Oneida County Launches New Citizen Engagement & Feedback System for 911 Calls

County Executive Anthony J. Picente Jr. announced today that a new citizen engagement and feedback system for 911 calls is set to launch on July 1.

“In today’s on-demand society, we understand how important it is to keep our residents informed,” Picente said. “Much like private companies use tools to send automatic text message notifications, updates and satisfaction surveys to their customers, Oneida County is now able to do the same. We expect that this new solution will drastically enhance communication with those we serve through our 911 Center.”

The PowerEngage system utilizes text messages to keep callers informed and provide feedback after a non-life threating interaction with dispatchers from the Oneida County 911 Center. The texts are sent from hours to days after the incident and will ask callers to take a quick survey about their service experience. It will also allow residents to provide their own comments, feedback and give them an opportunity to thank the dispatcher who took their call.

The text message surveys are sent to those whose number is recorded as part of a call for service or a law enforcement member’s report, but citizens can take a text message survey and provide feedback even if they did not receive a text message here.

Callers who do not want to participate can simply not respond or let the 911 Center know in advance by calling 315-404-2971 or by going online here. They can also opt out of all future text surveys by replying to the text message with STOP.

These surveys should not be used to report any type of emergency or crime. 911 should always be called for any emergency or to report any criminal activity.

During the life cycle of certain types of 911 calls, PowerEngage will also send text messages to keep callers updated on the status of their request. This feature is designed to reduce unnecessary follow-up calls that tie up lines and take dispatchers away from other important tasks.