Jeffcom 911, serving Jefferson County, Colorado, has been recognized with a 2025 AWS Champions Award for its use of cloud technology to modernize emergency communications operations. As one of the most innovative emergency communications centers (ECCs) in the nation, Jeffcom has implemented one of the nation’s first purpose-built data analysis platforms that harnesses call metadata and transcripts to deliver new operational insights, optimize dispatcher workflows, and support more informed governance.

By pioneering the use of AWS-native solutions — including Amazon Connect and Carbyne, a 9-1-1 platform built on AWS — Jeffcom is transforming how public safety communications centers measure workload, allocate resources, and enhance non-emergency service delivery.

Project Overview
The foundation of Jeffcom’s award-winning initiative is a multi-platform telephony data integration system that ingests, analyzes, and visualizes communications data from two major AWS-backed tools: Amazon Connect, which automates non-emergency call handling, and Carbyne, an advanced 9-1-1 platform that supports real-time, location-aware emergency calls.

Using metadata and transcripts from these systems, Jeffcom is now able to analyze:

• The nature and frequency of incoming call requests 
• The geographic and jurisdictional origin of the calls 
• The disposition of each call (e.g., call for service created, information provided, or transfer completed) 

This operational data provides unprecedented visibility into the daily work of emergency telecommunicators, particularly around non-emergency and administrative call volume that may detract from their core 9-1-1 readiness responsibilities.

Challenges Addressed: Insight into Hidden Workloads
Jeffcom’s leadership launched this initiative to address two key challenges:

1. Quantifying the time and resources spent on non-emergency calls 
   Dispatchers were increasingly handling administrative and low-priority requests that required time and attention, but there was limited data on the scope and operational impact of this workload. 
2. Understanding jurisdictional call burden 
   Jeffcom’s Board of Directors needed clarity on whether certain member agencies were placing disproportionate administrative burden on the ECC — raising questions about cost allocations and internal process improvements. 

Outcomes and Impact: From Raw Data to Strategic Decisions
Through its AWS-powered solution, Jeffcom has analyzed over 87,000 non-emergency calls spanning August 2024 to May 2025. The data revealed:

• These calls totaled 1,331 hours, equivalent to 33 full-time employees (FTEs) — a significant share of Jeffcom’s 136-person operations team. 
• Common non-emergency call types included records requests, field officer support, and warrant-related inquiries. 
• The platform allowed each call to be categorized by geography and jurisdiction, enabling precise attribution of labor and time across Jeffcom’s constituent agencies. 

These insights are now directly informing strategic decisions at both operational and governance levels:

• Jeffcom is updating its Amazon Connect implementation to more effectively route and respond to common non-emergency inquiries. 
• The Board of Directors has empirical data to support cost-sharing discussions and assess internal process gaps within their respective agencies. 

What was once anecdotal is now quantifiable, empowering both dispatch operations and executive decision-makers with real-time, data-driven intelligence.

A National Model for Innovation in 911 Services
As the first ECC in Colorado to deploy Carbyne and one of the first nationwide to implement Amazon Connect for non-emergency automation, Jeffcom 911 is leading by example in applying cloud innovation to public safety. Their work has redefined what’s possible in emergency communications, offering a model that blends technological sophistication with strategic clarity.