Case Study: Bucks County achieves faster, more credible 9-1-1 investigations with NICE Systems

Improving 9-1-1 Investigations with Faster and More Credible Incident Reconstruction

Bucks County Emergency Communications, which handles roughly a million calls a year for over 600,000 residents and 130 emergency agencies with a 125‑person dispatch staff, needed a modern, reliable way to record, search and reconstruct incidents. The center sought centralized storage, fast retrieval/export of call, radio and screen recordings, strong vendor responsiveness, and tools to formalize quality assurance, training and complaint investigations.

The county deployed NICE’s integrated recording and QA suite — including radio and VESTA call capture, full‑time screen recording, NICE Inform Verify instant replay, and a QA evaluation module with redundant storage across two sites. The solution delivered synchronized playback and easier searching (including by phone number), faster, more credible incident reconstruction, streamlined internal investigations, stronger QA processes and employee accountability, and quicker evidence delivery for prosecutions and complaints.

Bucks County

Todd Neumann

Deputy Director of 911 Technology