A SMART CHOICE FOR LAW ENFORCEMENT TODAY

Transcription

1 A SMART CHOICE FOR LAW ENFORCEMENT TODAY Today s Law Enforcement agencies are facing increasing documentation demands in a time when shrinking budgets make it necessary to reduce clerical staff. This results in sworn detectives and other personnel spending an excessive amount of their valuable time typing up documentation. Backlogs leave case files incomplete, increasing risk to public safety and delaying court actions and timely prosecutions. Law Enforcement agencies across the country are striving to find cost effective solutions to ease the burden of documentation and get their people back to using their specialized knowledge and expertise. Off-site outsourced transcription provides a quick, secure and effective solution to relieve Law Enforcement personnel of hours of daily documentation. Using an outside transcription service to type case notes, narratives, reports, interviews, warrants and other documents frees substantial amounts of time, speeds up case workflow, reduces backlog and gets officers back to their work in the field. This paper includes the uses for outsourced transcription in law enforcement as well as guidelines for selecting a provider.

2 WHAT IS OUTSOURCED TRANSCRIPTION? Outsourced transcription is an external service that accepts dictated or otherwise recorded material and types it to your specifications. Unlike in-house transcription, it is available 24 hours a day, 7 days a week, year round. The turnaround time can be a fraction of what in-house clerical staff can provide in some cases as little as one to three hours. HOW IT WORKS RECORD SUBMIT RECEIVE Notes Interviews Interrogations Investigations Content Upload Dictate Fax U.S. Mail Download Receive via FTP BENEFITS OF USING A TRANSCRIPTION SERVICE FREES UP SUBSTANTIAL TIME FOR CRITICAL TASKS Offloading typing tasks to an outside service enables your detectives, investigators and other personnel to spend more time on the jobs they were hired and trained to do. The Oregon State Police recently estimated that if all 92 of their criminal detectives used their existing transcription service it would save over 33,000 hours of detective time over the course of a biennium the equivalent of 8 full time detectives and it would cost only 14% as much. 1

3 QUICK START UP On a recent survey by the National Association of Chiefs of Police, nearly 80% of chiefs and sheriffs who responded said the search for new recruits is becoming more difficult. 2 It can take months to locate, recruit, hire and train additional personnel. Likewise, technology initiatives can require long implementation periods, significant funds and lengthy training efforts. Transcription makes your department more productive immediately without any upfront time or money and without hiring any new staff. Agencies can use their existing equipment computers, telephones, internet connections, handheld digital recorders and mobile devices. REQUIRES MINIMAL TRAINING Using a transcription service is a straightforward process, so police personnel and clerical staff can start using it quickly with little or no training. This is important since high turnover rates mean that new officers are starting all the time. ENABLES MORE TIMELY UPDATES TO THE CASE RECORD Officers can dictate their notes immediately after an investigation or interrogation, while the details are fresh in their minds. A typist completes the document and the service delivers it back to the user s . Turnaround times vary with providers. The faster the turnaround time, the faster the case record is complete, which leads to more timely completion of criminal cases and quicker hand off to district attorneys. USES FOR TRANSCRIPTION IN LAW ENFORCEMENT Transcription can benefit anyone in law enforcement who could use more time doing their core job functions and less time typing documentation. Examples include: FIELD INVESTIGATIONS Arson investigators, detectives, drug enforcement detectives, insurance fraud investigators and others who need to record notes from off-site locations can easily and quickly send in their notes from the scene. This increases the detail and accuracy of the notes, and gets the final report completed more quickly. FIELD OPERATIONS Officers who are undercover or who only have access to a telephone can call in their transcriptions from anywhere and have them securely transcribed and sent to any designated no computer or recording equipment required.

4 INTERVIEWS Verbatim recordings of suspect and witness interviews and confessions can be produced immediately or sent later if and when you need to produce a transcript for court or fulfill a request of the district attorney. Law enforcement personnel involved in the interviews can record their notes and summaries, saving them the time required to type them. INTERNAL INVESTIGATIONS Outsourced transcription provides a confidential way to transcribe highly sensitive information, while still achieving the time savings of transcription. Only the people who need to see the information within your department will ever view it. ADMINISTRATIVE SUPPORT FOR EXECUTIVES Police administrators, Police Chiefs and other executives spend a great deal of their time producing or reviewing media requests, reports to the legislature, articles for publication, and correspondence with members of the public. Using a transcription provider can greatly reduce the amount of time it takes to type these documents. Administrators can use the service directly, or it can be used by their support personnel, freeing them up to work on more important tasks. ELIMINATING BACKLOG Budget and staff cuts have left departments with large backlogs of documentation that bog down the system. A transcription company with a large base of typists and fast turnaround can eliminate the backlog and get the agency back on track. $ COSTS OF AN OUTSOURCED SOLUTION Transcription services are generally priced by the length of recorded dictation, by the number of typed pages, or by the number of typed words. Typical fees range from $3.75 to $7.00 per page (about 300 words per page). Prices can be much higher depending on the factors an individual company uses, so it is critical to understand the pricing structure when evaluating any potential provider.

5 COMMON FACTORS THAT INFLUENCE PRICING INCLUDE: Turnaround times. Some providers offer tiered pricing depending on when you need your documents returned. Use of off-shore typists. Providers who use less expensive off-shore labor can sometimes offer lower rates. Multiple speakers on a dictation versus a single speaker. Rates to transcribe multiple speakers are usually higher. Minimum usage or minimum charge requirements. In some cases, providers charge a standard amount for each invoice over and above the charges for the actual transcription. In other cases, there is a recurring monthly charge or an overall minimum usage charge. Software licenses or usage fees. Providers may offer software to record and upload dictations using a computer. When evaluating providers, ask if there is a charge to purchase or use the software. Quality of audio. Some providers vary their rates based on the quality of the recorded dictation. Other start up costs. HOW CAN I DECIDE THE BEST PRICING METHOD FOR MY AGENCY? There are pros and cons to the various pricing methods. Key factors include: 1. Priced by the page: Pro: Provides a way to visualize the likely size of a job in terms which are familiar to the user. Consider: You pay for the full page (or half page, if offered) regardless of the true length of the transcription. 2. Priced by the length of audio: Pro: Provides an accurate way to estimate your costs upfront Consider: You pay for the entire length of the audio, including non-words (ah s, um s, etc.), pauses in the dictation or conversation, and corrections 3. Priced by the word: Pro: You pay only for the words that are actually typed, nothing else Consider: Harder to estimate the number of words upfront, so closer usage monitoring may be required to stay within budgets Take extra time to research companies that require you to get individual quotes for each job. These tend to be smaller services with less capacity.

6 WHAT TO LOOK FOR IN A TRANSCRIPTION PROVIDER Consider the following when choosing a transcription provider. TURNAROUND TIME- FROM THREE HOURS TO THREE DAYS There is a wide range of turnaround times among transcription providers from under three hours to three days or longer. Use the following points to make sure a provider delivers the turnaround times your agency requires. Make sure you can contractually obligate your provider to a specific average monthly turnaround time so that are you assured they will consistently comply with your required turnaround time. Ask whether there are additional charges for quicker turnaround times. For example, a provider may state that they offer same day turnaround, but their standard rate may be based on three days. You may be charged additional fees for the quicker return. Law Enforcement agencies are on the job around the clock. Check that a provider will be able to process your transcription jobs 24 hours a day, 365 days per year, so that you are not incurring delays during off hours. Check provider references to ensure that they have delivered the required turnaround times for other law enforcement agencies. CAPACITY There are many local voice transcription services with a small number of typists who can provide a limited amount of work. Ask potential transcription service providers to assure they have the capacity to meet your agency s demand. Estimate the number of narratives, reports or other pieces of information you produce in a given time period, and make sure the transcription company can provide the capacity you need. Estimate the number of calls your staff will be making to the transcription provider and get confirmation that they have a sufficient number of phone lines to handle the anticipated call volume. Check that a potential provider can process documents from multiple cases in one call instead of requiring users to place a new call for each case. Check provider references to ensure that they have met the capacity needs of other large agencies.

7 OPTIONS FOR SENDING YOUR DOCUMENTATION FOR TRANSCRIPTION Some transcription providers have limited ways for submitting transcription. But the more ways a provider makes it easy to send recordings and dictations for transcription, the more effective the service will be for your agency. Consider how your department s workforce documents their notes and reports. Do some document at night or at the end of the day? Do others prefer to do their documentation at the office from their desks? Does your agency use dictation devices? Ask if the provider offers multiple ways for your workers to input their case notes by toll-free telephone dictation, uploaded from your existing dictation devices, directly into mobile computers via a microphone, or directly into desktop computers. DIRECT DICTATION VIA TELEPHONE Many companies require that the materials be pre-recorded and uploaded to them for processing. Look for a provider that offers a 1-800, or similar call-in number your personnel can use to directly record dictations 24 hours a day. This enables personnel in the field to call from their mobile phones after investigation events, or any other time or place they have access to a telephone. It provides much needed flexibility that will increase usage in your agency. LAW ENFORCEMENT EXPERIENCE Ask for references from other law enforcement agencies. It is crucial to work with a provider whose typists are familiar with the nature of the content and are aware of the gravity and confidential nature of the material. CONFIDENTIALITY AND SECURITY Use the following to determine whether a provider will keep your data safe. Find out if the provider s typists work for an off-shore company. Using off-shore typists makes it difficult for a provider to enforce confidentiality and security provisions in their written agreements. A provider should be able to present a written plan showing how they keep your records confidential and how they address HIPAA regulations. Find out whether the provider requires criminal background checks and employment history from the typists and whether the typists sign confidentiality agreements. Determine if the provider s typists are geographically dispersed or located together in a call center environment. If they are located in call centers, inquire about their safeguards to prevent sharing of confidential information among typists. Ask how a provider assigns transcription jobs. Random assignment is best for keeping a typist from viewing multiple files from the same case. Determine whether the provider can retain and destroy your agency s dictations and completed documents to meet your specific needs. Ask about technical security options such as SSL, VPN, and encryption. Confirm the provider will work with you to provide the most secure solution that is compatible with your agency s technology and requirements.

8 START UP PROCESS AND COSTS The start up process should be well-planned, streamlined and free. Ask the following questions before you choose a provider: Does the provider require a contract? Is there a minimum number of jobs required? Are there fees associated with any of the following: - Additional features or software - Implementation support during the start up period - Customer service Will the provider establish the accounts for me or will my agency be responsible for setting accounts up individually? What type of support will I receive as my users get started? What types of training are available for my workers? What type of billing and usage reporting is provided? Will I pay extra for reports? FORMATTING FLEXIBILITY AND TEMPLATES Make sure the provider can adjust layout, font, margins, and other characteristics for your specific needs. Some companies provide only a standard format, which creates work later if you need to edit the document. Ask whether the provider offers templates that eliminate the need to re-dictate recurring information. Templates save valuable time for each worker who uses the template, and also contributes to consistent documentation across your organization. TRAINING AND CUSTOMER SERVICE The service should be easy to use and should offer online tutorials or other support tools and job aids. Ask about the type and extent of customer service. For example, ask if your workers would be able to talk to a representative when needed. Inquire whether you have an assigned account representative for your agency to contact for questions and support. ADDITIONAL TOOLS This paper has addressed the basic functions associated with transcription dictating and typing. However a company with a robust transcription solution can provide additional tools and benefits. Be sure to ask if there are additional features that you can use to increase productivity among your workers. Examples include templates, training tools, web sites, access to past dictations, and usage reports.

9 THE SPEAKWRITE TRANSCRIPTION SOLUTION SpeakWrite is a quick and effective way to reduce your department s administrative overhead and increase individual productivity among law enforcement personnel. SpeakWrite is a secure, 24 hour a day, seven day a week transcription company with a large staff of typists, quick turnaround, no minimums and no contracts. Outsourcing to us enables your department to refocus your critical personnel away from typing and onto the specialized work they are trained to do. SpeakWrite brings the following advantages to your department: OUTSTANDING TURNAROUND TIME SpeakWrite is under contract with our law enforcement clients to maintain threehour average monthly turnaround times. We have been successful in every case, and many users receive jobs back within one hour. This is a significant difference in what other transcription services can offer which translates directly into quicker closing of cases, improved workflow and increased productivity. PROVEN RECORD OF SUCCESS IN LAW ENFORCEMENT SpeakWrite is actively serving law enforcement agencies every day. Our typists are experienced in transcribing sensitive, confidential and sometimes troubling content for law enforcement as well as other highly sensitive fields such as child protective services. SECURE AND CONFIDENTIAL SpeakWrite protects your data with technical and procedural safeguards such as 128-bit SSL encryption. Our typists are located in the United States, undergo criminal background checks and sign confidentiality agreements. We assign cases at random to prevent typists from receiving files from the same case. You may also choose to have your transcription jobs completed by out-of state typists. This feature enhances confidentiality by ensuring that typists within your state will not view your department s files. QUICK, EASY AND FREE START UP AND SUPPORT There are no start up fees with SpeakWrite and no minimum number of jobs required. You simply pay for the work you submit and no more. Our team can get your agency up and running as soon as we get your account information. Your dedicated account manager will work with you throughout the process, and SpeakWrite will continue to provide you with live customer service and support.

10 ADDED BENEFITS SpeakWrite provides many added features and tools at no added cost: FEATURE Multiple ways to submit a transcription job -- direct dictation using a telephone, SpeakEasy Desktop Software, , fax, digital dictation audio files upload, Mail/Courier and FTP BENEFIT TO LAW ENFORCEMENT Greater flexibility leads to increased usage among personnel, resulting in more time savings and better value for the department. A personal preferences page and address book for each account holder on the SpeakWrite website Easy and practical way to for individual users to access their usage and billing information, leading to greater accountability. On-line access to the status of any job, account information, usage reports, and billing status Designated department personnel can keep track of usage details at any time, providing greater control. Ability to store additional addresses on every account The ability for any user to build a personal Word List of hard to spell words, names, acronyms and agency terminology Duplicates of completed documents can be sent to any designated address -- supervising officers, attorneys, or other interested and authorized parties. Typists use the proper spellings each time, without the user having the repeat them in each dictation. Very useful for lengthy cases where the same names and locations are used in multiple documents. Free software that enables a user to dictate into a computer, and then upload the audio file to a typist for transcription This method enables the agency and its employees to avoid mobile phone charges. Also provides a convenient method for users to dictate from their desks without any special equipment. Multiple training options -- online tutorials, webinars, and instructor led training options Dedicated support Multiple options make it easier to meet the training needs of your unique users. Dedicated account managers provide a consistent point-of-contact for your department; Customer service representative provide individualized support.

11 ABOUT SPEAKWRITE Since 1997, SpeakWrite has delivered dictation and human-powered transcription services to over 60,000 clients - in about 3 hours. Using a network of US-based typists, coupled with SpeakWrite s Smartphone dictation App and Suite of Services, completed documents are securely delivered 24/7, 365 days a year. SpeakWrite does not use voice recognition software. With SpeakWrite, there is no minimum number of jobs required; you only pay for the work you order. Visit speakwrite.com/law-enforcement-transcription today for more information or to create a free trial account that enables you to submit dictations free of charge and experience the extra benefits and features SpeakWrite has to offer. Inquire about a free pilot test in your agency to help you assess the benefits of the SpeakWrite service. Contact pilot@speakwrite.com for details. REFERENCES 1 Oregon State Police, Report to Oregon Legislature, January th Annual Survey Results, National Association of Chiefs of Police, 2008, org/20thsurv.pdf. 3 Survey Results, Oregon State Police, March 2008