Voice Recording and Quality Assurance

Case Study: Transforming Operations at Walton County Sheriff’s Office

For the Walton County Sheriff’s Office, ensuring efficient and effective operations in their 911 center was paramount. However, like many Public Safety Answering Points (PSAPs), they faced significant challenges in maintaining adherence to their Tactical Dispatch Plan amidst the dynamic nature of emergency call handling. The need for a comprehensive solution to monitor and address these operational challenges became evident, prompting the Sheriff’s Office to seek innovative approaches to enhance their efficiency and effectiveness.


Identifying the Challenges

Walton County Sheriff’s Office recognized several key challenges in their operations:

Maintaining Adherence to Tactical Dispatch Plan: With high call volumes and rapidly changing situations, ensuring that dispatchers followed the established Tactical Dispatch Plan was challenging.

Monitoring and Evaluating Call Handling Processes: Without a robust Quality Assurance (QA) system in place, it was difficult to monitor and evaluate call handling processes accurately.

Resource Allocation and Decision Making: Limited visibility into call data made it challenging for management to allocate resources effectively and make informed decisions.


The Search for a Solution

In their pursuit of a solution, Walton County Sheriff’s Office turned to Illuminate 911 Quality Assurance Service by Replay Systems. Illuminate 911 offered a comprehensive QA evaluation service tailored to meet the specific needs of PSAPs like theirs. With its user-friendly interface and customizable features, Illuminate 911 provided a solution to monitor, evaluate, and improve call handling processes effectively.


Implementation and Results

The implementation of Illuminate 911 marked a pivotal moment in Walton County Sheriff’s Office’s journey toward enhanced operational efficiency. Despite initial challenges inherent in any implementation process, the dedicated team at Replay Systems worked closely with the Sheriff’s Office to customize the program to align seamlessly with their existing workflows and protocols. Through collaborative efforts and open communication, any hurdles encountered along the way were swiftly addressed, ensuring a smooth transition to the new QA evaluation service.

The impact of Illuminate 911 on performance and results was profound. With the implementation of Illuminate 911, the Sheriff’s Office observed marked improvements in staff performance and protocol adherence, contributing to streamlined call handling efficiency and enhanced responsiveness. The average QA score increased to an impressive 97.62% on 3,516 evaluated calls, highlighting the tangible impact of Illuminate 911 on call quality and performance.

Furthermore, the recognition of two of Walton County’s telecommunicators with the prestigious “Telecommunicator Quality Performance Award” by Replay Systems served as a testament to the effectiveness of Illuminate 911 Quality Assurance. This esteemed award, which acknowledges excellence in call-taking and quality assurance, is bestowed upon individuals whose exceptional performance aligns with the highest standards of emergency response. Selected from a pool of over 1,000 call-takers across agencies enrolled in QA evaluations, the recipients exemplify the tangible impact of Illuminate 911 in enhancing call quality and ensuring optimal emergency response.



Illuminate 911 significantly enhanced the performance of Walton County Sheriff’s Office, leading to a transformation in their call handling and quality assurance practices. With the implementation of Illuminate 911, the Sheriff’s Office achieved higher QA scores, improved protocol adherence, and enhanced operational efficiency. By harnessing cutting-edge technology and industry expertise, Illuminate 911 empowered the Sheriff’s Office to elevate their standards of performance and ensure seamless emergency response operations.

The success story of Walton County Sheriff’s Office serves as a testament to the power of innovative QA solutions in transforming operations and enhancing efficiency in 911 centers. As PSAPs continue to evolve to meet the demands of modern emergency response, solutions like Illuminate 911 play a crucial role in driving positive outcomes and ensuring the safety and well-being of communities.


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