PSAP Performance Metrics & Reporting Study

Thanks in advance for your participation! We value your opinion.

With our recent launch of NICE Inform Intelligence Center, we’re helping PSAP professionals build their dream performance measurement dashboards to optimize emergency response and uncover hidden insights.

By taking this brief survey, you’ll help influence the development and design of game-changing new PSAP reporting tools and practices. It should take less than 10 minutes to complete.

All participants will be entered in a drawing for a chance to win a $250 gift card! No purchase necessary to enter or win.

If you have any questions regarding this survey, please contact us at PSInfo@nice.com.

Question Title

* 1. How often do you compile PSAP performance reports?

Daily

Weekly

Monthly

Quarterly

Annually

N/A

Question Title

* 2. How much time does your PSAP spend compiling reports?

<5 hours per month

6-10 hours per month

11-25 hours per month

26-50 hours per month

51-100 hours per month

>100 hours per month

N/A

Question Title

* 3. What are your biggest reporting challenges? (select all that apply)

Time spent compiling data and producing reports

Compiling/analyzing data across multiple systems

Unlocking data buried in systems

High cost of producing reports

Delivering metrics and reporting to mobile devices

Reporting/analytics requires IT resources

Frequency of reports/ timeliness of data

Reports do not provide adequate actionable information

Question Title

* 4. Which of your reports take the most time to create every month and why?

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* 5. Thinking of your dream dashboard, how important are the following performance metrics?

	Extremely Important	Very Important	Moderately Important	Somewhat Important	Not Important at All
911 Call Answer/Ring Time	911 Call Answer/Ring Time Extremely Important	911 Call Answer/Ring Time Very Important	911 Call Answer/Ring Time Moderately Important	911 Call Answer/Ring Time Somewhat Important	911 Call Answer/Ring Time Not Important at All
Call Duration/Talk Time	Call Duration/Talk Time Extremely Important	Call Duration/Talk Time Very Important	Call Duration/Talk Time Moderately Important	Call Duration/Talk Time Somewhat Important	Call Duration/Talk Time Not Important at All
Abandoned 911 Calls (hang up before answered)	Abandoned 911 Calls (hang up before answered) Extremely Important	Abandoned 911 Calls (hang up before answered) Very Important	Abandoned 911 Calls (hang up before answered) Moderately Important	Abandoned 911 Calls (hang up before answered) Somewhat Important	Abandoned 911 Calls (hang up before answered) Not Important at All
911 Call Volume/Calls Received	911 Call Volume/Calls Received Extremely Important	911 Call Volume/Calls Received Very Important	911 Call Volume/Calls Received Moderately Important	911 Call Volume/Calls Received Somewhat Important	911 Call Volume/Calls Received Not Important at All
Transferred 911 Calls	Transferred 911 Calls Extremely Important	Transferred 911 Calls Very Important	Transferred 911 Calls Moderately Important	Transferred 911 Calls Somewhat Important	Transferred 911 Calls Not Important at All
Text-to-911 Message Volume/Received	Text-to-911 Message Volume/Received Extremely Important	Text-to-911 Message Volume/Received Very Important	Text-to-911 Message Volume/Received Moderately Important	Text-to-911 Message Volume/Received Somewhat Important	Text-to-911 Message Volume/Received Not Important at All
Blocked Calls (due to occupied trunks)	Blocked Calls (due to occupied trunks) Extremely Important	Blocked Calls (due to occupied trunks) Very Important	Blocked Calls (due to occupied trunks) Moderately Important	Blocked Calls (due to occupied trunks) Somewhat Important	Blocked Calls (due to occupied trunks) Not Important at All
Trunk Utilization	Trunk Utilization Extremely Important	Trunk Utilization Very Important	Trunk Utilization Moderately Important	Trunk Utilization Somewhat Important	Trunk Utilization Not Important at All
Non-Emergency Calls	Non-Emergency Calls Extremely Important	Non-Emergency Calls Very Important	Non-Emergency Calls Moderately Important	Non-Emergency Calls Somewhat Important	Non-Emergency Calls Not Important at All
Calls Handled as % of Calls Offered	Calls Handled as % of Calls Offered Extremely Important	Calls Handled as % of Calls Offered Very Important	Calls Handled as % of Calls Offered Moderately Important	Calls Handled as % of Calls Offered Somewhat Important	Calls Handled as % of Calls Offered Not Important at All
Trunked Radio Usage	Trunked Radio Usage Extremely Important	Trunked Radio Usage Very Important	Trunked Radio Usage Moderately Important	Trunked Radio Usage Somewhat Important	Trunked Radio Usage Not Important at All
Call Processing Times (time to enter and dispatch)	Call Processing Times (time to enter and dispatch) Extremely Important	Call Processing Times (time to enter and dispatch) Very Important	Call Processing Times (time to enter and dispatch) Moderately Important	Call Processing Times (time to enter and dispatch) Somewhat Important	Call Processing Times (time to enter and dispatch) Not Important at All
Hello to Hello (time from call answer to on-scene arrival)	Hello to Hello (time from call answer to on-scene arrival) Extremely Important	Hello to Hello (time from call answer to on-scene arrival) Very Important	Hello to Hello (time from call answer to on-scene arrival) Moderately Important	Hello to Hello (time from call answer to on-scene arrival) Somewhat Important	Hello to Hello (time from call answer to on-scene arrival) Not Important at All
Quality Assurance Scores	Quality Assurance Scores Extremely Important	Quality Assurance Scores Very Important	Quality Assurance Scores Moderately Important	Quality Assurance Scores Somewhat Important	Quality Assurance Scores Not Important at All
Citizen Satisfaction Scores	Citizen Satisfaction Scores Extremely Important	Citizen Satisfaction Scores Very Important	Citizen Satisfaction Scores Moderately Important	Citizen Satisfaction Scores Somewhat Important	Citizen Satisfaction Scores Not Important at All
Audio Recordings Request Processing Time	Audio Recordings Request Processing Time Extremely Important	Audio Recordings Request Processing Time Very Important	Audio Recordings Request Processing Time Moderately Important	Audio Recordings Request Processing Time Somewhat Important	Audio Recordings Request Processing Time Not Important at All
Cost per Call Processed	Cost per Call Processed Extremely Important	Cost per Call Processed Very Important	Cost per Call Processed Moderately Important	Cost per Call Processed Somewhat Important	Cost per Call Processed Not Important at All
First Call Resolution	First Call Resolution Extremely Important	First Call Resolution Very Important	First Call Resolution Moderately Important	First Call Resolution Somewhat Important	First Call Resolution Not Important at All

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* 6. Please list any other metric/info that you would like to see in your dream dashboard?

Question Title

* 7. How would you like to be able to break out metrics?

By Dispatched Agency

By Incident Type

By Priority

By Shift

Other (please specify)

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* 8. Thinking of the benefits of a new PSAP performance reporting solution, how important are each of the following?

	Extremely Important	Very Important	Moderately Important	Somewhere Important	Not Important at All
Faster reporting and analysis	Faster reporting and analysis Extremely Important	Faster reporting and analysis Very Important	Faster reporting and analysis Moderately Important	Faster reporting and analysis Somewhere Important	Faster reporting and analysis Not Important at All
More accurate reporting and analysis	More accurate reporting and analysis Extremely Important	More accurate reporting and analysis Very Important	More accurate reporting and analysis Moderately Important	More accurate reporting and analysis Somewhere Important	More accurate reporting and analysis Not Important at All
Better operational decisions and efficiency	Better operational decisions and efficiency Extremely Important	Better operational decisions and efficiency Very Important	Better operational decisions and efficiency Moderately Important	Better operational decisions and efficiency Somewhere Important	Better operational decisions and efficiency Not Important at All
Share reports more easily	Share reports more easily Extremely Important	Share reports more easily Very Important	Share reports more easily Moderately Important	Share reports more easily Somewhere Important	Share reports more easily Not Important at All
Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene)	Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene) Extremely Important	Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene) Very Important	Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene) Moderately Important	Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene) Somewhere Important	Gain insights into call volume and response times (e.g. Time to Enter/Dispatch/On Scene) Not Important at All
Prove to management the need for funding for more resources	Prove to management the need for funding for more resources Extremely Important	Prove to management the need for funding for more resources Very Important	Prove to management the need for funding for more resources Moderately Important	Prove to management the need for funding for more resources Somewhere Important	Prove to management the need for funding for more resources Not Important at All
Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony)	Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony) Extremely Important	Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony) Very Important	Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony) Moderately Important	Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony) Somewhere Important	Access to performance metrics that weren't previously available (e.g. metrics like 'Hello to Hello' that combine data from CAD to telephony) Not Important at All
Understand the root cause of poor or exceptional performance, or bottlenecks	Understand the root cause of poor or exceptional performance, or bottlenecks Extremely Important	Understand the root cause of poor or exceptional performance, or bottlenecks Very Important	Understand the root cause of poor or exceptional performance, or bottlenecks Moderately Important	Understand the root cause of poor or exceptional performance, or bottlenecks Somewhere Important	Understand the root cause of poor or exceptional performance, or bottlenecks Not Important at All
Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance	Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance Extremely Important	Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance Very Important	Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance Moderately Important	Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance Somewhere Important	Drive accountability and align efforts by empowering everyone with a near-real time view of their personal and agency performance Not Important at All
Reduce reporting costs	Reduce reporting costs Extremely Important	Reduce reporting costs Very Important	Reduce reporting costs Moderately Important	Reduce reporting costs Somewhere Important	Reduce reporting costs Not Important at All
Pinpoint what's happening where from a crime perspective	Pinpoint what's happening where from a crime perspective Extremely Important	Pinpoint what's happening where from a crime perspective Very Important	Pinpoint what's happening where from a crime perspective Moderately Important	Pinpoint what's happening where from a crime perspective Somewhere Important	Pinpoint what's happening where from a crime perspective Not Important at All

Question Title

* 9. What capabilities are most important to you in a new reporting solution? (select all that apply)

Automated, consolidated reporting from multiple systems (911, radio, CAD and QA) in one place

Near real-time reporting

Generate/print out reports on-demand (e.g. to comply with CALEA, NFPA, NENA/APCO requirements)

Create custom dashboards and reports

Drill through charts and maps to listen to call recordings

Export data/reports into Microsoft Excel

Export data into 3rd party reporting tools (e.g. Crystal Reports, Tableau, etc.)

Question Title

* 10. What impact would near real-time reporting have on your PSAP operations?

Question Title

* 11. How many full-time equivalent telecommunicators does your agency employ?

6 - 10

11 - 25

26 - 50

51 - 100

>100

Question Title

* 12. What is your primary role?

PSAP Executive/Director

Supervisor

Quality Assurance Analyst

Training Officer

Telecommunicator

IT Manager

Other (please specify)

Question Title

* 13. Contact Information:

Name

Organization

State / Province

Job Title

Email Address

Phone Number