Case Study: Sacramento Regional Fire/EMS Communications Center achieves faster emergency response and seamless cross-agency collaboration with NICE Systems

SRFECC Boosts Emergency Response and Cross-Agency Collaboration with NICE Inform

Sacramento Regional Fire/EMS Communications Center (SRFECC) is the third-largest fire dispatch center in California, handling about 500,000 calls and dispatching over 200,000 incidents annually across more than 1,000 square miles for 1.3 million residents through a JPA with 10 fire agencies. Facing frequent large-scale, multi-agency fires and the need to share post-incident information quickly, SRFECC required a reliable, easy-to-use recording, instant playback, and incident-reconstruction solution that could capture 9‑1‑1, VoIP, IP radio, screen and text communications with centralized, redundant storage and fast export for investigations and quality assurance, while preparing for P25 and NG9-1-1 migration.

SRFECC implemented NICE’s integrated recording and NICE Inform suite (including P25/IP radio and VIPER IP 911 recording, operator screen capture, Inform Verify instant replay, Inform Organizer and AQUA QA integration). The solution delivered instant replay at dispatcher consoles, faster and consistent assembly of multimedia incident folders (eliminating manual CD duplication), secure cross-agency sharing, redundant data storage and improved QA processes—boosting investigation efficiency, emergency-communication quality and long-term interoperability while enabling a decade-long vendor partnership and readiness for future migrations.

Sacramento Regional Fire/EMS Communications Center

Teresa Murray

Chief Executive Director