ABSTRACT
Introduction: Benchmarking for Public Safety Communication Centers (PSCCs) is relatively new. Recently, professional associations have been working on Key Performance Indicators (KPIs) to identify a number of performance metrics for call taking, dispatching, technology, quality assurance and administration. The goal of developing these KPIs is to provide fundamental metrics which are inherent in all PSCC work. Yet the standardization of PSCCs’ levels performance to these various KPIs is somewhat limited.
Objectives: The objectives of the PSCCs’ Benchmarking Survey (“Survey”) were to focus on a few of the PSCCs’ KPIs and establish a framework that allows for: 1) comparison of different public safety communications systems; 2) provide a foundation of best practices in how KPIs are defined; and 3) develop future performance standards for the profession.
Methods: This was a prospective PSCC KPI assessment online survey designed to include similar groupings for comparison by obtaining demographical information such as service area population, area square miles, service demand and finance. The survey also identified Production Methods including for example, specialized or cross trained staff. The survey defined how various performance metrics were measured, then recorded actual levels of performance of those metrics including: call processing times, protocol compliance, customer satisfaction, turnover rates and cost per call. Finally, various quality indicators were recorded in the survey such as: accreditation, training, certification, protocols and technology. Those participating in the survey were assigned a number known only to them and those collecting and analyzing the data.
Supporting documents: Appendix A
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