Performance trends

Why is this measure important?

Research shows that the quicker the right type and/or right number of resources arrive on scene, the outcome generally improves.

Factors contributing to current performance

  • Average emergency (priority) response time includes time to answer, time to process, time to dispatch, and travel time. Over the last five years, there has been an increase in the time to process (+34 seconds) and travel time (+ 25 seconds).
  • The increase in time to process may be a result of increased calls from cell phones, calls requiring language translation, the number of new hires in a training status, and the systems upgrade projects.
  • Increases in travel times may be a result of population increases and traffic congestion and/or inadequate number of police officers.

Factors restricting performance improvement

  • Traffic, staffing, and deployment of police officers may continue to adversely affect response travel times.

Performance improvement plan

  • Increasing staffing levels and improving employee retention at the ECC should reduce times for answering, processing, and dispatching calls.
  • The department is due for an evaluation of existing district boundaries and population growth to ensure that district stations and resources are strategically placed and staffed accordingly. Some planning efforts occurred in FY18, but there has been no commitment to new boundaries at this time. Furthermore, this would be a long-term improvement, as there are no plans for new district stations currently in the CIP.


Total emergency 911 calls received by Police Emergency Communications Center (ECC)

Total non-emergency 911 calls received by Police Emergency Communications Center (ECC)