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In 2016, the Fire Department of the City of New York (FDNY), the largest fire department in the United States and the second largest in the world, sought a solution to help enhance and optimize response times for its 1.5 million emergency calls a year. The FDNY realized improvements could be made with response time, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for each call type.


The challenges

The FDNY was reliant on an old triage system, established in the 1980s, that required dispatchers to follow a paper-based system to determine how critical each medical call was in order to dispatch the correct ambulance.

The FDNY wanted a flexible, intelligent triage system that would deliver powerful data insights to aid continuous improvement.

Uniformity among all call-takers was a priority. The department is handling large volumes of calls, so training call-takers and drilling them on every question on every possible scenario was getting harder.


The solution

Geoff Land, CEO of Infinity CCS, was able to exploit his company’s 20 years’ experience designing world-class technology for contact centers to engineer the bespoke FIT (Flexible Intelligence Triage) Platform to meet the needs of the FDNY.


For the full case study by FDNY, please visit: http://www.fdnypro.org/fdny-computerized-triage-software/

“For all our calls, processing time went down by 6.7 seconds, and we also found that processing times for our high priority calls – those that are potentially life-threatening – went down by 3.6 seconds.”

Edward Dolan, Deputy Commissioner

FDNY FIT Case Study
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The solution was built around 3 key elements:

  • It required a system to allow it to alter flows
  • Needed flows to be changed by internal resources
  • Required flexibility to implement ‘Pandemic’ emergency triage flows
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Data Intelligence
  • Interpretation of complex workflows when taking a 911 call
  • Ability to make immediate intelligent decisions
  • Automated integration to CAD
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Triage Optimisation
  • Ability to use medical algorithms and electronically transpose them into FIT to provide consistent and accurate outcomes
  • Measurement to allow improvement


  • Faster response times

  • Improved dispatch accuracy

  • Reduced call processing times

  • Improved dispatch training

  • Automated manual processes

  • Gathering end to end data on all calls

  • Uniformity among all call-takers

  • Significant operational efficiency gains

We were the first and, to my knowledge, the only EMS system in the country that successfully bought a computerized triage software application from a company that doesn’t build their application just for 9-1-1 use.

Deputy Commissioner, Edward Dolan