AM.06

v1.0 - March 2024

Core Capability

Published

DCF Core Capability

As a 999 call handler,

I want the system to automatically record audio of all incoming 999 calls,

So that I have a complete and accurate record of the conversations for reference and documentation purposes.

Acceptance criterion 1:

Given that the 999 call handler is permitted to log into the system and record incoming calls,

When an incoming 999 call is connected,

Then, the system should automatically start recording the audio of the call to capture both sides of the conversation until the call is concluded or manually stopped by the call handler.

Acceptance criterion 2:

Given that the 999 call handler is permitted to log into the system and record incoming calls,

When an incoming 999 call is recorded,

The the system should record the call automatically and provide a clear indication to the call handler when the audio recording is in progress.

And the system should ensure:

• the audio recordings are timestamped and labelled with relevant call information, such as the date, time, and caller's contact details

• the audio recording is high quality and easily understandable

• the audio recording is securely saved and stored

• the audio recordings should be easily accessible and retrievable by authorised personnel only

• the audio recordings are retained for a specified period as per regulatory requirements

• compliance with data protection regulations

• the confidentiality and privacy of the audio recordings

• the audio recording cannot be changed or deleted

DCF Core Capability

As a Ambulance Service Provider,

I want the system to have the capability to record audio of all incoming 999 calls,

So that the recording can be used for training and audit purposes.

Acceptance criterion 1:

Given an Ambulance Service Provider is permitted to record incoming 999 calls,

When an audio recording of an incoming 999 call is used for training and audit purposes,

Then the system should ensure the audio recording is of a high quality with all relevant information and details captured accurately.

And the audio recordings should be easily accessible and retrievable for training and audit purposes.

And the system should have a feature that allows call handlers to add notes or annotations to the audio recordings, providing additional context or information for future reference or training purposes.

DCF Core Capability

As a system administrator,

I want the system to have auditing capabilities to track and monitor access to the recorded audio,

So that I can ensure the security and privacy of the recorded data.

Acceptance criterion 1:

Given a system administrator is permitted to track and monitor access to the recorded audio data,

When access to the recorded data is reviewed,

Then the system should provide an audit feature to log and record all instances of access to the recorded audio, including the date, time, and users who accessed the data.

And the audit log should:

• include details such as the purpose of access, duration of access, and any actions performed on the recorded audio

• have security measures to ensure that only authorised personnel can access the recorded audio and view the audit trail

• comply with relevant data protection and privacy regulations to ensure the security and confidentiality of the recorded data

Acceptance criterion 2:

Given a system administrator is permitted to track and monitor access to the recorded audio data,

When the audit log of recorded audio data is reviewed,

Then the system will permit configuration of the audit settings based on specific requirements and compliance regulations.

And the system should detect and alert the system administrator of any unauthorised access attempts or suspicious activities related to the recorded audio providing regular reports or notifications to the system administrator regarding the access and usage of the recorded audio.

And the system should have backup and recovery mechanisms in place to safeguard the integrity and availability of the audit trail and recorded audio data.

DCF Core Capability

As a system administrator,

I want the system to maintain an log of all access attempts to the recorded audio files, including the date, time, and user who accessed the files,

So that I can ensure accountability and traceability of access to sensitive data.

Acceptance criterion 1:

Given a system administrator is permitted to access system logs,

When a user attempts to access the recorded audio files,

Then the system should record and store the date and time of each access attempt and the user information (such as username or unique identifier).

And the system should log both successful and unsuccessful access attempts to the recorded audio files generating reports summarising the access data.

And the system should have real-time monitoring capabilities to alert the system administrator of any suspicious or unauthorised access attempts.

Standards Compliance

STD157 Formatting dates and times in data

DCF Core Capability

As a system administrator or clinician responsible for auditing data,

I want the system to allow me access to voice recordings that are matched with Computer Aided Dispatch (CAD) records and the audit tool,

So that I can review and evaluate calls accurately and efficiently

Acceptance criterion 1:

Given a system administrator or clinician is permitted to audit data,

When an audit on the call recording data is performed,

Then the system should provide a user friendly interface that facilitates the search and access of voice recordings matched with the corresponding CAD records.

And the system should provide a seamless integration with the audit tool, allowing auditors to easily access and review the recordings.

And the system should have appropriate security measures in place to ensure that only authorised auditors can access the voice recordings.

Standards Compliance

STD157 Formatting dates and times in data

DCF Core Capability

As a system administrator or clinician responsible for auditing call / voice recordings,

I want the system to provide automatic access to online auditing via functionality that links voice recordings, Computer Aided Dispatch (CAD) and the audit toolkit together

So that it streamlines the auditing process and ensures consistent and standardised evaluations.

Acceptance criterion 1:

Given a system administrator or clinician is permitted to audit call recordings,

When audit is completed using online functionality,

Then the system should automatically link the voice recordings, CAD records, and the audit toolkit using a unique code or identifier providing a seamless transition.

Acceptance criterion 2:

Given a system administrator or clinician is permitted to audit call recordings,

When accessing a call recording for audit purposes,

Then system should automatically link to an audit toolkit with all the necessary functionality to conduct a comprehensive evaluation of the call recording.

And the system should provide an interface that facilitates easy navigation through call records with the the ability to add comments, annotations, and assign evaluation scores.

And the system should automatically save and store the audit results, generating reports and linking them to the respective voice recording and CAD record for future analysis and reporting.

And the system should have appropriate access controls in place to ensure that only authorised auditors can perform online auditing and access the audit toolkit.

DCF Core Capability

As a system administrator or clinician responsible for auditing call / voice recordings,

I want the system to allow me to audit live calls at random,

So that I can perform live call audits.

Acceptance criterion 1:

Given a system administrator or clinician is permitted to audit call recordings,

When accessing a call recording for audit purposes,

Then the system should provide the necessary functionality and tools for auditors to select, assign and audit live calls at random also providing notifications or alerts when a call is assigned.

And the system should provide an intuitive interface for documentation and evaluation to provide real-time feedback.

And the system should automatically save and store the audit results for future reference and analysis.

And the system should have appropriate access controls to ensure that only authorised auditors can access and audit live calls.

DCF Core Capability

As a system administrator or clinician responsible for training,

I want the system to provide a mechanism to search and filter the audit log based on specific criteria, such as user, date, or IP address,

So that I can easily retrieve and analyse relevant audit log data for training.

Acceptance criterion 1:

Given a system administrator or clinician is permitted to access the system to provide training,

When an audit log search is performed,

Then the search results should be displayed in a clear and organised manner, showing relevant information such as date, time, user, and IP address.

Standards Compliance

STD157 Formatting dates and times in data