Percent of residents who say they feel confident that in case of an emergency, their response will be delivered effectively


Austin Police Department (APD), Austin Fire Department (AFD) and Austin Emergency Medical Services (EMS) are not on target for this measure. Factors affecting this measure for these departments include increased call volume, increased amount of time spent on calls, frontline staffing shortages, personnel overtime, increased traffic conditions, road connectivity, and response time.
APD’s standard is to answer Priority 0 calls within 6:44 minutes, and Priority 1 calls within 8:39 minutes. APD has challenges in meeting this target. From APD’s perspective, what it means to be on target is responding to emergency calls with the highest sense of urgency as safely as possible, and upon arrival, APD deliver the most effective service and professionalism that promotes trust and confidence in the public.
AFD is not meeting this target. Within the core of the city, AFD has several fire stations within close proximity of each other, which allows AFD to have adequate backup unit coverage. When moving further into the periphery of the city, stations are further apart from each other and there is not as much depth of fire stations. Therefore, as a result, some areas within the periphery of the city are experiencing longer response times. Other factors that contribute to longer response times include distance from fire stations.
To be on target means AFD is able to respond to all emergency incidents within 8 minutes, 90 percent of the time from call receipt to first frontline unit on scene. Not meeting this target means that residence experience long response times during an emergency.  
EMS’ goal is to respond to the highest priority calls within 10 minutes, 90 percent of the time from the time the call is received in the EMS Communications Center to when the first EMS unit arrives on the scene. EMS prioritizes all 911 calls to ensure that resources are sent to the right call in the right amount of time. EMS is not currently meeting this target in part due to increased call volume, traffic congestion and limited resources.


Contributing factors affecting this measure include increased call volume, increased amount of time spent on calls, frontline staffing shortages, personnel overtime, increased traffic conditions, road connectivity, and response time. Other factors affecting this measure include the distance from fire and emergency medical services stations and the amount of stations, which ultimately benefits the public through faster response times and improved service delivery. APD, AFD, and EMS are striving to address each of these factors.
During the approval of the City’s FY 2019-2020 Operating Budget, City Council considered and approved Chief Brian Manley’s recommendation to hire 30 new police officer that will support the growth of the city.
City Council passed a resolution approving the construction of 5 new joint fire and emergency medical stations within the City of Austin. The addition of these new stations will improve AFD's and EMS’ service delivery to the entire City. In FY20, AFD opened the temporary fire station in the Del Valle area.  Since October, this area has already experienced an improvement in response time by roughly 3-4 minutes.
Note: To see the underlying data for this chart, please select the "View Source Data" link to the left.

Additional Measure Insights

Every year, the City of Austin administers a community survey to assess citywide satisfaction with the delivery of major city services and to determine community priorities as part of the City's ongoing planning process. 

The dashboard below is live and dynamic. Use the filters below to review this measure and other survey questions by demographics and geography.

Measure Details and Definition

1) Definition:  This measure is how many public safety consumers who were surveyed feel the response to their emergency was delivered effectively in the City of Austin.
2) Calculation method: This measure was calculated by the following formula: The number of respondents who answered 4 or 5 divided by the total number of responses.
3) Data Collection Process: This is a question administered on the annual community survey managed by a third party vendor, ETC Institute, on behalf of the City of Austin
4) Measure Target Calculation: Based on previous 2-year trend, customer satisfaction increased by 2%. As a result, the 2020 target is a 2% increase from 2019.
5) Frequency Measure is Reported: Annually (Calendar Year)

Date page was last updated: July 2020