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Council approves AI-powered 911 review and training tool, staff says data will remain in-house
Summary
On March 25 the Grand Island City Council approved procurement of GovWorks "comms coach" software to automate 9-1-1 call review and create simulated training scenarios. Staff said recordings and analytics will remain on city servers.
The Grand Island City Council on March 25 approved purchase of GovWorks’ comms coach software to automate quality review of 9-1-1 calls and to generate AI-driven training simulations for dispatchers.
The tool will scan recorded phone and radio traffic, match recordings to CAD (computer-aided dispatch) calls and flag recordings for review according to pre-set metrics, staff said. Council members were told the system can run call reviews across all calls or on selected categories (for example, medical calls or calls handled by new dispatchers).
Mister Rosenland, a city staff member who described the software to the council, said the system can also generate realistic simulated calls for training — for instance, creating a scenario with a child caller so trainees can practice age-appropriate questioning. “It allows us the opportunity to create very fairly realistic scenarios, an unlimited number thereof, for a dispatcher in their training system,” Rosenland said.
Council members asked how the call data would be handled. Rosenland said all recordings and the CAD data will remain under city control and on local servers; the vendor will not have access to the raw recordings. “All of the data stays internally with us,” he said.
Council Member Nickerson praised the tool as a constructive use of AI and asked whether examples of the software’s critiques had been reviewed; Rosenland and other staff said the system uses industry-standard review metrics that can be tailored with local policy questions and that it will highlight calls for supervisory review as well as calls that warrant recognition.
Council Member Lanfear moved to approve consent item 6R (GovWorks comms coach); Council Member Nickerson seconded. The motion was adopted. The council did not announce a roll-call tally during the meeting.
The council and staff described the approval as an effort to increase quality assurance capacity for the 9-1-1 center and to expand training tools for new dispatchers. No additional policy changes or vendor contract details beyond the vendor name and general capabilities were presented to the council at the March 25 meeting.
