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24 <br />Orange County, North Carolina <br />Communications Center Operations Assessment <br />2. Data In conjunction with Task 1, collect available data and reports <br />having to do with Communications Center workload and <br />performance based on established "best practices" (i.e. APCO, <br />NFPA, NC 911 Board); minimum-annual report/CAD data for <br />calendar year 2011; preferred, annual report/CAD data for <br />calendar years 2007-2011. <br />2.1. Calls received <br />^ Emergency <br />^ Non-emergency/administrative <br />2.2. Calls dispatched <br />^ By type; police, fire, rescue, medical, etc. <br />^ Calls received & forwarded <br />2.3. Call rate(s) <br />^ Average total calls per hour, day, month, year <br />^ Per hour/year <br />^ Average call duration <br />2.4 Emergency (911) call interval times <br />^ First Ring-to-Call Answer <br />^ Call Answer-to-Call Dispatch <br />2.5 Identify annual costs <br />^ The total annual cost of the Communications Center <br />- Personnel <br />- Operations <br />-Capital/equipment <br />2.6 Identify significant staff and/or task-to-cost ratios <br />2.7 Compare recent year data calculated for trends <br />2.8 Review, analyze, and collate data; i.e., findings and <br />observations <br />3. Study Findings Present study findings and recommendations for management <br />review <br />3.1 Process Map; i.e., process documentation <br />3.2 Performance & workload data <br />^ Call Volume <br />^ Call handling <br />^ Staffing <br />3.3 Costs <br />2 <br />Solutions for Local Government, Inc. <br />