City of Austin Performance Report 2015-16

Percent Response to Priority Calls Completed

Measure Description
This measure assesses the percent of priority one and two calls that are completed by Animal Protection Officers. Priority one calls represent immediate health and safety issues for people or other animals, such as a dog bite situation. Priority two calls are those that are classified as a situation where potential danger to the public still exists, but is not likely. There are four priority levels of calls, which determine the severity of the public health risk and the response time target. A high percentage for this measure indicates the responsiveness of Animal Protection to keep the public health risk low.
Calculation Method
This measure is calculated by dividing the number of priority one and two activities completed by the total number of priority 1 and 2 activities.
FY 2015-16 Results
The goal for this measure was set at 94%; the actual result was 98%.
Assessment of Results
There were 19,447 priority one and two calls in FY 2015-16, and increase of 2,416 calls compared to 17,031 in FY 2014-15. Priority call volume included an increase in calls about roaming strays, veterinary transports, and injured wildlife responses. From a process perspective, these calls either require a specialized response (vet transports and injured wildlife) or are dispatched via a general broadcast and closed out after 24 hours. This ensures that they are dispatched and a response recorded. Animal Protection had a higher staffing level in FY 2015-16 than in previous years, which helped to increase the percent of priority calls completed.
Next Steps
The Animal Services Office is in the process of hiring an additional three officers, which should further improve priority call response.  The long term goal is to complete 100% of all priority one and two calls.
Contact Information
For more information contact Lee Ann Shenefiel, Interim Chief Animal Services Officer at (512) 978-0500.