Case Study: St. John's County 911 achieves 100% call QA coverage with Prepared Axon 911 Intelligence

St. John's County 911 reviews 100% of calls with Prepared

St. John's County 911 faced a significant challenge in its quality assurance (QA) process. With a dedicated staff member manually reviewing only about 2% of its 101,000 annual 911 calls, the process was unsustainable, taking 20-30 minutes per review and leading to burnout. When the QA specialist left, the program stalled entirely, leaving the Florida-based center in need of a reliable solution. They turned to the vendor Prepared and its product, Axon 911 Intelligence.

By implementing Prepared's Automated QA + Training solution, the center now automatically reviews 100% of calls. Managers can monitor calls in real-time, and failing calls are manually reviewed by a team, slashing manual review time by 90%. This has enabled faster, more effective coaching and built trust in a consistent scoring system. The measurable impact is substantial: in one 90-day period, they reviewed 4,928 calls, a task that would have been impossible with their previous manual method.

St. John's County 911