Alexandria, VA – The Association of Public-Safety Communications Officials (APCO) International has filed a Project Initiation with ANSI and has issued a call for participation for workgroup members to participate in the creation of an ANSI standard addressing Public Safety Communications Center Key Performance Indicators.

This standard will identify specific areas of communications center performance, which should be measured in order to benchmark center effectiveness. The standard will provide communications center management with Key Performance Indicators (KPIs) as they relate to the operational performance of communications centers. Topics may include, but are not limited to: number of 9-1-1 calls, time to answer, number of emergency/non-emergency incidents, number of abandoned calls, length of call, wired/wireless/text/TDD/TTY and Next Generation sessions, trunk group, number of calls transferred, police/fire/EMS calls handled, customer satisfaction, and frequency of review.

“This initiative will provide PSAP managers and employees with standards for measurements necessary to gauge the effectiveness of various functions and processes important to achieving organizational goals,” said Martha Carter, President of APCO International.

APCO is looking for a balanced group that will include contributions from technical and operational subject matter experts. The time and day that the group will meet is yet to be established.

All interested persons should complete the online application and indicate their preference for this workgroup at: KPI Writing Group

Application deadline is October 15, 2017.  Selections will be made within two weeks of the deadline and all applicants will be notified of their status.