Case Study: Henrico County Police achieves reliable call recording and improved emergency response with NICE Public Safety & Justice

High Performance Achieved with Reliable Call Recording and Consistent Quality Monitoring and Training

Henrico County Police, an internationally accredited law enforcement agency in Henrico, Virginia that dispatches nearly 200,000 calls annually, needed a dependable, user‑friendly way to record every 911 call and radio transmission, securely retain and retrieve recordings, and support investigations, quality assurance and training as the community grows. To address this, Henrico County Police turned to NICE Public Safety & Justice, deploying NICE Inform and NICE recording for West Intrado VIPER consoles and Motorola Astro radio systems with redundant sites and automated records retention.

NICE Public Safety & Justice implemented NICE Inform’s live monitoring, reconstruction, redaction and evidence‑management tools so supervisors can assemble incidents, run QA (10‑question templates with coaching for scores under 80%), and pull recordings for training. The county reports no lost calls or radio traffic over 18 months, faster incident reconstruction and export, stronger liability protection, improved emergency response, and better teamwork and job satisfaction, with NICE technical support typically responding within hours and resolving important issues within a day.

Henrico County Police

Jim Burns

IT Systems Developer