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Denver launches new program to improve 911 experience

The SPIDR Tech customer service program uses text messages to give people updates on their calls for service.

DENVER — Denver Police and Denver 911 have launched a new customer service program that will make it easier for people to get updates when they call 911.

After calling or using Text 911 for police services, the SPIDR Tech program sends automated texts and/or emails to callers that provide updates on the police response. 

Features include automated messages 30 minutes after the call was received if an officer is running late, informing callers of certain outcomes, and automatically providing case numbers to victims for most types of cases so that it's easier to follow up with DPD or check on the status of their investigation. 

The new program also helps dispatchers by reducing their workload. It decreases follow-up calls to 911 for status updates and reduces the number of return calls 911 call-takers make to provide updates on response time. 

In addition, the system gives callers the opportunity to give feedback on their experiences with 911 call-takers and Denver Police officers. That information will be used to improve customer service, according to a release. 

“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 in a statement.

The release said the program created more than 22,000 messages in one week during the 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 Director of Emergency Communications Andrew Dameron. “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.”

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