“Since we started using 911eye we have received positive feedback from our citizens through Facebook, the news media and at our Council meetings. We are delighted to have added this innovative tool to the systems that our dispatchers already use. We are encouraging them to ‘think outside the box’ and …

“It was clear to us that communication was the key and our starting point was creating ‘high visibility’ with posters highlighting our focus on quality and notifying staff of the accreditation process. We used our staff intranet (‘The Loop’) to keep everyone updated on progress. Regular review was equally important …