More calls reviewed. No new QA position.
APCO/NENA ANS 1.107.2-2025 asks emergency communications centers to review 1% to 3% of calls for service, depending on center size. GovIQ CallScore scores well past that against your own rubric, and routes every score to a supervisor who can override it.
What your QA program gains
How GovIQ CallScore Works
Recorder agnostic by design. Start with drag and drop upload on day one, then move to an automated nightly SFTP drop or a one way API pull from NICE, Eventide, Exacom, Equature, Revcord, HigherGround, or Zetron. No rip and replace, no changes to your system of record, and no agent software on dispatch positions.
Ingest
Upload audio through the secure web portal, or let an automated nightly SFTP batch pull it from your recording system.
Transcribe
Full verbatim transcription with speaker diarization. Searchable, timestamped text output.
Score
Each call is scored 0 to 100 against your agency's own rubric, with the transcript evidence attached to every criterion.
You review
Supervisors review, override any score, add coaching notes, and approve. Your team has final authority on every call.
Where our scope ends
A QA/QI program is much bigger than call scoring. GovIQ CallScore is the scoring layer, not the program. Here is exactly what that means.
| GovIQ CallScore does | Your agency keeps |
|---|---|
| Transcribe and score calls against your rubric | Policy, protocols, and scoring thresholds |
| Surface high acuity and outlier calls for review | Feedback, coaching, and remediation |
| Route every AI score to a supervisor for override | Final performance determinations |
| Produce audit ready, evidence linked scorecards | Records retention under your state and local policy |
On automated QA and the standard. Section 6.3 of APCO/NENA ANS 1.107.2-2025 requires that agencies using automated QA/QI systems have a way to validate that those systems perform accurately, and keep oversight and calibration processes in place. CallScore is built for that obligation: every score is supervisor reviewable, every override is logged with who, when, and why, and original AI scores are preserved so your calibration reviews have something to calibrate against.
AI proposes. Your supervisors decide.
CallScore never issues a performance determination. It proposes a score with the transcript evidence attached, and a supervisor decides what stands. Override any criterion, add coaching notes, and approve before anything is shared with your team.
Your rubric, your weights
Define your own categories and weights: Protocol Adherence, Empathy, Information Gathering, Urgency Recognition, or whatever your agency evaluates. We configure changes for you, typically same day.
Ask the AI about any call
The AI Coach has read the full transcript and analysis. Ask why a call scored low, where the caller became agitated, or what to raise in coaching.
Consistent across reviewers
The same rubric is applied the same way to every call, which gives your quarterly calibration reviews a consistent baseline to measure supervisors against.
Before and after GovIQ CallScore
| Metric | Without CallScore | With CallScore |
|---|---|---|
| Review rate | At or near the Table 1 minimum | Well above the Table 1 minimum for your center size |
| Time per review | 30+ minutes manual | About 3 minutes, supervisor review |
| Time to start a review | Whenever a supervisor has a free hour | Queue ready by morning, inside the 3 to 5 day window |
| Scoring rubric | Applied differently by each reviewer | Standardized and auditable per agency |
| Record keeping | Paper-based or spreadsheets | Digital audit trail, 365-day retention |
How pricing works
Start with a pilot scoped to fit your purchasing-card limit or your innovation budget, so you see CallScore running on your own calls before you buy. Annual plans are priced on volume and scope: your call volume, the coverage level you want, and how recordings reach us. All plans include CJIS-ready hosting, encrypted storage, custom rubrics, unlimited supervisor accounts, and 365-day audit log retention.
Pilot & Starter
- Manual upload
- We work within your purchasing-card limit
- Runs on your own calls, custom scoring rubric
Small cities and counties. We work with your agency.
Enterprise
- Manual upload, automated nightly SFTP, and one way API pull
- Queue ready by morning
- Unlimited supervisor accounts and custom scoring rubric
- Dedicated infrastructure and custom SLA available
From a single PSAP to metro volume. Priced on the calls you actually process.
These tiers are for orientation, so you can see roughly where your agency fits. Your coverage level is yours to set, from the recommended sample in APCO/NENA ANS 1.107.2-2025 Table 1 up to every call. Exact scope and pricing are set with you. Not sure where you land? Start with a limited-time pilot on your own calls.
See how agencies buy this, including P-Card and micro-purchaseProcessing thousands of calls a day?
Need GovIQ CallScore deployed on your own infrastructure? Contact our solutions team for custom SLA volumes and managed hybrid deployments.
Contact SalesBuilt for CJIS-ready environments, with almost no IT lift
Zero on-premise hardware, zero software installation, and zero network changes. Your team reaches CallScore through a standard web browser.
What your IT team actually does
Approve a B2B guest invitation
5 minutes. Accept the email invitation in your Entra ID admin portal.
Configure SFTP export (optional)
1 to 2 hours. Point your recording system's nightly export at our secure endpoint. One way only, so nothing writes back to your system of record.
Conditional access review (optional)
30 minutes. Verify your MFA policies apply to B2B guest access.
Platform highlights
Tenant isolation
Separate database, separate storage, separate encryption keys per agency. Cross-tenant access is architecturally impossible.
Zero public exposure
All backend services operate on a private network with no public internet access to the data plane. TLS 1.2+ for everything in transit.
No long-lived credentials
Zero long-lived credentials anywhere in the system. Strict session management following CJIS guidelines.
Role-based access
Agents see only their own calls. Supervisors see all calls. Admins manage settings. No role can exceed its boundary.
Immutable audit trail
Every user action logged with 365-day WORM retention. Tamper-proof records for compliance reviews.
Never trains a public model
Your call audio and transcripts stay inside your tenant boundary and are never used to train a public model.
High-stakes calls, scored
The same scoring engine used to support QA programs in dispatch centers applies anywhere recorded calls carry regulatory, legal, or financial weight. Your rubric, human override, complete audit trail.
Insurance claims
Score adjuster calls for disclosure compliance, accurate coverage explanation, and proper escalation, across far more calls than a manual sample allows.
Medical telehealth QA
Score nurse and clinician calls for protocol adherence, patient communication standards, and HIPAA-sensitive handling, with supervisor override and full audit log.
Review more calls, starting this quarter
No RFP required. Flexible procurement options available. Your secure tenant can be provisioned within 24 hours.
contact@goviq.us · We welcome your agency's CJIS security review.