Published in: Denver News
Denver – Wednesday, November 8, 2023 – Tomorrow, the Denver Police Department and Denver 911 will launch the SPIDR Tech customer service program, which enhances communication with those who call requesting police services. After calling or using Text 911 for police services through Denver 911, the SPIDR Tech program sends automated SMS and/or email messages to callers regarding updates on the police response and the outcome of their call, including when officers’ arrival is delayed.
The benefits of the program include:
Enhanced communication for those who call or text Denver 911 for police services
Sends automated message 30 minutes after the call was received if officer arrival is delayed
Notifies the caller of certain outcomes (i.e., handled with officer response, unable to locate/gone on arrival, and officers will be on the lookout)
Automatically provides case number to victims for most types of cases, making it easier for victims to later follow up with DPD to share more information or to check on the status of the investigation
Automated messages reduce workload for busy Denver 911 call takers
Decreases follow up calls to Denver 911 seeking status updates
Reduces the number of return calls Denver 911 call-takers make to provide status updates on the response time
Sends a survey invitation to callers to measure their satisfaction with the Denver 911 call takers and responding Denver Police officers
Provides community another way to share feedback with the agencies
Results will be used to measure public opinion and improve customer service
“Just as you may receive alerts about the shipping or delivery of items you purchased from an online retailer, the system leverages technology used for years in the online commercial and retail sectors to help us improve communication and customer service for our residents, while also obtaining invaluable feedback,” said Denver Chief of Police Ron Thomas.
Demonstrating the extensive impact this tool will have in keeping 911 callers informed, Denver’s SPIDR Tech program created more than 22,000 messages during just one sample week in the months’ long quality assurance testing phase.
“Most people don’t realize the number of follow up calls our 9-1-1 professionals make daily to update callers who are awaiting a public safety response,” said Andrew Dameron, Director of Emergency Communications. “This tool will automate a large portion of that work and provide timely information to our residents who might otherwise feel the need to call us back for an update.”
News via denvergov.org
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