Phoenix Police Department Earns Top National Award for Innovation

The Phoenix Police Department received national recognition for its groundbreaking use of technology to better serve the community,  earning the top honor at the 2025 Versaterm Innovation Awards Ceremony in Salt Lake City, Utah, this week at the Versaterm Re:Invent Users Conference.

Chosen from among public safety agencies, forensic labs, court systems and schools across North America, Phoenix PD was recognized for its creative and community-focused approach to using Versaterm solutions to enhance communication, streamline operations and strengthen support for crime victims.

"I think it's because we are creative, we are innovative," Assistant Chief Ed DeCastro said. "We do think outside the box, and we always try to make ourselves better. We have a continuous improvement mindset, and if there's something we can be more efficient and effective in, we pursue it."

In August 2024, the department launched CommunityConnect, an automated customer service platform that sends text messages and emails directly to 911 callers and crime victims. The tool also provides mobile-friendly surveys for community members who interact with officers. By keeping residents informed and gathering real-time feedback, CommunityConnect has helped build public trust while supplying valuable data for data-driven decision-making within the department.

"The community loves it, it's been really well received," said Communications Bureau Administrator Allie Edwards. "When I talk about it at community meetings, the feedback has been nothing but positive."

Phoenix PD soon expanded its innovation efforts with CallTriage, a conversational AI system that automatically routes non-emergency calls to the most appropriate resource. Within just two months, the department saw a 17% reduction in non-emergency calls, freeing up dispatchers and officers to focus on higher-priority incidents.

Perhaps the most impactful advancement came when Phoenix PD partnered with Versaterm to extend the CommunityConnect platform to support sexual assault survivors. The new feature allows survivors to securely check the status of their Sexual Assault Evidence Kit online at any time, offering transparency and empowering access to information throughout a difficult process.

"When we were first approached, I thought it was a really innovative way to use a system that wasn't designed for this," Assistant Crime Lab Administrator Ben Swanholm said. "Through our collaboration, we've expanded the platform's scope to truly meet the needs of our community."

Police Administrator Amanda Markham, who managed the implementation of the Versaterm technologies, said the recognition reflects the department's commitment to turning ideas into meaningful change.

"This project shows what can happen when we push the limits of existing tools to serve people better," Markham said. "Innovation solves real problems and that's exactly what we've done."