Case Study: Alachua County achieves centralized QA and boosted communications performance with VPI

Alachua County Combined Communications Center Enters New Generation of Quality, Productivity with VPI

Alachua County, which serves over 227,000 residents plus the University of Florida community, needed to centralize management of quality and liability across its consolidated public safety communications centers and address high turnover among emergency communications staff. To tackle these challenges, Alachua County selected VPI’s award‑winning interaction recording system and its tightly integrated quality assurance (QA) solution.

VPI delivered a centralized, web‑based recording and QA platform that converted paper QA into electronic forms and dashboards, enabled fast retrieval, export and secure distribution of phone and radio recordings, and pushed near‑real‑time performance scores to staff. The County reports measurable gains — multi‑hour incident records can be assembled in about 10 minutes, turnaround and productivity have improved, QA consistency and compliance have increased, and employee engagement and performance have risen.

Alachua County

Roy Carlisle

QA Specialist