Independent Quality Assurance and Quality Improvement Services (QA… · 2018-03-08 · Replay...

Replay Systems, Inc.

Replay SystemsReplay Systems

Broward County QA/QI Final Evaluation Committee PresentationFebruary 15, 2018


Replay Systems and Priority Dispatch Corporation Partners in QA

ReplayQA Service

National Q Service


ReplayQA Benefits Package

Customized Reports

Personalized Dashboards

E-Coaching Options

Priority Dispatch Accreditations

EMD-Q, EFD-Q, EPD-Q

Independent, Unbiased Experts

CJIS Certified; QA Qualified

Custom Designed QA Forms

Timely Feedback

Presenter

Presentation Notes

Replay staff members doing your QA are all CJIS certified trained professionals and are experienced evaluators at their own agencies . They have loads of experience at being objective and doing the actual QA process. There are never any security issues with Replay QA: all audio files are kept at your site at all times. All access is done in a secure manner so that there is not a single worry about security. Remote QAE staff can access the application through a VPN; and there access is limited to performing evaluations only. Monthly reports are tailored to your objectives and are shared automatically on a regular schedule developed according to your needs and objectives. Replay QA takes advantage of existing integrations with PD and APCO QA to efficiently review the required calls. We also can include existing eval forms that are previously proven to be successful including those published in the APCO/NENA draft. APCO QA forms are included. I want to emphasize that our process is not trial and error; we utilize our experience to make your implementation painless.


QA Software Applications

ReplayQA and National-Q Analysts are certified and trained to perform

remote evaluations using the following products:

Presenter

Presentation Notes

These two applications are the best in class for PSAP-QA, and there is already a large footprint of these applications installed in Broward County, which can be leveraged for the QA-QI Project. VPI was the first to integrate to AQUA to provide more efficient call playback within the AQUA case review process.


BEST PRACTICE #3Call Playback within Priority Dispatch AQUA

https://www.youtube.com/watch?v=7zk1SLp16OE

https://www.youtube.com/watch?v=7zk1SLp16OE


VPI Quality Evaluation Software

Presenter

Presentation Notes

Replay’s network of experienced PS evaluators provide faster turn around of QA evaluations allowing for more timely and relevant feedback during remedial mentoring sessions Calls to be set up for review can be flagged by managers and supervisors or can be randomly selected using automation within the application. Your agency is in control; set it up just how you want it.. All the evaluations will be stored electronically along with the audio recording of the call. Coaching can be triggered by weaknesses or errors on forms and is sent to dispatchers on a real time basis. This very targeted approach is the most effective use of training dollars. If you compare the cost effectiveness of a general training session versus this targeted method of taking remedial action you will be amazed at the cost savings


VPI Coaching Software

Presenter

Presentation Notes

Here is an example of a modern QA application that allows you to develop and store coaching modules for delivery based on scores from evaluations. And or user profile in the application


VPI Command Center Dashboard

QualityAssurance

Phone

Recorder

CADPhone

CAD

CAD

Presenter

Presentation Notes

Agents Real-time adherence # of calls in queue Conversion rates (if applicable) $ collected and PTP (if applicable) Supervisors # of calls in queue Longest call in queue�Service Level�ASA�Abandon Rate�Schedule information


Business Plan: National Q Workflow and Feedback process

• National Q Reviewers will remote into dedicated workstations where Aqua QA software resides.• As part of the QA process, PDC will audit calls using customer’s software from this assigned

workstation. • QA will be done according to IAED standards for Accreditation.

• Minimum of 1% of Total Calls for Service will be reviewed (approx. 1,350 per month).• Customer will receive weekly completed QA in their AQUA.• Customer must identify an individual to provide case review feedback. Customer’s contact

person will work directly with the NQ Coordinator.

Appeals Process: If a Supervisor/Dispatcher/Call-taker does not understand or disagrees with a case review, the customer’s contact person will contact the NQ Coordinator to file an appeal. A final decision will be made within 48 hours, based on NQ Evaluation Committee Review.

* All Reviews will be completed by PDC Certified Reviewer, with minimum of 3 years experience


Business Plan:ReplayQA Workflow and Feedback Process

RQA Reviewer remotes into VPI Command Center Server RQA Reviewer will select calls that were automatically or manually tagged for review. Reviews will be done in the VPI software and will reside on the VPI Command Center Server Reviews will be completed on a weekly basis, providing instant access for Supervisors Feedback Processes:

RQA Manager will coordinate with Broward County point of contact For Low Compliant scores, RQA Manager will send email notification to customer, to

provide timely and appropriate feedback eCoaching can be used to automatically or manually distribute training materials to VPI

End-Users Manager Dashboards updated in real-time for high level analysis

Appeals Process- Customer contacts RQA Manager with information related to the case review. RQA Final Evaluation Committee will review and provide a final decision within 48 hours.

* All Reviews will be completed by RQA with CJIS Certification and VPI-QA Training


Thank You!Questions?

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6555 NW 9th Ave. Suite 105Fort Lauderdale, FL 33309

800.722.3472

[email protected]

Replay Systems

Independent Quality Assurance and Quality Improvement Services (QA… · 2018-03-08 · Replay...

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