SERVICE LEVELS
FY 2025 Target
FY 2022 Actuals
FY 2023 Actuals
FY 2024 Actuals
Quantifiable Factor(s)
Activity Demand/Workload Evaluate emergency (Pri 1 and P) calls received for service Evaluate approximately 3% of emergency calls dispatched for service Evaluate emergency calls dispatched for Service Answer emergency calls for service within national standard time
94,393
29,212
25,234
30,000
1,240
1,320
1,056
1,200
N/A N/A
N/A N/A
N/A N/A
1,000
30,000
FY 2022 Actuals
FY 2023 Actuals
FY 2024 Actuals
FY 2025 Target
Efficiency/Effectiveness Measures
22.05
25.37
27.79
29.49
M&O budget per capita for the Participating Cities Overall average score of randomly evaluated calls at or above 90% accuracy Average overall QA score for call processing efficiency Average dispatching time (in seconds) per Priority P and Priority 1 call (APCO industry standard is 60 seconds) Percentage of emergency calls answered in 10 seconds or less
93%
94%
96%
95%
N/A
N/A
N/A
95%
58
54
52
60
95%
95%
92%
90%
205
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