Infinity CCS helps the FDNY to answer emergency calls faster, win prestigious Community Mayors Nicholas DeGaeta Award

Infinity CCS, UK-based technology provider, congratulates its client, the Fire Department of the City of New York (FDNY) project team, on winning the Department's Community Mayors Nicholas DeGaeta Award for the implementation of its 9-1-1 Computerized Triage System.

FDNY has worked with Infinity CCS since 2016 to deploy the new system, FIT (Flexible Intelligent Triage) Platform, which is based on Infinity CCS’ call scripting and workflow solutions for call centers.  The FIT Platform was successfully deployed in 2016, and has now been in continuous use for nearly three years, supporting the FDNY's ability to rapidly and accurately process the 1.5 million 9-1-1 calls for medical emergency assistance that it receives annually.

“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,” said Edward Dolan, Deputy Commissioner.

“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. Most importantly, we have seen a dramatic improvement in quality of the call triage assignment.”

Numerous members from multiple FDNY bureaux collaborated to successfully design, implement and train EMTs as well as identify the questions and call type assignments that the new triage system would use.

Completing this monumental task and meeting one of the Department’s main mission objectives of allowing 1.5 million EMS calls to be processed faster and more accurately, saw all members of the project team were presented with the FDNY's Community Mayors Nicholas DeGaeta Award.

Prior to the implementation of the computerized system, 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.

In the nearly three years since it has been rolled out, the new computerized triage system has  improved response times, data tracking and dispatch training, as well as accuracy of dispatching the correct resources for each call type.

“We’ve implemented a whole new system without a hitch” concluded David Prezant MD, Chief Medical Officer of FDNY. “I think it’s a huge accomplishment.”

About Infinity CCS

Infinity CC Ltd has over 20 years’ experience designing world-class technology for contact centers, powering dynamic workflow engines that yield measurable efficiencies. Our technology is used by more than 12,000 users across 13 countries, in multiple languages.

Infinity’s proprietary technology - the FIT Platform - is bringing the expertise of the world’s largest contact centers to EMS triage. Our flexible workflow engine is game changing, delivering critical efficiencies beyond the legacy off-the-shelf 9-1-1 triage systems. Learn more at

About FDNY

The Fire Department of the City of New York (FDNY) is the largest Fire Department in the United States and is recognized as the world's busiest and most highly skilled emergency response agency.

The Department's main goal is to provide fire protection and other critical public safety services to residents and visitors in the five boroughs.

Since its inception in 1865, FDNY has helped lead efforts to make New York the safest big city in the nation.

FDNY not only responds to more than a million emergencies every year, its personnel also strive to prevent them by continually educating the public in fire, life safety and disaster preparedness, along with enforcing public safety codes.

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