Orange County NC Website
Browse       Search
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 />Solutions for Local Government, Inc. 2 <br />