WASHINGTON CO. COMMISSIONERS APPROVE NEW 911 CALL DETAIL REPORTING SYSTEM

  

Washington County 911 will be able to utilize new call detail reporting software, following action by county commissioners on Tuesday. 

The court approved the purchase of a three-year software subscription through Microcall, which Interim 911 Director Raleigh Wellmann said can provide analytics and call tracking for the 911 department and other county departments in order to more accurately tally up call counts.

According to Wellmann, the department’s current phone recording system has personnel having to count non-emergency calls by hand, something that could lead to errors during busy shifts and duplicates call numbers when calls are transferred.  She said the new system ensures those calls are logged properly and ends manual counting.

Additionally, Wellmann said the software is better built for records management and requests, as it allows for the searching of information such as call dates and times, call duration, the phone numbers for the caller and recipient, the recipient extension, and if and how the call was transferred. 

Wellmann said the new system can give insight into unused or highly used phone lines, providing the data-driven ability to shift personnel and resources to more appropriately respond to the level of call volume, including when weather events or community events occur.  She said it can also better track key performance indicators in order to hit benchmarks for various departments, such as call answer time for 911. 

The agreement with Microcall is for three years at a total cost of $10,080, discounted from a cost of $11,880 due to the county pre-paying upfront.

Click here to view the agenda packet for Tuesday's meeting.