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How 911eye has proved ‘game changing’ in the US

South River Police Department (SRPD), New Jersey, provides a very professional and effective law enforcement service. SRPD is committed to delivering its services to the highest standards possible and takes its responsibility and accountability to all stakeholders very seriously.

Our approach

911eye, originally developed as a collaboration with Capita and West Midlands Fire Service (as 999eye), allows members of the public, calling 911, to securely send live-streamed footage of incidents to emergency control rooms from their smart phone using a secure, single-use link sent from the control room.

The live images offer instant ‘on-scene eyes’ that help operators to better assess the scenario and select the appropriate resources to dispatch.

Through a long-standing relationship with Capita’s partner, the Critical Response Group (CRG), SRPD was among the first US adopters of the solution, in October 2018.

SRPD already generates video and image content from a number of sources during the life-cycle of an incident or investigation by way of body worn cameras, in car video systems, interrogation and CCTV.

Now, for the first time, SRPD has access to real-time video to increase response effectiveness and safety.

The impact

The difference was immediate:

I am pleased to report we have just utilized 911eye for our first time. A motorist unfamiliar with our community was involved in an accident. The dispatcher forwarded a link and within seconds was able to determine the location, extent of vehicle damage, description of vehicles involved and impact on passing traffic. It worked flawlessly and as intended.

Lieutenant John J. McKenna

South River Police Department

SRPD sees the introduction of the 911eye service as a ‘game changer’ in the way that it delivers their services to their community and, importantly, in how they respond to calls on that service. They now have the ability to:

  • retrieve and use real-time footage before an officer arrives on the scene, providing a continuous timeline of an incident to feed into any investigation
  • provide situational awareness, including the caller’s location, for the dispatchers allowing them to accurately deploy resources appropriate to the incident being reported
  • provide an evidential component to support decision making when responding to potentially sensitive calls
  • support an increased conviction rate and quicker guilty pleas
  • make better response decisions, faster - promoting public and officer safety.

Live use cases

Single vehicle motor vehicle crash with retention wall

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Fire hydrant seasonal flushing

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Smoke condition

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A motorist called police headquarters and reported he had struck a cement wall with his vehicle which was beginning to collapse. Due to a language barrier the dispatcher sent a link to determine the location and severity of the incident and which resources to dispatch. 

What the dispatcher saw was a cinder block retention barrier, 18” in height, separating a parking lot from a neighboring back yard. The vehicle bumper had struck the cinder blocks cracking them. It was obvious to the dispatcher this did not warrant a “code 3” response with multiple resources, and no lives were in danger.

Outcome: Reduced resources, saving time and cost together with increased safety and reduced risk as no emergency response was required.

Police dispatch received a complaint from a resident that the fire hydrant on their street corner had a bad leak which was flooding the roadway. Typically this would require a police response. The dispatcher sent a link to the resident to determine the extent
of the leak and volume of water. It was determined from the video the Department of Public Works was in the process of flushing the hydrant which required no response.

Outcome: No response required, saving Police resource time, cost and effort.

A resident called police headquarters reporting a smoke condition. A link was sent to the resident wherein the dispatcher was able to see the smoke and determine the source.

Outcome: Location and source determined to support accurate decision making and deployment of appropriate resources.


Since we started using 911eye we have received positive feedback from our citizens through Facebook, the news media and at our Council meetings. We are delighted to have added this innovative tool to the systems that our dispatchers already use. We are encouraging them to ‘think outside the box’ and make use of it as often as possible while ensuring the safety of the caller at all times.

Lt John J. McKenna


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