APCO addresses public safety communications center key performance indicators.


The Association of Public-Safety Communications Officials (APCO) International has filed a Project Initiation with ANSI and has issued a call for participation for workgroup members to participate in the creation of an ANSI standard addressing Public Safety Communications Center Key Performance Indicators.

This standard will identify specific areas of communications center performance, which should be measured in order to benchmark center effectiveness. The standard will provide communications center management with Key Performance Indicators (KPIs) as they relate to the operational performance of communications centers. Topics may include, but are not limited to: number of 9-1-1 calls, time to answer, number of emergency/non-emergency incidents, number of abandoned calls, length of call, wired/wireless/text/TDD/TTY and Next Generation sessions, trunk group, number of calls transferred, police/fire/EMS calls handled, customer satisfaction, and frequency of review.

Source: APCO

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