Case Study: Brazos Valley Council of Governments (BVCOG) achieves unified text-to-9-1-1 recording and multimedia incident management with NICE Public Safety & Justice

Next Gen 9-1-1 Trailblazer BVCOG Embraces Text-to-9-1-1 Recording and Multimedia Incident Management with NICE Inform

The Brazos Valley Council of Governments (BVCOG) oversees regional 9‑1‑1 services for seven PSAPs across a 5,109 sq. mile area serving over 315,000 residents and handling nearly 150,000 9‑1‑1 calls annually. BVCOG needed a Next Generation 9‑1‑1 approach to support text‑to‑9‑1‑1 for rural areas and citizens who are deaf, hard of hearing or cannot speak, plus a single, auditable system to record and reconstruct voice, text and future multimedia communications. They evaluated options and selected NICE Public Safety & Justice solutions, including NICE recording and NICE Inform, to meet those needs.

NICE Public Safety & Justice deployed an integrated solution that captures Airbus VESTA® voice and VESTA® SMS text traffic via an i3 logging interface into NICE recording and NICE Inform (with Organizer/Media Player and Verify). The result is unified, synchronized voice and text recording with searchable, exportable incident reconstructions and metadata (caller ID, timestamps, latitude/longitude), enabling BVCOG to retrieve and share evidence for investigations and quality management; BVCOG is now the first U.S. agency to complete text‑to‑9‑1‑1 with VESTA integrated and to archive those texts through NICE for improved public safety outcomes.

Brazos Valley Council of Governments

Anita Pitt

9-1-1 Program Manager