Case Service helps law enforcement respond quickly to citizen needs

    Posted by Voice on Oct 11, 2019 12:05:00 PM

    According to the recent Criminal Victimization report from the U.S. Department of Justice, in 2018 (the most recent data), more than 9 million U.S. households were victimized by non-violent crime including burglary, trespassing, motor-vehicle thefts and other thefts.

    Although down slightly from previous years, the study indicates that more than 7% of every household in the nation experienced one or more property type victimizations, and more than 3.4 million Americans experienced a serious property crime last year.

    About 40% of calls that come into 911 centers are for non-emergency needs. That means when citizens call for help or to file a report, they are often forced to wait for an officer to show up—officers that must first tend to emergency calls—leaving citizens frustrated and officers stretched to efficiently respond to community needs. Citizens with non-emergency calls can wait anywhere from three to 36 hours to get service.

    Case Service is designed to eliminate the wait. Through AI-powered automation, the technology cuts non-emergency wait times to zero. 

    Here’s how Case Service works:

    • Citizens connect with local law enforcement as they normally would, either by calling into 911 or using a non-emergency number.
    • Dispatch triages the call like normal.
    • For non-emergency calls, instead of sending an officer to respond, the call-taker transfers the citizen into Case Service.
    • The citizen can choose to continue to file a report via multilingual voice over the phone, via the CaseNumber mobile app, or online at
    • For non-emergency issues that do not need officer response, citizens can skip calling dispatch and go directly to the website or use the CaseNumber app for iOS and Android.
    • At the beginning of the call, the citizen sets a four-digit pin and gets a five-digit access code for the report.
    • Case Service asks questions and conducts an investigation just like an officer.
    • At any time during the call if keywords are used during the report, for example “shooting” or “stabbing,” the call can be triggered back to dispatch for immediate response.
    • Citizens can move in and out of the conversation and change the method they use to communicate at any point. They can even stop before completing a report and come back later with their report access code to finish it.
    • Case Service sends a notification through the law enforcement portal based on configuration. 
    • Notifications can be sent via text, phone call, email, or any combination.
    • Each law enforcement agency can customize who gets notifications and how they are received.
    • Once a citizen report is received, the law enforcement agency can log in and review the report. 
    • For complete reports, the agency can issue a report number and Case Service will notify the citizen.
    • For reports that need additional information, Case Service can facilitate reconnection with the citizen.
    • Case Service frees up time for law enforcement, eliminates the wait for citizens, and keeps citizens updated throughout the entire report review and approval process.

    Case Service is cloud-hosted by Microsoft and can facilitate a shift of 20% or more of crime reports to automation, effectively increasing patrol capacity and reducing re-calls to dispatch.

    To learn more about Case Service, visit

    Topics: Case Service