Case Study: City of San Diego Water Department achieves 100% call recording and improved verification with VPI

VPI Reassures the City of San Diego Water Department with 100% Recording

The City of San Diego Water Department, which serves more than 1.3 million people and manages an extensive water infrastructure, faced rising call volumes (about 2,000 calls per day, roughly 300 service calls) and needed a supremely reliable system to record 100% of all incoming and outgoing calls. To meet that requirement they selected VPI for full‑time voice recording and retrieval.

VPI implemented its full‑time recording solution with powerful search/retrieval and desktop access over the LAN, enabling supervisors to sample calls for training, quickly verify disputed interactions, and defuse irate customers by playing back conversations. The VPI system delivers the guaranteed 100% recording of all calls (including emergency situations from the moment the receiver is picked up), improving quality assurance, dispute resolution, and security oversight for the Water Department.

City of San Diego Water Department

Jaci Gibson-Henrie

Systems Administrator