Comprehensive Review of the Public Safety Communications Center Phase 2 Report County of Dane, WI February 12, 2009

Phase 2 - Scope of Services  Management issues.  Operational issues.  Employee survey.  Best management practices.  Document progress on year strategic plan.

High Quality Services and Continuous Improvement  Many positive steps have been taken in the recent.  Some of these were derived from the 2004 strategic plan while others were developed by staff as part of the continuous improvement efforts in the PSCC.  The PSCC evaluates 3% of calls for service randomly. Of those disconnected prematurely, all but 0.065% (3) were called back.  The Center has achieved the vast majority of nationally recognized best management practices - in most cases, minor modification to current approaches would result in compliance.

Examples of Positive Changes  Implemented Priority Dispatch (EMS and Fire).  Installed new phone system.  Random review of 3% of calls.  Updated complaint review and investigation process.  New CAD servers.  New recording and information retrieval system.  Budgeted for Priority Dispatch (Police) in 2009.

High Priority Recommendations  Enhance directive management procedures.  Develop formal processes for evaluating service delivery requests from client agencies.  Continue with focus on quality assurance, 3% case review.  Implement new training program, which should result in full staffing when the fall 2009 class of trainees comes on line.  Continue with on-going efforts to obtain and implement a new CAD system.

Medium and Low Priority Recommendations  Implement pre-recorded message for 911 calls between 3rd and 4th ring, assuring them that their call will be answered soon, and asking them to stay on the line.  Adopt a comprehensive series of performance measures reflecting 911 service delivery objectives.  Adopt several new policies that will improve on practices already in place (complaint resolution, policy development / distribution).

Medium and Low Priority Recommendations  Assess remaining strategic plan initiatives, and if still desirable, assign to staff for research and potential implementation.  Implementation of phone tree technology to reduce the number of administrative calls coming into the PSCC.  Add one support staff position to focus on providing analytical support to both the PSCC management team and to client agencies.

Performance Measure Examples  911 call pick-up.  Call creation in CAD.  Dispatch serious calls.  911 call back failure rate.  Case entry compliance.  Chief complaint accuracy.  Key Questions  Post-dispatch instructions.  Pre-arrival instructions.  Final coding compliance.  Customer service.  Community perception.  Responder perception.  Staff retention rate.

Status of the 2004 Strategic Plan  The document was intended to be a 10-year strategic plan leading to continuously enhanced services.  The PSCC is four years into the process and most (51 of 60) of the recommendations and strategies have been implemented from this proactive document.  Of those remaining undone, several continue to offer the possibility of improved service delivery. Some are in progress (e.g., CAD replacement).

Five Key Remaining Items  CAD Replacement - process is underway but takes time.  Integration of RMS - this is a process which requires negotiation and agreements which are sensitive for some agencies.  Policy and procedure improvement - this process has been evolving and the Phase 2 report offers recommendations for continued improvement.  Governance - there is an on-going committee and consultant effort underway to address these issues.  Public Outreach - Development of a citizen’s academy for the PSCC should be assessed by staff for future development.