Government Technology

Voice Recognition System Fields Questions for Stanislaus County Jail



Stanislaus County Jail reduces incoming calls

August 5, 2013 By

In many county jails, deputy sheriffs are tasked with fielding incoming calls from the public with questions about a particular inmate.

That was the case at the jail in Stanislaus County, Calif. Before last year, a deputy sheriff spent countless hours responding to callers asking many of the same kinds of questions: Who is in custody? What are the detainee’s charges? What is the bond amount?

Stanislaus County Sheriff Adam Christianson said the calls overwhelmed the deputy sheriff to the point that he couldn’t do much else other than answer calls, manually searching the jail’s computer database for inmate case information.

“I thought, how inefficient this is that I’ve got a full-time deputy sheriff that’s doing nothing but answering the phone,” Christianson said.

At the time, roughly 80 percent of calls to the county jail’s control center were questions about inmates. To reduce that call flow, the county jail looked to an automated information services (AIS) system with voice recognition capability. The new system was implemented last December.

Now, when callers dial into the jail’s phone system, they are prompted to answer a question about the nature of their call. Callers seeking inmate or case information are redirected using voice over Internet protocol (VoIP) technology in the cloud to an AIS platform, hosted by Telerus.

Once redirected, callers simply speak the name of the inmate and the automated system pulls up case information using a continuous data feed from the facility’s jail management system, imported into the AIS. Callers then select the information they are seeking about the inmate. Christianson said that in a county jail environment, voice recognition technology provides more streamlined service than dialing in inmate names using a touch-tone process.

Nearly eight months into using the new system, the Stanislaus County jail has reduced incoming call load to the facility's control center by 80 percent, freeing up staff time for deputies to do other work. The Stanislaus County Sheriff’s Department also provides a website called Who’s in Jail? to help individuals access case information on inmates.

“Effectively offloading tasks like these has enabled deputies to better concentrate on their primary duties without the incessant ringing of the phone,” said Sgt. Chad Blake, in a statement.  “The workplace efficiency gains have been significant.”


| More

Comments

Add Your Comment

You are solely responsible for the content of your comments. We reserve the right to remove comments that are considered profane, vulgar, obscene, factually inaccurate, off-topic, or considered a personal attack.

In Our Library

White Papers | Exclusives Reports | Webinar Archives | Best Practices and Case Studies
Redefining Citizen Engagement in a Mobile-First World
Today’s consumers are embracing the ease and convenience of anytime, anywhere access to the Internet from their mobile devices. In order for government and public sector organizations to fully engage with their citizens and provide similar service quality as their consumer counterparts, the time is now to shift to mobile citizen engagement. Learn more
McAfee Enterprise Security Manager and Threat Intelligence Exchange
As a part of the Intel® Security product offering, McAfee® Enterprise Security Manager and McAfee Threat Intelligence Exchange work together to provide organizations with exactly what they need to fight advanced threats. You get the situational awareness, actionable intelligence, and instantaneous speed to immediately identify, respond to, and proactively neutralize threats in just milliseconds.
Better security. Better government.
Powering security at all levels of government with simpler, more connected IT.
View All

Featured Papers