ATCEMS Performance Dashboard > Average Call Processing Interval > Performance Measure Definition: Grade of Service
Performance Measure Definition: Grade of Service

Description: This indicator measures how quickly EMS answers 911 phone calls.
Desired Outcome: Answer 911 calls within 10 seconds of first ring.
Relevance: When customers call 911, they expect to have their phone call answered quickly and have their emergency addressed as soon as possible.
Measure Domain: Operations
Type of Measure: Process

Operational Specifications
Formula Description: Compliance is calculated by dividing the count of calls meeting standard by the total number of calls for the time period in question.
Unit of Analysis: 911 phone call
  • Numerator: All calls picked up by an ATCEMS operator in 10 seconds or less.
  • Denominator: All calls processed through 911 call equipment.
Measure Frequency: Monthly
Minimum Population/Sample: None
Performance Standard: At least 90 percent of all 911 calls will be answered within 10 seconds of the first ring every month.
Acceptable Quality Level: Reliability may not fall below standard for more than two consecutive months or any three months in a year.
Interval Description: Interval is defined within ECaTS reporting tool.
Reporting Value: Percent of phone calls picked up in 10 seconds or less.
Aggregation: Aggregation provided by ECaTS report.
Stratification: None
Limitations: The data for this report is generated by the ECaTS reporting service []. ECaTS creates reports using data extracted from 911 equipment provided by CAPCOG.
The accuracy of data reported for this measure is limited by the accuracy of the data and reporting tools provided by CAPCOG; ATCEMS has very limited ability to manage these data.
Related Measures: None
Notes: ECaTS reporting provides calculated percentages.

ATCEMS Open Performance Dashboard
City of Austin Open Data Portal
Travis County Performance Dashboard
  • Orientation: External
  • Format: Line chart of monthly values, beginning October 2013.
  • Update Frequency: Monthly
  • Data Source: Open Data table [EMS – Communications Measures]
City of Austin Performance Measures Database 
  • Performance Measure: 1401 - Percent of calls answered by EMS Communications in less than 10 seconds
  • Orientation: External
  • Aggregation Level: Fiscal quarter
  • Update Frequency: Quarterly

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: 2017-05-02
Revised By: David Andersen