ATCEMS Performance Dashboard > Average Call Processing Interval > Performance Measure Definition: Average Call Processing Interval
Performance Measure Definition: Average Call Processing Interval

Description: This indicator measures the amount of time it takes to process a 911 call for emergency service.
Desired Outcome: Gather necessary information and dispatch ambulances quickly.
Relevance: When customers call 911, they expect to have their phone call answered quickly and have their call processed as efficiently as possible.
Measure Domain: Communications
Type of Measure: Process

Operational Specifications
Formula Description: Average call processing time is calculated by adding call processing intervals for all qualifying incidents, then dividing the sum by the count of qualifying incidents.
Unit of Analysis: Incident
  • Numerator: All calls for assistance received through the 911 system.
  • Denominator: All calls for assistance received through the 911 system.
Measure Frequency: Monthly
Minimum Population/Sample: Not applicable
Performance Standard: Average call processing interval will be less than 75 seconds each month.
Acceptable Quality Level: Average Call Processing Time may not fall below standard for more than two consecutive months or any three months in a year.
Interval Description: The call processing interval begins with the earliest recorded time that a phone call is answered in the ATCEMS Communications Center, and ends when the first unit is dispatched to the incident.
Reporting Value: Average interval in seconds.
Aggregation: Aggregate on the date and time of the initial 911 call.
Stratification: None
Limitations: This performance measure is limited to incidents where ATCEMS personnel performed the initial incident triage. It excludes incidents referred to ATCEMS by other agencies.
Related Measures: 
  • Call Processing Interval Compliance: The Call Processing Interval Compliance performance indicator measures the percentage of incidents that are dispatched within 90 seconds of initial phone pick-up, rather than the monthly average Call Processing Interval used in the present measure. The performance target is 90 percent of incidents every month. The Compliance indicator is currently reported only through the City of Austin ePerformance Measures Database.
Notes: This indicator is reported at incident level. The first instance of [Time – Phone Pickup] is used for calculating the interval.
This performance measure was reported in the City of Austin ePerformance Measures Database prior to Fiscal Year 2016-17. It has been replaced by “Call Processing Interval Compliance.”

ATCEMS Open Performance Dashboard
City of Austin Open Data Portal
Travis County Performance Dashboard 

Interlocal Agreement Between the City of Austin and Travis County for Emergency Medical Services (Fiscal Year 2014)

Development Status: Actively reporting
Definition Version: Version D
Revision Date: 2017-02-13
Revised By:  David Andersen