Case Study
AI Transformation for 911 Dispatchers
About the Organization:
The Saginaw County 911 Dispatch Authority serves as the cornerstone of public safety communication in Saginaw County, Michigan. It operates as the central hub for emergency calls, coordinating vital services such as law enforcement, fire protection, and emergency medical response. Dispatchers play a critical role in gathering information and coordinating real-time responses. Beyond emergency call handling, the Authority focuses on disaster preparedness, technological innovation, and public education about the proper use of 911 services.
The Saginaw County 911 Dispatch Authority is equipped with state-of-the-art communication technology, including computer-aided dispatch (CAD) systems, complex call handling systems and various other public safety software These tools enable dispatchers to quickly locate callers, prioritize incidents, and allocate resources efficiently. The Authority also maintains partnerships with local, state, and federal agencies to streamline coordination during emergencies.
The Challenge
Dispatchers at the Saginaw County 911 Dispatch Authority face a range of challenges in their demanding roles. These issues are compounded by the critical nature of their work:
Complex Incident Handling: Dispatchers often deal with emergencies that require specialized knowledge, many emergencies are high risk low frequency events. Accessing detailed protocols or resources quickly can be difficult during high-stress situations that rarely occur.
Information Overload: Dispatchers are tasked with managing a constant stream of information from callers, first responders, and systems like CAD. Filtering and prioritizing the most relevant details to support effective decision-making remains an ongoing challenge.
Staffing Shortages: Many 911 centers, including Saginaw, are grappling with staffing shortages, often leading existing personnel to shoulder increased workloads. A national survey conducted by the National Emergency Number Association (NENA) and Carbyne revealed that 82% of 911 centers reported being understaffed, with challenges in hiring and retention.
Training Needs: Keeping dispatchers updated on evolving protocols, new technology, and local policies is critical in a dynamic 911 environment. However, the sheer volume and complexity of information make it challenging for staff to retain everything they need to know, especially in high- pressure situations.
Policy Navigation: Dispatchers must often sift through complex and detailed policies to find the specific information needed for non-emergency tasks, such as incident reporting and administrative documentation. This can slow down processes and create additional stress in time- sensitive situations.
The Solution
Using GPT-trainer’s AI framework, Saginaw County 911 Dispatch Authority deployed a series of AI agents to assist their dispatchers. Each AI agent is trained on a different data set and built for designated specialties.
- CAD Administrator Assistant: : Provide expert guidance and support on Motorola Premier One CAD provisioning, helping users with configuration, management, and troubleshooting of the system.
- Supervisor Assistant: Support 911 supervisors by assisting with adherence to NENA standards, the Incident Command System (ICS), and emergency response protocols.
- Training Assistant: Provide training for 911 dispatchers, focusing on developing critical skills through scenario-based learning and the Socratic method. It generates interactive training materials to enhance dispatchers' ability to think critically, make sound decisions, and communicate effectively in emergency situations by simulating realistic scenarios and providing adaptive feedback.
- Policy and Procedures Action Agent (PPAA): Assist dispatchers in effectively managing and adhering to internal policies, procedures, and external regulations. Provides employees with instant access to accurate and up-to-date HR, compliance, procedure and policy information.
Results
Streamlined Information Access and Operational Efficiency Through AI Integration
Since the launch of the AI bot system in July 2023, there have been approximately 1,900 interactions, averaging about 23 interactions per week. This system delivers two key benefits:
- Enhanced Dispatcher Support: The AI bots provide quick and reliable access to critical protocol, procedural, and operational information. Dispatchers can independently find the answers they need, improving decision-making efficiency during emergencies.
- Optimized Administrative Processes: The AI bots enable asynchronous communication, allowing employees in a 24/7 operation to access information on administrative policies without requiring around-the-clock administrative support. This helps reduce the load on HR and administrative staff, freeing them to focus on higher-value tasks.
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