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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 /> • Cali 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-cast 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 />