but only samples of other types of calls. The integration is a passive, one-directional one where we pull data from a copy of the CAD database and use it, but do not feed any data back to CAD.

Does the VPI QA system come with quality evaluation forms? If so, how would we customize them or add new ones? Yes, VPI’s QA system is delivered with sample evaluation forms that have been developed based on best practices of our customers. These forms can be used as templates – you can modify, delete and add any number of questions, skills and sections.  One or more questions can be associated with each skill – answers to those questions during the quality evaluation session are automatically aggregated for a total score for each skill.  You can also create any number of new forms from a scratch, simply following intuitive graphical user interface.

How would multiple evaluators access this system on-site or off-site? VPI’s QA system is browser-based, which means that it does not require installation of any software at user workstations. It can be accessed by any number of authorized users via your LAN or WAN connection to your local Intranet. Evaluators could even review and evaluate calls remotely from off-site locations, using secure remote connection such as VPN if authorized.

If you would like to/need to, can you still "hunt and peck" for calls? Absolutely.  You can set up the call selection for QA in any way you want. It can be a combination of calls that are selected automatically by a system rule that you define, calls that you select manually as needed, and even calls that may be flagged by dispatchers/call takers for review.  Hunting and pecking for calls o be evaluated is really easy with VPI’s recording systems – either search by any number and combination of criteria (date/time, employee ID, call type, call length, radio ID, etc.) or you can simply respond to system reports and notifications of abnormal calls.

Is this a paperless system? Yes, it can be completely paperless.  All interfaces, forms and reports are electronic.  Printing of any reports or details of QA evaluations is available but not required.

If our telephone system is on a separate server than our CAD system, can it all still be integrated? Yes, we can pull data from multiple sources and attach it to appropriate recordings, enhancing the quality evaluation process as well as reporting on incidents in general.

What is the licensing model for the QA system - site license or by seat? Pricing for licensing is by seat/console position.

Is the VPI QA software cost-effective for small dispatch centers as it is for larger ones? Yes.  Agencies of all sizes should have a QA program in place.  The per-seat pricing of the software allows for easy incremental scaling. Beyond that, since you create your own process, evaluation criteria and forms using VPI software interface, it is completely scalable and adaptable to your evolving needs.

Customer Success

Alachua County Combined Communications Center Enters New Generation of Quality, Productivity with VPI

Alachua County needed to centralize management of its quality and liability and address the challenge of high employee turnover. With VPI, the County was able to streamline operations, increase productivity and make employees feel more motivated to perform.

> See how they did it
VPI Recording and QA System Improves Efficiency, Productivity for City of Edmond, Oklahoma

Edmond is the sixth largest city in the state of Oklahoma. It is a full service city that emphasizes responsiveness, financial accountability and transparancy to its residents. Edmund needed to centralize QA operations and effectively monitor calls handled by employees of electric, water and sewer utilities. The city of Edmund chose VPI’s award-winning interaction recording system along with VPI’s tightly integrated quality assurance (QA) solution.

> See how they did it
Hamilton County 9-1-1 Emergency Communications District
Intelligent Audio and Console Screen Recording, CAD Data Capture and Quality Assurance
> See how they did it

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