PSAP Survey Results: 9-1-1 Call Answer Time Performance

Picture of Todd Piett By Todd Piett

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This is the third post on results from Rave’s 2013 PSAP Survey to which 610 PSAPs from 50 states responded.  This post covers call answering performance.  See the second post here on 9-1-1 call volumes and use of scripted protocols.

What is the performance standard or goal for call answer time (i.e. time interval from call receipt at PSAP to first Telecommunicator answering)?

Call_answer_time

Note: Respondents met the call answer performance standard in the most recent 12-month period on average 87% of the tine

What is the performance standard or goal for call processing time (i.e. answer to call dispatch time)?

Answer_call_dispatch

Note: Respondents met the call answer to call dispatch time performance standard in the most recent 12-month period on average 96% of the time

Next up, training, turnover and other workforce statistics...

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Written by Todd Piett

Todd Piett joined Rave in 2005 and today runs the global organization that has its technology deployed at thousands of colleges, universities, businesses and communities. Prior to joining Rave, Todd was responsible for launching new products for Unica Corporation where he helped drive their successful IPO. Previously, Todd was VP of Product and Marketing for iBelong, a portal provider targeting affinity organizations and a Program Manager at Dell Computer where he launched Dell’s branded ISP. Todd graduated with honors from the United States Military Academy at West Point and holds an MBA from Harvard Business School. After graduation from West Point he served 7 years in the US Army as an aviation officer.

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