9-1-1 Quality Assurance

The Escambia County Public Safety is seeking a vendor to provide 9-1-1 Quality Assurance reviews for FY26. The selected vendor will be required to perform EMD/EFD Quality Assurance as a core service offering, provide a minimum of 100 EMD QA call reports per month, and 50 EFD QA call reports per month, and conduct two on-site visits per year. The vendor must have experience with NICE Inform QA software and reporting tools, and provide proof of relevant certifications and/or training in EMD/EFD Quality Assurance. • The vendor must have experience in EMD/EFD Quality Assurance as a core service offering. • Evaluators must be currently or previously certified as EMD-Q, APCO CTO, or have at least five years of experience as a 9-1-1 emergency call taker. • The vendor must demonstrate experience with NICE Inform QA software and reporting tools. • The vendor must provide a minimum of 100 EMD QA call reports per month and 50 EFD QA call reports per month. • The vendor must conduct two on-site visits per year.