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E-911 System Performance Overview

​Goals

  • Improve service
  • Employ the best technology available to expedite emergency response
  • Establish consistent performance metrics
  • Reduce delay (eliminate) in transfer of emergency calls
  • Faster emergency response times
  • Enhance interoperability and coordination amongst responding agencies
  • Fewer errors due to standardized call handling and dispatch protocols
  • Save significant amount of taxpayers’ dollars

Higher Standards

Then: No Countywide Dispatch Call Processing performance standards or protocols. State minimum call answering standard.
Now: Established stakeholder approved countywide standardized protocols and practices and implemented best practice standardized protocols for Emergency Fire calls.

Then: No Countywide reporting of quantitative performance.
No Countywide reporting of qualitative performance and tracking of reported incidents. Reports kept internal by dispatch centers.
Now: Implemented stakeholder approved hightest and best standards for call answering and processing. Open and transparent Countywide performance reporting; Incident Management Tracking and Quality Improvement Program in place.

 

​By the Numbers

Nearly $500 million invested, including BSO dispatching services contract and equipment replacement

Exceeding performance standards for 95% of calls answered in 20 seconds, 95% of alarm calls answered in 15 seconds, and 99% of alarm calls answered in 40 seconds

90% of all 911 calls answered in less than 10 seconds –consistently exceeding state minimum standard and outperforming independent dispatch centers

93% reduction in call transfers compared to pre-consolidation numbers

38% reduction in total call volume FY2018 compared to FY2013 (removed municipal related calls from the system)