9-1-1 Quality Assurance

Escambia County Public Safety is seeking quotes for Emergency Communications 9-1-1 Quality Assurance reviews for FY26. The selected vendor will be responsible for providing regular review of calls, coupled with QA evaluations to ensure correct protocol use and proper telephone etiquette. The vendor must have experience in EMD/EFD Quality Assurance, demonstrated experience with NICE Inform QA software and reporting tools, and must be an authorized NICE Inform software provider. The scope of work includes providing a minimum of 100 EMD QA call reports per month and 50 EFD QA call reports per month, as well as two on-site visits per year by the lead evaluator. Some key requirements for the vendor include: • Experience in EMD/EFD Quality Assurance • Demonstrated experience with NICE Inform QA software and reporting tools • Authorized NICE Inform software provider • Capability to provide on-site support within 4 hours of NICE Inform QA software failures or issues • Must submit sample EMD/EFD QA reports as part of service delivery